Freelancer profile translated to English.

Description

Rémi is a functional consultant specialized in the scope and management of digital projects and has been working for over 12 years on Customer Excellence topics with business and IT departments (CIO). His role is primarily to provide his expertise in customer relationship management. This involves optimizing and digitizing customer journeys and business processes, as well as supporting the implementation of market CRM tools or in-house solutions.

Very good command of the Pega tool (Business Architect)

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

Groupama Gan Vie
CRM & Customer Journey Business Analyst
BANKING AND INSURANCE
April 2022 - Today (4 years and 2 months)
Nanterre, France
As part of the PRC 2025 program, the CRM & Customer Journeys Business Analyst is responsible for carrying out the following tasks in an agile mode:
- Implementation of the new chosen CRM solution
- Implementation of new omnichannel customer journeys
- Implementation of new advisor journeys
The CRM & Customer Journeys Business Analyst is part of a project team and works closely with business teams (marketing, sales), IT (including publishers), and all affected entities.
Agile Method Pega Web Application
Sopra Steria Next
Customer Excellence Manager - CRM
CONSULTING AND AUDITS
October 2014 - March 2022 (7 years and 6 months)
Paris, France
Extracts from recent missions carried out

Digital CRM Transformation Program Support – La Française des jeux (2021)
Co-construction of the new CRM solution covering sales and after-sales functionalities based on PEGA Customer Service 8.5.

Definition of target business processes and their prototyping using the PEGA Express and Agile SAFE methodology.

PEGA Solution Expertise - CRM Acquisition Module – EDF Commerce (2021)
Within the transverse expertise unit of the customer acquisition module redesign program covering marketing and sales functionalities: contribution and representation on all workstreams or "features" (business needs, macro functionality, etc.) for analysis of overall consistency and functional impacts of evolutions on the existing system and recommendations on priorities of current and upcoming instructions.

Scoping of Salesforce CRM Evolutions – Veolia (2019-2020)
Management of a team of 6 consultants in the deployment of the Salesforce solution within customer service centers and national physical agencies. Support in technical and functional scoping for the integration of business needs. Prioritization of needs in direct relation with the solution's Product Owner.

Redesign and Renovation of Business IT System – ENGIE Professional Client Directorate (DCP) (2018-2019)
Business IT system redesign and renovation program consisting of integrating the PEGA solution within the DCP's IT system to support customer/advisor journeys and the Directorate's business processes in managing its relationship with its professional clients. Definition and optimization of target business processes and supervision of 4 business analysts in the methodology and scoping of business needs.

Implementation and Deployment of Customer Feedback Survey Project – GRDF (2017-2018)
Project to internalize the customer satisfaction survey system (historically managed by external providers). Support in designing satisfaction surveys and steering indicators and carrying out change management with users across all GRDF regions.
Customer Relationship Management (CRM) Web Project Management Agile Method Team Management Project Management