Master en Management des Activités de Service
"Les activités de service représentent aujourd’hui la principale source de dynamisme de nos économies. Le secteur industriel lui même s’oriente de plus en plus vers les services. Ainsi, l’approche traditionnelle du management doit être adaptée aux spécificités du service. C’est l’ambition de notre spécialité "Management des Activités de Service" de vous former à des fonctions de management opérationnel ou fonctionnel dans l’économie du service et de vous préparer à évoluer avec vos équipes dans des environnements émergents, complexes mais profondément humains."
Valérie Mathieu, Responsable pédagogique
Le programme Activités de Services est composé du Master 2 associé à un Diplôme d’Université "Marketing des produits et Services à l'international - Services" facultatif.
Classement SMBG : le Master Management des Activités de Service de l'IAE Aix est classé parmi les meilleures formations en Marketing des Services.
Objectif
Ce programme prépare les participants à des responsabilités de management opérationnel ou fonctionnel dans les entreprises commerciales ou prestataires de services ou dans les entreprises industrielles développant leurs activités de service. Il s’agit de former des managers capables d’appliquer sur le terrain des connaissances acquises dans les principaux domaines fonctionnels, en tenant compte des spécificités de la gestion des services.
Trois types de compétences sont alors acquises et développées par chaque participant : Gestion d’une équipe – Gestion d’un marché – Gestion d’une offre de service.
Conditions d'admission
- Pour une entrée en 1ère année de Master, ce programme s’adresse à tous les titulaires d’une licence ou d’un diplôme niveau Bac + 3 (180 ECTS) ou équivalent (diplôme étranger, VAE…)
- Pour une entrée directe en 2e année de Master à tous les titulaires d’une maîtrise ou d’un diplôme de niveau Bac + 4 ou plus (240 ECTS ou plus) ou équivalent (diplôme étranger, VAE…)
Ce diplôme est accessible aux participants en formation continue. Le recrutement s’effectue sur dossier de candidature (Tests TAGE-MAGE ou GMAT, TOEFL, TOEIC ou IELTS, projet professionnel, études antérieures, stages effectués ou postes occupés), et entretien de motivation avec un jury.
Organisation des études
Première année de Master :
La première année du Master dispense un enseignement général au Management des Organisations. Il est commun à tous les étudiants quel que soit le choix qu’ils feront de spécialisation pour leur deuxième année. Cependant, ils auront la possibilité, parallèlement à ce tronc commun de formation, de découvrir les diverses spécialités abordées en deuxième année à travers des modules de formation spécifiques intitulés " Préludes ".
Deuxième année de Master :
C’est au cours de la deuxième année de Master que les étudiants aborderont le Management des Activités de Service.
Caractéristiques générales de la deuxième année
L’effectif est limité à 40 participants. Il est constitué d’étudiants en formation initiale ou en alternance et de cadres en formation continue.
L’année se déroule sur 4 périodes :
- Septembre à décembre : Formation à l’IAE Aix
Acquisition des connaissances de base en management des services (marketing des services – GRH pour les services – Gestion des opérations de service …)
- Janvier à mars : Première période en entreprise
Dans le cadre d’un apprentissage ou d’un stage, l’étudiant met en pratique les connaissances précédemment acquises. Chaque étudiant (stagiaire ou apprenti) est suivi conjointement par un enseignant de l’IAE et par un membre de son entreprise d’accueil.
- Avril à mai : Formation à l’IAE Aix
Approfondissement des connaissances en management des services (stratégie des services – globalisation des services – contrôle de gestion pour les services…)
- A partir de juin : Deuxième période en entreprise
Pour une durée de 3 à 6 mois dans le cadre d’un stage, et jusqu’à la fin du contrat pour l'alternance, l’étudiant devra mobiliser l’ensemble des compétences acquises afin de mener une mission managériale complète. Le contenu de la mission est discuté et validé par l’entreprise, l’étudiant et l’IAE. La réalisation de la mission donne lieu à la rédaction d’un mémoire soutenu devant un jury composé de membres de l’entreprise d’accueil et de l’enseignant ayant supervisé l’étudiant lors de sa mission.
