riadh taher

• Practice management and development around CRM and Work Management products • Sales & Delivery management • Pre-sales support and project oversight • Business development and customer relationship success • Performance monitoring (revenue, budget, P&L, staffing, etc.)

International Marketing Orchestration Deployment (Brevo (Sendinblue), Sendgrid and Twilio) Withing IT Benefits & Rewards Group in collaboration with Global Marketing and Data Hub Teams: o Requirements Gathering o Use cases definition o Technical feasibility analysis o Governance (Daily Meeting, Weekly Follow-up, Project Committee, Steering Committee) o Roadmap & Planning follow-up o RUN process implementation with an integration JIRA & Zendesk o Sendinblue, Sendgrid & Twilio : Administration & configuration o Support Level 1 Projects deployed : Romania, Colombia, Panama, Brazil, Israel, Mexico, Chile, France, Luxembourg, … Environment : Office 365, Sendiblue, Sendgrid, Twilio, Teams, JIRA, Confluence, Sharepoint, Monday.com

💼 Coface – Sales Group Direction 📍 March 2022 – November 2022 Proxy Product Owner – CentriX CRM Migration Project (Dynamics 365) Led CRM migration across 70 countries: Selligent, SugarCRM, Salesforce → Dynamics 365 (Sales, Service, Marketing). User stories validation, impact analysis, technical workshops (with IBM), global UAT coordination, MVP deployment planning (US, FR, GER, NL, PL). Level 1 support, configuration of Dynamics 365, and RUN process setup. Environment: Dynamics 365, Office 365, Power BI, Teams, JIRA, Confluence. --- 💼 Nexity – IT Architecture Department 📍 May 2021 – February 2022 Functional Architect – Dynamics 365 – AVEN\[IR] & LOOP Projects Deployment of CRM Dynamics 365 Sales & Service modules. Workshop management, UX support, business requirements validation, and functional specification writing. Technical feasibility studies (Power BI, SharePoint, Outlook, CTI, etc.), entity mapping, data modeling. RFP evaluation and provider selection (functional & technical analysis). Environment: Dynamics 365, Power BI, Teams, JIRA, Confluence, SharePoint. 💼 Louvre Hotels Group – IT, BI & CRM Department 📍 July 2019 – December 2020 Project Manager – IT, BI & CRM Managed multiple CRM/BI projects: Customer Care dashboards, eDistribution KPIs, DBOX (.NET), hotel repositories, Box Event platform. Led a team of 3 developers: backlog definition, sprint planning, functional specs, UATs, training & documentation. Participated in the digital transformation program (impact analysis on hotel data APIs). Environment: Power BI, Talend, Salesforce, SQL Server, OPERA, JIRA, GitLab. --- 💼 La Poste Group – Performance & Projects Department 📍 March – June 2019 Senior Consultant – Organization, Processes & IT Process audit of sales network commission model. Workshop facilitation, activity diagnosis, workload assessment. Drafted recommendations and wrote RFQ for a new commission tool implementation.

CACIB France Duration : 9 months Senior Consultant – IT Disaster Recovery Plan Tests Responsibilities : • Define the Objectives of the Test • Set Up a Project Team • Define the Scope of the Test • Prepare Test Scenarios • Schedule the Test • Execute the Test • Analyze the Results • Update the Disaster Recovery Plan • Communicate the Results GAT insurance Duration : 6 months Senior Consultant - IT & Process Responsibilities : • Diagnosis of the areas of activity (Production, Claims management, ...) • Development of an activity management system based on KPI's, Reporting and Performance Dashboards • Development of an action plan for performance optimization and cost reduction • Simplification and optimization of processes Implementation of new applications to improve performance and dematerialize processes Tunisia Telecom – Telecom Senior Business Consultant November 2012 to Janvier 2012 Project : Information Systems Master Plan • Audit of CRM activities (Organization, Process, IT) • Audit of billing processes and systems (BSCS iX R2) • Audit of Customer IS • Audit of Sales IS • Audit of ERP • Inventory and evaluation of IS • Siebel CRM UAT

Areas of intervention : Telecom, Industry, Public Skills : PMO, Optimization Telecom IS and CRM processes, Rollout Management, Business Processes

• CRM – Microsoft Dynamics : Customer Care and Marketing CRM (Campaign management) o Collection of Business requirements o Redaction of change requests o Coordination between business owners and IT teams o Reporting • BSCS iX R2 • HP Service Manager • PhoneControl

Responsible of Business Support for Customer Care and Sales activities on the following applications : CRM PeopleSoft, BSCS iX v7 and R3, KMS SharePoint, GENESYS, Business Objects, SAS Campaign Studio  BSCS migration (v7 to iX R3)  Migration of the Knowledge Management System to SharePoint  Implementation of IMX : automation of Collection Processes  Redesign of IVR Tree (GENESYS)  Customer Care project manager - Business Object implementation  Functional administration of CRM PeopleSoft