Yvan - Chef de projet SALESFORCE

Expérience professionnelle

Confidential (Detailed project) United States
Sales Cloud/Service Cloud Developer/Pardot Specialist January 2021 to May 2022

Description: largest home improvement retailer in the United States, supplying tools, construction products, and services.


Role and responsibilities: Pardot Specialist in charge of their solution implementation.

Scope of the setup:
Administration (Salesforce Sales Cloud application / platform configuration and management / deployment including Marketing tools such as Pardot, Engagement studio and social studio)
Salesforce CPQ set-up
Acted as Pardot systems administrator by maintaining data within Pardot, including but not limited to assigning user permissions, User management, role creation, and group configuration for Pardot business users.
Configured Automation Rules and Segmentation lists based on prospect categorizations and to be used in various marketing communications.
Worked with campaign managers to develop automated email campaigns and developed emails that could utilize Pardot's dynamic content system.
Worked on Email module with email template creation, content configuration, personalization, sender profile setup and test send validations.
Configured landing Pages with personalization and dynamic content to be used for various marketing purposes.
Form building activities to configure and setup enriched forms to capture lead data used during B2B communications.
Implementing Custom redirects required for various business needs. Prospect management, Prospect field configurations and visitor data management.
Created Pardot complex journeys through various Engagement Programs.
Managed Salesforce engagement studio for users and created email templates as per the requirement.
Utilize Pardot for daily production and deployment of mass marketing emails, ensuring that these emails also report metrics back to Salesforce, and if necessary, build campaigns within Salesforce.
Performed system implementation, configuration, tuning, Creating and managing users, profiles, roles, and permission sets in Salesforce
Generated reports, dashboards, using Data Loader to import/export data and processes to continuously monitor data quality and integrity.
Created V-Lookup’s and prepared the .CSV files for each object as a part of data extraction from salesforce
Developed workflows, validations, approvals, worked with Process builder and Flows.
Designed, and developed Apex Classes, Controller Classes, extensions and Apex Triggers for various functional needs in the application.
Maintained test coverage for all the classes and triggers and supporting deployment activities
Used SOQL & SOSL with consideration to Governor Limits for data manipulation needs of the application using platform database objects
Used the sandbox for testing and migrated the code to the deployment instance after testing.
Created Business Requirements, User Stories, Test Cases, User Acceptance Testing and ability to design and implement a Salesforce solution to existing business challenges. Deep understanding of salesforce architecture, processes, product and best practices.
Supported (end user support for troubleshooting / issue resolution if required, application debugging and fixes)
Addressed user questions, aggregate and prioritize user feedback, and plan and implement system enhancements based on personal expertise, user feedback and organizational goals.
Interreacted with business users and stake holders to gather requirements and get it done.
Identify system problems, develop fixes, ensure full quality assurance testing, implement solutions, document and train users on system best practices and processes.
Implementation of Experience Cloud (Former Communities)

Selected Achievements:
Solutions successfully deployed on time and on budget.


Yara International APAC
Adobe Marketing Specialist June 2020 to June 2021

Description: Yara International ASA is a Norwegian chemical company. Its largest business area is the production of nitrogen fertilizer, however it also encompasses the production of nitrates, ammonia, urea and other nitrogen-based chemicals.


Role and responsibilities: AEM Senior Architect.

Scope of the solution:

