Francois Charron
About Francois Charron
Francois Charron serves as the Head of Service Portfolio Management at SITA, a position he has held since 2014 in Geneva, Switzerland. With a career at SITA spanning over three decades, he has significantly contributed to customer satisfaction and revenue growth through various leadership roles.
Work at SITA
Francois Charron has been with SITA since 1992, holding various positions over the years. Currently, he serves as the Head of Service Portfolio Management, a role he has occupied since 2014 in the Geneva Area, Switzerland. His previous roles at SITA include Director of CRM Strategic Development, Head of IT Value and Performance Communications, and Head of Service Management Practice. Charron has contributed to significant projects, including the development of global managed services and the creation of customer engagement platforms.
Education and Expertise
Francois Charron studied at Pierre and Marie Curie University, where he earned a Bachelor’s degree in Software Analysis from 1980 to 1983. His educational background laid the foundation for his extensive career in service management and customer relationship management within the technology and aviation sectors. Charron has developed expertise in portfolio management, customer satisfaction strategies, and service revenue growth.
Background
Francois Charron began his career at SITA as a Network System Analyst in 1985, working in the Paris Area, France. Over the years, he progressed through various roles, including Product Manager for Enhanced Workstation and Senior Customer Value Manager. His diverse experience across different functions and locations, including London and Geneva, has equipped him with a comprehensive understanding of the industry.
Achievements
Throughout his career at SITA, Francois Charron has achieved notable milestones. He has led initiatives that resulted in a 95% customer satisfaction rate and contributed to $35 million in yearly revenues through the development of new managed services. Charron also designed and launched the first 'Innovation Days' event to enhance the company's reputation and created the 'WeCareDirect' customer portal to improve customer experience.
Partnerships and Initiatives
Francois Charron has played a key role in establishing partnerships with major airports, such as Lyon and Roma, to expand SITA's service offerings. His leadership in matrix management of cross-functional teams has facilitated service revenue growth and the successful implementation of various improvement projects that align with customer needs and expectations.