The Randstad, Netherlands
Customer Experience Leader with 13+ years of international experience in premium sports and lifestyle brands. Specialized in customer service operations, team leadership, and omnichannel client engagement across both B2B and B2C environments. Currently leading a multicultural customer service team supporting South European markets at corporate level. Proven track record in building high performing teams, improving service operations, managing complex escalations, and delivering measurable improvements in customer satisfaction and operational efficiency. Recognized for combining operational discipline with emotional intelligence to foster trust, collaboration, and service excellence in fast-paced international organizations.
Lead the South Europe customer experience team, managing daily service operations and ensuring high-quality support for dealers and consumers across multiple communication channels. Key achievements and responsibilities: • Lead, coach, and develop a team of 9 customer service representatives supporting multiple European markets. • Monitor and improve team performance through KPI dashboards, Power BI reporting, and operational analysis. • Maintain >95% SLA compliance on response times across inbound service channels. • Contribute to customer satisfaction scores consistently above 90% CSAT through service quality monitoring and coaching. • Handle complex client and dealer escalations, resolving high-impact cases while protecting brand reputation and client relationships. • Coordinate cross-functional collaboration with area managers, commercial teams, and credit control to ensure operational alignment. • Oversee ERP and CRM data governance within SAP and Microsoft Dynamics 365 to support accurate reporting and decision-making. • Lead regular team meetings focused on knowledge sharing, service quality, and continuous improvement. • Deliver operational initiatives and process improvements tailored to the needs of South European markets.
• Managed end-to-end order processing and dealer support for multiple South European markets, ensuring accurate and timely handling of sales operations. • Contributed to customer satisfaction scores above 85% CSAT by ensuring responsive support and proactive issue resolution for dealer partners. • Coordinated closely with area sales managers to support commercial initiatives, dealer onboarding, and seasonal product launches. • Acted as first point of contact for complex dealer requests related to product availability, order status, warranty cases, and logistics coordination. • Collaborated with supply chain, credit control, and logistics teams to resolve order or delivery issues and maintain strong dealer relationships. • Ensured data accuracy and operational consistency within SAP ERP and Microsoft Dynamics 365 CRM, supporting reporting and sales performance tracking. • Monitored order flows and operational metrics, identifying improvement opportunities to streamline internal sales processes. • Supported the implementation of operational improvements aimed at increasing efficiency and service quality for the South European dealer network.
Managed technical customer service operations for consumers and dealers, supporting warranty processes and service communications. • Handled high-volume customer communications across phone, email, and live chat, consistently meeting internal response-time KPIs. • Processed 300+ warranty cases annually, ensuring accurate evaluation and resolution according to company guidelines. • Contributed to maintaining >90% first-response SLA compliance across customer inquiries. • Maintained accurate service order administration and customer records within the CRM system. • Led the team in maintaining high customer satisfaction levels across post sales service interactions.
Supported global technical service and product education initiatives within the customer support organization: • Designed and delivered technical training programs for international dealer networks and OEM partners. • Produced 20+ technical manuals, assembly guides, and training resources supporting global product launches. • Collaborated cross-functionally with Product Management, Quality, and Marketing teams to support product lifecycle initiatives. • Contributed to improving dealer technical readiness and reducing support inquiries through structured training programs.
Provided technical sales and service support to dealers and end consumers within the cycling industry: • Managed warranty claims and service requests, supporting dealers throughout the product service lifecycle. • Delivered technical product guidance contributing to high dealer engagement and customer satisfaction. • Coordinated product demonstrations and industry events while maintaining the company demo fleet used for sales and marketing activities.