Cécile M.

Maintenance and optimization of CRM/PRM flows (new campaigns, partners, fields/tables). Supervision of lead management (reception, quality, monitoring, dashboards, call-tracking). Participation in the migration to the new CRM tool: migration of existing flows, partner interfaces, data optimization, migration of scripted campaigns on SFMC. Creation and monitoring of KPIs and performance dashboards.

✔ Results: improved reliability of CRM/PRM processes, enhanced lead tracking, and continuity ensured during CRM migration.

Project Context: Reorganization of the CRM digital pole and creation of campaign management processes on SFMC. Implementation of cross-channel campaigns in line with strategy and customer segmentation.

Execution:

Engage the customer base

 Cross-channel campaign management: emailing, customer journeys

 Management of the editorial calendar according to brands

 Ensure full campaign reporting

 Coordinate teams on the implementation of new campaigns

 Perform A/B testing

 Manage incidents (bugs, errors)

Supervision

 Restructure the CRM digital BU

 Redesign of CRM processes and editorial charter

 Train teams on tool adoption

Technical Environment:

SFMC, Asana, Powerpoint, Excel, Sharepoint

• Cross-channel campaign management (emailing, customer journeys).

• Implementation of the editorial calendar and full reporting management.

• Performance of A/B tests and optimization.

• Training and skill development of teams on SFMC.