The Randstad, Netherlands
The customer and end user are always my starting point for innovation. With empathy, I analyze needs and make complexity understandable. As a Product Owner, I bridge strategy and execution and take ownership of vision, roadmap, and backlog. I translate customer needs into user stories and drive agile teams to deliver value. With experience in CRM, marketing technology, and service processes, I create solutions that simplify workflows and improve the overall experience.
• Developed and implemented a customer data and marketing automation platform to enhance the customer-centricity of marketing activities. • Combined technical delivery with business implementation, providing hands-on leadership to a DevOps team. • Introduced an event- and data-driven marketing approach, enabling marketers to independently and agilely design and execute campaigns. • Led the transition from outsourced to fully in-house campaign execution, including onboarding of all teams. • Supported 8 marketing teams and facilitated over 5 million marketing communications annually. • Reduced campaign preparation time from weeks to days, achieving structural cost savings. • Successfully delivered the platform on time and within budget, with high user adoption and positive feedback.
• Defined the vision and design for the new implementation of the service module and service channels within Microsoft Dynamics 365. • Established a future-proof foundation for digital contact center innovations in service and self-service. • Driving force behind the introduction of an AI knowledge bot for service agents. • Successfully delivered the first phase on time and within budget, with strong adoption by both business stakeholders and end users. • Coached a junior Product Owner within the development team, fostering professional growth and effective collaboration.
• Led product management of the Lead-to-Contract domain, including two scrum DevOps teams and the business-critical Microsoft Dynamics 365 Sales & Service platform. • Supported approximately 1,000 daily users and facilitated over 2 million customer interactions and 800,000 sales processes annually. • Introduced customer-centric innovations such as live chat and AI-driven next-best-actions. • Iteratively improved first-time-right sales processing from 85% to 96%. • Reduced time-to-market for product launches from several weeks to just one day.