Freelancer profile translated to English.

Description

Looking for a Senior Delivery Manager or Project Manager capable of securing your deliveries while optimizing your processes?

With 15 years of international experience in complex project management and digital transformation, I support companies in the planning, management, and success of their strategic projects.

✅ What I bring you:

Complete management of IT, e-commerce, and customer service projects, from scoping to delivery.

Measurable performance improvement through Lean Six Sigma and Agile/PMI methodologies.

Stakeholder management to align clients, technical teams, and management.

Optimization of costs, deadlines, and quality, with a focus on ROI.

💼 Types of projects delivered:

Integration of CRM/ERP & digital tools.

Process transformation and automation.

E-commerce projects (UX, search modules, GDPR compliance).

Improvement of customer experience and satisfaction.

**Result**: Projects delivered on time, within budget, and achieving set objectives, while ensuring stakeholder satisfaction.

Languages

French
Native or bilingual
English
Fluent
Arabic
Native or bilingual
Italian
Conversational

Workplace preferences

Can work on-site

Lille (up to 50km)

Laïka conseil
Senior Digital Project Manager | Digital Transformation & UX
RETAIL (LARGE RETAILERS)
April 2024 - December 2024 (8 months)
Villeneuve-d'Ascq, France
Consulting mission for Auchan Retail France (E-commerce Department):
End-to-end management of strategic digital projects (UX/UI, internal search engine, personalization, GDPR compliance) for the e-commerce website and mobile application.
Cross-functional management of business, IT, and external partner teams in an Agile / Scrum environment.
Process optimization through Lean Six Sigma to improve performance and reduce delivery times.
Facilitation of project governance (Steering Committees, Working Groups, Management Committees) and rigorous monitoring of KPIs (quality, deadlines, budget).

Tools: Jira, Confluence, Miro, Google Suite, Advanced Excel.
Digital Project Management GDPR Compliance Cross-functional Coordination Change Management Process Optimization
Hewlett-Packard
Delivery Manager
TECH
September 2012 - September 2023 (11 years)
Tunis, Tunisia
- Delivery Manager (2021- 2023)
Management of international projects (Europe, Middle East) integrating CRM (Salesforce) and ERP (SAP), with customer satisfaction objectives and strict SLAs.
Management of customer service transformation: 30% process improvement, 80% reduction in escalations, and +128% sales increase.
Multi-site management (service centers and helpdesk) and coordination of support, IT, and sales teams.
Contract management and partner management in GDPR compliance.

#Service Delivery #Change Management #Process Improvement #Stakeholder Management #ITIL #KPI Management

- Business Process Consultant / Change Management (2018- 2021)
Mapping and standardization of operational processes, reducing their complexity by 70%.
Change management for international teams: training, communication, and adoption of digital tools.
GDPR audit and compliance for several service lines.

#Process Mapping #Continuous Improvement #Lean Six Sigma #Change Adoption #Digital Transformation RPA

- Customer Relationship Manager (2012- 2017)
Management of a CRM team of 200 employees, improving NPS from 65% to 78% in 9 months.
Monitoring of customer satisfaction KPIs, analysis of verbatim feedback, and implementation of action plans.

#Customer Experience #NPS Improvement #Call Center Management #Escalation Handling #Client Retention
International Coordination Stakeholder Management Change Management ERP Continuous Improvement
SIVECO Group
Customer Success Manager
SOFTWARE PUBLISHING
March 2009 - August 2012 (3 years and 5 months)
Tunis, Tunisia
Management of an international client portfolio: retention, upsell, complex escalation management.
Cross-functional coordination with technical, sales, and support teams.

#Account Management #Service Delivery #Customer Success #Client Retention
Delivery Management Customer Service Reporting & Analysis Team Coordination International Coordination