Brussels Metropolitan Area
Global, flexible, and positive minded professional with a wide functional experience. I enjoy working with customers, building high performing teams, and developing strategies. I have a proven track record delivering business results. My goal is to lead a business driving value to our customers and the organization while leaving a positive impact on the environment we operate in. Customer Focus: + Key account management + Customer service + NPS Specialties: Identify and execute growth opportunities: + M&A Due diligence and Integration + Business Development + Sales and Marketing Experience + Digital initiatives Cash generation activities: + Operations + Financial Background Diverse Cost Alignment experiences: + Internal Simplification + Business Process Outsourcing + Process standardisation + Centralization
• Global Customer Service responsibility for the Adhesives Business Unit comprising of 9 SBU’s with total billings of €11Bn. • Responsible for the Global customer service transformation vision, strategy, and execution. This entails outlining the Technology, Process, Organization and People streams and ensuring these are regionally adopted and executed. Achieve the CX and efficiency goals as well as leading the change management and mindset shift towards driving the customer experience. • Direct responsibility for the European Customer Service Operations managing +550 employees. • Introduce performance management processes and KPI’s. • Steering of the shared service centers
• Report to Global SVP for Supply Chain. • Global responsibility, billings of $8Bn, managing 400 direct employees in +35 countries. Manage 2 external call centers (US and Germany) and set up 1 internal call center in Costa Rica. • Drive automation and touchless orders to highest level in the industry allowing efficiencies and re-investments in value-add programs. • Integrate the St. Jude Medical Customer Service organization in Abbott Medical. • Change to new legal set-up, align services under new BU structures, drive NPS and customer satisfaction initiatives, drive standardization of KPI’s. • Set strategy for multi-channel and outbound value-added programs.
• Responsible for building, integrating, and developing a global organization and culture centered on enhancing the customer experience. Managing a $26M budget realizing 10% saving in a growth market. • Put in place a back-office and front office structure serving multiple BU’s. Put in place several added-value programs (upselling, key account programs, small customer outreach programs) that enhanced the revenue, satisfaction, and integration with our customers. • Set up a new centralized organization (400 people) by carving out customer service from the local commercial organizations. Standardize processes and reporting (Employee onboarding, KPI’s, returns, consigned management, service complaints, call handling) driving efficiencies, revenue, and customer satisfaction. • Introduced NPS in the organization to benchmark and prioritize investments.
Responsible for: -Warehousing -Transportation -Production -Quality -Continuous Improvement -Planning (Demand, Supply and analysis) -Customer Service -Capital Equipment servicing and repair Build new strong team (+200 people), set up new warehouse, repair center and production labelling. Implement optimised transport and distribution network. Standardise and optimise processes throughout all supply chain functions and increase overall Quality standards
Responsible for European Key Accounts i.e. Lyreco, Office Depots, Spicers, Staples, Mediamarkt Saturn
Develop and implement Business and Distribution strategy to face the current and mid-term (3 years) industry and company specific challenges
• Report to Vice President WW Operations • Member of the European leadership Team • Responsible for 70 People in Customer Service, Warehousing, Logistics, Planning and Sourcing • EMEA Sales Represents +/- 650M USD • Leading TDK integration project (Acquired TDK Recording Media in August 2007) • Warehousing and logistics consolidation project (5 to 3 warehouses) • Aligning Operations to new brand and product focussed strategy
•Responsible for operational audits in France, Spain and Portugal as well as leader of several European audits. •Gained in depth knowledge of all functions and had exposure to all levels of the organisation. •Coordination between the internal audit activity and the external auditors