PCE (Personalized Consumer Experience) is a strategic program pushed by the Nestlé Group, which Nestlé France as Pilot market is bound to implementing on its portfolio of over 65 brand websites. It includes the deployment of a series of marketing data-oriented tools and the digital transformation of businesses dedicated to building a strong 360 knowledge of their consumers.
In IT terms, solutions include:
o GIGYA SAP Identity Management on B2C Websites for brands taking part in a CRM program,
o Google stack GA360, fully integrated and with KPI harmonization across all websites,
o Salesforce Marketing Cloud, as Campaign Management Tool,
o Datahub C360, a custom-designed Microsoft Azure-based solution replaced during the project by a Salesforce-based CDM (Content Data Management),
o Salesforce DMP (KRUX), as Data Management Platform,
o Salesforce Engage, as Consumer Service Management Tool,
o and all interfaces between these tools and the legacy ones already in place, including pre-existing CRM solutions IBM UNICA and SELLIGENT.
My responsibilities in the project included:
o Leading the weekly PCE Project Committee, producing the RIDA/ISSUE LOG. following-up Stream Committees for RICORÉ, BUITONI, HERTA, La Table à Dessert, MAGGI, PURINA, GUIGOZ.
o Coordinating with the Group – Digital Support Unit (200 people) in Barcelona (Spain) and Vevey (Switzerland), representing the French market on Weekly Status Calls and Monthly Operational Reviews (MOR), validating Project Charters for each Project Phase, taking part to Triage meetings for all evolutions and innovations.
o Global Planning under MS Project, Go Live Detailed Planning (Rollout Chronograms), GO/NO GO meetings, leading major evolutions (Subscription Model, Lite Registration, Preference center).
o Agency Coordination (SKILLD, 55, SDS, SOGEC, 1000MERCIS, WUNDERMAN, EC4U, OGILVY, ReturnPath, BazaarVoice...)
o Reporting to the Core Team, Monthly Steering Committees, Implementing decisions and studies, i.e.: opt-in strategies, centralized management of coupons, coregistration platform, etc.
o Interactions with Businesses for delivering the marketing tactic campains, piloting the automatic e-mailings, supervising the works of the 1000Mercis Agency, giving trainings to PCE and its interfaces.
o Technical & Functional Requirement writing, operational documentations. Management of Test plans, Sign-offs on MAT (Market Acceptance Test).
o Operational follow-up of SFMC interfaces, Error management, Transactional email management, ad hoc Data Load in SFMC.
The CAP 2017 project aims to replace the 7 CRM in the group and deploy a unique Salesforce CRM solution – SalesCloud (Sales Force Automation), ServiceCloud (Customer Care), AnalyticsCloud (Reports, Dashboards & Wave) to all international entities, including the ePayment subsidiaries which have developed a complex Merchant OnBoarding Portal application on Salesforce/Community.
I was piloting the Global Project Delivery (Build & Run), involving:
- Design & Development by a Cap Gemini team (8 people).
- Reversibility and handover of the Merchant Boarding Portal.
- Architect Studies and Decision Files, Data Migration, Selection of the Odaseva Backup/Restore software and High Availability Replication Database.
- End-to-end Interfaces with other IT software blocks: SAP, JIRA, Metrix, Call Center ININ, DocuSign, User provisioning (Active Directory).
- Risks & Security Stream / PCI DSS / GRDP compliance.
- Steering Committees and Project Committees
ANI Project: Design of Interfaces between La Mutuelle Générale and its partners Malakoff Médéric and La Banque Postale Assurance Santé under INFORMATICA / SALESFORCE, impacts to the SalesForce DataModel, establishment of interface contracts, secured connections setup (CFT protocol) with partners, writing of General & Detailed Specifications.
Pricing Calculators for individual & collective products, design and maintenance under Excel / VBA.
Design of a tool for automatic uploading of SME leads (over 30,000 per year) and automatic assigning within the CRM.
Pricing and Sales through tablet software, off and online.
RUN of interfaces: Management and Follow-up of Commercial Agreements (Sales & Marketing Plan), Supervision of 34 interfaces between Salesforce and Internal/External applications, Handling of rejects and recycling, leads uploading to SalesForce (DATALOADER), intermediation with other departments Sales/External Communication, Financial, IT, Incident Management.
Within the IT Department, in charge of the Group Web Portal, I have designed and implemented the Online Subscription, a fully dematerialised Front-to-Back solution, with Card Payment, e-signature, solving legal issues and collecting the supporting documents necessary for membership. I have also conducted a Benchmarking study for e-signature technologies on the market.
Applying the FLECHE Project Management Methodology, I had the following direct responsibilities:
Writing Expression of Needs, Defining the Functional and Technical framework, Designing the project architecture, Costing, Request for Quotation Follow-up, Drafting of the General Functional Specifications and Validation of the Detailed Functional Specifications, Drafting of the Testing Strategy, Tests, Reporting, Preparation of Production.
Organization of the weekly Project Committee, Preparation of the monthly Steering Committee, with main Board Directors, reporting and project governance.
Piloting the Stream Advancement & Project Schedule, relationship with external contractors, and other IT services.
Ergonomic rebuilt of the public website.
Within the IT Department, in charge of the group Web Portal, I had the following direct responsibilities:
Organization of the weekly Project Committee, Preparation of the monthly Steering Committee, with main Board Directors, reporting and project governance.
Piloting the Stream Advancement & Project Schedule, relationship with external contractors, and other IT services.
Impact Study of new SEPA payment processes, online payment solutions and e-signature of subscription documents.
Relationship with company business teams, writing of specifications, detailed requirements, organization of tests.
In charge of the JIRA tool for Adherent-Relationship Management.
Accrued amount of 26.000 day x men, 4 years in development
Applicative Architect: Flow Schemes Design, Software Integration of Accovia LEXO, home applications (Accounting, CRM, BI) and interfaces (Publishing, Payment…) in SOA, web services in XFT or OTA Tourism technical standards, File Interfaces via Talend modules.
Facilitation to the Opus Project Director: management of transversal operations, coordination of 7 teams, Publisher, Studies, Business, Engineering, Interfaces, Production, Support.
Establishment of Production Roadmap, Management of Schedules and Project Deliverables.
Budget management 7M€/y (Excel) and Time sheets (iEnterTime).
Credit Card Payment Solution Analyst (ATOS SIPS) and Check Payment (RAMSES), in the context of the SEPA standardization.
Management of the automation of the operating chains, Batch scheduling via Crontab and Axway Automator.
Capacity planning, High Availability & Performance Tests, Monitoring, Business Service-Level Agreements by client typology: Call Center and B2C, B2B, B2B2C Web Channels.
E-commerce websites DIOR, GUERLAIN, GIVENCHY
My main tasks as Director of the Quality Program included:
o Building deliverables & action plans in 40 improvement axes: incident process, Solution Quality process, Change process, Monitoring, SLO/SLA management, performance improvement…
o Setting up of transversal workshops & follow-up comities within all xNet-related teams: Studies, Operations, Customer Service.
o Taking part in a complete solution rebuild with new choice of components: Front Office, CMS & e-Commerce ELASTIC PATH, Back office NOHETO.