Heading up the Global Customer Support, Customer Success, Customer Experience & Knowledge Management teams @Rentman. Responsible, for Customer Satisfaction, NPS, Retention and Upsell and ensuring a Customer Centric culture. Rentman is THE easy to Use SaaS solution for the events and media production industry, operating in more than 100 countries and allowing Events and media production professionals to manage their projects, crew, equipment and invoicing flows in one space.

I offer consultancy services and interim management solutions. Areas of expertise are Customer Strategy, Customer Care, Customer Experience, Customer Success and Team/people management.Proven track record in achieving commercial, operational & customer focussed KPI's and results in B2C and B2B environments. See further profile for held responsibilities and results. Shoot me a DM if your are interested or want to know more.

Responsible for all Customer focussed insights, strategies and operations at the fastest-growing integrated mobility provider in Europe, focusing on finding solutions to enable commercial road transport companies achieve their goals. Over 11,000 customers and over 100,000 trucks rely on our solutions in 30 countries across Europe and the Middle East.Responsible for the strategy, operations and management of Customer Care, Telesales, Sales Operations & Customer Experience teams across Europe and the Middle East.Built the Customer Experience Center of Excellence from scratch, responsible for customer research, customer insights, service design and customer journey design & management across all of Eurowag's products and brands. Implemented NPS measurement methodology,Responsible for defining and operationalising the customer strategy, aligning customer/persona driven insights with tailored customer value propositions, segmentation and Go-To-Market approach.Responsible for customer journey design and prototyping for new products and improved existing customer journeys.

Webfleet Solutions (formerly TomTom Telematics) is part of the newly created Bridgetone Mobility Solutions division, encompassing all of the connected vehicle solutions and data driven initiatives across the Bridgestone Group.The customer success teams maximize customer value (upsell, ROI and Retention) by delivering superior customer experiences in the growing connected car industry. Leading multiple international teams (180 FTE); Customer Success Management, Account management, Customer Experience, Sales Support & administration, Fulfilment, Customer Support and Program Management. Set up the Project Management and Customer Experience team up from scratch.Responsible for ensuring seamless customer onboarding experiences. Designed and implemented a strategy for personalised enterprise onboarding programs and automated onboarding journeys for smaller customers.Responsible for executing all strategic projects for Webfleet Europe. (Examples; setting up scalable partners, running CX programs).Responsible for revenue of existing customer base, Customer Experience, Customer retention and Upsell campaigns and activities

Built & lead the following teams; Brand Experience, Marketing Intelligence, Customer Care, Customer Demand Forecasting and planning, Product Team Online Innovations and Gift Cards team. Defined & Executed the Customer strategy across all verticals. (Examples of implemented projects include; Customer onboarding program first 100 days, new customer care outsourced partnership, new brand identity, new website and app).Implemented new company-wide NPS measurement methodology and Customer Segmentation based on projected Customer Life Time Value (CLV). Responsible for measuring and monitoring Customer Lifetime Value (across the customer journey) and cross functionally identifying improvement areas and defined action plans for all verticals in the organisation. Responsible for all customer interactions. This includes all customers who shop at wehkamp as well as all the customers who purchased products with credit through Lacent financial services.Participated in the Executive leadership team (Board of directors) responsible for representing the customer through all touch points in the customer journey.Responsible for the definition & execution of the Gift Card strategy .

Qualitative and timely execution of all strategic programs in EMEA. This includes Hardware & Software releases and commercial programs.Designed and managed the strategy office for the EMEA region. This included identifying and executing new strategic initiatives as well as managing the strategic business cycle.Acting chief of staff for the Emea Executive leadership team. Responsibilities included bringing structure to the executive leadership teams processes, meetings and governance.Program lead for the Global Executive Company wide Business Performance Reviews (QBR's and MBR's for C-level to director level)Program managed/Implemented a performance based retail margin structure with main European retailers. This included setting up the performance based score card as well as project managing the commercial agreements with all major retailers.Program managed/Implemented a new (Global) company wide Business performance review approach (This included defining the KPI’s, designing the governance model, implementing a roadmap for analytics automation and education of staff).

Introduced and implemented a digital-first 24/7 strategy for global customer omni-channel interaction including team transformation & re-organisation.Established the following teams from scratch: Global Care Work Force Management and Financial planning, Global Community & Social teams, Global Reporting and analytics, Global Quality and Training, Global Program Management teams, Global Outsourcing team. (Total headcount = 300 FTE of which 60 outsourced. Locations: `USA, Europe, China & Australia).Implemented SalesForce Service Cloud, Insided community platform and Ring Central Cloud Telephony to enable 24/7 customer operations. Responsible for B2B technical training of major retailers to enable them to install sonos in consumers homes.Responsible for B2B and B2C Sales Operations (orders and returns processing) and related tools (Rightnow) and partners (Paypal).Introduced 2 year warranty on all Sonos products to the European countries.Introduced and implemented an outsourcing strategy for all customer facing teams in Sonos.

Responsible for all Customer Care activities in the EMEA regions with a quickly growing team (100+). Disciplines include: - Sales Operations - Service administration- Product Returns- Vendor Management - New Product introduction (Alpha - Beta Programs) - Event support- Retail training, - Level 1, 2 and 3 Tech support / Contact Center- Social media support- Service Marketing- Customer Care Web Content

Responsible for all Customer Care activities in the EMEA regions with a quickly growing team (80+). Disciplines include: - Sales Operations - Service administration- Product Returns- Vendor Management - New Product introduction (Alpha - Beta Programs) - Event support- Retail training, - Level 1, 2 and 3 Tech support / Contact Center- Social media support- Service Marketing- Customer Care Web Content

Responsible for a team of 6 customer service managers who collectively are operationally responsible for the service network (all product groups; Mobile, Audio-Video, Home Appliance and IT products). This includes administration, coordination and payment of repair claims and product returns and the Spare parts ordering and delivery process to B2C and B2B service partners.Responsible for the B2B service agreements with retail partners (examples include; Media Markt, BCC, Impact, Expert, Krefel) and contracts/relationships with third party repair centres, logistic companies, contact centres and spare parts distributors.Responsible for the monitoring, achievement and improvement of realized KPI’s for third party repair centres and contact centres. Established the creation and implementation of the Vendor Score Card (European Best Practice); a comprehensive KPI scoring methodology for all B2B and B2C repair & service centers.Responsible for all Contact centre responsibilities (B2C and B2B interactions), introduced and implemented a Social Media Strategy and related tools (Radian6. Implemented SAP CIC as CRM tool for all contact center operations.Consolidated 13 care centers into 5 care centers for Samsung Europe as part of European contact center management team

One of the bands bubbling under in the dutch music scene between 2004 and 2006.