Denis Clifford Email & Phone Number

Ireland

Amsterdam Area, Netherlands Plus International Assignments

I worked with HEINEKEN Commercial leaders around the world to - set and support their E-Business ambition and strategy - identify digital disruption risk, opportunity, business need - create real-world actionable plans using global tools and expertise - consider a unified experience across all customer touchpoints - online, partners, sales force and contact centre - create operational and change management plans to achieve digital transformation - devise industrialised packages of work to be highly relevant in other regions - maintain omni-channel thinking in the development of new modes of business and communication between HEINEKEN and our customers/consumers/partners - build and maintain a culture of customer centricity

Netherlands, Plus International Assigments - Asia Pacific, Americas, Europe

I delivered successful B2B ecommerce projects in Asia Pacific, Africa Middle East and The Americas. With a focus on right customer, right team and right technology, I delivered challenging and transformative projects enabling HEINEKEN to engage with its customers when and where they need us.I was responsible for a team of 8 Deployment Managers who worked in-market for 6 -12 month assignments, developing from 3 pilot markets to 10 key projects around the Globe.

County Cork, Ireland

I led an industry leading contact centre service to support the HEINEKEN commercial plan in Ireland. With a fully customer centric operation and unique level of commitment to the business, the On Trade Services function assisted HEINEKEN and its brands to achieve their commercial goals. This team was awarded as the "best new, small or growing contact centre" at the Irish Contact Centre Management Association awards in 2014.During this time I piloted several key initiatives for the business including telephone-based account management, new product introduction campaigns, sales rep succession planning as well as leading other key commercial projects with a high customer touchpoint component.

Cork, County Cork, Ireland

As Customer Service Manager I was accountable for: - customer contact centre support to HEINEKEN's 8,000 On Trade Customers - Bars, Hotels, Clubs - back office support for field sales reps - e.g. promotional admin - people management of the contact centre team - 35 FTE

Cork, County Cork, Ireland

As Head of Customer Service and Credit I was accountable for: - Contact Centre Operations for both inbound and outbound customer service and sales - On and Off Trade drinks customers. - Field Sales Rep support operations - admin support, reporting - Managing customer credit risk and accounts receivable - debt collection, managing DSO KPIs, bad debt write off