Amsterdam Area
Versatile professional with 20+ years of solid expertise in Business Transformation, Digitalization, and Continuous Improvement across end-to-end supply chain processes and customer support, with a Master’s degree in Business and Supply Chain. Proven track record in leading strategic initiatives in process standardization, customer service digitalization, and operational excellence across Europe. Bring a strong combination of technical know-how, digital tools, and lean manufacturing methodology, supported by a datadriven mindset and the ability to translate analytics into strategic decisions. Empathetic leader committed to fostering collaboration and delivering impactful results.
- Drove strategic transformation programs across Customer Support and Supply Chain operations, embedding a continuous improvement mindset across the Forecast-to-Fulfilment value chain - Developed and executed the Business Operations strategy, leading end-to-end transformational initiatives to increase efficiency and align processes with diverse customer needs - Ensured regional process standardization and operational excellence across functions, enhancing performance and scalability - Established and led a Business Operations Excellence team, managing Business Analysts, Project Managers, and Continuous Improvement Specialist - Led customer support digitalization and AI initiatives, including order digitization, CRM implementation, deployment of telephony systems and currently developing AI applications; defined and implemented KPIs to measure service levels and drive improvement (e.g. digital and untouched orders). - Defined and deployed Service Packages to balance value-added services for key customers with standardized solutions for long-tail customers - Developed and implemented voice of customer concepts and direct customer access to order tracking. - Designed and drove the implementation of business operations dashboards (SAP Cloud Analytics) to enable data-driven decision-making and new ways of working. - Identified improvement opportunities and led DMAIC-based initiatives to reduce manual activities, and resolve process gaps in collaboration with process owners. - Communicated progress, risks, and results to executive management and stakeholders. Key achievements: - Led CRM (Dynamics) deployment and order digitization (Esker), increasing digital order intake ratio by 50% and reducing manual order changes handling by 30%. - Established project portfolio management governance for 40+ projects - Embedded CI culture using DMAIC methodology, eliminating outstanding payments issues of a total of 1,0 Mio€, reducing customer penalties by 25% and credit notes by 12%
Main responsibilities: - Customer orders fulfilment - Management of the team of Customer Service, forecasting and planning, logistics 3PL - Management of shortages, forecasts and logistics risks mitigation in the context of Covid supply disruption, shifts in the demand and lockdowns - Process mapping of order blocks, shortage, goods returns and product repacking to improve processes - Scorecard, performance review and remote team management
Responsible for the implementation of the Supply Chain, Customer Service and Quality processes of the Corporate strategy, in alignment with the regional business needs in the 8 sales affiliates of the Region West Europe. Main objectives: global demand planning implementation, logistics costs optimization, Customer Service process harmonization. Main missions and achievements: • Execute Global Supply Chain and Quality Strategies for the Region Western Europe: setup scorecard and aligned targets to continuously improve supply chain in terms of flexibility, costs and quality • Drive the deployment of OMP+ new forecasting tool, implement a new demand planning process, manage change with teams with the set up of a new role impacting +40pers • Analyze areas for Customer Service where process harmonization is required to prepare transition to global SAP, and where opportunities exist for efficiency with future automation • Support logistics tenders, network distribution projects and cost reductions initiatives • Supervise corporate Quality Audit and external Audit ISO 9001 and IATF, lead Quality Audits in the sales affiliates and supervise training for the quality representatives • Improve the process of launch and phase-out products in supply chain related topics with Sales and Marketing
Accountable for the management of the inventory of 2500 SKus and the supply performance of 420 M Eur yearly Sales Develop a team responsible for managing the replenishment of the main warehouses Segment the product portfolio and define service levels targets in alignment with the Business Work on a plan and the configuration of the supply chain to improve on-time delivery performance
Centralize the BCPs (Business Continuity Plans) reporting to follow accomplishments Present BCPs to our Customers in support to Sales to secure and grow market shares Coordinate the reporting of the supply disruptions from the plants and implement a dashboard Drive the integration of the Expediting team and processes into a Planning role
Accountable for the management and internal communications of supply shortage situations Lead a team responsible for the products allocation and orders prioritization Drive the change of a local to a global expediting role
Lead the manufacturing strategy to secure the 15% growth per year for 30 M Eur outsourced products Ensure on-time deliveries and release, accountable for the quality level of the products Develop supplier management relationships to secure capacity and negotiate contracts Lead a project to source and qualify new raw materials to secure a significant part of the business Drive corporate programs of supply chain improvements and make or buy approach with the Operations
Define the local sourcing strategy for the 10 million Euros purchase of plastic parts Launch request for quotations and negotiate cost reductions of 5 to 12% per sub-commodity Manage the transfer of injection molds to reduce number of suppliers Source low cost suppliers via existing partnerships in Tunisia and China Implement corporate programs of consignment inventories
Negotiate investments and administrate contracts Ensure the procurement process for indirect expense is applied Replenish the central warehouse in US and in Asia for the re-sale products
Buy articles for advertisement program to answer Marketing and Sales needs Define specifications, negotiate prices, validate sample and ensure order follow up Release invoice payment hold and credit note negotiations
Analyze cost breakdown of products Standardize a familiy of products Manage request for quotations Establish multiple shipment orders with Suppliers