Damien Mandoux

Functional management of a high-stakesCRM transformation projectfor one of Europe's largest energy groups with **+25 million data entry points**.

In aSaaS & Agile (SCRUM)environment, I was responsible for end-to-end functional scoping and product backlog management: gathering and prioritizing business needs, writing user stories, coordinating marketing, data, architect, and IT teams, and monitoring the migration of campaigns and customer journeys.

Key points: migration risk management, functional consistency between old and new uses, change management, business validation (functional acceptance testing), and parallel RUN management.

Management of the CRM relationship strategy for a portfolio of B2B and B2B2C Key Account clients: EDF Commerce, EDF Marché d'Affaires, EDF SEI, Electricité de Strasbourg, and FEDA.

Creation of theMarketing Automationoffering deployed to clients, management of pre-sales andCRM system managementaimed at engagement, loyalty, and customer value:design of programsfor anti-churn, up-sell, and cross-sell, segmentation, and cross-functional coordination of marketing/data/IT.

Additional contribution to thedigital acquisition strategyof the EDF Group subsidiary, Datanumia (SEO, SEA, site evolutions), and co-design of the Operational Marketing plan.

Design and orchestration of relationship programsfocused on energy coaching and real-time consumption monitoring via **Adobe Campaign**.

Structuring customer journeys to promote **engagement and usage recurrence**, continuous optimization of relational KPIs (open rate, click rate, active users).