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Gerald FORTINI

  • Tarkett
  • Group IT Business Partner Sales, Customer Service & Marketing (BtoB)

La Défense

En résumé

In my current role of Group IT Business Partner, I support Sales, Customer Service and Marketing teams to achieve their business goals and sales objectives by enhancing operating processes and IT applications used by people dealing with customers.
At the interface between business front-office and back-office end users and IT developers I lead significant and transversal transformation projects and IT evolutions (Agile and Waterfall framework) focused on the Dynamics 365 CRM, GENESYS Contact Center and HUBSPOT Marketing automation applications.
All application evolutions are designed and developed with the aim to digitalize, move to cloud and integrate with our core ERP system SAP (OTC processes).
- 3 years strategic development roadmap definition in close collaboration with business executives.
- International team leading with people located in multiple countries (direct and dotted line reports, external consultant, off-shore development teams).
- Strong Customer Service (call center) and Customer Experience background (KPIs monitoring, design thinking approach, NPS, customer journey improvement) on BtoB and BtoC area of business across a range of service and industrial companies.
- Advanced problem-solving abilities (root cause analysis, lean management, DMAIC).
- "Make it simple and easy" driven when leading change management, training and adoption of in-house and outsourced operational teams.
- Negotiation abilities with staff representatives before to Go Live with new applications and operating processes.
- Demonstrated excellent communication and leadership skills.
- Budget management (OPEX-CAPEX) and cost optimization dealing with external suppliers (fixed price or time and material modes).

Entreprises

  • Tarkett - Group IT Business Partner Sales, Customer Service & Marketing (BtoB)

    Informatique | La Défense 2023 - maintenant • Stabilization of the MS Dynamics 365 CRM application following the cloud Go Live migration performed in September 2022 (+1000 incidents and service request tickets resolved).
    • Designing and revamping of main Sales and Customer Service processes and features (Lead, Opportunity, Quote and Case management) fostering a strong end user adoption.
    • Genesys PureCloud (contact center application) and CRM Dynamics integration (CTI process) strengthening the customer service representative's efficiency and productivity.
    • Hubspot (Marketing automation application) and CRM Dynamics integration to enhance the marketing and Sales emailing campaigns performance.
    • Revamping of the Web-CRM Lead process management enabling to better monetize Leads generation and create Sales opportunities (+7% in US and +5% in EMEA).
  • Tarkett - Group Customer Service Excellence Manager (BtoB)

    Commercial | Puteaux (92800) 2018 - 2022 • Responsible for the Customer Service strategic roadmap focused on 3 « Tarkett Customer Promise » commitments (95% completed rate phone calls picked up in less than 20s / emails answered within 24H / customers purchase orders taken within 2H).
    • Set up metrics and KPIs for the Customer Service scope including main KPIs related to Supply Chain (FillRate, OTIF).
    • Design, development and roll out in Agile mode of the MS Dynamics CRM application to handle business emails (Email Case management).
    • Adjustment of the Customer Service Representative role due to the digitalization of customer orders.
    • Design and deployment of a Root Cause Analysis and continuous improvement methodology (RCA, Lean, DMAIC) enabling to enhance in all sales networks the customer service performance and service delivered to customers.
    • 80% customer orders confirmed within 2H.
    • NPS +16 points in 16 countries and 3 B2B customer categories.

Formations

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