Pauline OTGE

Digital Transformation ▪ Framing organizational and digital transformation projects ▪ Analysis of the current state, collection of pain points, and areas for improvement ▪ Benchmarking against best practices, competitive benchmarking, and market research ▪ Gap analysis, planning, and change estimation ▪ Definition of a vision, roadmap, and action plans Customer Relations and Marketing ▪ Definition of personas, journey mapping via Customer Journey Map ▪ Optimization of sales, marketing, and customer service journeys ▪ Pre-sales, prospecting, response to RFPs, commercial offers, and expansion strategies ▪ Studies, analysis, and utilization of customer voice – CSAT, NPS, market studies ▪ Construction of business dashboards, analysis, and action recommendations Product Management ▪ Facilitation of workshops, collection, analysis, formulation, and documentation of needs ▪ Writing, refining, and prioritizing user stories using story mapping ▪ Development management, functional testing, and demos ▪ Mobilization and coordination of stakeholders Change Management ▪ Conducting impact studies ▪ Communication throughout the project ▪ Organization, management, and execution of training programs ▪ Support for adoption

▪ Aligning with Local Product Owners on common and priority requirements. ▪ Orchestrated the definition of target agent processes in the new global Salesforce Case Management system, resulting in a 40% reduction in average case resolution time and a 25% increase in customer satisfaction scores. ▪ Coordination between the IT teams (business analysts, architects, developers) and business stakeholders in an agile mode. ▪ Prioritizing the backlog features according to business requirements and the delivery capacity. ▪ Dependency management with other Global Assets. ▪ Identifying data dependencies/defining the data flows between assets with GPOs. ▪ Ensuring the consistency of the agent process throughout the whole asset journey. ▪ Deliverables production; documenting business decisions/arbitrations: drafting minutes, building presentations, etc.

▪ Lead requirements gathering, design solution, and writing statements of work (functional specifications) ▪ Design and delivery of solutions in Email Studio ▪ Design and implement, for automated email/mobile journeys using Email Studio, Mobile Studio, Automation Studio, and Journey Builder, and advise clients on how to optimize further ▪ General support on Journeys and assisting customers in troubleshooting (implementation, failed messages, etc).

Product Owner on Salesforce for @Airbus Customer services In charge of the SCRUM sprints conception : ▪ Writing of user stories and acceptance criteria ▪ Prioritization and refinement of the backlog ▪ KPI & operational follow-up ▪ Animation of agile ceremonies (Daily, sprint planning, retrospectives) in English ▪ Continuous improvement and definition of business processes, by writing user stories: Bug fixing and evolutions. ▪ Analysis of customer requirements & project scoping for Airbus Customer services: Maintenance & Engineering Services, Training, Services provider intelligence, Customer Satisfaction Improvement Program / Customer Support, Upgrade services, Business Improvement support ▪ Collaborate with other Salesforce stakeholder teams to ensure adoption / Awareness session: executive briefs, visit reports, leads, opportunities, case management, reporting, event management... POC Marketing Cloud Project (Event management) : ▪ Participate in the Data governance ▪ Definition of uses cases (customer journey)

Salesforce Administrator - Auditing Salesforce functional administration : Build all objects in Salesforce including leads, contacts, accounts, opportunities, ad op assignments, invoices, reports, cases and dashboards - Understanding of Salesforce Sales / Service Cloud - Experiencing migration from Salesforce Classic to Salesforce Lightning Marketing Cloud Consultant Working for RCI Bank & Services, formerly known as Renault Crédit International. Owned by Renault, RCI is specialised in automotive financing, insurance and related activities for the Renault group brands (Renault, Renault Samsung Motors, Dacia, Lada and Alpine) globally and for the Nissan group brands (Nissan, Infiniti, Datsun) worldwide. - Designing and optimizing one-to-one marketing campaign with Journey Builder, - Automation Studio's Activities using SQL Query Activity, - Content Builder : Creation of templates using HTML/CSS, Dynamic Content, AMPscript and personalization strings, - Creation of surveys and landing pages, - Contact Builder : Data relationships, audit complex data models for each business unit - Implementing Marketing Cloud Connect : Data synchronization between Service Cloud and Marketing Cloud - Disseminating best practices on solution positioning and delivery. - Implementing POCs and supervising development (migration plan of all databases and automation activities : Server migration (US => EMEA)) Architecture and Project management - Participation in Pre-sales, scoping and project estimates - Backlog management, iteration planning, and elaboration of the user stories - Research and analyze market, the users, and the roadmap for the product - Design and implement business changes that drive industry-specific, function and digital operating model transformation, focusing on task relating to people and process