Pilotage Gestion de la Relation Client - CRM SAP


4 mois
1 100,00
Conseil AMOADirection de projets, programmesConduite du ChangementFormationBanque privée / gestion de patrimoine...
Accompagnement dans la montée en compétence des utilisateurs pilotes dans le cadre de la mise en place du CRM SAP.

Pilotage des plans d'action connexes.

Global project management activities :
- Manage the project on a “day to day “ basis (Monthly Steering committee, Weekly project committee, …)
- Promote, ensure the change management activities (training, coaching, ….) with end users and their management
- Get feedbacks about the tool and collect all the information for the preparation of the GO/NOGO decision of a global roll-out ( planned at the end of march)
- Write a guide with the key words of the application to facilitate common language and understanding through the organization
- Deliver communication (newsletter)
- Manage arbitration of functional evolution if needed
- Additional action plans :
Reporting stream:
- As a visual interface is going to be launched ( Microstrategy solution).
- Organize the UAT and validate the go live date
- Follow the roll-out, train end users with a strong focus on managers.
- Customer Database stream:
Manage the action plan
- Define with the support of IT and Business team additional criteria for data import in the CRM,
- Update and communicate the customer process creation including back and front office.
Product catalog stream:
- Manage the action plan
- Support G2SM and IT team to do the right choice to define the content and the optimal way to populated it in the CRM
- Support G2SM and IT team to monitor progress (Customer’s catalog content, product catalog in back office/front office solution,…)
- Coordinate actions and choices between Product Catalog in the CRM and regional web sites
SAP CRM synchronisation and customer network performance stream :
- Follow the action plan manage by the IT team
- Work closely with IT people to be sure that all the performance issues are managed
- 5 à 10 ans d'expérience dans la gestion de projet de transformation des forces de vente
- A l'aise dans l'utilisation de solution CRM et en particulier l'offre SAP
- Anglais courant obligatoire
Temps passé
Fin de l'AO 13/12/13