Anders Normann

Anders Normann Email and Phone Number

Senior Director of Customer Experience and CRM at DSV - Global Transport and Logistics @ DSV - Global Transport and Logistics
Hedehusene
Anders Normann's Location
Copenhagen, Capital Region of Denmark, Denmark, Denmark
Anders Normann's Contact Details

Anders Normann personal email

Anders Normann phone numbers

About Anders Normann

As a passionate commercial leader, I am motivated by understanding customer requirements and connecting these with business goals. I enjoy leading global initiatives in support of increased organic and sustainable growth for the company. I thrive in an international environment with a cross-functional scope where involvement of people is a requirement for commercial success. My background is commercial with vast experience within process optimization, complex organizations, business processes and agendas. As a team-player with a result focused mind set, I enjoy corporate challenges and accomplishing business results together with my co-workers. I am looking to be challenged in a new direction, and seek the responsibility to take myself to the next level.Competencies:- Business development – Sustainable profitable growth by delivering the business strategy- Organizational development, implementation and performance management- Leadership and Stakeholder Engagement - connecting and communicating corporate business objectives and agendas across functions- Managerial skills – Leader of leaders, connecting enterprise objectives with functional goals, creating a motivating environment and development of individuals- B2B Marketing – segmentation, value proposition and internal/external communication- Process optimization: Six-Sigma - Green belt certified- Analytical and statistical focus – speaking with data - Strong drive and determination to succeed - Focus on anchoring of initiatives in the organization delivering the desired behavior and financial results

Anders Normann's Current Company Details
DSV - Global Transport and Logistics

Dsv - Global Transport And Logistics

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Senior Director of Customer Experience and CRM at DSV - Global Transport and Logistics
Hedehusene
Website:
dsv.com
Employees:
10
Company phone:
+45 43 20 30 40
Company email:
privacy@dsv.com
Anders Normann Work Experience Details
  • Dsv - Global Transport And Logistics
    Senior Director Of Customer Experience And Crm Hos Dsv - Global Transport And Logistics
    Dsv - Global Transport And Logistics Feb 2020 - Present
    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
  • Dsv - Global Transport And Logistics
    Director Of Customer Experience And Crm
    Dsv - Global Transport And Logistics Mar 2017 - Feb 2020
    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
  • Dsv - Global Transport And Logistics
    Head Of Customer Success Programme
    Dsv - Global Transport And Logistics Oct 2014 - Jul 2017
    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
  • A.P. Moller - Maersk
    Senior Manager, Commercial Channels And Customer Intelligence
    A.P. Moller - Maersk Jul 2012 - Jun 2014
    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
  • A.P. Moller - Maersk
    Project Manager, Commercial Channels
    A.P. Moller - Maersk Oct 2011 - Jun 2012
    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
  • A.P. Moller - Maersk
    Team Lead And Project Manager, Customer Experience Project
    A.P. Moller - Maersk Jul 2009 - Sep 2011
    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
  • A.P. Moller - Maersk
    Campaign Manager, Sales Traction Project
    A.P. Moller - Maersk Jan 2009 - Jun 2009
    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
  • A.P. Moller - Maersk
    Head Of Customer Intelligence
    A.P. Moller - Maersk May 2006 - Dec 2008
    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
  • A.P. Moller - Maersk
    Global Brand Manager
    A.P. Moller - Maersk Jul 2003 - May 2006
    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
  • A.P. Moller - Maersk
    Project Manager, Divestment Project
    A.P. Moller - Maersk Jan 2002 - Jul 2003
    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
  • A.P. Moller - Maersk
    Project Assistant, 3G Business Development Project
    A.P. Moller - Maersk Jan 2001 - Jan 2002
    Copenhagen, Dk
    - B2C marketing concept development- Lifestyle segmentation together with Institute for Future Studies- Support business case development
  • Disa Industries A/S
    Marketing Coordinator
    Disa Industries A/S Aug 1998 - Jan 2001
    Taastrup, Dk
    - Marketing for DISA230 and DISA130 product lines- Digital and online marketing development- Collateral development

Anders Normann Skills

Cross Functional Team Leadership Business Strategy Process Improvement Project Management Strategy Change Management Customer Experience Analysis Strategic Planning Stakeholder Management Six Sigma Crm Business Development Logistics Process Excellence Marketing Strategy Brand Loyalty Marketing Market Research Marketing Management Management Sales Leadership Marketing Communications Performance Management Business Process Analytical Skills Competitive Analysis Brand Management Market Analysis Pricing Customer Insight

Anders Normann Education Details

  • Copenhagen Business School
    Copenhagen Business School
    Marketing Management

Frequently Asked Questions about Anders Normann

What company does Anders Normann work for?

Anders Normann works for Dsv - Global Transport And Logistics

What is Anders Normann's role at the current company?

Anders Normann's current role is Senior Director of Customer Experience and CRM at DSV - Global Transport and Logistics.

What is Anders Normann's email address?

Anders Normann's email address is no****@****hoo.com

What is Anders Normann's direct phone number?

Anders Normann's direct phone number is +45 43 20 *****

What schools did Anders Normann attend?

Anders Normann attended Copenhagen Business School.

What skills is Anders Normann known for?

Anders Normann has skills like Cross Functional Team Leadership, Business Strategy, Process Improvement, Project Management, Strategy, Change Management, Customer Experience, Analysis, Strategic Planning, Stakeholder Management, Six Sigma, Crm.

Who are Anders Normann's colleagues?

Anders Normann's colleagues are Allen Shi, Weronika Wessołowska, Simranjeet Kaur, Dirk Esser, Emmaculate Doucer, Kasey Rinnander Forrest, Syeda Abeeha Ali Zaidi.

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