Serve as the subject matter expert on AEM, content management, marketing automation, web analytics and targeting capabilities
Translate business requirements into well-designed solutions that best leverage the AEM platform
Lead technical design sessions to plan and document technical solutions aligned with business objectives
Manage technical delivery of custom development, integrations and data migration elements of AEM implementation
Coordinate geographically dispersed authoring, development and Quality Assurance teams
Utilize deep understanding of AEM and other Adobe solutions to make appropriate technical decisions
Developed custom AEM 6.4 components for Web Content Management.
Developed video components and integrated with GVP ( Google video player ).
Used Maven scripts to build the application and deployed on Web Logic Application Server.
Developed components that include fetching the content dynamically based on tags.
Involved in Development work for Mobile flow of Digital Welcome center.
Worked on Environment setup for Mobile flow.
Adding assets to DAM and manage DAM images to remove duplicates
Working knowledge on OSGI Sling Platform, Deployment & Packaging, repository JCR Content publishing in CMS.
Developed custom multi fields using ExtJS based on the requirements.
Responsible for defining the Project setup, defining the templates required and components.
New websites and local environments, and migrated existing websites to the AEM 6.4 platform; demonstrated ability to quickly learn new framework.
Partner with the Scrum Master to lead our team in breaking down complex Features/Stories into well understood and achievable tasks.
Manually testing the various components and templates.
Authoring the pages.
Setting up the project structure.
Maintaining the User permissions and also have experience in Help Desk .


Selected Achievements:
Solutions successfully completed on time and on budget.




Singtel Singapore
Adobe Marketing Cloud/AEM Specialist January 2019 to May 2020

Description: Singtel is the largest mobile network operator in Singapore with 4.1 million subscribers and through subsidiaries, had a combined mobile subscriber base of 640 million customers at the end of financial year 2017.


Role and responsibilities: Integrate Adobe Marketing Cloud with an enterprise bot solution to be used as an additional channel to nurture leads (Web and WeChat) and create AI-powered self learning campaign for Singtel’s Customer Service triggering upsell/cross-sell offer based on existing customers behaviour.

Scope of the solution:

Creating a home page and adding or replacing products for the online shopping website on both mobile and desktop using granite.
Adding the new products into the components with the description suitable to the product.
Involved in design, development, testing, and production deployment phases of the project using
Agile Methodologies.
Merging the updated code into Jira.
Extensive use of CQ tag libraries and custom tag libraries in components.
Worked on implementing CQ5 in project planning, analysis and estimation.
Involved in all AEM related design and framework development using templates, components
widgets, AEM bundle, JCR/Sling API, clustering publish and author setup.

Scope of the setup:
Adobe Campaign (Classic)
Adobe Analytics
Adobe Experience Manager
Adobe Target
Google Dialog Flow

Selected Achievements:
Solutions successfully deployed on time and on budget.

AHK Prod France/Hong-Kong
Salesforce & Pardot Specialist December 2018 to September 2019

Description: Specialist of the custom promotional products and tailor-made project for more than 22 years with 7 offices spread across the globe. AHK-Prod collaborate with corporate giveaways and advertising items distributors & retailers, or business end users.



• Role and responsibilities: Pardot Specialist in charge of their solution implementation and team training.

Integration of Salesforce with their ERP and Prestashop

• Scope of the setup:
o Salesforce connector
o Email Marketing
o Advanced Dynamic Content
o Salesforce custom objects
o Advanced segmentations and automations
o Engagement Programs
o Lead Nurturing
o Lead Scoring
o Forms &Landing Pages
o A/B testing
o B2B Marketing Analytics
o Salesforce Engage
o Administrator and users training
o Sales Cloud
o Prestashop


Selected Achievements:
Solutions successfully deployed on time and on budget.


Somfy France, Germany, Middle East
Salesforce CRM & Marketing Cloud Specialist August 2018 to March 2019

Description:

Somfy is the world leader in the automatic control of openings and closures in homes and buildings. For over 45 years, Somfy has allowed people to transform their living environments with automatic controls, by designing and developing solutions offering comfort, security and energy savings.


• Role and responsibilities: Solution specialist and EMEA deployment lead for 10 countries where the group operates. The solution developed was a Salesforce CRM/Marketing Cloud solution to manage their sales pipeline, their partners ( solution installer) and foster their customer engagement.
• Scope of the setup:
o Omni-channel campaigns (Email, SMS, Advertising) with the Journey Builder
o Social Studio
o Multilingual email template
o Integration with DMP
o Integration with Salesforce
o Audience Builder
o Sales Cloud


Selected Achievements:

Solutions successfully deployed on time and on budget.

