Malika Bezziou

• Project & Product Owner for a global SAP C4C Sales & Service Cloud implementation across 3 regions (NA, EMEA, AMEA), covering 4,000 Sales & CS users, plus Marketing Portfolio and Product Management teams.
• Built the business case and secured leadership alignment with strategic objectives.
• Directed the full CRM project lifecycle: team setup, blueprinting, requirement gathering, fit-gap analysis, solution architecture design, stakeholder engagement, and vendor management.
• Delivered integrated Sales & Service processes, including phone and chat integration for CS and global lead-to-quote automation.
• Led development, testing, validation, training, phased roll-out, and adoption strategies across all regions.
• Drove change management, executive reporting, KPI monitoring, and continuous improvement, including workflow automation and cross-functional enhancements.
• Acted as the primary liaison with senior leadership, managing budgets, resources, priorities, and ensuring strategic alignment.

Implemented innovative solutions to optimize sales and customer service processes, driving productivity and operational efficiency across Europe. Led end-to-end project management, including requirements gathering, stakeholder alignment, solution design, training, and successful rollout.

Key Achievements:

• Delivered a pan-European SAP on-premises CRM for Sales & Marketing in 18 months and 1800 users in 18 countries (2010), including LORD interface integration for quotation management, transforming operations from no existing system to a unified platform.
• Implemented Dynatos OCR-based for invoices as an order scanning solution, automating document handling and improving processing speed in all EU countries and offshore teams.
• Developed and deployed a .NET-based ticketing system for EU Customer Service, standardizing support and case management.
• Managed requirements, stakeholder expectations, project timelines, and end-user training for all initiatives.
• Achieved measurable gains in productivity and streamlined operations through technology-driven process improvements.

Led and developed a customer service team to deliver seamless operations and outstanding customer support.

Key Responsibilities:

• Managed and coached a multidisciplinary team, fostering collaboration and a customer-first mindset.
• Oversaw daily operations, resource planning, and service delivery to ensure smooth workflows.
• Resolved escalations and implemented process improvements to enhance the customer experience.
• Collaborated with Sales teams to address service needs and support business goals.

Drove revenue growth and customer satisfaction by leading the full after-sales organization, from admin teams to field engineers. Accountable for service P&L, service contract sales, and market-driven proposal design. Streamlined tools, resources, and scheduling to maximize efficiency and technical readiness. Collaborated with Sales and Engineering to develop tailored service offerings, boosting contract sales and customer loyalty.

Key Contributions:

• Increased service revenue through upselling and tailored service contracts.
• Built market-driven service proposals, improving customer retention and satisfaction.
• Optimized team performance by enhancing tools, planning, and resource allocation.
• Strengthened collaboration between Service, Sales, and Engineering to drive growth.

I started my career in 1988 in Procurement as a Purchasing Clerk, managing orders and supplier interactions. In 1996, I transitioned to Customer Service, becoming the single point of contact for a portfolio of customers, handling their inquiries and ensuring smooth order management and support.