Bram Drewes - Ccxp Email & Phone Number

Middelburg, Zeeland, Nl

Solna, Stockholm, Se

Two million loyal customers! That's the ambition of my department. Our focus is to continuously optimize the journey of our customers and surprise them with an exceptional experience in their different journeys. The Customer Experience department consists of process management- and, agile delivery teams, customer journey-, UX- and content specialists. The ideal mix of competences and skills to deliver the best experience for our customers.I'm part of the Region MT NL and jointly responsible for an overall EBIT result for Vattenfall. Reporting to the Vice President of the Region NL, Business Area Customers & Solutions.

Part of the management team of the Business Unit Customers (BtC) and therefore jointly responsible for an overall optimal EBIT result for Vattenfall/Nuon. Reporting to the Vice President Customers (BtC), Business Area Customers & Solutions.Responsible for department ‘To Be a Customer BtC’ (20 fte, 9 direct reports). Together with my team we are aiming at realising the best possible experience for all our customers. Based on customer needs, new propositions and services are developed. Our focus is to continuously optimize the journey of our customers and surprising them with an exceptional experience in their different journeys. We provide guidance towards the Marketing-, Service- and Sales- Operations departments.I strongly believe that a main driver for success is ensuring Nuon to be A Great Place to Work for our employees in the Business Unit Customers BtC.

As Head of Process management I had a team of 12 process managers and I was part of the Dutch management team of Klantenservice NL. I was responsible for the credit management process of B2C & SME customers.

As site director I was part of the Dutch management team of CSO NL and responsible for the overall performance of the Alkmaar site (310 fte). Main focus areas were Payment, Dunning & Collections, (legal) Debt Restructuring, Complaint management and Webcare.

As sr. marketer I was responsible for development of the retention strategy and creating and implementing new propositions for the Small & Medium Enterprise (SME) market. Besides that I was also responsible for setting up a new sales channel with Collectives and Intermediaries.

As Manager Customer Service Corperate Accounts (60 fte) I was responsible for the overall service (including contract fulfilment, billing, customer inquiries, contract mutations, payment processing, handling bankruptcies and collections) to Corporate Accounts (such as The Dutch National Railway, Vodafone and British Telecom), Municipalities and Professional Housing Agencies in the Netherlands. I was responsible for the operational - and financial results of this customer group. I had 4 direct reports (team leaders) and I reported to the management of the business unit.

As Manager Customer Service SME (140 fte) I was responsible for the overall service (including customer inquiries, contract mutations & complaints handling) to small and medium sized companies in the Netherlands. I was responsible for the operational -, commercial - and financial results of this customer group. I had 7 direct reports (team leaders) and I reported to the management of the business unit.

As Head of the Collection department (100 fte) I was responsible for the cash collections for Consumers and SME market within the Netherlands. I was responsible for the operational - and financial results of this department. I was also responsible for restructuring (including resettlement of the department and reduction of number of sites from 5 to 2), implementation of "LEAN" and European tendering process regarding debt collection services. I had 10 direct reports (8 team leaders & 2 process improvers) and I reported to the management of the business unit.

Master'S Degree, Legal Studies, General

Master'S Degree, Legal Studies, General

Master Of Laws - Llm, Law