I’m a CRM Jack of all trades. I have held a variety of roles in my career ( Tech lead, Business Analyst, ,Manager, Stream Leader, Marketing-Loyalty consultant, …) mainly on CRM topics. I am a Certified Salesforce Administrator, Developer,Service & Sales Cloud, Salesforce CPQ, Salesforce Map and Pardot Consultant. I graduated from MIAGE Nantes in France. I have a keen interest in Business Systems and helping business save time and money through the use of new technology.
Passionate about innovation and customer/Citizen experience. I lead the new Salesforce vertical "public sector" for Capgemini clients.
Building an efficient business model by a coordinated effort for Public sector transformation(Sales, Partner, Client, Delivery)
People development, Talent management, Customer high value-added
Work in close collaboration with valuable companies (SNCF, AFKLM, PSA Bank, Randstad,CNR...)
♠ Head of CRM Ouest ♠ Salesforce / Ms dynamics / CPQ
Capgemini
January 2019
to March 2021
Leading the CRM - Salesforce - MS Dynamics - CPQ and consultancy practice at NANTES. about 70 people and a lot of challenges !!
Thinks outside the box, and support many customers in their user centric transformation as Business Architect (AUCHAN,SNCF,COVEA,PSA,TRIPADVISOR...)
Manager - CRM Expert
Capgemini
Since 2015
Nantes
France
Salesforce Stream Leader (Nantes)
Bid Manager avant Ventes CRM (Salesforce)
Expert Salesforce - Pardot
Membre de la design Authority SNCF Emraude
Déploiement de projet dans plus de 25 pays
Salesforce Solution Architect - SNCF
SNCF
Since October 2016
As a member of the Design Authority, arbitration before conceptual and technical choices
Management of the NACRE project team (Centralized management of customer requests V2)
Preparation of workshops Steering Committee
Coordination of the writing of the functional specifications
CRM Manager - Expert Salesforce
Auchan
January 2018
to September 2018
Accompanying Auchan in a digital transformation program (from Product Centric to Customer Centric) Simplification of the customer experience Personalization of offers Digitalization and harmonization of communication Setting up the project (Resources, Organizations, Bodies) - Distributed delivery (15-20 FTE between France and Portugal)Management of the authorities (Cosui, Copil) with the customer and the editorSupervision of the writing of the US and the implementation of the solution with the minimum of custom (Adopt VS Adapt)Implementation of the : Cloud service Marketing Cloud Community Integration with the ecosytem
Tools Salesforce Talend
Expert CRM - Salesforce
La poste
June 2014
to September 2015
Nantes
France
Initialization of a service center (Viapost, DAPO, DSEM, Digital Branch)
Etudes de cadrage et expertise Salesforce
Scoping studies and Salesforce expertise
Coordination/management of contributors and developers
Prototyping for 650 users
Animation of the demonstrations and workshops of restitution
Project Manager, Multi-risk New Business Process and Endorsement (BPM)
MMA
September 2014
to May 2015
Le mans
France
As part of the implementation of the Insurance business processes.
Leading the implementation of multi-risk new business and endorsement processes.
CRM App Manager
Groupe Beaumanoir
October 2014
to 2015
Saint malo
France
Ensure the proper functioning and improve the performance of the application suite ADOBE CAMPAIGN (ex Neolane).
Adobe Campaign Referent (Neolane)
Data Quality Management
Deliverability
Project management
Expert CRM - Project Manager
Business Decision (Employeur)
October 2007
to September 2015
Full-time
Nantes
France
Lead or participate in the implementation of one or more phases of an IT project
Carry out projects in different modes (Contract, Fixed price, CDS, At the customer's premises...
Participate as an expert in the capitalization of knowledge, by guaranteeing good practices
Guarantee the coherence of the technical architecture within the framework of the projects on which I intervene
Guarantee the coherence of the technical architecture within the framework of the projects
Provide technical and functional expertise during pre-sales
Maintain relationships with partners (CRM editors)
Assist the client in the formulation of his needs
Assist the whole team on the issues for which he is responsible
Project Manager, Claims Pilot Process Level 2 (BPM)
MMA
June 2013
to July 2014
Le Mans
France
Lead throughout the project, the implementation of a pilot process to manage customer complaints level 2 (In production since 06/2014)
Project management roles:
Define a project plan (actors, planning, loads...)