Structure et contenu de la formation
Cours de la spécialité regroupés par unité d’enseignement
Présentation des services
Gestion des Ressources Humaines dans les services
Outils Marketing
Marketing des services approfondi
Gestion des opérations de service
Les Frontières du service
L'objectif général du cours est de sensibiliser à la lecture architecturale et comprendre le fonctionnement d'un espace de service pour en maîtriser les enjeux. Le cours présentera les concepts clés de l'architecture, de la psychologie environnementale, de la sémiotique de l'espace, et de la géographie humaine et sociale
Stratégie dans les services
Séminaires internationaux (à choisir parmi ceux proposés)
Séminaires d'ouverture et non de spécialisation, les séminaires internationaux sont délivrés en anglais par des intervenants étrangers. Communs à tous les programmes de l'IAE Aix, ils assurent ainsi une transversalité entre des groupes diversifiés. Les méthodes pédagogiques utilisées privilégient l'interactivité.
Identifying a Career Path that suits you o Using psychological tests to look at yourself to see what kinds of jobs you would find congenial and where your personal qualities would bring you success o Looking underneath the job titles in your CV and the course titles of your formal studies and qualifications to understand the themes that run through your career o Looking underneath the job titles of careers you might pursue to appreciate the competences involved and interpersonal styles appropriate to those careers Organising yourself to get onto that Career Path o Preparing your CV and your interview ‘story’ to help you to secure a job that suits your career history, training, personality and abilities
As the volume and rate of technological and other business change increases, managers are faced with radically increased complexity. The pressure and stress of managing multiple initiatives across organisational and national boundaries, is already evident in many global organisations. Business leaders have long realised that implementation is at least as important as the creation of the initial vision for the business. The ability to translate strategy into reality is a requirement for today’s manager. In order to apply this approach successfully, managers need to understand the principles and techniques of project management, as well as its organisational and operational implications and the factors that influence project success. The management of projects comprises a blend of tools and techniques that focus on the planning, monitoring and control of the project tasks whilst blending these with the behavioural skills of team management and leadership. In addition the management of relationships across the organisation is essential as many organisations manage both functional and project activities in a matrix format. The seminar will cover both areas of the discipline in a very interactive style that will include both individual and group work. Project management is very much an applied discipline. Accordingly, in addition to more conventional learning approaches such as case studies and class discussions, the course places emphasis on “learning by doing” with a variety of exercises.
This seminar is designed to provide a non-technical discussion of the origins of the subprime mortgage loan disaster that has engulfed financial markets around the globe. The aim is to search for lessons to help prevent a reoccurrence of this financial catastrophe. An examination of the risk management policies applied by the investment banks (and others) who invested heavily in these structured products will be conducted. This course requires no specific knowledge of financial accounting, quantitative risk management, or statistics. General risk management principles will be reviewed and discussed as mechanisms for control over such value-destroying behavior.
A good look at leadership from a brand new perspective. The seminar will emphasize a series of key factors that leaders must pay attention to to improve people’s performance and…happiness. The brainstorming will be bases on the use of a philosophical approach versus a psychological one.
Macroeconomics is often considered a hard topic. Well, that’s true, but there are ways to make it both interesting and easy to understand. The objective of the seminar is to introduce macroeconomics to managers in a simple, intuitive and non formal way. At the end of this seminar the participant will have a clear understanding of the main mechanisms at work in the macro economy, and be able to predict the impact of various types of shocks (financial, commodity prices, etc.) and economic policies on the economy. The seminar is built around a core of simple tools and will blend theory, illustrations and discussions. The focus is on intuition and helping participants build their own understanding.
