Emy Piers Email & Phone Number

Amsterdam, Nh, Nl

Randstad

Leading the department managing strategic programs and the portfolio for Nederlandse Loterij and her brands. My team and I work closely with senior leadership and our board to unlock business growth, secure business continuity and future earning potential.For a high level overview of key accomplishments: https://www.nederlandseloterij.nl/jaarstukken (chapters “Waar heel Nederland wint”).- Leading PMO staff and agile coaches to drive (agile) transformation and strategic initiatives, such as AI implementation - Overseeing the Quarterly Business Review process and reporting to the board on portfolio performance- Driving continuous improvement of processes, frameworks, and cross-team collaboration- Building strong relationships with stakeholders and sponsors- Co-creating the organisations strategy 2025-2028 (themes: organisation optimization and employability)The mission of Nederlandse Loterij is to contribute to a happy, healthy and sporty country and its people. We let people win millions in prize money and on top of that we invest millions in Dutch sports and 18 charities in the field of a.o. health. Nederlandse Loterij is the thought leader and the example in the gambling market with a responsible and trustworthy offering in games of chance.

Randstad

Responsible for mission, vision, strategy and execution (> 250 FTE) of Retail Service and Customer Contacts for the brands of Nederlandse Loterij (Dutch Lottery):- Nederlandse Loterij- Staatsloterij- Lotto- Eurojackpot- Miljoenenspel- Lucky Day- Krasloten- TOTO / TOTO Winkel / TOTO Casino / TOTO SportFor a high level overview of key accomplishments: https://www.nederlandseloterij.nl/jaarstukken (chapters “Consumentenvertrouwen”).The Multi Disciplinary Service Teams & Building Block I lead consist of dedicated staff, expert leads, product owners and scrum masters, team leads, WFM, traffic & reporting experts, contract management and service professionals, including a team of Responsible Gaming counsellors and Sustainability officers. My department closely works together with a.o. our Responsible Gaming department, delivering detection & interventions activities. In 2022 a scientific study has shown that our interventions in the field of Responsible Gaming lead to desired behavioral change. These results have been published in the internationally recognized Journal of Gambling Studies.Main focus of my department is to optimize retailer & player experience and customer satisfaction as well as delivering valuable contacts, epics and support. Together with my teams I ensure that the contact strategy and channel strategy is future proof, the quality of contacts meets the standards and that we contribute to business objectives. We continuously improve processes, teams and performance, representing the voice of the customer.The mission of Nederlandse Loterij is to contribute to a happy, healthy and sporty country and its people. We let people win millions in prize money and on top of that we invest millions in Dutch sports and 18 charities in the field of a.o. health.

Randstad

Responsible for the mission, vision, strategy and execution (> 200 FTE) of the customer contacts of the brands of Nederlandse Loterij (Dutch Lottery):- Nederlandse Loterij- Staatsloterij- Lotto- Eurojackpot- Miljoenenspel- Lucky Day - Krasloten- TOTOPriority of this role is the successful transformation of the department to agile way of working and preparing for 24/7 customer service due to KOA legislation. Under my leadership and guidance our customer satisfaction rating for the various verticals have increased, the visibility of customer service in the organization has grown considerably and we have increasingly contributed to the success of Nederlandse Loterij and the value of customer contact.My teams and I are in close contact to the organisation of Nederlandse Loterij. Main focus is to optimize customer experience, customer satisfaction and customer value. Together with my teams I ensure that the contact strategy and channel strategy is future proof, the quality of contacts meets the standards and that we contribute to business objectives. We continuously improve processes, teams and performance, representing the voice of the customer.The mission of Nederlandse Loterij is to contribute to a happy, healthy and sporty country and its people. We let people win millions in prize money and on top of that we invest millions in Dutch sports and 18 charities in the field of a.o. health.

