Alaeddine JOMAA

- Managing CRM B2C core model rollout for countries worldwide on 3 Salesforce instances (AMERICAS, EMEA, APAC). - Coordinating with country managers to prepare source files, execute UAT tests, organize training/demo sessions and GO LIVE. - Integration of Brand website to CRM via Mulesoft APIs for each country. Import of Customer data via Postman (Account/Lead/Transaction/Diagnostic/Newsletter/Loyalty/Consent). - Managing CRM support activity (Maintenance, Evolutions, Changes Requests, Fixes) and relation with integrator and service provider. Technical Environment: - Salesforce, Marketing Cloud, Mulesoft, Postman.

Acting as Business Analyst and Consultant for AMP Impact: a PPM financial, operational, and strategic planning application developed and hosted on SFDC platform. The module helps the different regions and departments track the outcomes, performance indicators, implementation, and cost-effectiveness of their portfolios. Business analysis and qualification of new system evolutions and enhancements. Creating User Stories and updating functional specifications. Actively participating to the UAT testing efforts. Managing user access, roles, profiles, and permissions. Design and analysis of system interfaces with ERP. Technical Environment: - Salesforce, Amp Impact, Grid Mate.

User support and incident/change request management for several Brands worldwide on Service Cloud used to track consumer complaints and product issues, send satisfaction surveys, manage chat bots, interact with factories. Also worked on data retention/anonymization projects, Email-To-Case and Web form evolutions, S-DOC templates, Sprout integration for community/content management on Social Media accounts (FB/Insta/TikTok/Youtube). Incident/Request qualification and analysis. Daily direct support to end users. Bug/Issue resolution. Change request delivery. User assistance & training. Technical Environment: - Service Cloud.

Responsible for all functional and technical aspects of the CRM environment including Salesforce and Hubspot. Lead workshops and work closely with Regional Managers, Sales Reps and Customer Success business key users to identify and implement application business rules, new needs and change requests, covering 5 regions (FR, DACH, MEA, Noram, Latam). Worked on the the design and revamp of Sales and Marketing processes, Lead qualification and conversion rules, Opprotunity life cycles, Account 360° view. Key actor on CRM projects during the group's reorganization and merger with other companies. Managed system integration and data interfaces between Salesforce & Hubspot. Then achieved CRM migration from Salesforce to Hubspot. Migration of data model, fields, rules & calculations and workflows. Incident/Request qualification and analysis. Daily direct support to end users. Bug/Issue resolution. Request delivery. User assistance & training. Reports & Dashboards. Technical Environment: - Salesforce, Hubspot.

User support and incident/request management for several Brands/Maisons (Cartier, MontBlanc, Vacheron…) on Salesforce Sales Cloud CRM used to manage B2C sales activity; track transactions; calculate customer turnover, segmentation and reference data; manage client product portfolio. Incident/Request qualification and analysis. Daily direct support to end users. Bug/Issue resolution. Request delivery. User assistance & training. Reports & Dashboards. Manage support activity. Lead & Animate weekly operational committees with boutique sales associates, store managers of each Maison. Build KPIs & charts. Update related documentation. Technical Environment: - Salesforce, Sales Cloud.

Sales Cloud implementation project for Account 360° view, sales process & trading member onboarding. Implementing business processes for Member Suspension, Reactivation and Termination. Customer Portal implementation for Claim tracking. Gathering, analyzing and documenting detailed user requirements for business capabilities. Conduct Design Workshops, identify functionality gaps, and propose technical solutions. Identify integration and data migration needs. Implement interfaces and data flows between CRM and other IT systems. Actively participating in the build and development efforts. Implementing features, objects, pages layouts, calculated fields, validation rules, processes and flows. Technical Environment: - Salesforce, Sales Cloud, Pardot, Service Cloud.

Design & rework of Sales Cloud module for the management of contracts, opportunities, quotes, price conditions & product substitution rules. Actively participating in the build and development efforts. Implementing features, objects, pages layouts, calculated fields, validation rules, processes and flows. Technical Environment: - Salesforce, Sales Cloud.

In charge of L1 & L2 user support, training and request management for Salesforce VEEVA Event Management (VEM) CRM used to manage and track medical delegates and HCP activities and events. Daily direct support to end users. Bug/Issue resolution. Request delivery. User assistance & training. Reports & Dashboards. Manage support activity. Lead & Animate weekly operational committees. Build KPIs & charts. Update related documentation. Technical Environment: - Salesforce VEEVA CRM.

