Freelancer profile translated to English.

Description

CRM and digital transformation program manager with 13 years of experience in international program management, customer data governance, and CRM ecosystem transformation. Recognized expertise in Salesforce, Customer Data Management, global customer repositories, and coordinating multidisciplinary teams in complex international environments.

Industry field of expertise

Languages

English
Fluent
Arabic
Native or bilingual
French
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

MARNAB Conseil
CRM & Customer Data Experience - Founder
April 2025 - Today (1 year and 2 months)
Definition and management of the digital and relational strategy for an e-commerce business. Implementation of CRM actions aimed at developing customer acquisition, engagement, and loyalty. Management of the e-commerce platform and coordination of functional evolutions. Management of budget, schedule, and priorities with a focus on sustainable growth.
Christian Dior Couture
CRM & Client Service Transformation Lead
LUXURY GOODS
July 2022 - March 2025 (2 years and 8 months)
Paris, France
Management of the roadmap and evolution of customer relationship platforms within the IT department (Salesforce Service Cloud, Odigo, Alcmeon, Powerfront).
Responsible for the delivery of CRM Customer Service projects in coordination with business, IT, integrator, and publisher teams.
Governance of the CRM initiative portfolio: needs prioritization, dependency management, release planning, and commitment tracking.
Management of multidisciplinary teams in an international SAFe environment, with responsibility for deliverable quality and operational performance.
CRM Salesforce Service Cloud Team Management Agile Project Management SAFe
Christian Dior Couture
Program Manager - Customer Data Management
LUXURY GOODS
September 2020 - July 2022 (1 year and 10 months)
Paris, France
Direction of the global Customer Data Management program aimed at creating a single customer view and unifying CRM, e-commerce, retail, and customer service data.
Management of the Single Customer Repository (RCU) project.
Cross-functional management of data projects involving over 50 employees (RCU, Salesforce, CIAM, OMS, POS).
Resource planning (roadmap, team availability, prioritization based on business constraints).
Definition and monitoring of Data Quality stakes, KPIs, and performance indicators.
Coordination of project instances and contribution to data governance.
Interface between IT, business, and partner teams to ensure solution consistency.
Data Management & Repositories (MDM, Data Quality) Agile Project Management CRM Project Management Customer Experience