Franck C. Email & Phone Number

Paris, Fr

Île-De-France, France

Marketing transformation program

- Project Manager for implementation of a new customer/CRM portal (MS Dynamics)- Creating a framework of needs and functional specifications for the customer support process- Implementing governance and project team- Budget management. Implementing change management

Île-De-France, France

# Head of the Digital Search division# PO in the Search team as part of the Carrefour ONE digital transformation project- ContextAs part of the Carrefour.fr Digital Transformation project (Carrefour ONE Project) I worked as Product Owner in the 'Search' Feature Team in Agile (Scrum) mode.Development of product feedback automation projects (Popularity, Voice, Sales scoring, I / A and clusters ...)- Backlog management- Grooming- Sprint Planning- Sprint review presentation- Retrospective Sprint- Cross-functional management of the development team (Agile)- Hierarchical management- Run on Search (Solution: Elastic Search)- Optimization of the exchange process with the Marketing teams- Implementation of TB monitoring (Google Analytics) and action plans- Projects: management of Search optimization and evolution projects in Agile mode with IT teams- Contributions to the annual sales promotion plan-> Results: + 36% conversion rate

Evry

#Context :- Framing and management of transversal projects with high impact Customer Experience within Carrefour Banque# Achievements:- Cross-functional team management- Hierarchical management- Animation Workshops / Project and Steering Committees- Definition and implementation of a TB Quality of service indicators for management and action plan- Comex interventions#Client experience:- Optimization and management of Customer Relationship processes for Carrefour Banque products (Loan Subscription and Card Termination)- Framing and management of the automation project of customer interactions (email / sms / vms) on the financial product subscription process and Collection- Definition of the Kiamo / E-Deal CRM tool integration process- 3D Secure process optimization with the aim of reducing customer fraud- Implementation of the Fraud Server process for customer alerts with the aim of reducing bank fraud- Definition of the C-Zam card customer front office process- Various Customer processes: mapping, evolution and follow-up- Definition of the Talk To Pay voice identification solution POC process#Results:- Reduction of dysfunctions (card sending times, Secure Code, etc.)- 8% drop in credit card termination rate- 41% decrease in fraud costs- 73% reduction in the volume of Secure code fraud#Functional skills:- Bank- Project management / Lean / 6 Sigma(Digital / MOE / marketing / Electronic payment / Distance sales / Customer satisfaction / Sales support)see lessPositionE-commerce / Digital project managerEmployment datespt. 2009 - Oct 2013Duration of employment 4 years 2 monthsLocationEvry# Context:- Project management related to digital transformation within Carrefour Banque- Hierarchical management

Evry

# Context:- Project management related to digital transformation within Carrefour Banque- Hierarchical management# Achievements:- Writing spec. functional and technical- Animation Workshops / Project and Steering Committees- Cross-functional management of Digital Marketing, Call Center, Customer Service, Data teams# Eptica: Co-piloting of the Eptica inbound email management solution, Change management, customer satisfaction and remote sales team training (120 people)# 3D Secure: Project co-management, Realization of the customer journey and Secure code process, management of service providers and calls for tenders, choice of solution, management; change management. Comex presentations-> Capex: € 1.2 million# Neolane / Adobe: realization Expression of need for the implementation of the Neolane / Adobe campaign management tool. Work on the Neolane campaign workflows-> Capex: 600 K €# Optimization of the product transformation chain Personal loan: implementation of KPIs, redesign of customer recovery routes, project management, establishment of the Transformation Chain Committee and project management# Design and UX optimization of customer journeys (Secure code, card subscription, @ signature ...):# Store locator: Project managementsetting up Store Locator (working in collaboration with Carrefour Group for the pooling of the solution used)# Signature @ and Upload module: + 12% conversion rate# Webcall back: Project management implementation of Oracle webcall back solution + management of change management of incoming calls management (80 people)# Contribution of annual commercial animation plan#Carrefour-Banque.fr tagging plan redesign (AT Internet and Eulerian), project management. SEA / SEO optimization, e-marketing levers, Traffic acquisitions,# Internet ID process redesign Customer Area: Internet ID process management# Functional recipes various projects# Comex interventions

