Hatim Hniene

– Supported the digitalization of customer service operations across VOO, Orange, hey!, and Zuny. – Defined omnichannel strategies to improve customer journeys, and delivered roadmaps, focused on self-care, call deflection, and operational efficiency by: – Owning e-care channels, including the Sprinklr CXM platform, B2C websites, community, and chatbots (working closely with mobile app team) – Working in agile (Product backlog, Sprint, Ceremonies, Jira, Confluence) – Designing and implementing chatbot and AI agent-assist initiatives to enhance agent efficiency and customer satisfaction – Leading the migration of Orange and hey! from Khoros to Sprinklr (CXM) – Collaborating with the executive committee, procurement, IT, Marketing, customer service and external stakeholders to align priorities and drive delivery Impact: – Introduced first AI features for agent, and chatbots for customers – Achieved up to 60% reduction in contact volumes, delivering major cost savings – Led large-scale migration to Sprinklr (Ccaas) within 3 months, ensuring seamless multi-brand continuity – Roadmaps validated by PwC and Headmind Partners (cost saving) – Top 5 globally in Sprinklr's Digital service Visionary Awards (2024)

– Was recruited by Sodexo Pass Belgium as a consultant to manage a migration project and accelerate adoption through digitalization and process automation. I managed the project end-to-end by: – Leading the migration of a large B2B client portfolio from paper to electronic vouchers – Designing personalized migration strategies based on client segmentation (SMEs, mid-size, and major accounts) – Implementing marketing automation (HubSpot, Salesforce) to maximize conversion and reduce sales effort – Reporting weekly to CEO and the executive committee on migration progress, KPIs, and cost optimization – Supporting e-commerce product initiatives and collaborating with product owners to automate and streamline processes – Working in agile (Product backlog, Sprint, Ceremonies, Jira, Confluence) Impact: – Migrated ~80% of client portfolio within one year – Significantly reduced costs of acquisition and conversion through tailored automation strategies – Built strong alignment between sales and digital teams, introducing data-driven reporting and analytics

– Was responsible for enhancing self-care adoption and customer satisfaction. I owned the backlog and delivery for five digital platforms (B2C websites/ mobile app/ in shop app) and ensured alignment across digital, communication, and IT stakeholders. Impact: – New mobile app designed and developed within 3 months (RFP) – Redesign of the authentication process with Forgerock (Security) – Successful collaboration with direct stakeholders (MLOZ, Flemish region) – Worked in Agile with IT and business teams (Proxy PO, product backlog, Sprint, Ceremonies, Jira, Confluence)

– Joined Sodexo Group as a local Product Owner in Belgium within an international transformation program. I have collaborated with local product owners and country leads to develop new digital platforms and create a unified customer journey across markets. – Managed the website developments of e-commerce, acquisition portal, merchant extranet, and aligned local requirements with the global platform strategy. Impacts: – Delivered new Sodexo web platforms tailored to the Belgian market – Ensured effective stakeholder management, balancing global objectives with local needs – Working in agile (Product backlog, Sprint, Ceremonies, Jira, Confluence)

– Cycleurope, a leading European bicycle manufacturer (with brands including Peugeot), engaged me to strengthen its digital sales and marketing channels by: – Managing B2B and B2C e-commerce platforms – Launching e-commerce for Belgium and Spain market – Leading global e-commerce development as local product owner – Managing digital marketing campaigns (Meta, SEO, private sales) Impact: – Increased "click to collect/ B2C" sales volumes (+80k€ in 12 months) – Expanded international web presence of Cycleurope brands – Successfully launched the first private sales on "Veepee"