Belgium
Global experience in customer service management, supply chain, and program management. Leveraging Lean and design thinking certification and expertise in team leadership and digital strategy to optimize operational processes and drive customer success. Committed to fostering collaboration and enhancing customer excellence while aligning with organizational goals to create impactful, sustainable solutions.
• Manager Customer Office & Supply Chain Teams (30 FTE) • Global BPO Order-to-Cash & Enterprise Lead TMS implementation • CX Enterprise Lead: Voice of Customer programs, customer lifecycle management, complaint handling OTIF, NPS, first-time-right
• ISO23592 Service Excellence translation into actionable strategies within the healthcare industry • Customer journey blueprint development, stakeholder allocation and capability assessments • Cross-functional collaboration to ensure alignment with service excellence standards & SLA's
• Member launching the Belgian marketplace, enhancing customer engagement and service • Acted as the voice of the Belgian customer on the "Empty Chair" in the Customer Service CX team • Optimized the customer journey through effective Voice of the Customer programs on the Delivery and Post Delivery Experience
• Manager Global PM team to enable logistics service design B2B, B2C, C2C and OOH • Enabler 100 million physical and digital customer touchpoints per year with a strong focus on the last mile customer experience • Global thought leader for B2C logistics OOH in the SEA and GCC regions
• Spearheaded the scaling of the Europe OOH network, enhancing customer implementation and onboarding processes. • Organized European workgroup events to foster a sustainable cross-border customer experience. • Served as a steering committee member and led network development initiatives in Italy.
• Managed operations centre and field network teams to establish the Benelux Pickup network from the ground up • Implemented effective go-to-market strategies for B2B to B2C conversion models • Acted as the Order-to-Cash gatekeeper, enhancing the customer journey • Collaborated with the team to design a new omnichannel logistics value proposition
• Managed supply chain optimization programs for major Belgian retailers in the FMCG sector. • Developed sustainable logistics models to enhance operational efficiency. • Actively contributed as a founding member of the sustainability committee at CHEP.