• Program/ Project Management
• Multi 10 MCHF Budget responsibility, time, risk and quality controlling
• Workshop leading and stakeholders’ relationship / external vendor’s management
• Full life cycle of global / regional initiatives implementation and rollout /coordination – PMO setup
• o Governance / BI
• Strategies set up, roadmaps & dashboards, action plans, forecasting and change management
• Corporate & Top Management reporting and visibility provider – KPI creation
• Interface with Finance, Controlling, Operations, Marketing – best practices setup/control
• o Team Leading / Resources Management / Training
• Team building & coordination, coaching and controlling – international and global level
• Multichannel Operations Coordination (supervision up to 85 persons)
• o Reengineering / Organizing / Auditing/ Business transformation
• CRM centers services setup / SLA reviews
• BI, Data bases, ICT assessments interface, Auditing of IT services
• Internal structure transformation / CRM
• Change and Quality Management / BPM
• o Industries
• Retail, Travel retail, Pharma, Rental, Insurance, Telco and Tourism in international, B2B and B2C environments
• o Applications
• Siebel 2000 – Siebel 8 (Siebel Call Centre, SFA, BI, Marketing), Siebel OnDemand, Oracle ERP, MS NAV
• Cognos 8.3 / 10, Tableau, SalesForce (Cloud), Force,com, ApexExchange , Microsoft Dynamics 3.0, Microstrategy, Sharepoint and working knowledge of SAP, Oracle Pimavera 8.2, Business Objects and Clarity
• o Methodologies:
• PMI, Prince2, CMMI, working knowledge of ITIL, Six Sigma

Master in Tourism

Since 10/13 Independent consultant – PM/ PMO (manufacturing NDA, ABB,..)

Retail and manufacturing companies want to improve the quality and effectiveness of their internal structure in projects execution, program coordination and internal processes

o Salesforce Cloud based Program and Projects leading and support (ABB)
o Governance and reporting tools analysis – KPI creation for change/transformation measures
o Senior Management interface – program “back on track” strategic consultancy (manufacturing NDA)
o CRM, ERP and BI Projects quality implementation assessment – PM methodologies review

06/10 -11/13 IT Global Program Manager – Dufry Management – Zurich, Switzerland

Leading Travel Retail Company is facing on global scale a major challenge of coordination throughout 5 continents. IT services need to be consolidated on local, regional and global level. Global policy of aggressive acquisitions of companies on booming sector and emerging markets

o Global IT Program coordination – coordination of 6 regions worldwide in multicultural environment
o IT strategy co-responsibility – IT strategy plan design
o Multi 10MCHF Budget – coordination major projects (ERP, GDC and POS implementations in South America and Europe) on global and local level – Yearly setup of global budget, monthly control and analysis
o Coordination, guiding & corrective actions for all projects / interface with 8 IT Directors / 2 Project Directors
o Implementation of new standards / processes / procedures – setup of SharePoint environment
o Responsible of Interface with Finance, Controlling, Operations – instauration of best practices
o Responsible of interface to external providers/vendors – SLA instauration
o Responsible of overall reporting to the top management / direct reporting to IT Director

2001-2010 (FREE LANCE) Implementation & Transformation Project Manager & Senior Consultant
(France, Ireland, Japan, Switzerland, Poland”¦)

Various sectors, large scale companies facing need of assessing new tools, analyzing internal needs, gaining visibility and productivity. Multiple missions of coordination and support for implementation of CRM (SFA, Call center), Marketing and BI tools and its follow up.

o Advising, guiding and supporting Senior Management and their teams through business transformation and technology projects using PMI methodology.
o Responsibility of multiple 10MCHF budgets with risk assessment and corrective action plans
o Covering the full life cycle of business strategy, applications assessment and organization changes.

