20 ans dans le management de la relation client ou j'ai participé à toutes les évolutions / révolutions (le CRM en 2000, le digital en 2010 et la customer experience en 2015).

20 ans de projets Metier-IT pour outiller, améliorer, accelerer cette relation client

12 années en tant qu'entrepreneur ou j'ai fait grandir et développé les compétences de mes collaborateurs et accessoirement demontré un peu de leadership.

25 ans de challenges permanents.

Donc logiquement ma recherche c'est Challenge/Management/Customer Experience ou par les temps qui courent Challenge/Management/IT

Bertrand

56 ans

Le Plessis-robinson

Customer Experience Director

Expériences professionnelles

Management de Transition
Paris, France

Digital Transformation Manager

Avr 2015 - Aujourd'hui

American Hospital of Paris: PMO & Digital Advisor

Lead/Design Patient Journey to improve patient eXperience.
Patient relationship digitalization and PEGA SYSTEM portal implementation

NextUser: Country manager

Creation of the StartUp French/EMEA subsidiary (SaaS digital marketing)
License sales closing/Product Owner (pilot setup)/Customer Success Mgr (run)
=> Revenue: 420 000 €/year [Sanofi/Adecco/Etam/Forbes/Carrefour/M6]

Monabanq: CX Advisor (Board)

Lead and Inspire 2 UX based 2 strategic studies (Design Thinking)
Mindset Switch from traditional banking offer to Customer Journey approach

Wide (Digital agency): CRM Practice Manager

Rationalize account/agile projects portfolio (Oracle CX / Update CRM/ eDeal...)
CRM Consulting and IT proposal design and sales.
=> BU profitability restored in 6 month (Revenue: 2M€/25 consultants)

CRM ADVISE
Paris, France

Founding Partner

Jan 2003 - Déc 2014

2011-2014: Digital consulting development (diversification)
2006-2010: CEO - Customer Relationship Consulting

Business Development for consulting and project
Account and project portfolio management
- Revenue: 1,3€ => 2,4M€ / 27 consultants

2003-2005: COO - Consulting and IT

PMO & Management (hiring, training, staffing, Careers).
Consulting/project proposal design and pre-sales
- Revenue: 0€ => 1,3M€ / Staff: 1 => 15 consultants

Other responsibilities

General management (Finance, Admin, RH…) & consulting assignments

CRM-IT

‘SIEBEL CRM’ BU Manager

Jan 2001 - Déc 2002

IT project proposal design and sales
Team management, hiring, training, staffing
- Revenue: 0 => 1,4 M€ / Staff: 1 => 18 consultants

ORACLE (SIEBEL)

Professional Services Senior Consultant

Jan 2000 - Jan 2001

Partner support / Consulting assignment / Proposal design and pre-sales

BRITISH TELECOM (SYNTEGRA)

‘SAP Consulting’ Practice Manager

Jan 1996 - Jan 2000

From ABAP coding to BU Management in 4 years.
SAP consulting and implementation proposal design and pre-sales
- P&L: 20 MF / 30 consultants

DELOITTE

Accounting controller

Jan 1995 - Déc 1995

Formation

1993 IAE Aix en Provence - DESS CAAE (MBA)

1992 INSA Lyon - Electrical engineering Languages: French native - English Fluent

Langues

anglais : Courant

Customer Experience Director

Note Globale

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