Johnson & Johnson France, United Kingdom, United States
Adobe Marketing Cloud Specialist March 2017 to January 2018

Description:

Johnson and Johnson uses Adobe Marketing Cloud to power highly personalized campaigns. The objective was to have a consistent way to communicate with the consumer across different healthcare brands while unifying the campaigns management.
An Adobe Campaign solution was implemented to increase customer enablement and engagement across brands like Carrying Every Day, J Baby, Nicorette, Regain, Calpol leveraging email campaigns.

The solution implemented allowed Johnson & Johnson to send targeted promotional emails to registered customers according to their interest in products showcased on the website. The customer interactions with the content of the emails had to be stored in a database maintained by Epsilon.

The solution allowed to send highly targeted communication based on customers interactions behaviours, product interests and special days communications days like Women’s day, Children’s day and other occasions to registered users.


• Role and responsibilities: Solution specialist and deployment lead

• Scope of the setup:
o Adobe Campaign (Classic)
o Adobe Analytics
o Adobe Experience Manager
o Adobe Target
o Salesforce Sales Cloud


Selected Achievements:

38% Increase of the consumers interact in products can know who the clients are shown interest on their product campaigns.
27% Revenue increase related to upsell and cross-selling


Total France/Belgium
Salesforce & Marketing Cloud Specialist January 2017 to April 2018

Description: French multinational integrated oil and gas company and one of the seven "Supermajor" oil companies in the world. Its businesses cover the entire oil and gas chain, from crude oil and natural gas exploration and production to power generation, transportation, refining, petroleum product marketing, and international crude oil and product trading.



• Role and responsibilities: Salesforce/Marketing Cloud Specialist in charge of their Salesforce/Marketing Cloud B2C solution for the Belgian market implementation.

Solutions design, Configuration, integration with 3rd parties, and Development

Selected Achievements:
Solutions successfully deployed on time and on budget.


Hotel B&B Switzerland
Salesforce & Marketing Cloud Specialist November 2017 to February 2018

Description: Bed and Breakfast hotel network


Role and responsibilities: Marketing Cloud Specialist in charge of their pre- check-in and post-booking journeys implementation. Solutions design, Configuration and Development.

Customization of Salesforce to create a solution verticalized for hospitality management.

• Scope of the setup:
o Sales Cloud
o Marketing Cloud


Selected Achievements:
Solutions successfully deployed on time and on budget.


World Economic Forum Switzerland
Salesforce & Marketing Cloud Specialist February 2017 to December 2017

Description: Swiss nonprofit foundation, Recognized by the Swiss authorities as an international body. Its mission is cited as "committed to improving the state of the world by engaging business, political, academic, and other leaders of society to shape global, regional, and industry agendas".

Transverse Salesforce/Marketing Cloud Specialist in charge of custom development for the WEF events (ASEAN, DAVOS, etc)

• Role and responsibilities: Solutions design, Configuration and Development. Development of a salesforce based custom solution in Apex to manage the complex events and membership type of the organization
• Scope of the setup:
o Sales Cloud
o Marketing Cloud
o Spotfire
•

Selected Achievements:
Solutions successfully deployed on time and on budget.

Accengage France
Marketing Automation Specialist August 2016 to June 2017

Description: Company offering Push message technology provider for smartphones.

Development of a connector bridging the push platform with Marketing Cloud to execute multi-channel campaign leveraging the push channel through the Journey Builder

• Role and responsibilities: Solution design, Configuration, Development and continuous improvement of the solution
• Scope of the setup:
o Sales Cloud
o Salesforce Marketing Cloud
o ISV development


Selected Achievements:
Marketing Cloud solution successfully deployed on time and on budget.



European Society of Cardiology (ESC) France
Market Automation & CRM Specialist February 2016 to September 2016

Description: The European Society of Cardiology (ESC) is a non-profit knowledge-based professional association that facilitates the improvement and harmonization of standards of diagnosis and treatment of cardiovascular diseases.

