Christopher Grove

British and bilingual, I have 15 years of professional experience in France specialised in information systems and a Master's degree from a French business school.
Currently working in Customer Relationship Management, I relish a challenge and enjoy working on international projects.

D'origine britannique et diplômé d'une école de commerce française, j'ai quinze ans d'expérience professionnelle en France en tant que spécialiste des systèmes d'informations.
Travaillant actuellement sur des projets autour de la gestion de la relation cliente (CRM), j'apprécie des défis et suis à l'aise travaillant sur des projets internationaux.

Résumé de mon expérience professionnelle:

Je possède une vision unique du poste client, globale et pragmatique grâce à ma connaissance des business processes suivants:

Quote To Cash (le flux commercial jusqu'à la facturation)
Fulfillment (la préparation et expédition des commandes)
RMA (le flux des retours clients)
Credit Management (le recouvrement)

Manager fonctionnel et chef de projet ayant de l’expérience acquis sur des projets internationaux (en Europe et au Maroc) avec ces progiciels:

Microsoft Dynamics CRM (3.0, 4.0, 2011, 2013),
Oracle CRM On Demand,
Fusion CRM,
Microsoft Dynamics AX
PeopleSoft (modules Order Management, Inventory, Billing, Accounts Receivable),
ainsi qu’un système de gestion de transport (Wilogs), des outils de quotation et de gestion de produits et des scans Teklogix.

Habitué à travailler dans des équipes multiculturelles et sur des projets internationaux , je livre des solutions aux problématiques métiers de mes clients.

Je vous invite à me contacter à cette adresse e-mail: grove.christopher@gmail.com

Spécialisations :
Gestion de projets,
CRM,
PMO,
Management des équipes projet,
ERP,
Management des déploiements (y compris le déploiement des core models),
Audit des processus,
Implémentation de nouveaux processus,
Transfert de connaissances
Conduite du changement,

Resume created on DoYouBuzz

Education

Master's degree from a French business school.
Management, marketing, strategy, finance.

Experiences

Participate in projects and pre-sales for Dynamics CRM 2015 On Line and On Premise in France and Switzerland.
Manage a team of 5 technico functional consultants within Avanade's CRM team.

Participate in pre-sales and implementation projects for Dynamics CRM 2011 and 2013 On Line and On Premise and Oracle Fusion CRM for clients with activites in the following fields:
- Business Application Software
- Retail of electrical products,
- Production and commercialisation of phosphates and derived products,
- Banking,
- Quality of life and restaurant services and solutions,
- The public sector,
- Services for Airlines.
  Manage international projects.
  Manage project teams.
  Coordinate project resources (internal and third party consultants) based in different countries.
  Recruit consultants.
  Technico-functional expert for the team.
  Participate in pre-sales in France and Morocco.
  Coach technical and functional consultants.
  Research/R&D of evolutions and updates of Microsoft Dynamics CRM.
Latest project delivered: Dynamics CRM 2013 On Line migration with integration into a full Office 365 environment. Users concerned based in 9 countries.

Participate in pre-sales and implementation projects for Dynamics CRM 2011 On Line and On Premise and Oracle CRM On Demand for clients with activites in the following fields:
- Retail of electrical products,
- Production and commercialisation of phosphates and derived products,
- Banking,
- Quality of life and restaurant services and solutions,
- The public sector,
- Services for Airlines.
  Responsible for the creation of a public sector offer.
  Recruit consultants.
  Technico-functional expert for the team.
  Participate in pre-sales and projects in France and Morocco.
  Coach technical and functional consultants.
  Research/R&D of evolutions and updates of Microsoft Dynamics CRM.
Major projects:
Deployment manager for an Oracle CRM On Demand project for the worldwide leader in quality of life services. Countries concerned by my project: Belgium (pilot country), Netherlands, Luxemburg.

Functional expert/project manager for the implementation of Microsoft Dynamics CRM at the headquarters of OCP in Casablanca (Morocco).

Implementation of a lead management solution based on Microsoft Dynamics CRM2011 (one of the first OSDP platform projects in Europe).

Participate in and manage Microsoft Dynamics CRM 4.0 and Microsoft Dynamics AX2009 implementation projects as a project manager or functional consultant for customers in industries such as:
- Magazine publishing,
- Training,
- Management consulting,
- The renting of rooms for PR events and training sessions,
- Plasturgy,
- Advertising,
- Externalised sales forces.
  Analyse the business needs of our customers and adapt the CRM to their professional context in order to resolve their customer relationship management problems.
  Undertake gap analysis.
  Write functional specifications.
  Conceive communications plans to facilitate change management.
  Train end users.
Current project: Le Groupe Holder
Role: IT Project manager.
Client’s activity: Retail of luxury cakes, food and other goods.
Main project: Implementation of the Dynamics AX 2009 CRM module for the sales team of Ladurée.
Collected the functional needs of the sales management team.
Defined the target sales business processes.
Proposed solutions based on both the standard functions of the CRM module and custom developments.
Animated the project scope decision meetings and setup workshops.
Managed the planning and the resources.

