Freelancer profile translated to English.

Description

Marketing & CRM Manager – Strategy | Data | Performance

I help management achieve their business objectives through high-performing marketing and CRM systems, aligned with their growth strategy.

+15 large groups addressed
+30 stakeholders in cross-functional project management
Multi-sectoral
B2B and B2C environments

My added value is based on three differentiating levers:

In-depth understanding of business issues: offer, positioning, sales processes, customer support...
Dual expertise in strategy and operational deployment
A cross-functional approach combining marketing, data, and IT

3 key expertise areas

1) Marketing Consulting and Strategy

Analyze business issues and needs
Audit existing systems
Conduct benchmarks
Define strategic recommendations
Build operational action plans

2) CRM & Customer Experience

Improve customer journeys / conversion funnels
Structure the customer lifecycle (acquisition -> retention)
Choose CRM or marketing automation solutions
Optimize CRM processes and ecosystems
Transform customer services

3) Data Strategy

Strengthen customer knowledge and segmentation
Adopt a data-driven approach
Leverage databases and repositories
Monitor performance via KPIs: acquisition cost, customer value, conversion rate...
Produce reports and dashboards

Organization & Tools

Project Management

Governance, scoping, and steering committees
Team coordination and workshop facilitation
Project management / deployment strategy
Change management support
Training

Methodological Approaches

Agile Product Manager / Product Owner
Agile@scale
PRINCE II
A/B testing / test & learn

Tools

CRM: Salesforce, HubSpot, Microsoft Dynamics
Project Management: Trello, Jira, Notion
Automation: Make, Zapier, PhantomBuster

Industry field of expertise

Languages

French
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

Crédit Agricole d'Ile-de France
New BAQ Practices
August 2023 - January 2024 (5 months)
Paris, France
As part of a project team including the Risk Management department, Marketing, Sales Network, and Payment Means Back Office, the mission's objective is:
- to identify customer and employee satisfaction levers for BAQ processes
- to improve operational efficiency of teams
- to support the paradigm shift at the Bank level

Execution:
Diagnosis of the existing situation
Benchmark
Scoping
Workshops
Steering committees
Implementation of the pilot in test & learn
Deployment
Change management support
Marketing Audit Customer Satisfaction
BNP Paribas Personal Finance
Customer Journey & Product Management Project Manager
BANKING AND INSURANCE
September 2022 - February 2023 (5 months)
Levallois-Perret, France
As part of the agile@scale transformation program, the CJ/PM stream is responsible for defining customer journeys and product management tools for the future tribes: Mapping of CJs by macro needs and identification of priority CJs
- Customer journeys and blueprint of the main CJs
- Feedback from agile experiments: interviews, identification of capitalization and improvement areas, sharing within the company for action plans - Stream organization: backlog monitoring, critical path, steering committees (QAP, weekly, retro, demo)
User Journey Customer Journey Customer Journey Customer Satisfaction Agile Method
SG
PO/Project Manager Alerting - SG
May 2021 - July 2022 (1 year and 2 months)
Paris, France
Reporting to the Digital Product entity, the Alerting team implements service notifications for customers. These notifications are part of various customer journeys and aim to improve the customer experience: welcome process, full online subscription, loyalty, retention...
Digital Transformation Customer Journey Digital Marketing Customer Journey