Implementation of Marketing Cloud assets: Marketing Cloud Connector configuration, implementation of automatically triggered RSS to email templates, complex transactional messages generated in Salesforce but sent from Marketing Cloud
Implementation of Salesforce Member Nations: membership management solution

• Role and responsibilities: Solution design, Configuration and Development as email marketing best practices training. Configuration of Member Nations, development of customs triggers and integration with Oracle ERP.
• Scope of the setup:
o Sales Cloud
o Service Cloud
o Member Nations
o Tableau BI


Selected Achievements:
Salesforce solution successfully deployed on time and on budget.

Louboutin France/Italy/Switzerland/US
CRM Project Manager January 2015 to May 2016

Description: a French luxury footwear and fashion designer whose footwear has incorporated shiny, red-lacquered soles that have become his signature. Revenue in 2014: 350 million €

Deployment of several Salesforce customer service solutions: deployment of a solution in Louboutin’s boutiques and support units in Europe, deployment of a repair follow-up solution and US deployment of the European solution

• Role and responsibilities: Solution design, Project portfolio management, Functional and Business expertise delivery in support center creation. Salesforce<> Magento integration lead
• Scope of the setup:
o Sales Cloud
o Service Cloud
o Field Services


Selected Achievements:
• Salesforce solution successfully deployed on time and on budget.



Poste Immo France
SaaS CRM Expert April 2015 to May 2015

Description: Poste Immo is the global real estate and property operator of La Poste Group (French mail company), managing more than 7 millions square meters.

Benchmarking of CRM package (Salesforce vs SAP Customer Engagement).

• Role and responsibilities: Benchmark of the packages, expertise consulting to the board of director regard the way to prepare the implementation (business, functional, technical and change management aspects.), hearing and assessment of the providers offer.

Selected Achievements:
• Selection process solved in 3 weeks despite the fact the selection process was stuck for various reasons (complex technical information system, political conflicts)
• Salesforce selected

Pernod Ricard France
Senior BA/Project Manager January 2015 to April 2015

Description: Pernod Ricard co-leader of the global wines and spirits industry. Pernod Ricard employs more than 18,000 people in more than 70 countries worldwide.Revenue in 2011: 7.643 billion €

Deployment build of an SFA (Salesforce Automation) solution based on Salesforce as well as a mobile app used by sales rep to close deals remotely in 11 countries.

• Role and responsibilities: Ensure the timely implementation and deployment, design and build best practices and compliance rules monitoring, minimize the gap between the core model and local adaptations, Sales team training, Change Management.

Selected Achievements:
• Salesforce solution successfully deployed on time and on budget for the locations assigned.


SITA Switzerland, UK, US, Brazil, France
Deployment Lead March 2014 to December 2014

Description: SITA is the world's leading specialist in air transport communications and information technology (IT).

Deployment of an SFA (Salesforce Automation) solution based on Salesforce for SITA. Highly customized SFA solution for to support SITA multi-stage complex opportunity management.

Marketing Automation packages benchmarck: Pardot, Marketo, Exact Target

• Role and responsibilities: Data Migration, Configuration, Marketo Integration, Change Management, America deployment lead, Critical users support.

Selected Achievements:
• Salesforce solution successfully deployed on time and on budget in North, Central and Latin America.
• Implemented Marketo on time and budget
• Led the change management campaign which led to a 97% adoption rate.


Proxis/Make IT Simple Brazil
Principal IT/CRM Strategist June 2013 to March 2014

Description: Proxis is a call center specialized in multi-channel relationship with its customers. Make IT Simple is its CRM consulting firm spin-off delivering expertise in Salesforce.

• Role and responsibilities: Rework of the business strategy: business model, business development, internal processes, and opportunity pipeline growth. IT department lead: ensure the timely and quality of the technical delivery. Some clients projects/relationship managed: Ely Lilly, Astra Zenecca, Allergan, Agility,COOP, etc. Led 12 persons from the IT development team.