Functional expert for the ERP PeopleSoft V8 (modules : Order Management, Inventory, Billing, Accounts Receviable) et Microsoft Dynamics CRM V3.
Define new business processes with the Credit Manager to improve the credit management and payment recovery.
Successfully implemented a Europe wide payment recovery outsourcing solution.
Undertake a preparatory study for an upgrade to Microsoft Dynamics CRM V4 and the installation in a test environment.
Deploy a solution for converting quotations from a proprietary quotation tool into orders in PeopleSoft: 13284 orders created and invoiced with this method so far.
Participate in a project reintegrating the sale and shipment of spare parts and implement :
- a new Business Unit to facilitate Italian sales taking into account Italian fiscal restrictions.
- the integration into PeopleSoft of transporters’ proprietary processes for generating and printing tracking numbers, shipping labels and manifests and sending manifests via FTP.
  Support, analysis of functional requirements, definition of specifications and setup of PeopleSoft, Microsoft Dynamics CRM, a proprietary quotation management tool, a product management application and product configurator.

Functional expert for the ERP PeopleSoft V8 for the Marketing, NEC’s European Sales Offices, Order Management, Traffic, Inventory Control, Credit Control and Accounting departments.
Participate in the conception of a new fulfillment business process and manage the corresponding setup and tests as part of a project to legally divide NEC Computers International into 2 companies: on average 34576 picking plans shipped per year using this process.
Implement new:
- inventory Business Units and cross functional processes for the relocation of a loan centre and the resale of refurbished hardware
- sales Business Units and management of Belgian environmental taxes
- functions to improve inter Business Unit stock transfers and facilitate order preparation and shipment.
  Manage the order entry, order management, shipping and invoicing processes in the information systems.
  Ensure that the month end financial closing procedures are applied correctly in the information systems.
  Organize the support for the transport management and product management systems.
  Create queries to facilitate direct marketing, sales reporting and customer relationship management for the European sales offices.
  Define and optimize procedures and work instructions to improve order creation and management
  Present and explain new functions to users.

Improved data quality and empowered end users during 2 phases of the PeopleSoft 8 ERP implementation and the stabilisation project.
Delivered training and transferred functional knowledge on PeopleSoft and other systems. 950 users trained in France and Great Britain and for NEC and subcontractor teams.
Organise and analyse an audit of the training needs of 530 users.
Provide functional support in NEC’s French distribution centre following implementation.
Write user guides and create functional training material on the following PeopleSoft modules: Billing, Inventory, RMA, Purchasing and Procurement.

Skills

ERP - I have 9 years experience with the ERPs Dynamics AX 2009 and PeopleSoft over the full Quote To Cash business process, taking into account the following functional fields: Order Management, Logistics and Traffic Management, Billing and Credit Management and Payment Recovery. My business analyst roles have allowed me to learn the contexts of each of these jobs and implement IT solutions that have facilitated, automated or rationalised them, therefore providing pragmatic solutions for the user teams.
PROCESS MAPPING - The first step in the implementation of a pragmatic solution that solves a problem in it's context. I firmly believe that a problem can only be solved once the context is understood, and have therefore used process mapping repeatedly in functional analysis.
IMPLEMENTATION OF NEW BUSINESS PROCESSES - Whether implementing an evolution in an IT system or as a solution to improve the usage of current tools, I've implemented cross-functional business processes in diverse functional contexts.
ERP - I have 9 years experience with the ERPs Dynamics AX 2009 and PeopleSoft over the full Quote To Cash business process, taking into account the following functional fields: Order Management, Logistics and Traffic Management, Billing and Credit Management and Payment Recovery. My business analyst roles have allowed me to learn the contexts of each of these jobs and implement IT solutions that have facilitated, automated or rationalised them, therefore providing pragmatic solutions for the user teams.
EMPOWERMENT OF OTHERS THROUGH KNOWLEDGE TRANSFER - I have 2 years experience as a functional trainer on the PeopleSoft ERP, creating business process based training material and animating training sessions on diverse modules and subjects (Billing, Inventory, PO, RMA).
INTERNATIONAL PROFILE: BILINGUAL FRENCH & ENGLISH - I have more than 10 years experience working in a French speaking environment and have earned a Master's degree from a French business school.
INTERNATIONAL PROFILE: I've managed or participated in projects in China, Morocco, Belgium, The Netherlands, Luxemburg & Switzerland.
PROJECT MANAGEMENT: I'm certified as a Professional Scrum Master by Scrum.org: PSM I (Professional Scrum Master I).

Interests

Passionate about art.
Reading: French, English and American literature.
Currently teaching myself how Sugar CRM works
Photography

Votre navigateur est obsolète !

International Digital Customer Relationship Expert (CRM) & Project Manager

Diplôme de l'ESSCA

Ecole Supérieure des Sciences Commerciales d'Angers

BA Joint Hons, French & History (2:1), French and History

University of Wales, Bangor

CGROVE_CV-ENGLISH-2011

CGROVE_CV-FRANCAIS-2011

Manager

Senior Consultant

Senior Consultant

Consultant

Sales & Marketing Analyst

Module Manager

Functional Trainer & Technical Writer

CRM - I have 9 years experience in CRM, with 4 different CRM systems as well as leveraging precise customer data in an ERP to facilitate customer relationship management and cross-selling at different stages of the customer life cycle.

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