PROFILE

SUMMARY

15 years of IT projects (CRM, Web content, business operations, mobile, integration...) in global companies, in Waterfall or Agile (Scrum, Lean) approach, after 10+ years of experiences in Software Product Marketing Management and training, including, for the latest:

- An engagement role to manage the relationship with the clients and monitoring services delivery throughout the project lifecycle and afterwards, within the scope of customer engagement solutions
- An Agile Product Owner role meant to co-drive the development of an R&D IT platform for fragrance and flavor development against business feedback
- A Managing Consultant position with Pre-Sales involvement (responses to RFP), Enterprise Architecture, Program implementation (industrialization of methodology deliverables), Resource Management (budget & staffing, coaching)
- Several Project Manager missions encompassing Mobile applications, MOA & TechDesign for CRM, Billing and BI projects covering Order Management, Cust. Service management, User Experience (journeys and prototypes), Data Modelling, Architecture, Mobile Application, Telco installations...

Beyond the firm grasp of the intricacies of IT systems, business requirements & process engineering, I have been enthusiastically acting as a supportive team-player & trusted advisor between cross-functional business teams & technology, gaining an insight into Coaching & Customer Experience that I have been leveraged through Agile approach and process improvement models.

=>Areas covered:
• Agile & SDLC Project Management • IT Governance • Business Case development • Solution Delivery • Mobile Application Development • CRM Evangelism & Change Management • CRM Solution Architecture • Business Analysis • Data Modelling & Integration • Analytics • E-Commerce / E-Business • Online Marketing • Full • Customer Life-cycle Management • Customer Experience Management • Cross-Functional Team Leadership • Full Life-cycle Implementations • Post-Delivery Management

EXPERIENCE

NICE Systems

2014 May - Present

Professional Services Engagement / Project Manager EMEA

Paris , FRANCE

Customer engagement management, nurturing the relationship and driving revenue throughout the project cycle and beyond PMI-based project management of simple to complex large-scale projects in Financial Services and Customer Solutions Management providers Implementations of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time for contact centers, branches, trading floors and back offices Definition of Statements of Work, project, cross-functional team building, engagement management, delivery management, resource and project planning, global roll out and communication.

Allianz - Global Financial Services Provider

2012 October - 2011 February

Senior Consultant - Manager

Paris , FRANCE

Mission as an Engagement Manager within a Claims Integration Testing, Environment Configuration & Release Management project (50+ interfaces) Resource & capacity planning Project team management & facilitation Non-production environment coordination with impacted teams within the scope of an integration factory Integration & functional tests analytical follow up in HP Quality Center IT support, communication and change management.

Firmenich - Global producer of perfumery and flavor chemicals

2012 May - 2012 September

Senior Consultant-Manager / SCRUM Product Owner

Geneva Area - Zurich Area , SWITZERLAND

Mission as a Product Owner for a global IT project of 60+ distributed team members, addressing the creation and management of Perfumers' & Flavor Technologists' formulas: Coordination of Indian offshore development teams and onsite functional Business Analysts Agile coach role for newly-joined team members Project Scope gatekeeper: Release § Sprint planning definition and management Testing Supervision: Test Cases validation - Defect & change request prioritization / management.

Arkadin - Global Conferencing Solutions provider / audio, web and video

2011 May - 2012 May

Global IS - Senior Project Manager

Paris , FRANCE

IS Project Management relating to CRM Sales Automation, Customer Service and IT/IS Processe Re-engineering projects (incl. E-Commerce Client Care project with Orange Business Service Conference Pro platform) IS Project Management for CRM systems merge project IS Owner / Business Analyst for global transformation Billing-centric / Customer Loyalty projects Global CRM Tool & Process Ownership (Salesforce.com)