Significant contributions:
• Development team training to various methodologies (SCRUM, Agile, core model etc.) technologies (Apex) and project management
• Benchmarked various CRM packages (Salesforce, MS CRM Dynamics, Siebel, SAP CRM, Net Suite CRM and Oracle on Demand) in order to define which one is the most suitable to satisfy various clients requirements.
• Improvement of the KPIs allowing a better monitoring of the development team performance
• Establishment of strategic partnership with external providers (software and consulting firms)
• Off-shore, near-shore Supplier management (set-up of outsourcing policies, performance assessment)
• Rework of the delivery model and methodology
• Set-up the company to be “compliance ready” based on the standards of clients (pharma, banking,etc)
• Establishment of a new pricing matrix to increase billing profitability
• Improvement of the KPIs allowing a better monitoring of the business value generated
• Involvement in events preparation and ROI
• Involvement in marketing material design
• Deployment of Pardot as marketing automation tool



CGI France
CRM Manager February 2012 to June 2013

Description: Provides a complete range of services including outsourcing, systems integration, management consulting, and security.72400 employees in 40 countries. Revenue in 2012 $5,2 billion.

Role and responsibilities: Senior Business Analyst and CRM Project Manager: manage and lead CRM projects from requirements gathering to users training and solution deployment. Also involved in vendors partnership and bid management. Direct management of resources from our Indian development center.

Significant contributions:
• Trained younger consultants to business process analysis and CRM project methodology
• Providing excellent business development support, which helped win major bids for 3 out of 4 projects in 6 months’ time, against very strong competitors (Accenture, CAPGEMINI and Business & Decision).
• Vendors management and partnership establishment (Salesforce, Selligent, etc)
• Definition of KPI for monitoring and evaluation of our business strategy


CRM Program Manager and solution specialist (Onsite, Client - Renault)
Renault is the first french car maker.128322 employees all around the world. Revenue in 2011: €42,68 billion.

Project “Connected Services”: Customer service project. managed the roll-out of a customer service application for Renault embedded system (GPS, Appstore-like, etc.) based on ******** in Portugal, UK and South Africa.
Led business analysis, design workshops, specifications drafting, test plan & use case drafting, Interface between the business and the technical teams. Also involved in the project management (cost, risk, resource management, gap analysis, evolution request management & scope follow-up). Location: Paris (France) & Lisbon (Portugal).
Selected Achievements:
• Salesforce solution successfully deployed on time and on budget thanks to an efficient project steering and very good relationship with the client.
• Led the change management campaign which led to 98% adoption rate
• Providing excellent business development support, which helped wins bids for 4 out of 5 projects in 6 months time, against very strong competitors (Accenture, CAPGEMINI and Business & Decision).

Project “CCBIC”: Deployment of a Salesforce customer care application in a pilot country (Brazil) prior to a 26 countries Salesforce roll out. Led a team of up to 17 persons.
Performed same tasks as Project “Connected Services” ones. Also Led operational coordination between Renault Corporate (France) & Renault Do Brazil teams. Location: Paris (France) & Jundiai (Brazil).

Project “SFA/LMT”: Deployment of an SFA solution with partner/customer portal implementation based on Salesforce.
Involved in business processes analysis, solution design (both functional and technical build strategy)
Additionally to these projects, were led in parallel 4 other initiatives ( mainly around customer and partner portal implementation)

Senior Business Analyst (Onsite, Client - Chronopost) February 2012 to March 2012
Chronopost is one of the biggest express delivery provider in the world. 3500 employees. €665 million turnover.
In-house pricing application development based on ******** technology integrate to a salesforce application. Location: Paris (France)
• Led requirements gathering workshops
• Defined and designed detailed business process specifications deliverable.
• Created pricing monitoring performance framework with new reports and dashboards.
• Drafted tests procedures which included guidelines for creating tests cases, tests scripts, methods for capturing tests results, and resolving tests anomalies
• Performed tests execution, resources management

Selected Achievements:
• Ensured operational continuity and excellence. Worked for over 65 hours per week, in order to complete the design and the build of the new pricing system as per time/scope/budget and quality.

