Challenge:

Teleperformance, a global leader in outsourced customer experience management and digital services, faced inconsistent sales & marketing processes, as well as siloed regional operations. The business development function operated through disconnected structures across 83 countries, leading to inefficiencies, fragmented pricing practices, and unreliable sales data. CRM tools like Salesforce and Marketo lacked standardization and were underutilized, missing key features for automation, visibility, and sales enablement. Performance reporting remained fragmented—limiting global coordination and growth potential.

What I led:

As Global Commercial Transformation Director, I led a company-wide initiative to align the commercial organization globally — from strategic design to operational execution. I partnered with regional sales and marketing leaders, as well as the CFO, to standardize core processes and policies, optimize pricing, and modernize workflows using Salesforce, AI, and automation tools. I also drove the development of global reporting frameworks and led enterprise-wide change management to support adoption and accountability.

What I delivered:

• Aligned commercial operations globally across 83 countries

• Standardized Salesforce and Marketo to support automation, visibility, and pipeline governance

• Spearheaded the creation of a global marketing playbook to drive consistency and execution

• Led global pricing redesign with Finance and Sales to unify pricing strategy

• Developed reporting frameworks in Salesforce to enhance performance tracking and insights

• Integrated AI and automation into CRM processes to reduce manual effort

• Drove global change management to ensure adoption and regional alignment

Business Results:

✅ 30% increase in lead conversion through CRM and process optimization

✅ 15% increase in won opportunities with improved qualification and sales alignment

✅ 5% gross margin improvement via global pricing redesign

✅ 40% improvement in commercial operations efficiency across global teams

✅ Faster, more accurate reporting through standardized Salesforce dashboards

✅ Stronger cross-regional collaboration driven by a unified commercial playbook