Anders Normann Email & Phone Number

Hedehusene, Dk

Responsible for leading DSV's global efforts on Customer Experience, Predictive Analytics, CRM adoption and Quote Tool. Specific responsibilities:- M&A task of integrating legacy CRM and Sales Reporting team into DSV - Setting the Global Commercial Direction in close dialogue with the DSV Product Divisions- Improved customer centric prioritization of business improvements across DSV's Product Divisions- Further organizational adoption and development of Global CRM system (Microsoft Dynamics 365)- Development of in-house QTC system and integration with our Digital Customer offerings- Continuous development of predictive tools, integrated into CRM and Power BI- Customer Service application development and global implementation

Hedehusene, Dk

I was reporting to the Group CCO of DSV, being responsible for leading DSV global efforts on Customer Experience, Predictive Analytics, CRM adoption and Quote-To-Cash tools through 3 teams with a total of 11 colleagues.Specific resposibilities:- Global migration of CRM system from Salesforce to Microsoft Dynamics 365 for 3.000 users- Global migration of QTC system APTTUS to in-house tool based on MS Azure technology and integrated with MS Dynamics 365- Global implementation and benefit tracking of predictive churn warning tool, integrted into CRM- Customer Service application piloted and prepared for Global implementation- Supporting organic profit growth in the DSV countries, through increased customer retention and customer dialogue programmes adopted and executed locally

Hedehusene, Dk

I was reporting to the Group CCO of DSV, being responsible for leading DSV global efforts on Customer Experience and Predictive Analytics through a team of 4 colleagues.Specific responsibilities:- Program manager for global customer retention, supporting country growth through increased customer retention- Customer insights and recommendations to DSV Executive Leadership team and Global Commercial Board, setting the commercial direction- Team leader of 4 FTE, setting direction, managing performance and coaching- Mobilizing, implementing and operating the global retention program, delivering performance measures and reporting to Divisional CEOs and Country MDs- Deliver tools to country organisations in support of increased customer retention- Initiate and support country deep-dives for increased customer retention Key results:- Implemented customer retention program for 90% of the DSV Group turnover in 12 months- Change in frontlines' customer centric behavior increasing the number of customer retention activities with 55%- Increase in Customer Loyalty for DSV Group by 19 p.p. from Q4 2014 to Q1 2017

Copenhagen, Dk

Responsibilities:- Strategy development for enabling “ease of business” to customers through the most efficient channels- Implementation of strategy, development of sales tools for organisation and internal training online- Prepare, execute and deliver customer insights for internal strategic projects- Anchor customer insights in benefit tracking models for internal strategic projects- Deliver and communicate customer loyalty results to executive- and regional leadershipKey results:- Greater organisational focus on customer value add and difference in from various channels of doing business - Organisational recognition and demand created for customer insights for projects- Customer needs identified, quantified and delivered for several strategic projects

Copenhagen, Dk

Responsibilities:- Identify business opportunities in customer interaction through the different channels (EDI, Web, 3rd party, phone and email)- Analyze and calculate customer benefits of improved channel mix- Support Key Client Sales on targeted accounts, with analysis and customer propositions - Sharing of best practices to HQ Sales and Customer Service functionsKey results:- Savings of USD 50.000 annually based on a new commercial offering for a specific account- Benefit realization potential of USD 6m identified and targeted- Migration of Key Clients to more value adding and efficient service channels- Cross functional drive with customer service, sales and IT organisation

Copenhagen, Dk

Key results:- Team leader for developing online quotation process according to customers' vision based on Agile methodology- Defining customer vision and creating delivery road map down to user story level- Identified quick-win improvements in current processes with development team- Stakeholder management with process owners during re-design of processes - Development of new web functionality for an improved customer experience- Implemented innovation process with 3rd party consultants based on our customers' feedback

Copenhagen, Dk

- Develop and transfer campaign capabilities to marketing teams in Brazil and Chile- Performance management of campaign management activities- Campaign management roadmap for 2009 for South America

Copenhagen, Dk

Key results:- Cost savings of DKK 3 mio annually, by in-sourcing of tasks from external consultants- Customer Loyalty in executive managements' scorecards- Increased Maersk Line’s customer loyalty levels to an all-time high- Integrated Customer Loyalty processes in CRM system (Siebel)- Governance established in cross functional team, for prioritising improvement projects- Development of Maersk Line’s first customer loyalty programme

Copenhagen, Dk

Key results:- Successful re-branding of Maersk Sealand to Maersk Line- Global roll-out of new brand with regional offices- Complete re-design of Maersk Line's visual identity- Activation of Thomas Bjorn sponsorship, through internal events and communication

Copenhagen, Dk

- Divestment of Maersk Medical and Roulunds Fabrikker- Project lead for environmental due dilligence with external consultant- Assessment of ownership stake in companies in the Middle East

Copenhagen, Dk

- B2C marketing concept development- Lifestyle segmentation together with Institute for Future Studies- Support business case development

Taastrup, Dk

- Marketing for DISA230 and DISA130 product lines- Digital and online marketing development- Collateral development