MEET NICOLAS ROUAULT, OUR NEW CUSTOMER SATISFACTION MANAGER

January 25, 2024

At Iguana, providing exceptional after-sales service is a top priority. We are dedicated to maintaining a strong link between our customers and our newly appointed customer satisfaction manager, Nicolas Rouault. To learn more about his experience and mission at Iguana, please continue reading.

HOW DID YOU START YOUR PROFESSIONAL EXPERIENCE?

I started studying Math Sup and Physics Chemistry before continuing with energy and structural materials specializations. I also did a master’s degree in Political Sciences. I began my professional career by joining a shipyard in Spain for an end-of-study internship, specializing in composites, component production, and local boat repair. It was my first experience of luxury and I had the opportunity to create pieces for the yacht of the Emir of Qatar. The shipyard also produced cruising racing boats in small series, and my role concerned the methods and protocolization of the construction of their 10-meter sailboats.

During COVID, I focused on prototyping and 3D printing to address the challenges faced in the sailing world, encompassing data collection, electronics, and boat physics. Passionate about sailing, I continued in the French Navy, working for two years in a Defense innovation laboratory, holding the position of innovation manager. My responsibility was to determine whether the ideas could become reality and to provide practical tools. I focused on crowdsourced innovation, implementing ideas from sailors themselves to meet operational needs. This experience lasted 2 years in Brittany.

WHEN HAVE YOUR HEARD ABOUT IGUANA YACHTS?

While in the Navy, I began hearing about Iguana Yachts. I came across the company’s booth at SOFINS and saw announcements online. Initially applying for the Design Office with a versatile profile, I received an offer related to customer satisfaction due to my background in social sciences and engineering. I decided to embrace the experience, finding it a highly stimulating role with varied days. Additionally, having a unique product adds to the satisfaction and motivation to invest effort.

WHAT WAS YOUR FIRST FEELING WHEN YOU SAW AN IGUANA?

The first time I saw images of an Iguana, I didn’t understand how the arms folded. I was curious about the working mechanism and the source of energy propelling the tracks. With no knowledge of hydraulics, I wanted to understand the process. This boat is quite complex, involving multiple technological systems, and it was my first encounter with an amphibious vehicle. For me, Iguana in 3 words, is impressive, curious, and complex. I really like working at Iguana and i enjoy working with the team.

WHAT ARE YOUR MISSIONS AT IGUANA YACHTS?

My official title at Iguana is Customer Satisfaction Manager, a broad role encompassing various tasks. We form a team of 3 After Sales team and 2 multidisciplinary technicians capable of performing most repairs on the Iguana. In my role, I wear a dual hat of customer service and sales, with administrative and relational aspects. Consider me the voice of the customer within the company, advocating for their interests and challenging internal colleagues to meet customer satisfaction. We also intervene when certain options are added during production to assess their feasibility and account for them. With each boat purchase, there is a discussion with the sales team to understand needs, usage, and the customer profile to provide the best possible support. Once again, the primary goal is customer satisfaction.

I serve as the client interface from the moment they sign for a boat throughout its operation and lifespan. In other words, I ensure a smooth, comprehensive, and enjoyable customer journey during production. We also handle formalities for the customer to provide a high-end experience. It is also part of my mission to distribute on-call responsibilities and to take on some of them in order to provide our customers with the best possible service. When facing an issue, I attempt to solve it myself or consult the specialists in each department within the company. I, along with my customer service colleagues, also plan missions, interventions, and sales.

I appreciate the social and problem-solving aspects of my work, but there’s also a technical side that I adore and want to retain as I strive to continually understand the intricacies of the Iguana.

The industrial team leaders:

Pierre Edeline – After Sales leader

Nicolas Rouault – Customer Satisfaction Manager

Olivier Gauthier – Engineer Apprentice

Maugan Nion – Aftersales Technician

Max Froissart – Aftersales Technician

Interested in joining the team? Check out our latest positions.

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