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Jean-Marie BIDEAU

Sophia Antipolis

En résumé

Product Management / Project Management (Online customer service, Knowledge Management, Sales and Help Desk CRM Siebel applications, Datawarehouse...).

CRM strategy (target processes and organizations for marketing, sales and customer care departments)

Team Management (15+ headcounts)

Specialties: Web Customer Service and multi-channel integration, Sales Force Automation, Help Desk applications, Project Management, Product deployment and adoption,

Mes compétences :
CRM Strategy
Loyalty
Microsoft CRM
Segmentation
Siebel
Strategy

Entreprises

  • Amadeus Nice - Senior Manager, Business Relationship Management

    Sophia Antipolis 2014 - maintenant Senior Business Relationship Manager for Global Business Services (GBS) department.
    - Establish and maintain value-driven, strategic relationships with the different Amadeus departments.
    - Proactively manage their business demands to plan and prioritize investment portfolio and related activities.

  • Amadeus - CRM Manager

    Sophia Antipolis 2004 - 2013 E-Support Centre Unit Manager
    - Responsible for Amadeus Global online self service support solutions.
    - Establish Product Plan for Airlines, Travel Agents and Internal users.
    - Drive product innovation processes in cooperation with development, business units and markets.
    - Drive roll-out worldwide.


    CRM Customer Support Product Manager (800+ internal users across 40+ countries)
    - Gather, analyse and prioritize requirements.
    - Lead CRM Customer Support analyst resources.
    - Work actively with the development teams.


    CRM Sales Product Analyst (1000+ internal users across 40+ countries)
    - Business requirements analysis and functional validation of software customisation.
    - Roll-out team support.

  • PricewaterhouseCoopers - CRM Manager

    Neuilly-sur-Seine 2000 - 2003 CRM strategy
    - Defined and implemented target processes for customer care department of La Poste.
    - Analysed current processes and defined target processes for marketing, sales and customer care departments of Aventis Crop Science

    CRM software implementation
    - Implemented Siebel Sales for Alcatel, EDF and Vediorbis
    - Managed European customer bonus program for Total (specific development).

    Management Responsibilities
    - Project Management: coordinated cross-functional teams and ensured that deadlines and client expectations were met within budget.
    - Responsible for coaching, recruitment and performance review.
    - Business development: lead qualification and answer to RFQ.

  • British American Tobacco - Trade Marketing Executive

    Boulogne-Billancourt 1997 - 2000 Sales Organisation
    - Defined sales cycles (customer targeting and objective setting, in-store material development). Followed-up sales representatives’ performance.
    - Sales representative for tobacconist outlets.

    Marketing
    - Responsible for market information analysis and sales forecasts.
    - Defined new customer segmentation and changed marketing and sales approach (including geo-marketing and multi-channel approach).
    - Brand executive: launched new products and developed marketing campaigns.

    Sales and Marketing Information Projects
    - Implemented Marketing & Sales datawarehouse (Oracle and Business Object).
    - Implemented a temporary SFA solution developed with Lotus Notes.

Formations

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