Many management leaders mistakenly believe that branding is essentially a marketing problem, reserved primarily for companies that have big budgets to advertise and reach out to mass audiences. This perspective of branding is one sided, with focus being merely on the end user or consumer of the product or service. However, brands are the sum total of associations and promises offered to every stakeholder of the organization, whether he is the customer, employee, shareholder or channel partner. This integrated approach puts the subject of branding at the very heart of business strategy, where every decision of the organisation is steered and geared by the brand’s principles, promises and values. The subject of branding has been elevated to the level of corporate strategy today. Along with building the vision, mission, values and culture of the organization, it is essential to build the organization’s brand which essentially drives and synergises the company’s actions at the front and back end. The seminar objectives are : - To equip students to take a contemporary view of branding, demonstrating to them the power of branding as a company wide action strategy - To equip students to plan, strategise and implement integrated branding programs by means of live case studies
The seminar objectives are: to become familiar with the importance of product innovation in modern organizations, to demonstrate the importance of taking into consideration stakeholders’ needs and requirements in innovation as well as in any management decision. to understand how diverse tools and techniques from different management fields might be combined to allow firms to compete in a complex and ever changing global context to learn: o how to create a successful innovation, o how to apply the process of technology-market transfer, o the process of new product development, o how to bring a product into a new market.
The object of this seminqr is for each participant to take a step towards his own happiness. In three days, the participants will : - clarify their personal idea of happiness and start to explore what is the reality hidden behind it; - - experience how an active and positive interaction with others is crucial to living and working happily; - Discover the “happy attitude” they can adopt to enjoy more efficiency in their work. Through a balances combination of key concept presentations, short introspective reflexions, interaction with others and practical exercise, the participants will feel, personally and in groups, the intererior “capacity of happiness” they have, they can activate, they just have to want it. To take a step away from the “naïve dream” to the “project for life” is the main target of this seminar.
In today’s corporate environment Corporate Restructuring, Corporate Reorganization, Private Equity and Leveraged Buyouts seem to be the most relevant forms of acquisitions. The next stage of professional competency is to develop an instinct for the problems and opportunities in an M&A situation. The seminar highlights elements in the structure and process of every M&A transaction that deserve professional scrutiny. There are two key characteristics of any corporate deal. • Understand the drivers of M&A success; whether shareholder value is being created and if so, from where that value is coming from. • Deal design requires skills of analysis and negotiation. We will survey some strategic frameworks useful in M&A, and the steps necessary to translate a concept into a solid proposal. The seminar combines applied theoretical approach with the case study method through detailed analysis of two global restructuring cases. By analyzing rigorously these transactions, participants will form opinions about the, thinking critically about its success, failures or demise. We will together engage in vigorous discussions exploring different aspects of mergers and acquisitions through real case studies.
The capacity to be creative is in all of us. Unfortunately, being efficient in our day-to-day activities forces us to think in a less creative way. If we don’t know how to force ourselves to stop being “just” efficient and start being creative, we will not be able to properly identify and define problems and the corresponding solutions. This course provides the students with practical techniques to help them develop creative thinking and problem solving. The course also aims at helping the students learn how to manage creativity within their current or future organization.
To understand how ethical decisions are made within a business context, we will have to… 1. Understand who are we and how we think as business decision-makers (WHO?) 2. Explore the formation of values and ethical models within organisations (WHAT?) 3. Practice certain ethical decision-making models and understand its limitations (HOW?) 4. Navigate intricate power relationships and stakeholder relationships within organisations (WHY?)
The seminar objective is to provide participants with an understanding of the technological forces that have impacted on marketing since the start of the digital revolution in the 1990s. It will focus on how marketers have adopted to these changes and the strategies they will need to develop as the pace of change increases. Specific objectives are: To provide an understanding of the digital revolution and the shift that it has brought about in the way marketing is conceptualized and practiced. To provide an understanding of the impact of these changes on marketing strategies including: o Marketing targeting – from market segmentation to one-to-one marketing o Product customization, value co-creation, branding strategies, pricing strategies, go-to-market strategies. advertising and other integrated marketing communication strategies including on-line and wireless advertising o Customer service and relationship management including customer advocacy To provide a preview of the latest development in digital technology that will impact on future marketing strategies.
