International CRM deployment (Marketing, Sales, Services) from feasibility to run : feasibility studies, processes optimization, program design and organization, change management, on premise & cloud CRM software design and deployment, interfaces, migration, country deployment, PMO, Scrum.
Innovation driven offering, sales and operations management : social contact center, contact center agent unified desktop, Voice of Customer, BO work optimization. Atos Innovation yearly competition participation.
Smart Contact center offering management : offering design, sales and operations management. Audit, transformation roadmap, opportunity studies, process optimization, solution deployment, change management, contact center manager coaching, outsourcer management, digital customer journey optimization.
Pre-sales & sales : sales pipe follow-up (with a focus on Financial Services), RFI & RFP answering, team selection (consultant & IT), assignement P&L responsibility, closing. Atos best deals recognition (SFR, Renault).
Partnership management : CRM leader & innovative partnership (Genesys/iWD, Sinequa, Dimelo, Erdil), common sales pipe follow-up, common offering set-up, joint sales events (business breakfast, Big Data convention speaker).
CRM practice management : stream lead (innovation, training, people streams) and consultant animation, social and team building events, CRM Training courses setup and delivery, webinar.
Ressource management : recruitment, objective definition, direct management in assignments, appraisals, coaching, consultant & IT team management (from 1 to 20).
Knowledge of various industries : services, automotive, financial services, public sector, industry, transport, energy.
Operations : outsourced contact center manager, direct marketing manager.
Mes compétences :
Gestion de la relation client
Gestion de projet
Centre de contact