In charge of Sales Cloud and Pardot Marketing Automation implementation through the different project phases (Framing, Design, Build, UAT, Training and Go Live) and managing teams and work efforts. Leading a team of 5 people (business analysts, administrators & developers) in order to achieve project goals in the prefixed deadlines. Track team work load and priorities in respect of project constraints and delays. Responsible for the functional and technical aspects of Salesforce CRM. Lead workshops and work closely with proxy owners and country/region business key users to identify and implement application business rules, needs and change requests. Technical Environment: - Salesforce, Sales Cloud, Pardot, Service Cloud (Case Management), JIRA, Confluence.

Responsible for many global deployment and roll-out project of Sales Cloud along with change management in Eastern Europe (PL/CZ/SK). Also, in charge of continuous improvement, maintenance and user support for various countries and sales areas. In charge of the functional and technical aspects of Salesforce CRM. Work with country admins and key users to identify and implement application enhancements and change requests. Provide related analysis and written documentation. Manage work effort in compliance with Agile methodology and in respect of project constraints and delays. Work closely with CRM central team members in order to deliver developments and configuration packages according to the predefined planning for each sprint on a monthly basis. Organize and prepare prerequisites for each phase of the monthly release (Workshops, Developments, Configurations, Data import, Test scripts, Training Documents, UAT, Dry Run, Cut Over, Go Live). Technical Environment: - Salesforce, Sales Cloud, Service Cloud (Case Management).

IT Business Analyst and Administrator participating in different IT projects related to Salesforce CRM (Sales Cloud, Community Cloud and Pardot Marketing Automation) and Planview PPM support and implementation as well as SSRS DB development on MS AX ERP. Responsible for the functional and technical aspects of the CRM & PPM areas. Work with end-users, other cross-functional staff and management within the organization to identify and implement application enhancements and manage process re-engineering efforts. As part of global company merger, worked on many CRM merge and migration projects. Organizing and animating workshops in order to gather and analyze business needs for the different BUs. Implementing new features, realizing setup and development tasks. In charge of major enhancements and change requests. - Serve as the system administrator, providing day-to-day support of the applications. Support end users through troubleshooting and issue resolution. - Document and review business functional and technical requirements. Provide analysis and written documentation for existing functionality and enhancement requests. - System setup and configuration. Implement new features. Process enhancements and change requests. Technical Environment: - Salesforce, Sales Cloud, Service Cloud, Community Cloud, Pardot. - Planview PPM, Administration, SSRS reporting. - DBMS/BI, SQL Server Management Studio. Visual Studio. Report Builder.

PPM Technical Consultant, within the TPM (Third-Party Application Maintenance) team. Maintenance, administration and monitoring of PPM software solutions (Clarity and Planview). - Provide Technical Assistance and resolve the end user issues as per defined SLA for increased customer satisfaction. - Assign, monitor and track tickets and change requests for service delivery. - Prioritize client tickets and schedule package delivery. - Understand client business processes and requirements. - Prepare functional and technical specifications. - Propose & deliver technical solutions. - Build and deploy software components and configurations on production systems. - Provide run time support during the deployment phase. - Document all the defined processes and the methods of resolving the tickets. - Maintenance and Development of reports, universes and environments (Business Objects, MS SSRS). Technical Environment: - PPM Planview 10 and 11. CA Clarity 12 and 13. - DBMS/BI Microsoft SSMS. Oracle SQL Developer. Report Builder. Business Objects.

Implementing and monitoring ORTEC software solutions (Shortrec & OTD) for operational and real-time route planning and execution to clients in the transportation and distribution fields in France and in the Netherlands. - Understand client business processes and requirements. - Entertaining workshops and users groups. - Prepare functional and technical specifications. - Prepare presentations and demo environments. - Implementing and monitoring software solutions on test and live environments. - Change management and end-user training. - Application maintenance and user support by email, telephone and remote control. - Installation, upgrade and migration of environments and databases. - Reporting and design of data reports in SSRS (Report Builder). Technical Environment: - Web : HTML, CSS, XML & XSL. - DBMS/BI : MS SQL Server 2005/2008 (MS Reporting).

EPM Consultant within the logistics platform team. In charge of the implementation of Microsoft Enterprise Project Management (EPM) solution. Deploying new methods for the management of human and material resources and for the scheduling of maintenance operations in nuclear power plants.

Quality Engineer in charge of the implementation of SPC Vision solution for Statistical Process Control (SPC) within the quality department. Deploying new methods for the control and monitoring of the manufacturing of machined parts for aircraft engines.