Nina Molongo

Project management of CRM projects in an insurance environment, with challenges related to sales performance, regulatory compliance (KYC, AML), and improved customer knowledge.

Collaboration with business teams (sales, marketing, compliance) and coordination of a distributed IT team in France / Morocco.

I manage several CRM projects end-to-end, from scoping to production:

• Facilitation of business workshops and needs gathering

• Writing functional specifications

• Coordination of IT teams and development monitoring (Agile)

• Management of testing and validation of deliverables

• Organization of project committees and reporting

• Change management and user support

Internal CRM, SQL Developer, Agile Scrum, Azure DevOps, Triskell, Teams

• Implementation of a real-time customer satisfaction management system, enabling operational management and detailed, actionable analysis

• Deployment of a product recommendation engine with a 11% conversion rate (5% of interactions generating a conversion)

• Implementation of real-time customer scoring for a portfolio of over 500 agents

• Improvement of customer data quality with detection of at-risk profiles before customer onboarding

• Structuring of sales management systems (opportunities, production, team performance)

Launch of a Single Customer View (SCV) program in a Big Data environment for international subsidiaries (Spain, Portugal), with customer knowledge and marketing performance objectives.

Multi-country coordination (France, Spain, Portugal) and collaboration with marketing, data, and IT teams in an international context (English).

AMOA management for the scoping and design phases of the SCV:

• Project scoping and business needs gathering (CRM, marketing, acquisition, e-commerce)

• Multi-country workshop facilitation and harmonization of international needs

• Design of the data model and writing of the data dictionary (CRM, web, campaign, navigation sources)

• Definition of business and data quality rules (customer repository, consolidation, validation)

• Writing functional specifications

• Coordination of IT and data teams (Big Data environment)

• Preparation of testing phases and data validation strategy

Big Data (Hadoop / datamart), CRM, data marketing, SQL, omnichannel environment

• Scoping and structuring of an international Single Customer View (SCV)

• Formalization of a unified customer data model integrating multiple sources (web, sales, campaigns, navigation)

• Implementation of data governance and quality rules

• Production of key deliverables (data dictionary, specifications, business rules)

Implementation of a decision support system for marketing, sales, and financial performance management, with objectives of data structuring and KPI dissemination to business units.

Collaboration with marketing, finance, sales, and IT teams + supervision of a junior Business Analyst.

AMOA intervention in the design and deployment of a marketing datamart:

• Collection and formalization of business needs (marketing, management control, sales)

• Definition and modeling of performance indicators (KPIs)

• Design of the datamart and associated data flows

• Writing functional specifications

• IT coordination and development monitoring

• Writing test plans and management of functional testing

• User training and support

• Planning management and project stakeholder coordination

Datamart, Business Objects, SQL, BI reporting, decision support environment

• Implementation of a marketing datamart centralizing performance data

• Deployment of 14 decision support reports for sales portfolio monitoring

• Improved visibility on marketing and sales performance (reliable and shared KPIs)

• Facilitation of decision-making through structured and accessible reporting

• Increased autonomy for business teams in data exploitation