Menu

Eric MASTAING

PARIS

En résumé

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 :
Social CRM
Gestion de la relation client
Gestion de projet
Centre de contact
Sales Force

Entreprises

  • Atos Consulting - Senior Manager

    2001 - maintenant Senior Manager in the Customer leadership Practice, 20 CRM specialized consultants.

    Renault – Worldwide contact center deployment based on Salesforce solution (Rforce Project, 900 users) – On going
    • Manages a team of 20 (central & India) covering three main activities (deployment, core solution and support). The objective is to deploy around 30 countries in 1,5 years. Program organization and planning, methodology definition, scrum based deployment. 10 countries deployed so far, planning on tracks. A 4 milllions euros project for 2014.

    SFR –New contact center agent front tool design and deployment, using Big Data technology (FAST project)
    • Piloted the POC phase to completely renew the agent 360° CRM GUI (functionalities, ergonomy, design) that helped win the full project to equip 10 000 users. Supported the project Phase 1. In production, this solution has reduced some processes duration by half, allowing the company to save more than 50 millions euros over 3 years. Based on Sinequa.

    BNP, RATP, MAAF, SIEMENS, EDF, French Ministry of Finance : Contact center audit and opportunity studies, roadmap and multichannel deployments.
    • Various assignements based on our Smart Contact Center offering in order to analyse and propose optimisations of contact centers (organization, processes, management, HR, tools, reporting). Project deployment of new multichanels solutions, involving digital transformation of the customer journey.

    OBS (Russia, Morocco), OBS Sales & Marketing (worldwide), Peugeot – Sales & Marketing audit, opportunity studies and implementation of SFA/Campaign management solutions for large international companies
    • Project manager in charge of the feasibility study followed by the business implementation (processes & change management), supervising the entire project implementation. (UNICA, PeopleSoft, MS Dynamics). Process driven fast deployment methodology (3 months for SaaS solutions).

    MAAF, EDF : social contact center opportunity studies
    • Defined the building blocks necessary to go from a social community management to an industrialized social engagement of social contacts. Analysis and recommandations (organization, processes, outsourcing, transformation roadmap)

    Atos - HR SSC implementation, worldwide HR Transformation program
    • Strongly involved in the design phase (implementation strategy, business case, quick wins, migration strategy, planning, pilot selection). In charge of the build phase (defined the SSC organizational model: processes, organization, SLA, reporting) and participated to the implementation phases (France, Spain, UK). Opportunity (merger, outsourcing) and profitability studies. Opportunity study for phone tools evolution (ACD, call recorder, call screen) and CRM tool acquisition. 1,5 year assignement. International team, mainly FR and NL. HR SSC in place and running.

  • GTS OMNICOM - Various CRM positions (Customer Service Manager, SFA project Manager, Telemarketing Manager)

    1998 - 2001 Customer Service support manager, Customer Service Department
    Improvement of the BtoB Helpdesk performance

    SFA Project manager, Organization and IS Departement
    Management of the SFA system implementation for France – European project

    Telemarketing manager, GTS-Omnicom, Operational Marketing Department
    Management of BtoB outbound calls campaigns, Contact center outsourcers management, Management of the internal team of 10 people

  • Teleperformance - Contact Center Manager

    Asnières sur Seine 1996 - 1998 Managed telemarketing campaigns for customers in a very demanding environment (quick response to customer needs, daily report, quality control, resources management, profitability management). Design and implementation of telemarketing projects (advise, build, implement, control and bill) for various customers : internet service providers, public sector, insurance for customer service, sales appointments, product information, product selling, surveys. (2 M€ budget over two years). Managed 25 agents, 4 supervisors, and one admin.

Formations

Réseau

Annuaire des membres :