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SWORD SERVICES SA
- E-business & CRM Practice Lead
Saint Didier au Mont D’or
2011 - maintenant
Business analyst managing customer programs for strategy and organization activities related to Operations an IT
• Organizations and process engineering expert (growth management, reengineering and turn around)
• Crises management and break-through expert
• E-commerce and E-business expert
• Mobile and Social media expert
• On-line B2C and B2B business development and Operations expert
• Customer Relationship management expert
• Global sourcing & Operations management (Inshore, homeshore, offshore and nearshore) expert
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Gekko-Holding, (B2B E-commerce Hospitality, temporary management)
- COO and Technology VP
2009 - 2011
Chief Operating Officer accountable for setup and run production center for B2B multi-channel sales and call center customer service
Responsible for IT and E-commerce group strategy and Operations:
Define Application architecture design, delivery architecture and components, deploy and manage the IT Operations for group and subsidiaries.
Responsibilities:
Define and roll out the Operations and IT organization, processes, means and resources for the group and its subsidiaries.
Program Management complex and business critical B2B organization programs to setup and run E-Commerce solution for travel agencies and corporate travel, including backend integration with multi connector booking engines, hotel reservation System, CRM and BI.
Phone marketing and sales business unit management
Manage the day to day Operations and services for travel agencies, corporate traveler, independent hotel and wholesalers, sales and fulfillment process
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QCNS (B2C Ecommerce Hospitality, temporary management)
- Offshore COO and Technology VP
2008 - 2009
Chief Operating Officer accountable for Bucharest multi-channel Sales and Operations center
Responsible for IT and E-commerce Strategy and Operations:
Define Application architecture design, delivery architecture and components, deploy and manage the IT Operations.
Responsibilities:
Reengineering and roll out the Operations and IT organization, processes, means and resources.
Program Management complex and business critical B2C E-Commerce solution for web based consumers services, including backend integration and benchmark with multi connector booking engines, hotel reservation System, CRM/PRM and BI.
Manage Hotels products sourcing and contracting management
Manage SEO and multi-channel Marketing and Sales Operations
Manage the day to day Operations for Independent hotel and wholesaler’s sales and fulfillment process management
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Wonderbox (E-Commerce B2C & B2B Multi Channel Leisure & Welfare, temporary management)
- COO
2007 - 2008
Chief Operating Officer accountable for E-commerce and Operations strategy.
Responsible for technical infrastructure and architecture definition, delivery and roll-out.
Responsibilities:
- Reengineering Operations organization and processes in a high competitive commercial development environment (turnover growing from 4 to 20 M€).
- Product management, sourcing and contracting
- Supply chain and logistics transport
- E-commerce strategy and multi-channel sales management
- Telesales and customer relationship management B2C and B2B
- Program Management complex and business critical B2C & B2B E-Commerce solution for web based consumers services, including backend ERP integration, product management, content management, CRM/PRM, Call center telephony platform and BI.
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Médiamétrie (Service provider for TV, Radio, Cinema, Internet and other media, temporary management)
- IT Operations Director
2005 - 2007
Managed the information technology Operations division
Managed B2B web consumer services Operations provided to TV, radio, cinema, Internet and other media business division
Managed outsourcing programs, infrastructure / architecture audit and redesign
Deliver new IT operation and support organization
ITIL best practices roll out for operating the platform with the outsourcer (BT).
Deliver the new DVB-T audience measurement system (10 M€ program), including complex and high-availability backend production chain and web based B2B consumer services (audience results and datamart)
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Vitalicom SNT SNT (Call Center outsourcer)
- Owner, COO and Development and Technology VP
2003 - 2005
MBO of the French subsidiary of SNT (previously Atos Origin call center BU), composed of approximately 2,000 employees, with a 70 million Euro turnover and losing around 20 M€ per year.
We achieved this turn around in 2005:
- Restructuring Operations and IT Organization and resources for all production sites in France.
- Define and launch the offshore programs for new call center Operations sites and for IT delivery, Operations and telephony
- Launch of a new integrated virtual call center offer, combining all the features of telephony and information technology which enabled client acquisition.
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Zebank EGG (Ecommerce Finance Hypermarket)
- CTO in charge of European architecture then IT Operations Director and CIO deputy
2000 - 2003
- Defined and built the technical architecture of Zebank European E-commerce platform (5 sites)
- Outsourced platform for banking, stock exchange, credit, insurance and savings
- Defined and built in house platform for front office and back office Operations and support
- Managed the web based consumer service platform roll out in France, validated infrastructures and architecture implemented in outsourcer hosting environment
- Managed contract and relationship with the outsourcer SchlumbergerSema
- Created and managed the IT Operations department: 25 people with a budget of 7.5 million Euros
- Managed the day to day IT Operations and service management
- Defined and built the Egg card platform for France (revolving credit card):50 people with a budget of 15 million Euros.
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Woolwich Bank (Ecommerce Mortgage)
- Director of project bank of the future and manager for E-marketing
1998 - 2000
- Defined E-marketing strategy and business scenario
- Established the draft request for mortgage Internet and Extranet for the public and business providers.
- Defined and built web based consumer services E-mortgage B2B and B2C platform
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Gedas France S.A.S. (Volkswagen Group global IT facilities management company)
- Director of Business Development, Internet and Multimedia
1993 - 1998
- Managed E-marketing, E-business of Volkswagen Group France SA
- Held accountable for the department of business development, Internet and multimedia.
Volkswagen Group France SA
Director of E-marketing, E-business group
- Coordinated the international marketing and e-business activities for Volkswagen group brands
- Defined Group Volkswagen France E-marketing and E-business strategies to deliver innovative web based consumer goods and services customer experience
- Defined and built B2B and B2C web based consumer goods and services platforms for the group in France.
SEAT SA France (Volkswagen Group)
Project Manager for computerization of SEAT car dealerships in France
- Adapted international product to domestic needs
- Deployed 220 dealers in France.
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C.C.S. s.a.r.l / Fiat Auto S.P.A, Turin, London, Madrid, Lisbon Heilbronn(D), Paris
- Project Director for business applications deployment for Fiat car dealerships in Europe
1987 - 1993
- Adapted products to domestic needs
- Established the infrastructure if the national subsidiary for the deployment and maintenance of operations
- Deployed 2500 dealers in Europe.
