Freelancer profile translated to English.
Back to original languageAbout Abdou
Digital and customer experience professional, I have been involved for over 12 years in CRM, omnichannel, and marketing automation projects on an international scale (Europe, Africa, Asia, Middle East, United States).
As a Project Manager, Product Owner, or CRM Consultant, I support you in the design, management, and deployment of customer-centric solutions, with a strong focus on Salesforce tools (Sales, Service, Marketing & Commerce Cloud).
🔧 What I offer
✅ Scoping, specifications, and management of CRM & Marketing Automation projects
✅ Design of omnichannel customer journeys (email, mobile, web, retail)
✅ Integration and deployment of Salesforce / CDP / DXP platforms
✅ Backlog management, prioritization, team coordination (IT, data, business)
✅ Gathering business needs and change management support
✅ Audit of existing systems and strategic recommendations (build / run)
🧰 Tools and technologies
• Salesforce (Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud)
• Adobe Campaign, Klaviyo, Hubspot, CDP, Dynamics CRM
• Journey Builder, Automation Studio, Email Studio, Content Builder
• SQL, AMPScript, Figma, JIRA, Confluence, Miro
• Agile, Scrum, SAFE methodologies
🛍️ Preferred sectors
• Luxury & retail
• Services (hospitality, banking, insurance)
• Technology (SaaS, Startup ..)
🌍 My strengths:
• Ability to manage complex projects in multicultural environments
• Dual business/technical expertise: strategic vision and operational mastery
• Experience in orchestrating global CRM & CX programs
• Adaptability, synthesis skills, strong results orientation
French
Native or bilingual
English
Native or bilingual
Can work on-site
Paris (up to 50km), Marseille (up to 10km), Bordeaux (up to 10km), Nice (up to 10km), Lyon (up to 10km)
Experience
- RIMOWAPRODUCT OWNER CRM CLIENTELING & MARKETING AUTOMATIONLUXURY GOODSDecember 2023 - Today (2 years and 5 months)Paris, FranceMission: Management of the implementation of a new organizational structure to address the CRM and marketing automation roadmap.Support for business and IT teams in delivering various priority projects by contributing to the drafting and validation of business needs and IT feasibility.🔹 Management & CoordinationFacilitation of agile rituals: daily stand-ups, sprint planning, retrospectives, steering committeesMonitoring project delivery: acceptance testing, testing, go-liveCross-functional support for Product Owners on strategic projects:Appointment booking, Abandoned cart, Warranty / Aftership, Clienteling at scale, SMS / WhatsApp, Loyalty, Gifting, NFT🔹 Governance & Technical/Functional ScopingGathering and formalizing business needs, validating technical feasibilityEnsuring alignment between business objectives and project/IT capabilities🔹 Management & Continuous ImprovementSupervision of the CRM team responsible for marketing campaignsProcess optimization to streamline collaboration between stakeholders (departments, regions, partners)
- LVMHPROGRAMME MANAGERLUXURY GOODSSeptember 2022 - December 2023 (1 year and 3 months)Paris, FranceMission: CRM & Marketing Automation Consulting and Management for several Group HousesManagement of various topics in close collaboration with the different squads (CRM, Marketing Automation, e-Commerce, Clienteling ...)Support for several group entities in the implementation of CRM and marketing automation business cases, acting as an orchestrator between business, IT, and cross-functional squads (CRM, e-commerce, clienteling...).🔹 Management & Coordination:Management of omnichannel projects in agile mode, in close collaboration with local teams and central squadsBacklog management, refinement, and prioritization of business requestsSprint monitoring and arbitration according to business priorities🔹 Scoping & Design:Gathering needs and writing functional specifications (FR/EN)Coordination of the design and build of omnichannel assets (customer journeys, triggers, automations)Active collaboration with Data, Retail, Digital, and Customer Experience teams🔹 Use Cases Deployed:Clienteling & in-store personalizationAbandoned cart / abandoned checkoutNPS and customer feedbackEvent ManagementAppointment bookingLive chat / chatbotBack-in-stock notificationsPay-by-link / remote paymentWarranty managementAutomated WhatsApp, Line, WeChat, SMS campaignsExperimentation with GenAI for outreach (scope, business cases, creation, testing, reporting)🔹 Technological Environment:Salesforce (Commerce Cloud, Service Cloud, Marketing Cloud), Booxi, Klaviyo, Magento, Jira, Confluence, Power BI
- Christian Dior CoutureDelivery Manager – Customer Engagement ProjectsLUXURY GOODSSeptember 2019 - September 2023 (4 years and 1 month)Paris, FranceChristian Dior Couture – IT Department & Digital DirectionResponsible for the overall management of customer experience projects (CRM, e-commerce, clienteling, interaction channels) in an international context.🔹 Key Missions:Management of a team of 10 people, in direct liaison with business and IT teamsSupervision of global CRM & omnichannel project delivery: adherence to costs, deadlines, quality according to the roadmapScoping, arbitration, and prioritization of business needs in Europe, Asia, and the United StatesEnsuring functional and technical consistency with the IS architectureImplementation of global support (500+ users) with SLAs, for application runFacilitation of project governance (strategic committees, steering committees with Executive Committee)📈 Key Results:Contribution to a +20% annual revenue growthActive participation in improving the Net Promoter Score (NPS) to 75💻 Technological Environment:Salesforce (CRM, Commerce Cloud, Service Cloud), Adobe, Cegi, Odigo, Ayden, Einstein, Jira, Confluence, Live Chat, Apple Business Chat, WeChat, WhatsApp…🚀 Projects Deployed:Deployment of customer services in Europe, Asia, and the US (processes + tools)Opening of new e-commerce markets (UAE, Taiwan)Integration of new customer communication channelsLaunch of an AI product recommendation engineImplementation of a product personalization application in storesDeployment of an appointment booking solution in storesIntegration of a product catalog into CRMStandardization of customer data in an omnichannel frameworkImplementation of a new OMS and an order-on-behalf system
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Education
- MBA E-businessESG2010