Kurt Salmon Luxembourg
CRM Manager November 2010 to January 2012

Description: Provides a complete range of services including outsourcing, systems integration, management consulting, and security.72400 employees in 40 countries. Specialized in Private Banking, Capital Market.

Role and responsibilities: CRM Consultancy Manager and Senior Business Analyst: manage and lead CRM projects from requirements gathering/analysis to users training and solution deployment as well as manage the development of the new CRM practice

Significant contributions:
• Involved in the establishment and development of a new CRM practice within Kurt Salmon Luxembourg: delivered CRM project methodology and best practices, trained new CRM consultants being previously financial services consultants. Also contributed to win major bids for 6 out of eleven in 9 months and business development (participation to events, private banking CRM vendors’ research & partnership, opportunity management and leads detection).

CRM Senior Consultant (Onsite, Client - European Investment Bank) October 2011 to December 2011
The EIB is the European Union's bank. As the largest multilateral borrower and lender by volume, it provides finance and expertise for sound and sustainable investment projects which contribute to furthering EU policy objectives.

Project: Study of the EIB IT system applications containing stakeholders and customers data in order to consolidate them in a single customer data referential. Location: Luxembourg (Luxembourg)
• Led customer data repository processes and usage analysis amid the European Investment Bank applications
• Gathered requirements for the coming implementation of a new CRM package
• Benchmarked various CRM packages (Salesforce, MS CRM Dynamics, Siebel, SAP CRM Sugar CRM and Oracle on Demand) in order to define which one is the most suitable to satisfy EIB requirements.
• Risk analysis related to the implementation of a new CRM package, especially about integration and adoption risk.

Selected Achievements:
• Developed data referential architecture, allowed the EIB reaching data quality and integrity by reducing 100% of double entries and increased by 37% its teams’ productivity.
• Interacted efficiently with the EIB directors (basically difficult because of the vertical hierarchical organization and internal political matters). This allowed us becoming a privileged interlocutor for the IT projects of the EIB and facilitating contracts negotiations.

Change Management Champion (Onsite, Client – confidential client) March 2011 to October 2011
World’s largest provider of connectivity solutions. Revenue in 2011: $14, 3 billion.
Project: Change management lead in Europe in a context of worldwide Salesforce (Sales & Service Cloud) deployment (4000+ users) on multiple organizations – SFA project. Location: Darmstadt (Germany). Technical environment: Salesforce, MS Dynamics AX.

• Involved in the design, planning and running of the change management plan (communication, events and training)
• Gathered and analyzed users feedbacks from surveys, interviews and heatmap’s software (Click Tale)
• Interface between the business and the technical teams
• Drafted Administrators & Key users training deliverables
• Defined KPI and Monitored the performance of the end users support
• Led European change program local teams (17 persons)

Selected Achievements:
• Reached 90%+ adoption rate for the change management campaign on a population of 1200+ users population
• Established successfully a Salesforce skill centre dedicated to deliver Salesforce’s training to users and ensure best practices compliance.

CRM Senior Consultant (Onsite, Client – European Commission) November 2010 to March 2011
The European Commission is the executive body of the European Union responsible for proposing legislation, implementing decisions, upholding the Union's treaties and day-to-day running of the European Union.
Project: Salesforce implementation (Sales cloud, Partner Portal, Chatter) to streamline European Commission relationship with all its IT programs stakeholders (contractors, Government, European Union bodies, etc). Location: Brussels (BELGIUM). Technical environment: MS Dynamics CRM, Siebel, Salesforce, Oracle On Demand

