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BNY Mellon
- CRM MANAGER
Paris
2013 - 2015
Reporting to the VP of marketing, 2 direct reports
Responsible for managing and developing Newton CRM strategy and systems (Salesforce sales and marketing):
* Identify and drive the long-term CRM strategy, build the CRM roadmap in line with the business and technology strategy, challenge and prioritise requirements
* Champion the new CRM system buy-in and advise on best practices
* Manage user testing, roll out and training on the new CRM system with CRM project delivery
* Help build the sales and marketing strategy (client account plan, campaigns target and audience)
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Veolia Environment
- Head of Marketing Unit in Charge of CRM Development
2007 - 2013
Reporting to VP of marketing, working internationally
Managing 2 direct reports (recruitment, training and development) + 10 to 20 indirect on projects
Responsible for:
* Establishing strong and qualitative relationships with passengers on Veolia transport networks
* Building customer strategy from scratch from ideation and conception to implementation
* Implementing CRM software to support the CRM activities: vendor and integrator selection, business analysis, follow up of design, implementation, project and change management (incl. business plan)
Customer service: Salesforce Sales and Service
Marketing campaigns: Salesforce Marketing and EmailVision campaign commander
Websites: CMS (Fiona)
* Defining new service offers and helping operations develop their business (marketing strategies review, campaigns and loyalty development such as commitment to customers)
Programmes implemented:
* Comprehensive programme to process complaints and information requests
Achievement: improved complaints procedure (tracking, response time), satisfaction rate for customer resolution increased by 10%, lowered penalties on complaints for contracts with local authorities
Key data: 2.5 years, implemented in 6 countries, 30 networks, 200 users worldwide (on-going)
* Core passenger website for transport networks
Achievement: customer information and service available to extended hours and extended geographical areas (static such as real time information, trip advisor, tickets purchase, etc.)
Key data: 1.5 years, implemented in 7 countries
* Call centres re-engineering
Achievement: sustainable call centres to support operations, extended customer service
Key data: 1 year, implemented in 2 countries
* Direct marketing, local events, partnerships, digital marketing operations
Achievement: increased patronage (+2 to +5% according to the operation x network), conversion to annual pass, digital marketing activation (blogs, social media, etc.)
Key data: 2 years, implemented in 2 countries, 2.5m customers in the database
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BearingPoint
- CRM MANAGER
Paris la Défense cedex
2001 - 2007
Responsible for leading CRM projects and business development of CRM services and offers
Projects and achievements
* For SFR, Vodafone affiliate, #2 French mobile operator (21.5 million customers)
Delivery of a flexible loyalty program including mobile renewal packages, loyalty points and offers, new Front Office IS able to handle the new loyalty program (Clarify, Enabler & E.piphany)
Key data: 4 years, 5 direct reports, reporting to VP of customer loyalty
* For the French Post office (4 months): definition of a mail information package (10 B2B clients after 3 months)
* For Randstad (6 months, 250 users): training and assistance in launching new CRM on Siebel 7
* For Renault (10 countries, 18,000 users): design of a change management strategy and plan
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CSC PeatMarwick
- CRM CONSULTANT
MONTAUBAN
1999 - 2001
Project and achievements
* For Air France (6 months): definition of a service offer for passengers in transit at Roissy CDG hub ;
* For Peugeot and Vivendi (4 months): definition of a service portal for car drivers
* For Vilmorin (seed company, 1 year, 1400 users): processes and IS harmonisation on JDEdwards ;
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Danone
- ENGINEER
Paris
1999 - 1999
Definition of targeted products from a sensory perspective, help with developing these products
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CSC Peat Marwick
- Consultante CRM
MONTAUBAN
1999 - 2001
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Unilever
- PRODUCT MANAGEMENT ASSISTANT
Rueil-Malmaison
1998 - 1998
Launching of new products, follow up of product development with the UK, set-up of the customer service