Negotiation is the art and science of securing an agreement. This seminar is designed to develop and enhance your negotiation skills. You will learn the most current negotiation theories and techniques while simultaneously employing your learning in a series of negotiation exercises and role-play simulations. The seminar focuses on understanding the behavior of individuals, groups and organizations in the context of competitive situations. The course is designed to be relevant to a broad spectrum of negotiation problems that are faced by any manager whose duties require interpersonal contact.
The objective of this seminar is to learn about the methodologies of Team Academy, a radical Finnish university, where students aren’t students but team entrepreneurs and responsible for their own learning. Specifically, participants will: • Discover strengths of team working • Stimulate protagonism (proactivity, individuals responsibility and engagement, capability to participate to create the future) • Develop participants entrepreneurial attitude • Explore different ways to learn individually and collectively • Learn what leadership in flat organizations and among friends can be
The object of this seminar is to explore the growing importance of “coaching”, as an effective management and leadership tool and familiarise participants as to how it can be used to improve individual and organisational performance. Specifically, participants will: • Explore the concept and practice of coaching as an appropriate approach to managing people in today’s organisations. • Become familiar with contemporary models of coaching and learn to apply them. • Learn how to structure a coaching session and practice key learnings.
Change management can be seen from two perspectives – from those implementing the change and from the recipients of change. The view of change management varies strongly if you are the manager demanding the change versus the employee who may be unsure what the consequences are for him. These two views of change management can be referred to as: · Organizational change management · Individual change management In this seminar the student will learn how to lead change processes in such a way to : · minimize the unfavourable and minimise the positive ones · avoid unnecessary turnover or loss of valued employees · eliminate any adverse impact on your customers · achieve the desired business outcomes as soon as possible
Our professional and private life is full of cultural particularities and differences which lead to intercultural communication situations in which people interact and achieve goals. How can we become more conscious, understand and manage these intercultural challenges? How can we overcome cultural differences and conflicts and turn them into synergistic solutions? This course is designed to develop intercultural competences through the analysis of film sequences, showing human, organizational, culture specific or intercultural dilemmas.
The course is designed to … • Improve your mental readiness and implicit and explicit knowledge about the future • Approach managerial problems and opportunities from a more entrepreneurial future-oriented perspective. • Apply ideas and insights from a variety of disciplines and functional areas. • Appreciate the requirements surrounding the creation of new ventures. • Predict futures • Understand the necessity of (re)designing institutions and resources • Manage surprise and advance your luck And last not least: you should have fun in “acting in the future”. As this is a 2.5 day seminar, I cannot expect you to prepare every class with pre-readings and doing some homework. But I expect you to prepare the seminar with reading a science fiction novel.
- Discover your own conflict resolution style, what are your assets and what skills you might need to develop. - Learn about the causes of conflict, the influence of individual perceptions, the place of feelings and needs. - Explore several conflict resolution tools to resolve workplace conflicts in a constructive manner: active listening, non-violent communication, “the evaporating cloud” process, mediation. - Improve your skills with practical exercises. - Assess your skills and progress with a daily journal and personal summary on the last day (this work will be considered as the seminar assignment).
This seminar was originally developed for the key commercial managers of international advertising agencies who wanted to able to acquire an easy, fast yet effective approach to making presentations. Since then, it has been offered in multinationals for managers from more than 25 countries who work with colleagues and clients from around the world. Indeed, making presentations in front of international audiences has become a skill that managers are expected to master and yet many are unprepared for the challenge. This course, for the students of IAE, allows them to hone their presentation skills for international audiences. At the end of the session, they should be able to: - gain awareness of diverse cultural expectations in communication and set realistic objectives for their presentation, - adapt their presentation style for an international audience and acquire techniques to structure it in an appropriate way, - overcome « stage fright » and enjoy speaking in public. Participants will be able to use what they have learned in the seminar not only at IAE but also in their future professional context.
