La Défense
In my current role of Group IT Business Partner, I support Sales, Customer Service and Marketing teams to achieve their business goals and sales objectives by enhancing operating processes and IT applications used by people dealing with customers.
At the interface between business front-office and back-office end users and IT developers I lead significant and transversal transformation projects and IT evolutions (Agile and Waterfall framework) focused on the Dynamics 365 CRM, GENESYS Contact Center and HUBSPOT Marketing automation applications.
All application evolutions are designed and developed with the aim to digitalize, move to cloud and integrate with our core ERP system SAP (OTC processes).
- 3 years strategic development roadmap definition in close collaboration with business executives.
- International team leading with people located in multiple countries (direct and dotted line reports, external consultant, off-shore development teams).
- Strong Customer Service (call center) and Customer Experience background (KPIs monitoring, design thinking approach, NPS, customer journey improvement) on BtoB and BtoC area of business across a range of service and industrial companies.
- Advanced problem-solving abilities (root cause analysis, lean management, DMAIC).
- "Make it simple and easy" driven when leading change management, training and adoption of in-house and outsourced operational teams.
- Negotiation abilities with staff representatives before to Go Live with new applications and operating processes.
- Demonstrated excellent communication and leadership skills.
- Budget management (OPEX-CAPEX) and cost optimization dealing with external suppliers (fixed price or time and material modes).
