Jean Ethé Email & Phone Number

Hamburg, Deutschland

Hamburg, Deutschland

Management of Digital Customer Experience and CRM.Supervision and coordination of the team developing and operating EMEA Websites, online community, CRM, email marketing, the related content and data management as well as system integrations, tagging of web contents and tracking of customers online activities, reporting and analytics for CRM and web traffic. Close alignment between UX & CRM team and category managers, brand and comms team, social media, content team and sales to improve the experience of customers and achievement of business targets. Coordination of operation, maintenance and development of infrastructure for above mentioned areas with stakeholders and suppliers. Coordination of GDPR compliance of the managed touchpoints. Reporting of KPI’s and budget responsibility.Main Projects: Workstream lead during the carve out from Olympus for online/CRM/eCommerce processes and infrastructure. Project lead implementation and launch of Salesforce Marketing Cloud for EMEA.

Hamburg, Deutschland

Transformation of the Service Department to a CRM team. Transfer of operational service tasks from HQ to Central Repair Facilities (parts management, logistics, reporting) and refocus on customer engagement with new processes, tasks and roles. Revision and new establishment of collection of CRM data, the customer community MyOlympus, email marketing, push notifications and marketing automation to support the ecommerce strategy. Development of service products (eg. warranty extension, logistic services). Management of the CRM operations with up to 10 team members.Major Projects: SAP CRM Service rollout, MyOlympus relaunch, CRM reporting (customer insights), creation of email marketing strategy and setup of operation, global CRM strategy

Hamburg, Deutschland

Coordination of service and support processes for consumer business in Europe through the Central Repair Facilities and the Customer Support Center. Team lead for the service team in Hamburg and responsibility for the Service P/L.Process improvements and coordination of service projects in the areas of service logistics, cost control and customer support. Major Project: Business Process Owner for CPD Service during blueprint and SAP CRM implementation

Hamburg, Deutschland

Business process development and project management for Sales and Marketing improvements. Major Projects: EDI, electronic invoicing, analysis of European repair and customer support processes, harmonization of repair process in Central Repair Facilities.

Hamburg, Deutschland

Team lead Product Information Management, process improvements, project management.Major project: ERP roll-out supervision for Imaging business

Hamburg, Deutschland

Coordination between Imaging business and IT department, coordination of external consultants in IT projects, demand management, IT budget control, coordination of IT system training, optimization of IT infrastructure, standardization of processes and systems. From 2007 on leading the Product Information Management team.Major projects: Process harmonization and implementation of ERP (Movex), implementation of Cognos reporting for Imaging business, implementation of J-SOX, implementation of PIM processes and system.

Hamburg, Deutschland

Consulting of project teams, process design, and project team lead. Example projects: Evaluation of CRM system for Olympus Europe, implementation of Movex SMS, ecommerce solutions for Olympus Microscopy (Mic-D) and Endo Therapy consumables.

Hamburg, Deutschland

Project planning and implementation, sales and account management, leading the development team (4 full time, 3 part time employees) for the Service Information Systems department. Development of a mobile service management solution for med tech.

Hamburg, Deutschland

Digitization of drawings and parts lists for Endoscopes and Microscopes (OCR), programming of a Document Management System for Endoscope Service (Visual Basic, SQL)