Clients 2001-2010:

o O2 Ireland (2009) Telco Senior Consultant
Program “back on track” consultancy and supervision – 2 months
Structure and budget auditing
Communication with stakeholders/senior management

o Merck Serono Switzerland/Japan (2008) Pharma Project Manager / Senior Consultant
Major global player in pharma industry seeks more visibility and coordination in remote locations
Manager of the offshore BI Analytics implementation team (Merck Serono Japan) – 7 months
Stakeholders strategic interface / Corporate reporting to Germany, Switzerland and Japan
Responsible of Multi MCHF budget – successful monitoring and control
Back up to Program Leader on 25 countries rollout program / Vendors choice and support

o Spar Ireland (2003, 2004, 2006, 2009) Retail Project Manager / Senior Consultant
Middle size retailer assess its organization needs for tools easing coordination and booming sales
IT tools choice strategy planning / KPI defining – substantial gain of clarity
Strategy reflexion & definition workshops / meetings leader
Responsible of the communication to the Top Management
Unique interface to external Telco vendor
Tools implementation: SFA, Call Center, Marketing, BI, Operations

o www.Transcom.fr Southern Europe (2006) Telco Country Account CRM Manager (6 months)
A privileged vendor to Tele2 (SFR) needs to improve its internal coordination throughout various remote locations
Responsible for assessing SFA tools implementation across multiple countries
Interface to Business coordinators of 8 Call Centers (France, Spain, Morocco)
Continuous multichannel & Web based tools improvement
Reporting to the national and corporate level (Sweden, France, Tunisia, Spain)

o Hertz Ireland (2002, 2004, 2007) Services Project Manager / Senior Consultant
Car rental player assess its organization needs for tools easing coordination and booming sales
IT tools choice strategy planning / KPI and Quality standards defining
Audit of internal services – Business & Action plan author
Corporate accounts sales manager coach
Responsible of projects related to the external Telco vendor
Tools implementation: SFA, Call Center, Marketing, BI, Operations

o Canal+ France (2007) TV Project Manager / Senior Consultant
Private TV assess its needs for sales administration and coordination
Sales and contract life-cycle tools process re-engineering
Tools implementation: SFA

o Monster.com Southern Europe (France, Italy, Spain) (2005) Senior CRM Consultant (6 months)
Wolrdwide recruitment portal leader assess his needs in organizing and training on Siebel tool

• Executive & reps training on Siebel Call Centre & SFA & Microsoft Office pack (handouts author) – Paris, Madrid, Milan
• Responsible of choice and setup of Monster’s Southern European call-cente based in Marseille
• Reporting to CRM Director & sales director in London & Paris
• Continuous multichannel & Web based tools improvement

o European Benefits (Rothschild group) (2004, 2005) Insurance Project Manager / Senior Consultant
Large accounts insurance company seeks visibility and sales coordination
Re-engineering of sales process
Implementation of KPI & Quality standards
Interface to Marketing and Finance departments
Call Centre setup / SLA setup and reviews
Continuous multichannel & Web based tools improvement
Tools implementation: SFA, Marketing & BI

o Carrefour Poland (2002) Retail Consultant
French international retailer needs to analyze his organization on a local market
SFA, CRM and BI needs analysis

2002 New Poland (tour operator) and Setec Tours (tour operator) (6 months in total) CRM Consultant
Polish tour operators need reorganizing and adaptation to new quality standards
• Executives training in CRM/ sales techniques (phone, face to face, B2B, B2C) and data bases based programs
• CRM internal services organizing (call center, hotline)
• Sales network promotion and organizing (adaptation to international markets)
• Quality audit / phone promotion campaign impact audit

2001 Travelmad.com (Paris/Dublin) Product Manager (9 months)
Irish start-up tourism website needs South Europe Manager support to increase sales
• Sales coach and leader – gain of new partners
• Continuous multichannel & Web based tools improvement
• Regional strategy co-definition
• Sales network promotion and organizing – leader of sales teams in France and Germany
• Responsible for setting quality and quantity indicators

2000 NFO EAP Market studies Consultant (8 months)
NFO acquires Infratest Burke and creates start-up structure to promote access panels’ technique
• Marketing studies analysis sold to Ricard, Schweppes, Coca-Cola, Jet Tours, Air Afrique, and Cegetel

1997 – 2000 Polish Tourist Board in Paris Professional Relations Attachà©
Polish Ministry of Tourism wants promote Poland as a destination among French tourism professionals
• Lobbying / sales network promotion and organizing (TO / airlines) – from 33 to 350 partners in 3 years
• Professional events coordination – responsible of 9 yearly national professional fairs
• Database / statistics organizing & development
• Interface to International Association of Tourist Boards in France – member of statistics committee
• Internships supervisor