Haarlem, North Holland, Netherlands
After years of experience as a lawyer and corporate legal counsel, I found my true drive at the intersection of law, innovation, and operational excellence. Today, I have the privilege of leading the Customer Experience Legal Team at KLM, where I set the vision and direction for how we deliver legal support that is both future-proof and business-minded. In my role, I combine strategic legal leadership with hands-on management of legal operations. I actively steer the team in embracing technology, data, and smart processes to make our legal services faster, more insightful, and better aligned with the needs of our customers and the business. From AI tools to metrics-driven improvements, I believe the legal function should be a proactive enabler of change and progress. What drives me is building a strong, empowered team. I lead with a coaching mindset, fostering a culture of ownership, personal growth, and accountability. Innovation, change management, and making a tangible impact are my core principles.
Lead the legal strategy and operations related to global passenger rights at KLM, combining legal expertise with a business minded, technology driven, data informed and people focused approach. • Develop and execute legal strategy aligned with regulatory developments, reputational risk, customer impact, and business goals. • Represent KLM in external stakeholder dialogues and public affairs efforts related to passenger rights regulation at EU and global level. Actively contributing to policy discussions and regulatory developments. • Embed legal operations principles to improve efficiency, governance, and cross-functional service delivery. • Implement legal tech and AI-driven tools to automate workflows, increase transparency, and reduce external legal spend. • Use data and business intelligence to identify trends, mitigate risk proactively, and continuously improve value delivery. • Lead a legal team built on clarity, trust, and shared ownership — where people have the space to grow, contribute, and improve together.
Initiated, developed, and successfully pitched a comprehensive Legal Operations strategy aimed at optimizing resources and streamlining workflows within the KLM Corporate Legal Department. Led the design and execution of a proof of concept to validate the proposed approach, which demonstrated measurable improvements in efficiency and cost control. Key deliverables included: • Targeting a 12% reduction in external legal spend • Identifying and evaluating alternative legal service delivery models • Standardizing and optimizing legal processes • Implementing fit-for-purpose legal technology solutions • Exploring and incorporating AI applications to further drive automation and efficiency Due to the positive impact and strategic value of the initiative, the Legal Operations function has now been formalized as a dedicated, ongoing role within the organization.
Corporate Legal Counsel advising on Corporate Governance, M&A, Sustainability, and IP
Bridges Network is committed to bridging the gap between first generation / bicultural law students and commercial law firms in the Netherlands. Bridges Network provides students with a network and increases diversity and inclusion within the legal profession.
ARTHUR'S LEGAL mainly focuses on national and multinational companies in the market of Private Equity & Venture capital, High Tech & IT, Pharma & Bio Tech, Clean Tech & Energy, Internet & (new) Media, as well as other information market and financial market oriented entities.
Zapplied is a legal tech start-up building enterprise cloud applications that simplify and accelerate how organizations manage business processes and contracts. Globally available on the Salesforce platform, Zapplied delivers scalable, secure and data driven legal technology. Its core vertical, Zapplied Legal, focuses on fast and smart dealmaking by supporting negotiation and contract execution in one integrated solution. One platform. One workflow. All in one.
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