Alexandre - Directeur de projet SIEBEL
Ref : 090924P002-
75017 PARIS
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Directeur de projet (47 ans)
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Freelance
Jan. 2007 – March 2012: CRM ADVISE (Paris, France) Customers: GENERALI, La MAIF, La POSTE, Le PRINTEMPS, La FNAC, EUROMASTER, SIEMENS, MANPOWER.
2005 – 2006: FREELANCE (Paris, France).
Customers: EUROCOPTER, 9 TELECOM, La MAIF, La POSTE, WALLSTREET System.
2000 – 2004: UNILOG MANAGEMENT (LOGICA) (Paris, France)
Internships/Placements:
1999 (6 months): CAPSIDE, Consulting Company (Grenoble, France)
1997 (6 months): Cinémas GAUMONT (Paris, France)
1996 (6 months): Reader’s Digest Europe (London, England)
Since 2009 (25 months) : GENERALI (Insurance)
- An Enterprise Customer Repository to support a new front office and services for agents and brokers in order to gain in business effectiveness.
- Cost killing on direct marketing campaign (mailing vs. e-mailing)
- Different and personalized one to one approach in operational business units depending on marketing scores
- Share marketing leads on the agents/broker front office and measure sales forecasts and effective sales
2005 – 2008 ( 36 months) : LA MAIF (Insurance)
- Share valuable customer information to enhance cross selling and improve sales efficiency.
- Pilot « Test & Learn » to validate expected gains and prioritize actions to deploy on the network. Results: profit from claim contact flow to enhance contracts selling.
2001 – 2007 (32 months) : LA POSTE (Mail Services)
- From a product culture to a Customer Centric Organization, Multi Channels efficient strategy and approach: Sales, Call Center, Marketing, Service, Self care.
2003 – 2004; 2007-2008 (15 months) : EUROMASTER – MICHELIN (Car Services & Fleet Management)
- Customer segmentation: Sales effort adapted to customer value and expected revenue. Results: New call center set-up for small and medium customer and marketing campaign for up and cross selling.
- Key Performance Indicators to measure sales effectiveness
GENERALI (Insurance) Since 2009
Project Director 25 months
E-mailing channel implementation for direct marketing
PAIN: Non industrialized e-mailing campaigns, lack in efficiency
GAIN: Cost killing on direct marketing campaign (mailing vs. e-mailing)
My ROLE ON PROJECT/RESPONSABILITIES:
o Business requirement and project framework
o Project ownership and management (about 15 persons involved)
o Workshops animation with business and IT stakeholders
o RFI and RFP for an e-mailing campaign solution integrated with Affinium (Plan, Collaborate, Campaign)
o Data catalogue, target processes, deliverability
o Project plan & Change management addressed to the Campaign Management Team (CMT)
o E-mail addresses collection and data quality
o E-mailing campaigns results follow-up (KPIs)
Customer Data Collection and Customer Scoring Broadcasting
PAIN: Data collected from customer lost or partially undertaken: risk on contracts warranties. Any industrialized communication (except from e-mails) from central (Marketing) to local agents, brokers and employees to share customer information
GAIN: Propose a different and personalized one to one approach in operational business units depending on marketing scores
My ROLE ON PROJECT/RESPONSABILITIES:
o Business requirement and project framework
o Project ownership and management (about 45 persons involved)
o Workshops animation with business and IT stakeholders
o Target Business process analysis and solution design
o Data collection from GENERALI website, from specific marketing campaigns and from external data files.
o Data spreading module into Information System (IS) from central to local desktops, to share four scores: Segment, Value, Product to propose, Churn risk
o Budget consolidation and follow-up
Enterprise Customer Repository
PAIN: Enterprise Customer Repository is not the data master for agents / brokers network. Applications connected to the repository can only be accessed in read only to customer information.
GAIN: Propose a new front office and services for agents and brokers, fully integrated to back office in order to gain in business process effectiveness. Quick wins to significantly improve existing business procedure.