The main objectives of this seminar are to introduce participants to a number of approaches which are of use when thinking through and making decisions strategically in complex situations, and to give participants the skills to use them. At the end of the course, you will be able to: - Understand and discuss how these problem structuring methods aid decision making and the way in which the different methods work; - Identify appropriate situations in both business and personal life in which to use these approaches; - Use problem structuring methods individually and in groups to make decisions strategically.
The objective of this seminar is to introduce students to the international private equity industry and examine how this industry is being impacted by the current global economic downturn. More specifically, participants will: • Explore the historic role of private equity in nurturing high-growth companies and enabling corporate restructurings through capital investment and the use of debt leverage. • Examine the distinctions among sublevels of direct private equity investors (general partners): angel investors, early-stage venture capital, growth and late stage capital, and LBO funds. • Understand the role and current challenges/opportunities facing indirect private equity investors (limited partners): secondary funds, fund-of-funds, pension funds, university endowments, and other sources capital for venture capital and other direct private equity investors. • Contrast the attributes of private equity from a geographic perspective: Europe, North America, China, India, and Israel. • Learn how to evaluate investment opportunities through business plan diligence, establish fair valuations using different techniques (relative value and discounted cash flows), and propose relevant terms and conditions for investing. • Understand the process of raising a private equity fund, and the particular challenges in the current economic climate.
The overall objective of this seminar is to help participants to develop an appreciation of the business practices followed in other cultures and the interpersonal dynamics that occur when individuals from different cultures work together. Specifically, the objectives of this seminar are three fold: 1. The seminar will begin by developing a foundation based upon an exploration of the general fundamentals that contribute to values differences between cultures: the business ideology influences and socio-cultural influences. 2. Next, based on this foundation, we will explore the synergistic impact that these influences have on the work values and ethics of individuals in a culture. 3. We conclude by assessing the impact that different value systems have on work relationships, including the topics of communication, motivation, leadership, team dynamics, decision-making, and negotiation behavior.
This workshop examines organizational leadership, the role that visionary leaders play in empowering employees and providing the environment for effective work units to achieve competitive advantage. Additionally, each participant completes a variety of personal management and leadership, self-assessment instruments which provide the basis for personal and professional growth when combined with the theories of leadership. Specifically, participants will: • Learn to become leadership resources within organizations • Understand long-range needs of an organization and the long-term implications of their actions and decisions • Develop a personal leadership profile to enhance future employment opportunities
This seminar aims to serve as a mirror for the participants to explore and assess their interpersonal skills and thereby pave the way for further development. The course adopts a training approach, using simulated group exercises, puzzles and games, with self-rating inventories to supplement the learning process. The specific interpersonal skills to be addressed are: · Interpersonal communication · Decision making and leadership · Achievement motivation · Conflict and team building · Creative problem solving
The primary purpose of the seminar is to analyze the global competitiveness and strategies of U.S. firms and compare their experience with and applicability to non-U.S. firms. · To provide participants with a general understanding of the process of strategy formulation and implementation by U.S.based global companies. · To examine the strategies by which these firms enhance their global competitiveness. · To review their performance in the context of their strategic objectives in the current global economic environment. · To assess the relevance of traditional models of strategy formulation and environmental scanning.
