Franck Bachelin
- Program Manager / Product manager
- Los Angeles, CA
- Member Since May 11, 2023
Candidates About
Franck Bachelin
CUSTOMER-CENTRIC IT SENIOR MANAGER WITH A PASSION FOR USER-CENTRIC PRODUCTS
PROFESSIONAL PROFILE
· As KEY MEMBER of Senior Management Team, reporting to the COO, maximized consulting, development, delivery, and technical support of digital marketing solutions for 16 clients, on 5 offices at a multimillion-dollar international full-service web content management firm.
· Strong CONSULTING background; adaptable self-starter and positive problem solver with demonstrated experience in prioritizing work, meeting deadlines, and working under pressure.
· Excellent INTERPERSONAL skills used to build long-term and extensive customer relationships, and highly engaged professional services teams.
· Compassionate yet demanding LEADER/MENTOR who has guided consultants and teams on successful career paths.
· Proven ACHIEVER who is committed to aligning technology and business to generate cost-effective solutions and deliver multiple, mission-critical, cross-functional projects on time and within budget (from $20k to multi-million programs).
AREAS OF EXPERTISE
- Full Life Cycle Project & Program Management
- Product management
- Resource Planning and Allocation
- Customer Success Management
- Quality Assurance & test management
- Process and Procedure (Re)design
- Business development & Account Management
- Consulting Management, Standards & Best Practices
- Vendor Management & Strategic Alliances
- Team Building/Mentoring
- Training and Coaching
- Product/services assessment & selection
- Demand Management
- Requirements gathering and sizing
- RFI/RFP, Contract negotiation as client
AND as vendor
DIGITAL WORKSPACE (Enterprise content management, Enterprise Search, Knowledge Management, Application integration, Shared Services)
- CUSTOMER EXPERIENCE MANAGEMENT (Web Content Management, Customer Relationship Management, Digital Marketing, Campaign and Personalisation)
*
- HP Interwoven Suite (Teamsite, Mediabin, IDOL), Adobe suite (AEM, campaign, target), Sitecore, ADAM, MS Sharepoint, Documentum
- IBM, Oracle, Microsoft, Apache, Enterprise web architecture, Web Managed Services, CDN (AWS, Akamai), PaaS/SaaS
- MS Project, JIRA, Confluence, Wrike, TFS
PROFESSIONAL EXPERIENCE
2013/2015, TBSCG USA – Professional Services Manager
- Delivered 16 projects with a high profitability (Herbalife, American Medical Association, Legg Mason, Sony Playstation, Bobcat, American Airlines), with local or remote teams and clients, and ensured 70% of the revenues for the first year as account executive on site.
- Developed a delivery project methodology with a waterfall high level client management and an agile design and development execution.
- Participated in the US offices setup with recruitment, resources optimization, CRM and invoicing, vendor management, and business development.
- Designed and implemented a digital application for Customer-To-Customer content publishing - Delivered a first viable product just 4 weeks after the kick-off.
- Executed a backlog of 1.200+ tests (web & mobile) in 8 weeks with two off-shore testers.
- Integrated the product lifecycle and digital asset management processes to update 980 product labels on web and print for 28 countries to comply with a European Union regulation.
- Managed the upgrade of the Web Content Management system in a multi-billion investment and asset management firm.
- As product owner for the new MyHerbalife.com website, guaranteed a high increase of customer satisfaction rate with innovative solutions (media gallery, success stories, corporate taxonomy)
2011/2012, TBSCG Europe – Consulting Manager
- Transformed a staff augmentation practice in a high-value and consistent consulting offer with significant results (Number of billed consultants x3, 20% rate increase, higher employee retention, longer client engagements, from $100k/year to $2M+/year revenues in consulting services)
- Coached 15+ consultants, developed training program, career paths, methods and documents.
- Maximized Customer Experience in consulting projects for 7 clients (BNP-Paribas, Credit Agricole, London MET Police, HP, AVG Antivirus, Shell, Belgacom)
- Managed multiple RFPs with several vendors (HP, ADAM, SItecore)
- Transformed in 8 months an e-business service team, from a funneled project management (one big project and many change requests) to a program management structure (10 projects with a consistent strategy) at Electrabel
- Delivered the front-end and integration layer of a global B2C Customer Self Service strategy.
- Defined the content strategy in Interwoven Teamsite for swift.com and electrabel.com.
- Designed the new intranet site on Sitecore for Systra engineering group in France
1998/2010, Altran – Principal consultant
- Developed the consulting coaching program to support the rapid growth (from 15 to 850 consultants in 10 years), delivered the shared services projects (knowledge base, internet site, CRM), and defined the internal communication tools (magazine, newsletter, intranet)
- Created the Knowledge Management practice, assisted 8 clients with a team of 5 consultants with a 30% rate bonus compared to legacy rates – Product development, vendor and alliance management, project delivery management (Sharepoint at AXA & AGF, IBA, Alcatel) and consulting (strategy for Belgacom, proof-of-concept for PartenaMut, Belgian Police, Solvay)
- As product owner at Truvo Yellow Pages, designed a self-service lead generation platform allowing advertisers to create a landing page or a mini-website.
- Product manager for the first video portal of Skynet.be (Video streaming platform selection, UX/UI delivery, Information structure, content strategy, content negotiation, communication campaigns (Cannes, Tour de France), Creation of an web TV advertising model (ad server tagging, skinning, categorization)) – +9% of hits on the media portal and rationalization of the video user experience
- Technical product manager and program manager for Belgacom Group (14.000 persons), transformed the intranet from hundreds of intranet sites to one Enterprise Portal, developed many KM applications (Enterprise search, wiki, competence centers websites, document management with Sharepoint, networking, social bookmarking)
- Subject Matter Expert in Enterprise Content Management, animation of a Knowledge Community (+/-40 members), newsletter, workshops, training, tool selection, RFP/RFI
- Designed the digital marketing publishing platform for Belgacom.be, integrated with Customer Self Service and e-Commerce.
- Intranet product manager and program manager for UCB (pharma and chemicals company, ucb.com), created from scratch a network of intranet websites in Europe and the United States, developed many Knowledge Management applications such as document management for safety guidelines, IT best practices, intranet implementation wizard and integration with Learning Management System.
1997, France Telecom Mobile, Project Manager
- Created the first national intranet for the Itineris brand integrated with the new electronic mail system MS Mail and the first collaboration platform Lotus Domino.
- Design of the information structure and the visual identity, Implementation management & planning, Vendor management, Transformation & change management
1996, Canal+, Business analyst
- Created the first international corporate intranet based on the collaboration platform Lotus Notes.
- Design of the information structure and the visual identity, Functional design and requirements gathering, process design, training & change management
LANGUAGES:
French Native
English Fluent
Dutch Basic
EDUCATION
1994 Master’s Degree in Computer and communication, Post Graduate in Digital Imaging (University Rennes 1, France)
2002 Certified Editor and Administrator for Interwoven Teamsite
2003 ITIL introduction (Altran Academy)
2005 PMI/PMP certification preparation (Altran Academy)
2008 BABOK – demand management classes (Altran Academy)
2016 Scrum Master certification preparation