Maastricht, Limburg, Netherlands
Senior Digital & Transformation Leader with 25+ years of experience at Mercedes‑Benz, driving transformation, organizational development and customer‑centric change across HQ functions, markets and retail organizations. I work at the intersection of strategy, operating model design and digital‑enabled customer experience, always with a focus on measurable impact and organizational effectiveness. My expertise spans large‑scale transformation programs, operating model development, omnichannel experience, retail digitization, CRM, connected services and customer operations. I bring deep experience in aligning strategy, technology and operations, and in leading cross‑functional teams across business and IT. I am passionate about building high‑performing teams, enabling organizational change and creating structures that scale, from digital ecosystems to retail networks and customer experience platforms. My approach combines strategic clarity with operational depth, ensuring that transformation becomes both executable and sustainable. I thrive in environments where digital ambition meets complex stakeholder landscapes and where strong leadership is needed to turn vision into reality.
Led the global web experience for Mercedes‑Benz, shaping the strategic direction and implementation of the brand’s website across all markets, including homepage, product pages and global campaign templates. Translated global UX standards into scalable frameworks, ensuring a consistent and premium digital experience across diverse markets and product portfolios. Collaborated with markets, product owners, IT and brand teams to drive platform evolution, feature rollouts and data‑driven optimization. Improved engagement, conversion and customer satisfaction through a high‑quality, globally aligned web ecosystem.
Drove key transformation initiatives within Mercedes‑Benz Digital, optimizing the operating model and collaboration structures. Enabled the shift toward more agile, data‑driven and customer‑centric ways of working by aligning business, IT and stakeholders around shared digital priorities. Led cross‑functional programs to strengthen digital capabilities, streamline governance and increase organizational readiness. Applied agile frameworks to enhance transparency, efficiency and scalability across the digital ecosystem.
Advanced the digitalization of the Mercedes‑Benz retail network by connecting showroom touchpoints with online data, tools and processes. Enabled seamless customer journeys by integrating digital solutions into retail operations and supporting markets in adopting new sales and service technologies. Improved retail efficiency by digitizing core workflows, enabling data‑driven decision‑making and supporting digital marketing activities. Strengthened the integrated dealership concept by aligning digital solutions with retail processes and customer journeys.
Ensured seamless customer operations by steering end‑to‑end processes for inquiries, complaints and Service 24h roadside assistance. Oversaw operational performance across markets and retailers, ensuring stable, efficient and customer‑aligned service delivery. Led a major transformation program to digitize the 24h roadside assistance model, introducing a centrally coordinated, GPS‑enabled case‑management process rolled out across more than 15 European markets. Managed international Customer Contact Center teams and drove organizational development, capability building and cultural change.
Managed the global hardware portfolio of Mercedes‑Benz after‑sales diagnostic systems, ensuring workshops were equipped with reliable, compliant and future‑ready devices. Defined product requirements, technical specifications and lifecycle plans in collaboration with R&D, IT, markets and suppliers. Ensured diagnostic readiness for new vehicle generations through hardware updates, compatibility checks and market enablement. Monitored performance and user feedback to drive continuous improvement and maintain high service quality across the global workshop network.
Developed new business models in the after‑sales environment, including a joint online parts sales platform with four major automotive manufacturers. Defined the concept, business logic and operational model, coordinated cross‑OEM alignment and supported technical development and pilot implementation. Contributed to the global Service & Parts strategy by conducting market analyses, identifying growth opportunities and deriving strategic directions. Ensured new business concepts were aligned with operational requirements and integrated into the broader after‑sales ecosystem.