Animate and follow the project progress
Define a provisional schedule and ensure that deadlines are met
Centralize the exchanges between the actors involved in the project (MOE, MOA, Architects, Editors...)
Supervise the developments
Manage the MOE and the VMOA
Manage the project and be identified as the contact person for the project management.
Prepare the homologation and production launch phases
Functional and design role
Detailed Description
Tools: • MEGA process • Oracle BPEL • Oracle SOA • Coheris CRM
Company Description
MMA for Mutuelles du Mans assurances, is a French mutual insurance group, whose headquarters are in Le Mans, in the Sarthe region. Along with GMF, MAAF and the provident institution Apgis, MMA is one of the four constituent companies of Covéa, a SGAM (Société de groupe d'assurance mutuelle). Through Covéa, MMA is part of EurAPCo, an alliance of seven European insurance groups.
Technical and functional expertise on the Adobe Campaign solution
Technical Manager, Caisse des Dépôts service center (Coheris CRM)
Caisse des dépôts
January 2012
to January 2014
Nantes - Bordeaux
France
Implementation of a CRM software package (Coheris) within the Fund's "CUSTOMER RELATIONSHIP MANAGEMENT" IS, managing the relationship and follow-up of retiree files.
Detailed Description
Functional and design roles:
Design and modeling of customer processes (complaints, requests, campaign returns...)
Support of functional teams (feasibility study).
Specification and execution of test scenarios
Technical and functional assistance to the module managers, the project manager and the project owner
Organization and participation in workshops.
Technical and supervisory roles:
Coordination of development teams.
Technical expertise on the Coheris solution
Supervision of a development team (3-8 FTE)
Encryption of technical solutions.
Parameterization of the Coheris CRM solution.
Integration of Coheris and interfacing with the entire IS
Consultant Expert, CRM
Caisse des dépôt
September 2011
to January 2012
Bordeaux
France
Coheris CRM Consulting and Technical Expertise
Framing of the implementation of a Coheris CRM service center.
Audit of the existing CRM solution
Parameterization of the Coheris CRM solution
Integration of Coheris and interfacing with the entire IS
Participation in functional workshops and writing of reports
Implementation of methods, procedures and tools for the constitution and delivery of standard and specific configuration objects
Specification and execution of test scenarios
Technical and functional assistance to the module managers, the project manager and the project owner
Animation of weekly meetings with the managers of the teams MOA, MOE, Production
The implementation of a "customer relationship management" tool in order to provide a global vision of the life of the contracts (Inter Mutuelles Teleassistance).
Filiale d'IMA (Inter Mutuelles Assistance), leader français de l'assistance. IMA Téléassistance est née en 2000 de la volonté des mutuelles d'assurance d'offrir un service de protection performant à leurs assurés. Cette démarche commune permet de mutualiser l'ensemble des moyens pour proposer des formules de télésurveillance au meilleur coût.
OUVERTURE MULTI CANAL CLIENTS GRANDS VOYAGEURS (AKIO, Siebel)
Maintenance of a customer complaint management platform (frequent flyers).
Toolse : AKIO Siebel
Consultant IT(J2EE, Alfresco)
SEM REGION PAYS DE LA LOIRE
April 2009
to October 2009
Nantes
France
The realization of a federated platform of services and data for the tourist offers to the professionals of tourism of the region pays de la loire. This platform includes a management extranet and front-office sites for the general public.
Consultant IT, CRM
INTER MUTUELLES ASSISTANCE
March 2008
to April 2009
Niort
France
RUN of the CRM tool , by identifying the needs in collaboration with business teams
Tools: Coheris Salesforce
Company Description
IMA a pour mission d'apporter une assistance humaine,médicale et technique 27/24,7/7 partout dans le monde. Elle distribue ses contrats auprès de professionnels (sociétés d’assurance, constructeurs automobiles, mutuelles santé, banques, groupe de presse, sociétés multinationales, grande distribution…). Selon le souhait de nos clients, les garanties d’assistance sont activées sous leur propre marque ou sous celle d’IMA.
