Muriel Gerges

DIGITAL TRANSFORMATION & CHANGE MANAGEMENT

→ ERP, CRM, HRIS, AI, RPA Change Management

→ Support for restructurings, mergers

→ Design and deployment of user-centric adoption strategies

STRATEGIC AI ADOPTION

→ AI Acculturation: workshops for COMEX, managers, business teams

→ AI Governance: AI Act compliance, Shadow IT management

→ Custom adoption paths based on applied neuroscience

UNBLOCKING CHALLENGED PROJECTS

→ Express diagnosis of resistance (cultural, emotional, generational)

→ Pragmatic action plan to relaunch collective momentum

→ On-site support until success

COACHING & MENTORING

→ Coaching

→ Support for project teams during transformation

CHIEF OF STAFF

→ Interface between senior management and multi-strategic projects

→ Management of complex transformation programs (360° vision)

✅ KEY ACHIEVEMENTS

LEADERSHIP & VALUE CREATION

→ Creation of 2 strategic Business Units + 1 pharmaceutical subsidiary

→ Chief of Staff

OPERATIONAL EXCELLENCE

→ 10 successful international ERP/CRM migrations

→ Business process optimization: Quote-to-Cash, Order-to-Cash, Procure-to-Pay

→ Major organizational restructurings with new operating models

ADOPTION & ENGAGEMENT

→ 85% user adoption in the most complex ERP and AI deployments

→ 100% success in my individual coaching engagements

→ AI Acculturation Programs

→ Workshops

METHODOLOGICAL APPROACH

→ Instructional Design & Engagement (cognitive sciences, experiential pedagogy)

→ Neuroscience + behavioral sciences applied to change

→ Proven methods: Kotter, ADKAR, OKR, Agile

→ Engagement and performance KPIs to measure ROI

→ Multi-profile adaptation: neurodiversity, stress, invisible resistance

INTERVENTION MODALITIES

→ France & EMEA

→ On-site / Remote / Hybrid

→ French / English

→ Assignments 2-3 days/week or full programs

Specialist in Business-IT Interface / Management of change management and training initiatives for over 2000 users in 10 European countries during CRM migrations and deployments; Targets: sales, operations/customer service/supply chain, finance, and management (D365, SAP & Salesforce).

**Key Achievements**:

• **Complex Project Management**: 10 ERP migrations/5 years in FR, UK, DE, AT, CH, IT, HU, IR, PL, SP with budgets from €500K/year to €30M/3 years and audiences of 40 to 400 people/migration

• **Comprehensive Business Process Analysis and Optimization**: Audit, gap-fit analysis workshops, and process standardization: Quote to Cash/Q2C – Order to Cash/O2C – Procure to Pay/P2P

• **Strategic Transition Project Management**: Full supervision of the transition of a centralized team from PL to MA with harmonization of business processes & knowledge transfer (9 months)

• **Pan-European CRM Deployment**: Salesforce implementation for over +2000 active users in Sales, Operations, Supply Chain BUs and Top Managers with standardized business processes and user adoption strategies

• **Pedagogical Engineering & Design**: Development of complete training frameworks including detailed planning, process specifications, learning scenarios, and test data environments (85% adoption)

• **Multi-Project Management**: 3 major projects (2 migrations & CRM) + 5 secondary projects, with 10 releases, integrated business process documentation, and change management

• Creation and maintenance of a hybrid internal wiki (written/video) with over 2000 pages including complete documentation of business processes, nomenclature, monthly updates

Impact: Accelerated time-to-value, reduced user resistance, optimized training costs, EMEA integration of new joiners

• Digital project management for 1 confidential project (healthcare)

• Teaching economics and political science, 96% success rate (32/33 students) (from 10th grade to BTS level)

• Professional Sales training with 100% success rate (adults 18 to 55 years old)