Plays correctifs priorisés (8)
#1 · Customer Care Mexico City
Mexico Care Crisis Response Plan
+18 pts
€380k budget
0-7-days
Trigger : eNPS -8 critical, tickets x3 vs avg secteur post-Mexico expansion, leadership comm déconnectée perçue
Plan crise immédiat : (1) hire 12 additional Customer Care agents Mexico City sous 60j, (2) VP Customer Care visite Mexico en personne 3 fois sur 6 mois, (3) refresh comp + reconnaissance program local, (4) escalation dashboard temps réel ticket-load + automated rebalancing FR↔MX, (5) listening session anonymous 1:1 avec local team lead.
Owner : ceo
Success : Q3 2026 : eNPS Mexico ≥ 25 (vs -8 baseline), ticket-load par agent ≤ 1.5x avg secteur, response rate ≥ 80%
#2 · Cohort 0-6 mois post-layoff survivors
Trust Rebuild Communication Program
+22 pts
€180k budget
7-30-days
Trigger : eNPS 4 critical, anxiety continue, peur next layoff, comm insuffisante trajectoire
(1) Nouvelle CEO All-Hands mensuel transparent avec Q&A ouvert sur trajectoire entreprise, (2) Skip-level monthly avec C-suite pour cohort 0-6 mois, (3) 'No surprise layoff' commitment publié + processus 'early warning' transparent (3-month horizon visibility), (4) buddy program structuré 6 mois × 6 mois avec senior survivors, (5) retention bonus signed pour top 25 IC identifiés as flight risk.
Owner : ceo
Success : Q4 2026 : eNPS cohort 0-6 mois ≥ 35, attrition voluntary < 8% sur 12 mois, retention bonuses claimed 100%
#3 · Engineering Marketplace Legacy team
Tech Debt Resolution OKR + Modern Tooling
+16 pts
€480k budget
30-90-days
Trigger : eNPS 12 at-risk, dette tech 18 mois sans plan, tooling outdated
(1) Tech debt OKR explicit Q3 2026-Q2 2027 board-tracked (5 milestones chiffrés), (2) protected 25% engineering capacity légalement bloquée pour tech debt sur 12 mois, (3) tooling refresh budget €420k (refonte CI/CD + nouvelles observability tools + IDE upgrade), (4) staff engineer hire dédié 'platform health' avec mandat clear, (5) celebration cadence wins tech debt résolus mensuel publiquement.
Owner : chro
Success : Q1 2027 : eNPS Engineering Marketplace ≥ 35, tech debt OKR atteint, attrition senior eng < 5%/an, hiring rate top quartile
#4 · Bus B2B Sales managers tier-2
Bus B2B Operating Model Redesign
+14 pts
€290k budget
30-90-days
Trigger : eNPS 18 at-risk, sous-staffés vs ambitions x3, comp commission misaligned, mentor manquant
(1) Hire 8 senior AE B2B + 2 sales managers Q3 2026, (2) refresh comp commission alignée nouvelles cibles révoltue board Mai 2026, (3) Force Management coaching senior partner 12 sessions sur 6 mois pour 5 sales managers, (4) tooling Salesforce + Gong rollout dédié Bus B2B, (5) monthly 1:1 CRO + sales managers.
Owner : chro
Success : Q1 2027 : eNPS Bus B2B managers ≥ 35, attainment quota team ≥ 90%, manager NPS ≥ 60
#5 · All companies — Career path framework
Career Ladder Framework + Comp Refresh Annual
+12 pts
€150k budget
30-90-days
Trigger : Cohort 18-36 mois eNPS 34 stalling + Engineering Mobile career path Senior→Staff→Principal pas explicit + Cohort 5+ ans comp gaps new hires
(1) Framework career ladder explicit publié H2 2026 toutes fonctions (engineering / product / design / data / sales / customer care / people / etc.), (2) Comp band review annuel systématique chaque cycle perf review, (3) promotion path transparent + cadence (12-18 mois moyenne entre promotions selon level), (4) calibration committees cross-managers anti-bias, (5) public progression celebration internal newsletter.
Owner : chro
Success : M+12 : eNPS 'career path clear' question ≥ 70% favorable (vs 45% baseline), promotion rate ≥ 15% per year, comp band gaps < 5% same-level
#6 · Kyiv office (all departments)
Kyiv Resilience + HQ Connect Program
+10 pts
€95k budget
30-90-days
Trigger : eNPS 22 at-watch, contexte géopolitique stress, comm Paris HQ irrégulière
(1) Mental health program local partner Kyiv (5 sessions/an coverage par EAP), (2) Paris HQ leader visite trimestrielle (rotation), (3) communication framework dédié contexte (war updates impact, sécurité, etc.), (4) flex-work policy étendue (ability to relocate temporarily EU autres locations), (5) listening circles trimestrielles avec People partner.
Owner : chro
Success : Q1 2027 : eNPS Kyiv ≥ 32, attrition voluntary < 10%, response rate pulse ≥ 80%
#7 · All managers cohort
Manager Excellence Program 70 managers
+8 pts
€280k budget
ongoing
Trigger : Manager NPS Q2 26%, manager 1:1 cadence inconsistant, manager training non standardisé
(1) 4-hour mandatory workshop 'Manager Effectiveness' tous 70 managers, (2) Manager 1:1 cadence guidelines (bi-weekly minimum, 30 min, structured agenda), (3) manager peer-cohort coaching circles 5 managers x 1 senior coach/cohort, (4) manager scorecard intégré dans perf review (manager NPS subordinates feedback signal), (5) manager onboarding kit 'first 90 days as manager' standardized.
Owner : chro
Success : M+12 : Manager NPS ≥ 50 (vs 26 baseline), 1:1 cadence respectée ≥ 90% des managers, manager-related questions eNPS ≥ 65% favorable
#8 · All — Psychological safety
Psychological Safety Reset
Trigger : Q10 'safe to disagree' question 58% favorable (target 80%) post-layoff context
(1) CEO publish 'No retaliation' policy with clear escalation path, (2) anonymous skip-level survey trimestriel direct to C-suite, (3) listening sessions anonymous facilitated by external coach trimestrielles par department, (4) celebrate 'productive disagreement' moments dans newsletter mensuel, (5) Manager training module dédié 'creating psychological safety in your team'.
Owner : ceo
Success : M+12 : Q10 'safe to disagree' ≥ 80% favorable, anonymity satisfaction Q ≥ 85%