Hannan Ben Slimane

Handling IT CRM and Customer Service topics within the SMCP group, in close collaboration with the brands.

Team & Cross-functional:

- Collaborative work on the implementation and monitoring of the CRM roadmap within the IT CRM team

- Implementation of project methodology in collaboration with Business Units & Transformation teams (scoping workshops, specifications, planning, ...)

- Leading a CRM community within the group (tutorials, starter packs, training sessions, ...)

- Key contact for GDPR-related CRM topics

Projects:

- IT Lead on the group-wide Clienteling project: responsible for IT aspects with the partner and various stakeholders (planning, budget, specifications, development monitoring, ...)

- Analysis and monitoring of data synchronization within the IT CRM ecosystem

- Deployment of Privacy Center for anonymization

- Implementation of SMS double opt-in

- MFA two-factor authentication

- Implementation of TMA with our integrator

- Functional & business user support (Selligent)

Tools Scope:

- Salesforce (Heroku, Service Cloud, Tableau CRM)

- Selligent

- Storeland

CRM Functional Expertise

• Diagnosis and needs gathering with a solid technical understanding

• User skill development support (training, templates, best practices, tutorials...)

• Implementation and monitoring of ramp-up plans during campaign management tool deployment

• Technical and functional deployment of new brands/countries on Adobe Campaign

• Proactive suggestions for optimal tool usage based on user needs and activities

Project Management

• Project coordination with various stakeholders, from scoping to deployment

• Pre-scoping: RACI, cost estimation, needs gathering, design and feasibility phase

• Project monitoring: prioritization, planning, arbitration, blockers, impacts, KPIs...

• Deployment support: writing and conducting test cases, validation, post-deployment monitoring, and associated documentation

• User assistance and change management support (best practices, training, guides...)

Agile Approach

• Needs gathering, prioritization, and transcription into user stories

• Iterative functional support on CRM topics

• Effort and load estimation through backlog grooming

• Daily subject monitoring through daily meetings and Kanban board updates

• Use of tools such as JIRA, Sharepoint, Zephyr, or Miro

Some references:

• Agile support for CRM tool operation - international retail player

• CRM action management on a digital transformation project - international retail player

• Deployment of brands/countries on Adobe Campaign (flows, message center, webapp, campaigns...) - international retail player

• Support for GDPR compliance on CRM topics (feasibility, impact studies, consent campaigns...) - international retail player

• Functional user support on Adobe Campaign - mass distribution and tourism players

Loblaw Digital is responsible for creating and operating e-commerce brands for Canada's largest retailer. We create e-commerce and mobile-responsive experiences like Loblaws Click & Collect, an innovative online grocery shopping experience. We also built the award-winning JoeFresh.com in Canada and the US, along with Joe Fresh's mobile apps, and are proud to announce the launch of beautyBOUTIQUE.ca, our new site providing Canadians with one-click access to cosmetics.

Missions:

• Manage the email program for 3 e-commerce brands (JoeFresh.com, beautyBOUTIQUE.ca, and Click & Collect)

• Work with cross-functional teams to ensure daily execution of email programs (marketing, design, trading, production, etc.)

• Create, test, and deploy email campaigns (batch and triggers)

• Coordinate with different internal teams on the calendar to plan and build effective emails

• Develop email segmentation/personalization strategies

• Work with business owners of different brands to achieve objectives and leverage email programs

• Measure, analyze, and optimize campaign performance and report to business owners