This seminar is intended to be a practical approach to international marketing in the global marketplace. You will be introduced to concepts, practical applications and best practices to enable you to improve managerial decision-making, with particular emphasis on understanding international marketing at the consumer level. The seminar objectives are: 1) To provide appropriate concepts, models and other tools to help make international marketing decisions on a global basis; 2) To help develop skills in planning and evaluating international marketing strategies; 3) To encourage students to take an active role in the learning process by demonstrating a grasp of the conceptual and practical aspects of the subject matter. The following assessment tools will be used: 1) individual and team case analyses; 2) class participation, which will measure the individual’s grasp of concepts, theories and strategies, as well as communications skills and personal achievement; 3) presentation activities, which will measure individual presentation, communication and teamwork skills. Assignment: The capstone aspect of the seminar is a high-level, team – based exercise using the case method. Students will be divided into small teams and each team will be required to read, analyze and present their recommended responses to an international marketing situation with strategic implications. In this work, it is expected that the students will apply the concepts, techniques and strategies covered previously during the seminar. Sufficient time will be provided to review the real-time solution to the case, so that the students have the opportunity compare their recommended strategies with those of the “experts.”
The purpose of this seminar is to enable the participants to gain some insight into how the arts can • enhance their understanding of the experience economy trend • expand their approach to managing innovation and change • enrich their development as leaders The seminar will draw illustratively on multiple forms of art with diverse media inputs.
Instill the students of IAE a sense of autonomy and responsibility by freeing their creative power. Allow students of IAE to develop their entrepreneurial culture by realizing their dreams.
This primary purpose of the seminar is to examine how innovation can be a source of competitive advantage for firms. Seminar participants will learn the following: - The many types of innovation and why it is so difficult to innovate - How to identify an innovation’s potential impact on markets and competition - How customers and technology adoption cycles influence innovation adoption and success - How to utilize innovation strategically to foster a company’s growth and competitive success.
The objectives of the seminar are: a. To explore the meaning of ‘strategy.’ b. To build skills in using the theories and concepts of the field in practical situations.
The objective of this seminar is to help participants better understand the complexities and issues facing companies which acquire. These topics covered will be: - Target selection and strategy - Pre-acquisition planning - The psychology of acquiring - Communication during acquisition - Acquisition implementation - Approaching joint ventures and alliances The information will be illustrated through theories, case studies, practical consulting tools, exercises and debate.
After completion of the seminar students should be able to: · understand structure and organisation of the Russian political and administrative system · understand key trends of Russia’s economic and social development · know and understand industries playing the most important role in different regions of Russia · understand the most growing business segments in Russia · understand quality and level of social and market infrastructure development in Russia · understand different legal forms of doing business in Russia · understand current status and future trends of Russia-EU relationships in key areas · know and understand general peculiarities of Russia as a marketplace · understand how to consider these peculiarities for successful marketing of products/services to Russian customers · get basic understanding of Russian mentality · become familiar with Russian business culture and cross-cultural business challenges in Russia · get basic skills of running business negotiations with Russian counterparts.
Sustainability has already been overused and corrupted, and Business is generally considered as greatly being responsible in the present failure of sustainable development. This is right and wrong: There are a lot of bad, but also good examples, but it is clear that what has been done on the positive side is far from being enough. The seminar is intended • to define what actually is sustainable development: the only way to leave a viable heritage to future generations, and therefore a major objective for human being • to analyse the drivers and the effects of business activity, and particularly in global companies • to discuss sustainable indicators and different ways to address value creation • to design a practical management process that can be useful for any decision-maker who intends to contribute to building a more sustainable world
There can be no doubt that “globalization” is perhaps the most powerful force in society today, either locally or on a world-wide basis. It has shaped national politics, redefined economies the world over, and contributed to a rapidly changing social milieu that is apparent to anyone and everyone attentive to their environment. Yet while there is near universal acceptance of its significance, there is scant agreement on either the phenomenon’s efficacy for the world system or its durability. Has globalization been “good” or “bad” for society? This seminar will explore globalization from the perspective of the concerned businessperson and citizen who must navigate its waters in order to achieve organizational goals and objectives. We will structure the course around three key foundations: • Globalization in theory and practice: Its origins, intent, and expansion. • Managing the cross-border organization in the current era of globalization: Ways and means • Future directions for globalization: Where is the world going, and is it headed in the right path?