MY ROLE ON PROJECT/RESPONSIBILITIES:
o Concerns 1000 agencies, 200 brokers
o Business requirement and project framework
o CRM Program ownership and management (about 75 persons involved)
o Workshops animation with business and IT stakeholders
o Impact studies on each functional domain (Front Office, Back office, Marketing, Billing, Assignment)
o Target Business process analysis and solutions design
o Data quality: address normalization, doubles shooting
o Project roadmap and milestones definition
o Deployment and acceptance strategy definition and running management
o Budget consolidation and follow-up (5 million Euros)
Opportunity management
PAIN: Difficulties to correctly share marketing leads with networks and follow local related tasks
GAIN: Share marketing leads on the agents/broker front office and measure sales forecasts and effective sales
My ROLE ON PROJECT/RESONSABILITIES:
o Business requirement and project framework
o Target Business process analysis
o Workshops animation with business and IT stakeholders
o Opportunity concept definition and solution design
o Project roadmap and milestones definition
LA MAIF (Insurance) 2005 – 2008
Project Director 36 months
PAIN: Difficulty to get a clear overall view of the customer, independently of contracts or claims information. Significant loss due to the lack of information sharing between operational units. No Customer Strategy and no customer personalized approaches.
GAIN: Sharing valuable customer information to enhance cross selling and improve sales efficiency.
My ROLE ON PROJECTS/RESPONSIBILITIES:
Customer Strategy - « Customer Relationship Business Model »:
o Customer Relationship Strategy, validated by business head office.
o Customer Relationship approach definition: customer loyalty and business development.
o Pilot « Test & Learn » to validate expected gains (3 business units, 1 call center and 1 service center) and prioritize actions to deploy on the entire network. Successful results : profit from claim contact flow to enhance contracts selling
o Key Performance Indicators definition, measurement and adjustment
o Change management accompanying the Pilot project Team
CRM Solution: Person repository, integrated to back office
o Assistance to Project Owner for the implementation of a CRM Solution (SIEBEL) “Person repository”, integrated to back office, for all business lines : Fire / Damages / Accidents, Saving and Banking
o Project ownership and management
o 5500 users and project team of 170 persons (45 under direct responsibility)
o Business requirement and project framework
o Animation of business stakeholders and coordination of business deliverables
o Target Business process analysis and solution design
o Risk management and follow-up, in regard to business requirements
o Functional Design Phase methodology and follow-up
o Deployment strategy and detailed rollout planning
LA POSTE (Mail Services) 2001 – 2007
Project Director 60 months (32 months full time)
PAIN: Postal service deregulation of the French mail market opening to European competition. Challenge: 6 years to transform the company from a monopolistic situation to a competitive value. On a Customer perspective: B2B Sales forces organized by products, with no unified view of the customer. Direct contact with each customer (visit). Direct marketing is not efficient.
GAIN: From a product culture to a Customer Centric Organization, Multi Channels efficient strategy and approach.
MY ROLE/RESPONSIBILITIES:
Project Management:
o Business requirements, Project Framework and Key Performance Indicators (KPIs)
o Project ownership and management (about 35 persons involved)
o Workshops animation with business and IT stakeholders
o Design and implementation of B2B customer database and CRM Solution (SIEBEL/GENESYS):
Key Account Management (1200 users): Sales Force Automation, Campaign Management, Analytics, connected to INSEE, Products and Organization repositories
Call Centers (600 users): Industrialize process and solutions for inbound and outbound calls and e-mail channels. Tracking of campaign responses and results.
Additional Business Processes for sales reps : bids/proposals, orders and contracts management
Client web portal: Fit Gap Analysis, ergonomic study and functional architecture.
o Risk management and project reporting (KPIs follow-up)
EUROMASTER – MICHELIN (Car Services & Fleet Management) 2003 – 2004; 2007-2008
Project Director 15 months
PAIN: Profitability warning. Lack of sales efficiency: Difficulty to focus sales efforts to profitable sales actions.
GAIN: Customer segmentation. Sales effort adapted to customer value and expected revenue. New call center set-up for small and medium customer. Marketing campaign management set-up for up and cross selling. Key Performance Indicators definition and follow-up to measure sales effectiveness.
MY ROLE/RESPONSIBILITIES:
European Customer Strategy (2007-2008):
o Pain Analysis : Sales Efficiency, Customer Loyalty et Marketing Efficiency
o European “Best Practices” benchmarking
o Quickwins and mid-term performance accelerators
o Highlighting of organizational impacts and of customer segmentation lack
o Proposition to set-up a CRM program : offers, segmentation, contact management
o CRM Core system implementation and deployment recommendations
o English spoken project. Workshop animation
Customer Strategy Project for France (2003-2004):
o Business requirements, Project Framework and Key Performance Indicators (KPIs)
o Project ownership and management (about 15 persons involved)
o Workshops animation with business and IT stakeholders
o Design and implementation of B2B customer database and CRM Solution (SIEBEL):
Sales Force Automation - 5 business lines (400 users)
Contact Center set-up (30 users): processes, solutions, training, efficiency follow-up
Marketing campaign management set-up and processing scripting
Account opening (optimize process from prospect to client)
LE PRINTEMPS (CPG) 2008 - 2009
Project Director 6 months
Customer data model for relational marketing – Datamining. Definition of customer knowledge and customer segmentation dimensions.
