Amsterdam, North Holland, Netherlands
Energetic, critical and result-driven professional. I have 20+ years experience building teams and companies. I am passionate about (digital) business development, team building and engagement, people development and leadership in executive roles or as an advisor.
I love spending time, sharing my knowledge and experience with ambitious and driven executives or founders. Over the past 5+ years I have had the privilege of working closely with 10-15 start and scale ups. Main achievements: operational excellence and execution leading to acceleration of growth, right-sizing / crisis management as required, coaching of CEO's and / or executive teams.
Leading Catawiki responsible for strategic direction, business planning and execution and Investor and Public Relations. Reporting to Catawiki’s Board of Directors. Main achievements: Leading the company towards profitability while eliminating blockers for scale and maintaining healthy levels of growth. Started managing the company by clusters ensuring more efficient allocation of (marketing) resources. Leveling-up the company’s leadership team after taking-over leadership from the founders. Catawiki was part of Deloitte's Fast50 as one of Europe's fastest growing company. It is one of the few companies in Benelux to have attracted investments from the likes of Accel Partners and Lead Edge Capital.
Part OpenTable’s executive leadership team, responsible for international expansion. Main achievements: Developed a go-to-market strategy for new markets. Conducted user-research and developed a product vision, content and marketing strategy to ensure consumer demand.
Leading Booking.com global in-house Customer Service team (3500 FTE in 11 offices around the world). - Development of a CS leadership team, talent acquisition and development. Succession planning. - Grew the global CS team from 1200 to 3500 FTE within 3 years. - Strategic positioning of CS within Booking.com’s global organisation, focussed on increasing customer loyalty by delivering excellent customer service. - Reduced contact percentage through automation and self-service. - Main KPI’s; Global CSAT. Forecasting and scheduling accuracy. Service Levels. Global Customer Service engagement score.
Leading a global team of sales- and account managers, engaging with market leaders in the travel, media, mobile, and internet sectors to form strategic partnerships (revenue share and CPC models). Continuously adjusting Booking.com’s partnership strategy based on market-share and cannibalisation of Booking.com’s direct marketing channels. Ongoing product development (through AB testing) of the partnership platform.
Leading Booking.com’s connectivity strategy. Developed and operationalised performance management for connected properties globally. Directly connected CRS systems of Marriott International and InterContinental Hotels Group (IHG) with Booking.com’s database.