The Randstad, Netherlands
International acclaimed expert on intermodal / multimodality Head of KLM Intermodal International advisor, speaker, lecturer. Since 2021 I'm leading the KLM Intermodal Program. The first step is to design and create an air&rail proposition that is good enough to replace our short haul flights. On the longer term we're enriching the business model of KLM with a broad offer of intermodal solutions. By combining 2 traditional industries, we're creating something totally new and innovative. A future proof sustainable proposition that our customers will love and adds value to the KLM brand : A plane on a railway! , 've been fortunate to have a rich career that enables me to learn and enjoy every day. Worked with sweet and inspiring people, lived and worked in NYC for 5 years. Leading roles in Strategy Consultancy, Marketing, Operations, Sustainability and currently in Customer Experience. Passionate about what I do. Get up with a smile in the morning and inspire my colleagues with positivity and drive.
Responsible for building a brand new business modal for KLM, based on multi modality. Primary goal is to design and develop a credible and seamless air & rail proposition that is liked enough by our customers to substitute short haul flights. However, the scope of intermodal at KLM is much broader than flight substitution only. Combining two or more traditional transport modalities leads to radical innovation and endless opportunities for business development.
As a Director Customer experience I'm leading the design and implementation of the KLM Customer Experience strategy and initiatives in order to become the most customer centric and sustainable European Airline. In order to achieve this goal I work with the best customer insights professionals and data-miners in the industry. The KLM Customer Experienced department is highly advanced organized along all aspects of the customer journey. We work according the latest customer experience insights and methodologies. Within KLM CX we never stop learning. We developed THE CX WAY OF WORKING and do apply a mixture of techniques like Design Doing, Agile, Journey Mapping, Personas, CX to UX,, NPS and revenue based business cases, scrumms, Epics, CX Sustainability design and so on. We're CCXP certified professionals. We design for the revenue, sustainability and superior customer experience. As a successful network carrier, KLM has developed partnerships with 56 different airlines. We do not only design the experience for customers that are flying on KLM , but also the experience for customers that are flying with one of our amazing partners. Together with our main partners Air France, Delta, Virgin Atlantic and the Skyteam member airlines we're designing and setting new industry standards when it comes to seamless travel. My job is highly international. Me and my team work with C-suite leaders and other highly skilled professionals from all over the planet. This has brought me the ability to work successfully with people from different cultural background, an open mind, a broader scope than most other CX leaders, solid understanding of best-in-class standards and examples, respect for other cultures and a drive to always achieve the best.
SkyTeam is a leading airline alliance with over 1007 destinations,It's network is covering the globe. More than 739 million yearly passenger are travelling with one of the 20 SkyTeam member airlines. The main goal of Skyteam is to offer all these customers a smooth and seamless travel experience. We're experts is solving seams and customer service Withing Skyteam I'm leading the Marketing, Customer Experience and Customer Nnnovations department, which includes the following activities: amongst others - Worldwide customer research for 20 International airlines - Customer Experience Initiatives - Owner of the SkyPriority product - Marketing B to B - Digital Innovations - Customer oriented Learning & Development This looks like a lot and it is a lot. But I have a great team of passionate experts that makes the magic happen. All these items together do create the ingredients for a continuously improving seamless travel experience, wherever you are on this planet. As long as you travel on one of the great 20 SkyTeam member airlines.
Responsible for the ground operation of Air France and KLM Royal Dutch Airlines in The Americas 33 destinations in North and South America > 500 Air France and KLM flights a week 12 million passengers per year > 1500 employees (in/outsourced staff) Key aspects of the job: All aspects of airline ground operation (safety, security, customer service, on time performance, costs, on airport sales, e-services). Working in a highly successful, profitable and sometimes challenging multiple B$ joint venture with Delta Airlines Very competitive environment. How to position Air France KLM in the highly competitive North American market where we do not offer the lowest fares nor the most luxury product? By leading the change from an operational and logistic oriented organization towards an organization that is fully focussed on providing top notch customer service. With highly motivated frontline staff is trained and empowered to make to 'solve it when it happens'.
Deputy VP of the MD11 & A330 cockpit crew department of KLM Flight Operations. 550 pilots, 12 FTE groundstaff, 10 MD11 airplanes and 10 airbus A330 airplanes Project leader of the KLM Flight Operations fuel saving and sustainability program. Deliverables: - 26 M E savings per year - 2 booklets about fuel saving - individual fuel usage monitoring system for captains (monthly overviews)
Responsible for the coordination of the "Schiphol Strategy" of KLM Flight Operations. Influencing Governmental decision makers, NGO’s and private stakeholders in order to change the restrictive laws and regulations that prevented future growth of KLM at Schiphol Airport Negotiating ATC charges with foreign governments.
Berenschot is one of the oldest and most respected consultancy firms in The Netherlands Experience: - Total Quality Management systems - Defining and execution of strategic marketing plans for major Dutch companies - Successful mergers - Reorganizations, down sizing - Supporting start-up companies - Strategic CRM specialist of Berenschot - Several lectureships - Articles published about CRM