Crossing with sales and transactional data.
SIEMENS (Industry) 2009
Project Director 3 months
Sales reporting for industry B2B cluster
KPIs and sales dashboards definition, conception and implementation (Siebel On Demand)
Managers and administrators training
MANPOWER (Human Resources) 2007
Project Director 3 months
Opportunity study « SFA core system for France » (Peoplesoft CRM).
Business requirements of key account management
Sales methods : “Clients for Life” and “Solution Selling”
Fit Gap Analysis between requirements and CRM core system
Recommendations on core system business model acceptance.
9 TELECOM (Telecommunications) 2005
CRM Expertise 2 months
Sales (opportunities, quotation) target business processes modeling with operations for a CRM implementation (SIEBEL). Workshop animation with business and IS Stakeholders.
EUROCOPTER (Aircraft Industry) 2005
CRM Expertise 5 months
Training material for “Technical Representatives” (eLearning - CdRom)
eServices and web target business processes definition (brown paper methodology)
“Proof of Concept” specifications based on SIEBEL “eCustomer” module
Workshop animation.
WALLSTREET SYSTEMS (Software Edition) 2003 - 2005
Project Director 7 months
Set-up a service call center (50 users): sales, marketing, training, partnership relationship management (SIEBEL). Data quality and importing of external marketing files
Bid management, proposals, product catalogue management
Workshop animation.
LAPEYRE/ KPARK (CPG) 2004
Functional manager 7 months
Centralised client database; sales and marketing process automation; marketing Datamart (E-PIPHANY).
Workshop animation.
GROUPAMA (Insurance) 2001
Functional Manager 11 months
Project framework and website design. Change management
Design of the website « ******** » for the five business lines.
E-services definition and navigation model.
CRM Solution data collection process from website.
CONVERGENCE COM. INTERNATIONAL (Telecommunications) 2000
Functional Manager 4 months
Sales Force Automation and Service Support (SIEBEL) for 200 sales representatives spread
over Florida, Mexico, Venezuela, Guatemala and Salvador. Workshop sessions animation.
FRANCE TELECOM (Telecommunications) 2000
Project Director 3 months
Call Center prototyping and marketing campaign management designing (SIEBEL)
to package a deployment core system for the French offices.
DELMAS, GROUPE BOLLORE (Transportation Services) 2000 - 2001
Functional Consultant 6 months
Sales Force Automation; reporting; competitors’ analysis and marketing (SIEBEL) for 150
sales representatives spread over three continents (Asia, Europe, Africa).
Workshop sessions animation. Users Training.
SKILLS/EXPERTISE
Gains Strategy : Customer, Marketing, Sales, Service, Self care Multi-channel strategy, based on “Best Practices” Project Framework & Business requirements KPIs from framework to deployment
Business Processes Target business processes definition and Workshop sessions Multi-channel target business processes
Data Customer insights Data quality & data collection Customer personalized approaches based on profile/scoring
Solutions CRM leader software benchmarking, RFI, RFP (Sales, Marketing, Service, Analytics) Siebel (Oracle) Certified Consultant
Project Management / Deployment Project ownership Program management Test & Learn pilots / Deployment strategy & plan Change management and End-users training
Business Sectors Specialized in Insurance sector Services, Consumer Goods, Industry, Telecoms, Software Edition, Transport.
EDUCATION
« HEC Entrepreneurs » Master (1998-99) – Grenoble School of Management (France) Reims School of Management (France) / Middlesex University (London): BA Honours in European Business Administration (1994-98) Baccalauréat (Matriculation) - Maths / Sciences (1993)
PPRROOFFIILLEE Married, 3 children Date of birth: 5th of July 1976 Highly interested in Social Business : Sponsor /volunteer for “Entreprise Amie de l’UNICEF” (Mid-market Program 2011-2012) Sport: Golf, Tennis, Badminton Music: Guitar, Piano
LANGUAGES/ INTERNATIONAL
Native Language: French Fluent Business English - 2 years in London for studies and International Projects (United States, Mexico) International Driving license