Amsterdam, Noord-Holland, Nederland

Being part of the executive team I lead teams and disciplines of dedicated and talented experts with the same mission: Be a life changer! The team members have a core responsibility which is to outperform the customer experience and customer satisfaction so we are able to grow substantially. My job is leading the organization in this area and ensure that the strategy is effectively implemented in order to exceed our business objectives. Span of control:- Customer Focus (customer service, community, influencers & sales)- Agency (content team & performance marketing)- Factory (product & agile software development, engineering, innovation, data & research)- Business (business operations, marketplace & development)- Project ManagementChanging Life is a HealthCare & Wellness company. We produce, develop and manage Lifestyle Brands in the fitness-, health- and wellness industry. We execute the technology, marketing and knowledge strategy from A-Z: from the creative concept to building the business to measuring and reporting the results. “It is our mission to give people the power and tools to be a life changer.”Our Lifestyle Brands:◼️ Changing Life (www.changinglife.cl)◼️ Personal Body Plan (www.personalbodyplan.com)◼️ DoorMeal (www.doormeal.com)◼️ Changing Life Hub (www.changinglifehub.com)

Alkmaar En Leiden

Leading Het Customer Care Center, its strategy, customers, employees, suppliers, turnover and ebit. Reporting to owner / DGA. Strategic sparring partner to A list customers in amongst others telecom, utility, publishing, charity, online communities, lotteries, leisure and automotive services. 2 offices, 250 employees, 35 staff & MT members, departments operations / ICT, finance, HR, contact center, project management & sales.- Elevated the company to a top 15 position most leading contactcenters in The Netherlands- Strategic partner for corporate and A-label organizations for customer care and telemarketing- Managing organization and employees- Continue improving services and resultsHet Customer Care Center stands for quality in customer contact. We strive to be the best partner in our field. We are very proud to provide the highest level of quality to our long term partners in business - every day. Together with our customers we ensure that:- Customer contact is effective, efficient and compliant- Customer service (chat, webcare, e-mail, telephone services) adds the maximum of value to company processes - Telemarketing remains a reliable channel to acquire, retain and optimize business.

Responsible for managing the company, its turnover and ebit. Reporting to director.- Lead the management team and its departments; contactcenter, IT and operations, financial department, HR, sales, project management.- Strategic sparring partner: for organisation, vendors, partners, customers, relations, owner.- Business development and sales.- Compliance officer.

Responsible for the department Project Management, member Management Team, partly responsible for the conduct strategic policy within Het Customer Care Center. - Lead the team of project managers and assistant project managers, supervisors inbound, managing department.- Continuous quality improvement of department: analysis of work processes, identifying development opportunities and opportunities within the department, action plans for quality, efficiency and development. - Managing and launching complex campaigns, research and analysis of current campaigns, alternatives and solutions for ongoing campaigns, intensive and pro-active maintenance of customer contact. - Strategic sparring partner: for management and other department heads, suppliers, partners, customers, team.

Responsible for customer portfolio and the commercial, operational and strategic campaigns, account management and relationship management. Specialization: consumer marketing, database marketing and market penetration analysis, target selection (business to business and business to consumer), response / non-response analysis. - Set up direct marketing campaigns, responsible for managing the entire campaigns.- Intensive and pro-active maintenance of customer contact. - Managing bottlenecks in the various existing internal and external processes, design effective and efficient solutions. - Intelligent (database / marketing) analysis, evaluations and various target selections with the purpose to establish a best possible customer service and marketing advice. - Business development and boost sales opportunities and threats. - Generate new business among other by up- and cross selling within customer portfolio. - Negotiating with clients, list brokers and data owners on price, quality and service levels. - Accustomed to working to targets, deadlines and work under high pressure.

Amsterdam Area, Netherlands

The Dutch Dialogue Marketing Association (DDMA) is the cross media trade organisation for the direct marketing and sales promotion industry in the Netherlands. This is one of the fast growing sectors of industry in Western Europe. DDMA represents the interests of users, service providers and media/carriers of direct marketing and sales promotion, both in the Netherlands and at a European level. The organisation also acts as a communication and knowledge platform for professionals working in dialogue marketing.

Toulouges, Occitanië, Frankrijk

Position 1: Internship Department of Corporate Communication Co-organization of "Le Mondial d'Automobile, the world's largest automotive fair in Paris, responsible for sponsorship, organization of exhibition for innovations and innovative companies. Position 2: Internship Department of Business DevelopmentMarket research and writing a marketing plan for products of the Department of Business Development.

Education record

Executive Mba Customer Management

Education record

Education record

Education record

Bachelor

Education record

Vwo