Provide participants with the necessary skills for negotiating, managing and doing business in almost any context. The course will also attempt to improve participant people skills which could significantly contribute to their ability to negotiate, manage and do business in almost any environment. Specifically, participants will learn negotiating and people skills and apply them in games and role plays.
Stage ou alternance
Le stage ou l'alternance doit se dérouler dans une entreprise de service, publique ou privée, ou être en rapport avec l’activité service d’une entreprise industrielle. Le stage ou l'alternance consiste alors à résoudre une problématique réelle posée à
l’organisation. Le participant devra développer une méthodologie capable de résoudre les problèmes posés puis proposera des éléments de solution. Le stage ou l'alternance donne lieu à la rédaction d’un mémoire soutenu devant un enseignant de la spécialité et un membre de l’entreprise.
Exemples de missions confiées aux étudiants
Qualité de service d’un établissement thermal. Mutation d’une entreprise industrielle en société de service. Constat marketing et organisationnel d’une franchise dans un réseau de service. Étude de la performance de service d’une entreprise de restauration collective. Analyse de la concurrence et de la stratégie de service dans le secteur du tourisme. Création d’une start-up dans le business du sport.
Exemples d'entreprises ayant accueilli des étudiants en apprentissage
Auchan, Crédit du Nord, Décathlon, Dell, Eurocopter, SNCF, Sodexho, Groupe Vinci
Profil des postes accessibles aux futurs diplômés
Les diplômés assument des fonctions très diverses dans le domaine des activités de service. La liste ci-dessous a pour but de donner un aperçu de cette diversité : Directeur des Ressources Humaines dans une chaîne hôtelière. Directeur d’agence bancaire. Responsable marché dans un département marketing. Conseiller en immobilier d’entreprise . Consultant dans une société-conseil. Contrôleur de gestion dans une société de produits et services industriels. Directeur d’hôtel. Directeur général d’une société de restauration collective. Ingénieur d’affaires dans une société d’informatique. Responsable qualité.
Exemples d'entreprises ayant embauché d'anciens étudiants du programme
ACCOR, Adecco, Air France, Alsthom, BNP, Cap Gemini, Crédit du Nord, EDF, France Télécom, GAN, GDF, Gemplus, Ineum Consulting, NRJ, ONET, OPAC, , Pierre et Vacances, Rank Xerox, SFR, Société Générale, Sodexho, Véolia Environnement.
Responsable pédagogique :
Valérie Mathieu
Renseignements Masters :
+33 (0)4 42 28 09 20
masters(at)iae-aix.com
Renseignements Formation Continue :
Sylvie PENNES
+33 (0)4 42 28 08 56
fcontinue(at)iae-aix.com
+33 (0)4 42 28 08 28
Sophie Troel
Promotion 1995
Responsable Média & Entertainment
Air France
"Après une Maîtrise AES option Gestion Sociale de l’Entreprise, je souhaitais trouver une formation en Marketing pouvant me donner une connaissance approfondie du comportement du client, ses attentes et ses besoins.
Le Master en Management des Activités de Services de l’IAE Aix, intégrant une forte dimension relationnelle, répondait à ma recherche. Le programme m’a permis de découvrir un secteur tertiaire en plein boom et a déclenché mon envie de travailler dans l’aérien qui représentait un formidable terrain d’application de ce que j’avais appris en marketing des services.
Mon premier emploi a été chez AOM, où j’ai pu rapidement évoluer vers des fonctions de Chef de Produit avant d’être embauchée par Air France Industries cherchait un profil type MAS pour développer son offre de services et la gestion de sa relation client.