Paris

#Context:- Consultant missions to major e-commerce / CRM / BI accounts# Achievements:- GDF / Suez: Co-writing of the response to the call for tenders and customer support.-> Support and writing of functional specifications for new e-services (general public sector)- Animation Workshops / Project and Steering Committees- Bouygues Telecom: Company data quality audit- ERDF: Diagnosis and optimization of the Qualification / Integration of the Trade Management System project- Groupama: Help in choosing a campaign management tool- MEDERIC: Customer vision framing# Before sales: Response and defense of calls for tenders# Results:- Support for the definition and realization of functional specifications for 12 e-services (GDF / Suez site for the general public)- Help in choosing Neolane campaign management tool and redefining campaign processes- Client vision framing- Process optimization

Marseille/Paris/Milan

#Context: - As part of the opening of its subsidiary in France of its access provider Alice, Telecom Italia wanted the implementation of business and qualitative monitoring indicators for its commercial activity # Achievements: - Implementation of dashboards for monitoring and analysis of D2D and Retail channel reporting - Modeling of the dimensions of the olap database - Creation of a Datamart - Commissioning of the D2D sales force # Management 2 people # Functional and technical skills: - Analysis / BI (Palo) - Visual basic and SQL

Paris

#Contexte :- Accompagnement clients AMOA et management projets internet# Réalisations:- Pilotage des créations des projets Internet clients B2C (Vorwerk) et B2B (Sodexho)- Rédaction cahiers des charges- Spécifications fonctionnelles et Techniques- Recettes fonctionnelles# Innovations: Participation conception site Internet e-touch#Avant-ventes : Réponse et soutenances appels d’offres# Management#Résultats:- Mise en place site internet Vorwerk- Mise en place site internet Sodexpo- Collaboration à la création de la solution web e-Touch#Compétences fonctionnelles et techniques:- e-commerce- AMOA- Vb.net- SQL

Paris

Description# Context: - Observation: the Périgord region offered significant potential for foreign customers (Great Britain / Holland, etc.) with local products in high demand. Based on this observation, the decision was made to create a Périgord portal offering the possibility of buying products online as well as access to many tourist services. # Achievements: - Creation of the company Perigord-direct.com (sale of gourmet products and e-commerce tourist stays) - SEO / SEA - Haoui.com website redesign - Functional and technical specifications - Project management - Optimization of supplier logistics management / DHL / Customers (just in time) # Partnership negotiations # Team management #Sales via direct sales force to company works councils # Results: - E-commerce sales mainly on the France / USA / Great Britain / Holland / Asia markets - Account opening developments with French works councils - 350 K € turnover - Business Angel equity investment # Functional and technical skills: e-commerce, Ux / UI, PHP, SQL

Paris/Spain/Italy/Portugal

# Context:As part of monitoring the range of PCs and consumer consumables, it is necessary to provide HP account managers in France / Spain and Italy with TB management reports for their business with good data quality.# Achievements:- Implementation of dashboards and analyzes of consumer customer sales (use BI TM1 Applix tool) for France / Spain / Italy- Interface between wholesalers / Retailers / Account managers / Product manager / Consumer production center- Management of consumer PC stock and flow optimization- Responsible for the quality of indirect sales data- Responsible for the payment of rear discounts Retaillers / Wholesalers# Results:- Improved data quality- Optimization of the payment process for back discounts- Establishment of sales follow-up TB Wholesalers / Retailers / Production center

Oslo

# Context:Dan, s part of the project of the Norwegian company Cresco Sport to study the French market + product test of the A + Carte card with a view to opening a presence in the French market.# Achievements: French market study of sports clubs' fund rising products (pro / semi pro) Implementation of product tests in four French cities Commercial tests Analyzes and recommendations# Results:- Choice not to set up on the French market# Functional skills: Marketing analysis of the French market, commercial prospecting and product testing

Doctorant:, Digital, E-Commerce, Omnicanalité Dans L’Experience Client

Thèse doctorale sur le Digital, e-commerce, CRM : la surprise et le souvenir de l'Expérience Client dans un parcours cross canal

Information Technology - Genie Et Traitement De L'Information

It

Marketing/Finance

Economics

Sports Sciences