Kerensen Consulting - SaaS Consulting company

2010 March - 2011 May

Engagement Manager

Paris , FRANCE

Pre-Sales / Response to RFPs for large accounts in IT, Telco, Industry, Utilities, Pharma, Retail, Asset Management sectors Deployment of an HRIS at a major IT Service Provider AMOA/ Business Analysis & Process Reingeneering Audit & Support Programme reengineering Marketing Automation and Human Resources integration projects Junior Consultant Enablement & Coaching Engagement Manager for ADP (Automatic Data Processing)

International Air Transport Association (IATA)

2014 January - 2014 April

Engagement Manager - Scrum Master

Geneva , SWITZERLAND

Mission as Agile Project Manager to integrate a Cash Management application into the mainstream Customer Service CRM system in order to improve services rendered while optimizing processes. Coupled with PMO - Governance - Project Coordination role.

Oracle Corporation

2004 January - 2007 December

EMEA Snr. Business Analyst - CRM Process Owner

Paris , FRANCE

Oracle & Siebel CRM System Administration for EMEA Business Process Management & Reengeneering Training & adoption initiatives - definition and delivery Dedicated Intranet design and management EMEA CRM Knowledge Management' Programme Management Internal CRM Project management Reporting design, in coordination with Executive Sales Management Functional Consulting for Worldwide Siebel CRM system internal implementation project Management of a Romanian outsourced Business Operations team

Oracle Corporation

2001 January - 2004 December

EMEA Marketing Program Manager

Paris , FRANCE

eMarketing Campaign Management Advertising breakthrough campaign featuring Oracle Certified Professionals Communication and Training material conception Reporting and analysis

Getronics

2000 January - 2001 December

EMEA Managed Services - Knowledge Manager

Paris , FRANCE

Internal Sales Resources (for RFPs) dedicated intranet, design and deployment Reporting innovative tools and business scorecards conception Analysis relationship IT Services Watch

Polycom - Global Conferencing Solutions provider / audio, video, and telepresence

2008 February - 2010 March

EMEA Senior Business Analyst - CRM Manager

Paris , FRANCE

Internal Global CRM projects coordination for EMEA Salesforce.com CRM / Partner Relationship Management (Blueroads) / Marketing automation system (Eloqua) administration Business Processes and reporting definition & implementation for Executive Management Forecast & Cross-channel revenue analysis Training & adoption initiatives - definition and delivery

Chopard - High Jewelry & Watchmaker

2013 April - 2014 January

Senior Consultant-Manager

Geneva , SWITZERLAND

Mission as a Consultant with a Product Owner SCRUM role for a global CRM Cloud project within an innovative environment, encompassing B2B post-deployment, change management and change requests, B2C project deployment and Know Your Customer program implementation: Retail / Point-of-Sales Order Managerment in Mobility/iPad project In-depth knowledge process definition of sales behavior and intelligence Industrialization of customer interactions through a systematic knowledge-based approach, taking into account the voice of the customer.

PROJECTS

Skills

  • Business Objects
  • Professional Services
  • Program Management
  • Data Integration
  • Customer Service
  • Siebel
  • Mobile Applications
  • Scrum
  • IT Service Management
  • Project Management
  • Analytics
  • Enterprise Architecture
  • Change Management
  • E-commerce
  • Enterprise Software
  • Integration
  • Agile Methodologies
  • Agile Project Management
  • Business Analysis
  • Business Intelligence
  • Business Process
  • Cloud Computing
  • Salesforce.com
  • CRM
  • Outsourcing
  • SaaS

EDUCATION

  • Grenoble Ecole de Management - Grenoble Graduate School of Business

    1986-1989

    DESCAF (MSc), IT, Business, Management

CERTIFICATION

  • Project Management for Business Professionals
  • Customer Service Expert
  • Gamification
  • Metadata: Organizing and Discovering Information
  • Certified Scrum Product Owner
  • Certified Scrum Master
  • Salesforce.com "Certified Administrator"
  • Salesforce.com "Certified Consultant"
  • PRINCE2 PM Certified
  • IIBA Business Analyst Certified
  • Introduction to Coaching Agile Teams