Mes compétences :
Customer experience
Project Management
Change management
Lean management
Cost optimization
Process optimization
Digital operations
Sales and marketing strategy
Entreprises
PIERRE & VACANCES CENTERPARCS
- Business Process Improvement Manager
2014 - 2016Roles and responsibilities:
- Implemented BPI new department: identified gaps and improvement opportunities in business processes, proposed a methodology, prioritised projects
- Led 3 projects with transversal teams (more than 40 people headquarter and field): analysis of the root causes of identified processes, identification of issues and solutions, implementation of solutions and identification of KPI’s to measure improvement
- Followed a 6 months awareness program to Lean Management methodology (use of main tools in conducted projects)
Type of projects in Tourism:
- Process optimisation: analysed 3 process for the time-sharing activity (22 identified solutions, 8 implemented solutions aiming 100k€ of savings for 2016)
- Customer experience: analysed the process of promotional offers for indirect distribution channels (identified main issues regarding timing and billing)
- Digital operations: studied digital check-in solutions for customers on site
CAPGEMINI CONSULTING
- Manager in the Strategy, Marketing and Sales Division
2006 - 2014Roles and responsibilities:
- Managed day-to-day projects: from project planning to implementation
- Managed teams, clients and providers when required
- Developed business, gained new clients
- Other contributions: built and delivered a course on process digitalization for ESSEC students, trained and mentored consultants
Type of projects in Retail and Corporate Banking, Insurance, Energy & Utilities, Public sector:
- Customer experience: developed a multichannel client transformation program, defined a client strategy and implemented a client segmentation
- Process digitalization: defined a paperless model impacting processes from Front to Back Office, implemented a dematerialization program
- Strategy & Sales: built a 3-year strategic development plan, defined a roadmap to address 5-year business needs, remodelled a 2000 branch network, developed payment strategy program (SEPA)
- Cost optimization: implemented a 15% cost reduction program
- Change management: developed a training plan for more than 200 managers,defined a communication plan impacting 3500 employees
FROMAGERIES BEL
- Assistant product manager for "La vache qui rit" (internship)
2003 - 2004- Analyzed the brand performance (panel studies, monthly statistics, forecasts, budget)
- Organized promotional operations and advertisements for specialized papers (from agency selection to production)
- Participated to the launch of 2 new products (launching strategy, packaging, couponing)
