Antwerp Metropolitan Area
Leading the Benelux organization, overseeing a team of 40+ (CSC and OI agents, managers, trainer and data analyst) across 3 locations. My focus is on driving a large-scale business transformation that prioritizes process streamlining across the Cluster and the integration of automation. Evolving our culture from traditional 'gut-feeling' decision-making to a data-driven environment.
Leading a team of 10 direct reports and guiding them through the organizational changes that come with the acquisition of BARD by BD, such as new software implementations (SAP, Salesforce, Genesys, …) and processes. This role requires strong people management as well as change management skills.
Leading and coaching the IIMAK Europe (EMEA & APAC) Customer Service team. • Redefining Customer Service and empowering our team to own their own portfolio and projects • Focussing on Customer Experience and leading improvement projects together with OPS, Sales and IT • Key user for our ERP system and taking the lead in new (CRM) software implementations • Analysing data to determine and advise on efficiency gains and workload distribution • Challenging the status quo and bringing new, creative ideas to the table • Leading change initiatives and ensuring clear communication between departments • Mentoring and supporting peers with their personal and professional growth • Supporting Sales & Marketing Additionally, I took on the role of Marketing Specialist to drive focus on Customer Experience.
Leading and Coaching the Customer Service teams in two locations, to support our Belgian customers in their local language (NL+FR). Reviewing existing processes and software applications to optimize our efficiency.
• Day-to-day as well as long-term Supply Chain Planning and Stock Management • Coordinating with Logistics, Customer Service, Marketing and Production • Advising Purchasing on sales trends and raw material requirements through analysis