Mohammed B.

Intervention within the SGM IT department in an omnichannel environment with high customer volume, facing major challenges in

data structuring and customer interaction optimization. The customer platform includes:

● Single Customer View (SCU)

● Loyalty program and promotional engine

● Marketing automation tools

● Customer service

● Interfaces with checkout and e-commerce systems

Objective: ensure the reliability of customer data, streamline omnichannel journeys (in-store / web), improve engagement, and structure

customer interactions through data exploitation and intelligent automation.

● Management of digital projects focused on optimizing customer interactions (web, checkout, customer

service)

● Structuring and evolution of the Single Customer View (SCU)

● Coordination of CRM, marketing automation, and support tools

● Supervision of inter-application flows (REST API, third-party integrations, monitoring)

● Exploitation and reliability of customer data to improve engagement and sales performance

● Participation in the integration of data-based automation and optimization solutions

● Management of priorities, planning, budget, and project governance

● Change management and support for business teams

● Creation of an application for after-sales service with Replit

Technical environment: Comarch CLM - SPLIO - Zendesk - Jira - Confluence - API - Postman - Replit

As part of my work with Pathé, as a Digital Project Manager within Pathé's IT department, my mission is to support the client in implementing a new engagement program. As part of this project, I am responsible for monitoring the delivery of new features on the Customer Area and the Cinépass purchase funnel.

Gathering and challenging business needs

Writing user stories

Estimating development costs

Working with UX teams to define and approve the final product

Validation with the business

Writing JIRA tickets to start development

Agile monitoring of development

Delivery planning

Production deployment

Change management with teams

As a SaaS Deployment Project Manager at Particeep, a fintech specializing in white-label digital subscription solutions, I led strategic deployment projects for clients such as Arkea, Metlife, and Wakam. My role was to ensure the smooth implementation of SaaS solutions by coordinating stakeholders and managing the various project phases.

Technical context: Particeep offers a white-label solution, accessible via API, for deploying a fully digital subscription process. The Particeep API facilitates data exchange, sending and receiving customer information, integrating third-party services, and provides centralized and secure management through a unified interface.

● Project management and cross-functional coordination: structuring project governance (steering committee, progress meetings) to ensure rigorous monitoring and constant communication between IT teams and clients.

● Analysis of client needs and writing of functional specifications: gathering business needs, formalizing them in detailed documents, and proposing optimizations for subscription processes in conjunction with the user interface.

● Configuration and setup of SaaS solutions (Finstore, Plug) to meet the specific requirements of each client, ensuring smooth and secure integration with existing systems.

● Management of the acceptance testing phase: coordinating development teams and Product Owners in an Agile environment, executing functional tests, and resolving incidents before deployment.

● Post-implementation follow-up and user support: managing onboarding, training end-users, and providing post-deployment assistance, including managing support tickets to ensure ongoing client satisfaction.