• Led feasibility study by comparing various CRM packages (Salesforce, MS CRM Dynamics, SAP CRM, and Oracle on Demand) in order to define which one is the most suitable to satisfy European Commission’s requirements
• Exact Target integration
• Interface between the business and the technical teams
• Designed target applicative and functional architecture
• Involved in Salesforce’s solution the proof of concept’s building

Selected Achievements:
• Implemented Successfully programs management capabilities in Salesforce (Via Attask) and complex management of stakeholders (via Salesforce Partner Portal): Hundred thousand euros saved per years
• Released successfully complex reports & dashboards to manage stakeholders contractors performances: brought real-time knowledge of the financial and projects status
• Supported the client to prepare a coming integration project based on our released proof of concept

Freelance
Application Architect (Onsite, Client - Reed Midem) September 2010 to November2010
Reed Midem is the world’s leading organizer of premium professional events for entertainment and real estate sectors.
Project: Design of a master plan in a context of total rework of the Reed Midem IT architecture with a target architecture structured around Salesforce (SFA solution), Exact Target, and ******** technology. Location: Paris (France)

• Led business analysis processes: business requirements gathering (workshop) & analysis, specifications drafting, solution design
• Exact Target integration
• Designed Multi-level System cartography: Business, Metadata, Architecture, Technical
• Involved in the specifications of an Email marketing tool integrated to Salesforce (Exact Target)

Selected Achievements:
• Delivered target architecture, adopted by Reed Midem and helped increasing business productivity by 35% and reduced costs by 19%.

CAPGEMINI France
Solution Lead January 2009 to September 2010

Description: Provides a complete range of services including outsourcing, systems integration, and management consulting and security.121026 employees in 48 countries.

Role and responsibilities: CRM Solution Lead: Delivered CRM expertise on business process analysis in the following areas: sales force automation, customer support, marketing campaign. Activities were: requirements gathering workshops, project management, application build & test, users training, deployment and post-deployment support.

Significant contributions:
• Built a Salesforce CRM implementation commercial offer for mid-sized business and detected 4 qualified lead (2 converted in clients)
• Contributed to win major bids for 2 out of 3 in 6 months
• Involved by an insurance client in the design of a loyalty program its brokers’ network. An additional activity to the initial project which generates more revenue from this account.

CRM Consultant (Onsite, Client - APEC) February 2009 to June 2009
Major player on executives job search markets, APEC brings to its customers expertise on recruitment, competencies management, career path advisory. 39000 companies and 800000 executives and fresh graduate use APEC services in France.
Project: Salesforce CRM implementation -SFA- in a context of APEC’s IT architecture total rework. Technical environment: Agresso, Salesforce, Mercury Quality Center, Peoplesoft.

• Involved in requirements gathering workshop: business requirements analysis, specifications drafting, solution design
• Configured Salesforce: Standards and custom objects, roles and profiles management, validation rules, workflows, data migration

Selected Achievements:
• Selected to become functional lead of the data migration



CRM Consultant (Onsite, Client - AGF) January 2009 to April 2009
AGF is one of the major French insurance company, a wholly owned subsidiary by Allianz (12th-largest financial services group in the world).11000 employees in France. French’s revenue in 2011 €48,4 millions.
Project: implementation of a sales force and broker network performance monitoring tool based on Salesforce CRM - SFA. Location: Paris (France) Technical environment: Salesforce, Peoplesoft

• Involved in requirements gathering workshop: business requirements analysis, specifications drafting, solution design and interface between the business and the technical teams
• Benchmarked various CRM packages (Salesforce, Siebel and SAP CRM in order to define which one is the most suitable to satisfy AGF requirements.
• Selected to be involved in a brokers’ network new loyalty program design (brand awareness and notoriety increased by 22%)
• Configured Salesforce: Standards and custom objects, roles and profiles management, validation rules, workflows, partner portal, reports & dashboards

Selected Achievements:
• Selected to contribute to the bid of this project, which has been won
• Satisfied by the delivery quality of our team, I have been involved by the client in the design of a loyalty program for their brokers’ network. An additional activity which generates more revenue from this account.