Aujourd’hui, je gère des projets et une équipe en tant que Responsable Média & Entertainment au sein du marketing central d’Air France. Mon travail consiste à intégrer les nouveaux modes de communication et l’évolution de la programmation vidéo dans la stratégie marketing d’Air France. L’enseignement que j’ai reçu à l’IAE Aix me sert au quotidien."
Julien Arnoulet
Promotion 2004
Responsable d'univers
Decathlon
"Sportif de haut niveau, je cherchais une formation me donnant une légitimité dans le milieu professionnel. De plus, je souhaitais intégrer une école reconnue possédant une formation dans le management des entreprises de service : j'ai donc intégré le Master Management des Activités de Service.
L'IAE Aix est une très bonne école qui place l'étudiant dans les meilleures conditions pour réussir. Il propose divers services très appréciables, tout en restant une école de taille humaine. Sa renommée, le parcours professionnel d'anciens élèves et la qualité de ses enseignants m'ont convaincu de venir à l'IAE Aix plutôt que dans une autre école.
Je garde un très bon souvenir de mon expérience à l'IAE Aix car il permet de côtoyer des étudiants de diverses nationalités possédant des parcours très variés. L'ambiance est aussi très bonne.
Les cours sont de grande qualité, les enseignants sortent des sentiers battus et nous amènent à réfléchir de manière différente, ce qui est un plus dans l'entreprise.
Ma formation à l'IAE Aix m'a permis de toucher à plusieurs domaines (marketing, management, RH…) et les professeurs m'ont aidé à réfléchir de manière plus professionnelle. J'ai trouvé un travail le jour suivant la fin des cours et je peux maintenant mettre en avant le fait que je suis diplômé d'une école reconnue dans mon entreprise.
Dans l'avenir, je souhaite devenir rapidement directeur de magasin et pourquoi pas faire partager mon expérience aux futurs élèves."
Lauriane Jourdan
Apprentie 2006-2007
"Après une Licence professionnelle de commerce, je souhaitais compléter cette formation dite « terrain » par des acquis managériaux. M'intéressant à l’entreprise en général et aux besoins du marché du travail en termes de polyvalence, je visais une spécialité en termes de secteur d’activité, plus que de métier. J’ai choisi le Master Management des Activités de Service car c’est une spécialité qui offre l’opportunité d’être formée dans un secteur d’activité aux spécificités complexes, dont la relation client est au cœur de l’échange professionnel. Quasi-unique en son genre, ce Master offre une formation combinant parfaitement enseignements généraux et réalités du marché.
J’ai entendu parler de l’IAE Aix par de nombreuses personnes de mon entourage qui y ont suivi des formations. L’image que cette école véhicule à travers l’expérience des anciens et la vision des professionnels m’a le plus confortée dans ce souhait d’intégrer cette Ecole. L’IAE Aix a en effet tout d’une grande : établissement universitaire qui est comparé aux grandes écoles française et dont les Masters rentrent dans les classements nationaux.
Le réseau de l’IAE Aix lui permet de mettre constamment ses étudiants au contact de professionnels. Des études de cas aux jeux d’entreprises, en passant par les séminaires, nous y avons trouvé des cours d’excellente qualité. La présence constante d’étudiants provenant du monde entier est un véritable enrichissement culturel à domicile qui nous est offert.
Actuellement Apprentie Marketing au sein du Groupe SODEXHO, je travaille pour la Direction Entreprises Publiques de Paris Ile-de-France. Cette mission d’apprentissage est très enrichissante. Mes formations scolaire et professionnelle répondent ainsi tout à fait à mes attentes : polyvalence et autonomie.
Mon intérêt pour le secteur des services a donc été conforté par cette fabuleuse expérience au sein du Groupe SODEXHO que je souhaite vivement intégrer à la fin de mon apprentissage. Je souhaite dans un premier temps y occuper un poste 100% opérationnel (gestion d’un centre de profit) pour, par la suite, atteindre un poste de responsable Marketing ou de Fidélisation clients. "