Freelancer profile translated to English.

Description

Digitalization consultant for business processes, specializing in the implementation of CRM solutions. I support companies in transforming their operations, from strategic framing to operational deployment.

I help you build a clear vision for your CRM project and translate it into a realistic roadmap: defining priorities, sequencing deliverables, arbitrating between functional ambition and time and budget constraints.

My added value: I bridge the gap between business needs and technical implementation, keeping the contractual framework as a guiding principle throughout the project. I structure governance, facilitate framing workshops with stakeholders, arbitrate discrepancies between what is planned and what is requested along the way, and ensure that any scope changes are validated before being developed.

I manage projects end-to-end: discovery, definition of target processes, coordination of technical and business teams, risk management, progress monitoring, and steering committee presentations.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Bruxelles (up to 50km), Namur (up to 20km), Liège (up to 20km), Charleroi (up to 20km), Anvers (up to 20km)

MEDIAGENIX
Project Manager / Functional Lead
SOFTWARE PUBLISHING
May 2026 - Today (2 months)
Bruxelles, Belgium
Project Manager and Salesforce Functional Consultant, leading the implementation of Salesforce Service Cloud (with an Experience Cloud component) for a Belgian broadcast and media software company. The project replaces the customer support operations currently run on Jira, with a go-live targeted for September 2026.

Key responsibilities:
Leading the project as Project Manager and Functional Lead
Designing case management and routing, including queue architecture and escalation rules
Defining SLA management through Entitlements and Milestones, adapted to multi-timezone support
Coordinating the bidirectional integration between Salesforce and Jira
Designing the Experience Cloud customer portal for case management
Structuring the Knowledge Base and assessing AI use cases (Einstein)
Managing change requests and assessing their impact on contractual scope
Coordinating with business stakeholders (sponsors, support leads, functional contributors)
Facilitating functional workshops and producing meeting minutes
Tracking project reporting and presenting at Steering Committee level
Project Management Agile methodology Artificial intelligence
Deloitte
Senior Manager
CONSULTING AND AUDITS
October 2020 - June 2026 (5 years and 8 months)
Bruxelles, Belgium
CRM: Odoo, Microsoft Salesforce
Responsible for the Public Sector development of the CRM Team
Project manager for multiple projects within the Brussels region
Set up the foundation of the e-citizen CRM for the Brussels region
Project Management Salesforce Microsoft Dynamics CRM
Accenture
Business Analyst - Salesforce
CONSULTING AND AUDITS
September 2015 - October 2020 (5 years and 1 month)
Bruxelles, Belgium
• Deliver complex projects as Project Manager
• Supervise, coach and evaluate analysts and consultants on the projects
• Participate in RFP answers on Salesforce projects
• Develop internal practice by designing new assets
• Coach juniors on their career
Business Analysis Project Management Agile methodology