Jean-Marc - Consultant CRM

q ITG Consulting is an IT service provider composed of 22 consultants and two main business or activities. The company has 2 business activities:
o Implementation of software packages (i.e: NAVISION/ERP and AGENDAVIEW/CRM) and,
o Consultancy in Support and help-desk level 1 and helpdesk level 2 (BMW and FORTIS bank)
o Consultancy & project management service offerings essentially to financial and automotive sectors in Brussels.
q My responsibilities have included the following:
q Identify new customer needs in order expand the company business; translate the needs into commercial proposals;
q Define the objective and forecast with the view to make the company profitable resulting in defining few Key Performance Indicators;
q I have increased the overall company business turnover by 25%; by succeeding in increasing the client’s portfolio and by negotiating each service fees with our customer;
q Increased by 90% the NAVISION ERP business turnover;
q Motivate, hire, coach, implement a performance assessment procedure, and propose training plan and path career resulting among others in a company bonus system for each employee;
q Supervise each recruitment directly (one new employee per month);
q Develop the marketing group, plan and approach (mailing, exhibition, web-site, relation with Microsoft, incentive, slogan, new branding, etc..);
q Identify new partner with the view to offer new integrated solution to the customers and prospect population;
q Negotiate regularly with third parts interlocutors (lawyers, accountants, unions, etc..)

q ORBIT has been dedicated to Strategy consultancy and was composed of 29 consultants located in Amsterdam and Brussels;
q I was in charge of the whole company business development and employees’ coaching. I performed also some customer interventions for specific projects.
q Project Manager within the IT department in order to implement the-internet on every desktop within Banksys and enforce the security structure; Selected and implemented a Help-Desk and a Contact Management software package;
q Preparation of workshops and trainings on CRM approach and implementation for Sony. This included business need analysis (e.g. in the private banking sector and industry sector);
q Audit of the ERP/CRM implementation project including IT infrastructure at NewellRubbermaid (throughout Europe): risk identification and related suggestions to improve IT service level.
q Mapping of business needs with existing IT organization, infrastructure and applications;
q Prepared and presented several workshops for the Reuters European Management (London) and United Technology Corporation (Paris) about Shared Services Centres technological risks and business continuity issues.
q IT Manager for Service Level Agreement / Help-desk and support / change management. Chairman of the Application Steering Committee of BROADNET EUROPE (Comcast Group) a telecommunication operator company specialized in broadband. My responsibility included the improvement of the Customer Service Support activity and procedures; by improving the Customers Satisfaction (between the European headquarter management and the regional company managements. Additionally this resulted in reducing security issues and confidentiality breach.

Location: Manchester / Brussels

q Identified the exposures and needs for the corporate audit management and documented the yearly European Internal Audit plans, based on risk assessment models by considering objectives for the following countries: England, Ireland, Greece, France, Benelux, Spain, Italy, Turkey, Finland, Norway, Russia and China;
q Assisted the European Program Director in the SAP go-live system implementations in the UK and Finland, in order to identify possible issues and to achieve commitment and adherence to the project plan.
q Promoted to the European Management and to each regional management a new and more appropriate Support and Security Services based using Service Levels Management in phase with the growth of the company.
q Supervision and follow-up on reviews of the Production and Inventory Cycles management in France, Finland, UK and Spain (SAP/R3 and AS/400), and Purchasing Cycle procedures management in Russia;
q Assessed the Sales and Distribution processes (SAP SD module) in Finland;
q Performed a risk assessment of the European Treasury processes and its Electronic Fund Transfer issues;
q Implemented new process and procedures in order to improve report controls and corporate reporting;
q Review and analysis of Georgia-Pacific France and Suomi payroll and Human Resources processes (AS400 and SAP HR).
q Provided coordination and guidance to the Corporate Management on restructuring and developing European Information System departments (technological risks, operational risks);
q Provided project supervision for implementing a Sales Force Automation package and E-commerce solution throughout Europe using SAP and AS400 platforms. Business Process definition, security requirements;
q Audit of the external suppliers and European Data Centres provided by ATOS. The scope included the contractual agreement, Service Levels Change and Problem Management, Systems Security and Quality Management, Disaster Recovery procedures, Application Controls, Customer Satisfaction and Service Level Agreements, user reporting, user training and testing plan;
q Performed and supervised all the pre-implementation and post-implementation reviews of Enterprise Resources Planning system [i.e. SAP R3 software package – modules HR, MM, SD, FI-CO, PP] throughout the Georgia Pacific European companies. Our focus was on conversion preparation, controls and balancing, system interface controls, system security and user acceptance testing, new functional procedures, and training.

q European Security and Quality management of Kraft Jacobs Suchard ESC (European Service Centre). This included email systems (MS-Mail implementation) mainframe, client-server technology with SAP R2 and SAP R3;
q Set up and managed a centralized Change Management / help-desk based on security in Brussels dealing with 10 000 system users across ten countries and using the INFOMAN application. This resulted in having monthly statistics covering each problem type and system usage;
q Supervised European Security, and local security officers throughout European affiliates;
q Initiated and performed internal assessment reviews in order to identify new company needs.
q Developed and implemented security and quality procedures/policies/standards;
q Assist the European IT director when launching the European Customer Service Support and provided training plans in Europe;
q Leading the Customer Support Satisfaction Review and Service Level Agreement including related procedures;
q Tested all the contingency plans against the Customer Service Support activity;
q IT Audit of the company IT providers (e.g. IBM).

CONSULTANT

q Provided pre-sales activities and training sessions at Matra Defense based on company software tool (Contruct),
q Managed a project at Otis (Paris), composed of twelve members with the objective to redesign a new generation of lifts. Assumed the liaison function between all the consultants and the Otis management.
q At Renault, Project Leader (9 months) for centralizing customer services processes; Created email interfaces using the messaging tool: Connect;
q Defined an action and training for SONY France (2 months) on several software (NATURAL, CONNECT);
q Business process analysis in a mutual fund company (Macif - Niort), Support for implementing data transfer tool at GEC Alsthom (La Rochelle), Configuration and installation of NATURAL / ADABAS at Santerne,

For about 15 years I have worked in liaise with all types of business information systems services either acting as a internal auditor, consultant, Program/Project Manager and or Business Development Manager. I have always been close to my “internal” or “external” customers, always with the objective to deliver the most appropriate and qualitative service level.

Objective

I would like to offer my skills to a multinational or Belgian firm that is focused on its customers needs in order to provide them with high quality levels solutions.