Thomas Ferre

Experience

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  Hôtel Kyriad Dijon Quétigny

  May 2008 - Sept 2009

  Management assistant

  -Réception-Gestion du personnel-Cuisine-Veille de nuit-Vérification des chambres-Commandes fournisseurs-Organisation de séminaires

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  Quénéa

  May 2010 - Sept 2010

  Assistant engineer in renewable energy

  -Definition of specifications and Pictures in 3D of projects.

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  DECATHLON

  Jun 2011 - Aug 2011

  Sales Advisor
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  Groupe cardinal BTP

  Sept 2012 - Jul 2013

  Construction manager assistant

  -Team manager-Plan studying-Construction manager on small structures.

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  Decathlon Digital

  Aug 2013 - Sept 2024

  Creation of a CSM unit within the MarTech teams to accelerate the take-up and value creation of our in-country teams.Complex environment with :15 solutions ( CDP: Easyence , CRM: SaleForce, algorithms segmentation, attribution, push notification: Batch, CLV...)54 Countries3 CSMMy achievements :-> Creation of an onboarding process and a long term personalized training-> Weekly progress reports and sharing of lessons learned for high touch clients and monthly progress reports for medium and low touch ones-> Definition and formalization of use cases-> +60% usage-> Operational and strategic support to align local and corporate goals (NPS: 94)-> Feedback loop with product teams-> Implementation of Success Plan and QBR->Creation and organization of the first CRM Europe event in Amsterdam-> Coordination of monthly European and Asian CRM committees Show less Environnement : Travel & Expense management (SAP Concur)Team : 1 Tech + 1 SupportClients : +100000Support redesign -> -65% support-> Process automation (Auto form + Chatbot)->Creation and training of a community of trained and autonomous supers users-> Communication plan France + internationalNegotiation of supplier contract -> -50K€/yearDeployment of AI-based expense claim processingDecision-making committee set up with Group Accounting -> NPS 100 Show less Technical team leader (1 support, 2 infra, 1 engineer) - Customer relationship management and optimization of financial processes- Monthly consolidation from 5 days to 2 days -> More availability- Distribution of daily consolidations by geographical zone (EMEA, APAC...) -> 100% availability- Application + team budget management (€1.4M)- Set up development committee with key users (CFO, Treasury and Accounting)- Drafting and production of a DRP- Set up a community of supers users and an international training program Show less

  • Customer Success Manager

    Dec 2021 - Sept 2024

  • Product Manager

    Jun 2019 - Feb 2022

  • Product Owner ERP Oracle

    Jan 2018 - Jun 2019

  • Hyperion Planning, Application manager

    Jan 2016 - Jan 2018

  • Ingénieur SI

    Aug 2013 - Jan 2016
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  Mana kêr : La boussole de votre succès

  Sept 2024 - now

  Spécialiste customer success Freelance

  By becoming independent, I want to put my values and 13 years of experience to work for new customers. Specialized in SAAS solutions, my strength lies above all in IT, PMM and user relations. I'm very attached to human relations with my colleagues and my customers. Knowing how to put myself in their shoes and understand them nourishes me and enables me to smooth communication between these two worlds. After the demands of finance and the creativity and business sense of CRM, I can't wait to put my curiosity and energy to work on new projects! Show less

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  Spendesk

  Mar 2025 - now

  Customer success manager

  Objectif : Libérer du temps aux CSM et réduire le churn à 0,7%- Refonte de la base de connaissance ( Documentation, vidéo, self onboarding, workflow...)- Optimisation du parcours client- Reprise de la relation client