Kerensen Consulting France
CRM Consultant February 2007 to December 2008
Business-oriented consulting firm Kerensen Consulting is the first Salesforce integrator in France positioned as expert on cloud technologies. 60 employees in France.

Role and responsibilities: CRM Consultant: Delivered CRM expertise on CRM business process analysis in the following areas sales force automation, customer support, marketing campaign. Also involved in project management: project communication, budget, risk assessment, milestones follow-up.

Selected Achievement:
• Drafted a white book showing how Software as a Service, Platform as a Service and Infrastructure as a Service were about to transform businesses and IT project approach.
• Selected to perform an international deployment methodology knowledge transfer to new-comers on a Salesforce CRM roll-out in 24 countries.

CRM Consultant (Onsite, Client - COTRAL) October 2008 to December 2008
COTRAL is a French supplier of hearing protections. More than 20235 companies trusting their products all around the world.
Project: Salesforce (SFA project) end-users and administrators training. Technical environment: Salesforce, Peoplesoft

• Drafted users and administrators training deliverables: training guides with business cases and workbooks
• Trained end users and administrators

Selected Achievements:
• Trained successfully the 27 attendees with an average satisfaction mark of 93%





CRM Consultant (Onsite, Client – Thales) February 2008 to October 2008
Thales is a world-class player in critical information systems covering the following areas – defense, security, space, aerospace and ground transportation. 67000 employees in 56 countries.
Project: Salesforce CRM (SFA) integration for the sales engineers teams of Thales D3S.Location: Paris (France). Technical environment: Clarity, Salesforce, Mercury Quality Center

• PMO: budget and milestones follow up, gap analysis, risk management, steering committee planning and co-leading
• Configured Salesforce: Standards and custom objects, roles and profiles management, validation rules, workflows, reports & dashboards
• Involved in requirements gathering workshop

Selected Achievements:
• Project delivered as expected on time and budget
• Selected to work on a transverse accredited defence project related to the CRM integration project


CRM Consultant (Onsite, Client – Arval) February 2007 to April 2008
Subsidiary of BNP Paribas, Arval is a specialist in full service multi-brand vehicle leasing.4000 employees in 23 countries.
Project: Salesforce CRM (SFA) roll-out in 24 countries. Location: Paris (France). Technical environment: Salesforce

• Involved in France requirements gathering and analysis
• Involved in core model approach specifications (and gap analysis) for the following countries: United Kingdom, Canada and Brazil.
• Configured Salesforce: Standards and custom objects, roles and profiles management, validation rules, workflows, reports & dashboards
• Involved in user acceptance tests: tests executions, reporting communication

Selected Achievements:
• Project delivered as expected on time and budget
• Selected to perform international roll-out methodology knowledge transfer to new-comers on the project

Takezo France
CRM Analyst (Onsite, Client – Takezo) August 2006 to January 2007
Subsidiary of ISOBAR, Takezo is a French web agency specialized in Ecommerce,SEO, SEM and online advertising.
Project: Survey about online and offline advertising influence on consumers purchasing behaviors. Location: Paris (France). Technical environment: Latent Gold, Statistica

• Used different methods for quantitative and qualitative analysis of the answers: decision tree, learning curves and logistic regressions

Selected Achievements:
• Findings of the survey have been used as basis to rework Takezo consultancy and business approach


Deutsche Bank France
CRM Analyst (Onsite, Client – Deutsche Bank) November 2004 to September 2006
Deutsche Bank AG is a German global banking and financial services company. Over 100000 people in 70 countries. Revenue in 2011 €33.2 billion.
Project: New credit scoring and customer segmentation system implementation. Location: Angers (FRANCE). Technical environment: Sas Enterprise Miner, Statistica.

• Involved in customer advanced segmentation and scoring’s KPIs definition
• Statistical analysis of the financial behavior of customers requesting a credit

Selected Achievements:
• Customer risk lowered by 27%