Bertrand HEMARD

Customer Service and Operations expert | Multilingual skills | People manager

Madrid, Community of Madrid, Spain

About

Professional with more than 15 years of experience in operational roles, the last 10 years as manager, I have successfully contributed to multinational companies across different sectors in reaching their goals. I am a data-driven decision-maker, passionate about customers’ insights, always putting my customers' needs as a main driver for key decisions ensuring their satisfaction. As owner of the customer relationship, I am the bridge between the market and my stakeholders, making sure the customer voice is listened to at all levels of the organization. People leader, I excel at hiring and developing a high-performing team, and take professional pride in operational excellence while meeting and exceeding stretch goals despite an ambiguous business environment. I quickly adapt myself to every single situation, trying to take advantage of every opportunity to convert it as a benefit. As a careful colleague, I always do my best to ensure the most reliable and peaceful work environment for everyone, with the objective of taking the best from everyone.

Experience

  • Commercial and Business Operations Senior Manager – EMEA at Angel Aligner
    Feb 2025 - Present · 1 yr 5 mos

  • Senior Manager Customer Experience at bolttech
    Mar 2022 - Feb 2025 · 3 yrs

  • Customer Experience and Bookings Senior Manager at Spotahome
    Nov 2021 - Mar 2022 · 5 mos

  • Head of Customer Operations Spain at Nickel
    Mar 2021 - Nov 2021 · 9 mos

  • Expedia Group (Full-time · 3 yrs 4 mos)
    • Trust&Safety Manager - UK, South and Central Europe, Asia - Vrbo
      Mar 2020 - Mar 2021 · 1 yr 1 mo

    • Customer Service Manager France & EMEA Partner Coaching Coordinator - Vrbo
      Dec 2017 - Mar 2020 · 2 yrs 4 mos