Romuald Cetkovic
Senior executive in customer experience, digital and data. Former Executive Committee member at Sanef, Maisons du Monde and Nestlé Nespresso.
Romuald Cetkovic works on performance, operations and customer experience, with direct accountability for revenue, operational efficiency and quality of execution.
As an Executive Committee member at Sanef, Maisons du Monde and Nestlé Nespresso, he has led large-scale organizations — up to 500 people — and landmark programs, including France’s first free-flow tolling deployment.
His approach is pragmatic: customer satisfaction and profitability are not opposed. Customer experience, digital and data only create value when they are embedded in concrete operating models that are steered and actually executed.
Career
60MN
Sanef Group
Executive responsibility for the group’s Customer & Tolling ecosystem, with a strategic mandate: orchestrating France’s first large-scale free-flow tolling deployment, on the A13/A14 Paris–Normandy corridor.
- Designed and deployed the customer experience model, from physical toll booths to a 100% digital model
- Led large-scale customer relations operations for free-flow and traditional tolling (around 500 FTEs)
- Built the Data function to serve operational performance, fraud prevention and customer insight
- Governed transformation programs (PMO, user acceptance testing) to secure technology rollouts
- Represented the group with ministries, the transport regulator (ART) and ASFA
Maisons du Monde
Led the group’s Customer Relations and Customer Experience strategy across all of the brand’s European markets.
- Defined and implemented the group customer relations strategy at European scale
- Led and transformed customer experience centers in a multilingual, multicultural environment
- Spread a cross-functional customer culture embedded in business, marketing and operations
- Drove the digital transformation of journeys, tools and ways of working
- Managed international teams: around 250 people, 7 working languages
Nestlé Nespresso
Customer experience strategy, processes and organization, in service of brand value.
- Defined and steered customer experience strategy, projects, processes and organizations
- Accelerated the omnichannel digital transformation and customer journeys
- Value creation, customer satisfaction and perceived brand value
- International outsourcing and consolidation strategy
Earlier career
Executive MBA — HEC Paris