Malou Miryame

Email:-| Phone: - | Abu Dhabi, UAE | French Nationality LANGUAGES • • • English: Fluent French: Native Spanish: Intermediate CERTIFICATIONS • • • • 2025 – Salesforce Marketing Cloud administrator - in progress 2023 - Lean Six Sigma: Yellow belt 2019 – Salesforce Service Cloud Consultant 2016 – Salesforce Administrator SOFTWARE ▪ ▪ ▪ ▪ ▪ ▪ Salesforce.com: Lightning Experience, Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud, Experience Cloud, Knowledge, Tableau, Chatter Adobe Campaign Slack, Jira, Miro, Confluence, Trello, Miro, Service Now Microsoft Office, Google Suite Microsoft Teams Skype meeting, GMeet PROJECT METHODOLOGY ▪ ▪ Agile SCRUM, V Cycle, Waterfall PMI: PMP® (in progress) CORE SKILLS ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Project Planning & Management Global Project Coordination & Delivery CRM Integration (Salesforce, Service Cloud, Marketing Cloud) Digital Transformation & Change Management Cross-functional Team Leadership Client & Stakeholder Engagement (CLevel) Agile (SCRUM), V Cycle, Waterfall Methodologies Cost Management & Project Sign-Off B2B/B2C Customer Satisfaction Initiatives EDUCATION • 2011 - MBA International Business and Project Management - ISC - School of Management, Paris • • 2009 - Master 1 business Unit manager ISEE - Business School, Paris 2005 – BTS International trade (Twoyears university degree) – ENC Business School, Paris Myriam MALOU Senior Project Manager | CRM & Digital Transformation Expert A results-driven Project Manager with over 10 years of Result-oriented CRM Manager years’ experience), experience in leading global,(10complex CRM andI am digital driving customer satisfaction in both B2B and B2C largetransformation projects. Proven expertise in managing environments,who guides and supervisesand CRM integration scale Salesforce CRM implementations driving digital from initiation to closure/sign off, I handle multiple projects innovation. Skilled in Agile, Waterfall, and Lean Six Sigma methodologies, with a È∞±ldelivered onhigh-quality solutions. Adept at focus on delivering cost-effective, timely, and and partners. building strong relationships with clients, stakeholders, and cross-functional teams, ensuring alignment with strategic goals. Fluent in English and French, with a track record of working with executives and C-level leaders to drive engagement and collaboration. EXPERIENCE June - Dec. 2023 Global Project Manager/ Tech Lead Freelancer - L’Occitane Group - Switzerland ▪ Led the successful delivery of Salesforce Service Cloud and marketing-related implementations, ensuring technical alignment and client satisfaction. ▪ Managed global Salesforce projects from technical planning through execution, coordinating with cross-functional teams. ▪ Conducted integration reviews, architecture meetings, and implemented a robust architectural approach for customer loyalty programs to enhance client retention and engagement. ▪ Delivered solutions with a strong focus on customer loyalty, leveraging Salesforce CRM and marketing ecosystems for strategic program execution Environments ▪ CRM Salesforce Lightning Experience (Service Cloud, Experience Cloud, Omnichannel, Commerce Cloud) ▪ Adobe Campaigns, Cegid, MDM, Snowflake ▪ March - April 2023 IT Project Manager Freelancer - Vidéor Software- France ▪ Directed a team of developers and administrators to implement a Salesforce CRM system from scratch. ▪ Worked with executive stakeholders to define project requirements and manage the full project lifecycle. ▪ Delivered the project on time and within budget, exceeding client expectations. Environments ▪ CRM Salesforce Lightning Experience (Sales Cloud, Service Cloud, Experience Cloud, Omnichannel, AirCall) ▪ June 2022 – March 2023 Global Project Manager Guimini - ALD - (part of Société Générale Group) - France ▪ Led the global rollout of Salesforce core models across subsidiaries, managing an international team of developers and business analysts. ▪ Oversaw end-to-end project management for international teams using Agile and Waterfall methodologies. ▪ Ensured cost-effective delivery and adherence to timelines in a fast-paced, highdemand environment. Environments ▪ CRM Salesforce classic (Sales Cloud, Service Cloud, Tableau), Middleware, back office March 2021 - June 2022 Stream Leader MANAGEMENT EXPERIENCES Jan. 2020 - April 2023 Guimini - Allianz Tégo - France ▪ Consulting&Alliance Manager ▪ Guimini– in parallel of Consulting activity ▪ Guimini Marketing Manager (including external communication) ▪ Salesforce Partnership Manager (as Salesforce integrator) After split of big Insurances brands for militaries, oversight of digital transformation projects to on schedule within the budget Managed digital transformation projects, leading teams through Salesforce CRM integration and improvement initiatives. (GED, Back Office, Partner flow loading) Environments ▪ CRM Salesforce Lightning Experience (Sales Cloud, Service Cloud, Shield) Jul. 2017 - Jul 2020 Application Manager CGI - Allianz Tégo Asac - France ▪ ▪ Manager (supervision of employees, career management, coaching and mentoring) ▪ ▪ Jul. 2017 - April 2019 Environment ▪ CGI– in parallel of Consulting activity Project Manager for Salesforce tenders (big tenders won, like Total Energies, 9 million of euros) ▪ Responsible of Salesforce recruitment (functional and technical profiles) ▪ Manager (career and team management, mentoring and coaching) CRM Salesforce Lightning Experience (Service Cloud), GED Iris Sep. 2016 - May 2017 Global Project Manager Manager ▪ As part of a digital transformation, led a team of developers, BAs and administrator in the implementation of Salesforce CRM Collaborated with C-level stakeholders to define project scope and ensure strategic alignment. Drove process efficiencies, reduced costs, and improved project outcomes through effective change management practices. CGI - Louis Vuitton, Paris ▪ ▪ Coordinated Salesforce mobile and desktop application projects, integrating IT and business teams to support one-on-one communication with clients. Implemented Salesforce systems to enhance the customer journey and improve internal efficiency. Environment ▪ CRM Salesforce Classic and Lightning Experience (Sales and Service Cloud) June – Sep. 2016 Project Manager ATOS - Thomas Cook, Paris ▪ ▪ Responsible for CRM creation, definition of user stories, scope, budget, planning and animation of workshops Led developers’ team to create a synchronized CRM system with the legacy to provide a 360° customer view Environment ▪ CRM Salesforce Lightning Experience (Sales cloud) April – July 2016 Consultant Business Analyst ATOS - RENAULT ▪ Gathered requirements to guarantee the good technical declination of the "individual" to a "professional" application (desktop and mobile) allowing the management of a car fleet Environment ▪ ▪ CRM Salesforce classic (Sales Cloud) MARKETING EXPERIENCES Sep. 2014 to Dec. 2015 – Marketing Consultant, Freelance, Paris July 2012 to Sep. 2014 - Marketing Manager, TAAJ, Paris July 2011 to March 2012 - Research Manager, Ipsos, Paris May 2009 to Sep. 2009 - Marketing Project Manager, Aéroports de Paris