Eric Fiolet Email & Phone Number

Utrecht, Utrecht, Nederland

As a Manager for Customer Experience, I am tactically and strategically responsible for two value chains within Customer Service. In this role, I lead a diverse team including Product Owners, Scrum Masters, Process Managers, Coordinators, and Customer Advisors, with a total scope of 60 FTE.Key Responsibilities:Accountability for achieving strategic targets in areas such as NPS (Net Promoter Score), Efficiency, Sustainability, and Employee EngagementLeading the communication of vision, strategy, and strategic initiatives, including annual goals, KPIs, policy, and changes within the value chainDeveloping the annual plan and ensuring compliance with policy and relevant regulations within the teamTranslating market trends and external signals into concrete initiatives and actionsManaging a multi-year budget to support long-term strategy and drive sustainable growthThis role allows me to combine strategic vision with hands-on leadership, ensuring that both customer satisfaction and operational efficiency are optimized. With a strong focus on innovation and continuous improvement, I lead my teams to deliver results that align with broader business objectives. I thrive in dynamic environments and excel at steering large-scale projects and cross-functional teams towards success.

Utrecht En Omgeving, Nederland

Responsible for customer experience management at a.s.r. zorg (health insurance).Key Performance Indicators: + Customer Satisfaction (CSAT)+ Net Promotor Score (NPS)+ Customer Effort Score (CES)+ First time FixBeing the Voice of the customer (VoC), encompasses the gathering and understanding of all streams of feedback to improve the quality and experience of delivered services and be the internal catalyst of improvements initiatives. It's about being the customer advocate, continuously working in their best interest combined with maximizing business results.Continuously listening to customer feedback, observing user behavior data to discover unfulfilled needs and new opportunities.Implementing best practices to improve service and communication with our customersSharing insights & input on potential improvements based on customer feedback in cooperation with different agile teams within the organizationStakeholder for the product team sharing customer feedback and suggesting improvements to our products.

Amersfoort, Utrecht, Nederland

Next to my job I am working as a freelance, accredited Co-Active® coach.Co-Active experiential learning is scientifically proven to unlock human capabilities, creating space for the emergence of creative solutions that are transformational and sustainable. I work with various people, empowering them to tap into their own strengths. My clients are professionals, coaches, leaders, creatives and entrepreneurs, primarily aged between 28 and 55 years.

Amersfoort, Provincie Utrecht, Nederland

As Sales Manager I was part of the Management Team and end responsible for commerciality, customer satisfaction, ensuring IKEA's strong presence in the local market and a multimillion sales growth. I was leading 12 managers and specialists and 120+ indirect reports.This role is about striving to reach the IKEA positioning objectives. Guide the performance in the Showroom and Self-serve furniture area operations towards maximized sales and optimized long-term profit by:+ Applying sales methods in accordance with the IKEA concept.+ Ensuring the implementation of the sales objectives defined in the furniture range sales budget.+ Setting standards for the store operating procedures in the Showroom and Self-serve furniture area.+ Excellent performance management of staff by ensuring that all co-workers are properly trained, and implementing development programs to secure the store performance and succession needs.+ Conducting regular competitor analysis and take appropriate actions.+ Developing and implementing the annual business plan with the store management team in regards to sales departments and areas of responsibility;+ Responsible for the planning, execution and follow-up of the stores’ commercial calendars;

Nederland

As a certified IKEA coach I had my professional education by International Coach Federation®(ICF®). During the year I was coaching leaders througout the whole Dutch organization in maximizing their strengths, helping them to deliver and sustain extraordinary results for the business, the people they were leading and themselves.As a coach I helped my coachees overcoming obstacles and to fully contribute to the success of IKEA.

Amersfoort

The store Customer Relations manager is there to create an emotional connection with customers in order to promote the IKEA brand and drive sales growth. In this role I was part of the store management team and end responsible for the total market customer experience.In this role I was accountable for several departments as check-out, exchange & returns and home delivery. Scope: 4 department managers and 70+ indirect reports.

Delft Area, Netherlands

As an Easy Buying manager I was part of the Customer Relations management team in the IKEA Delft Concept Store. My main responsibility was to secure an easy buying process before, during and after the customer visit in a multi channel retail environment. I was leading a team of leaders and 70 indirect reports.Inter IKEA Systems B.V. Is the owner and worldwide franchisor of the IKEA concept, located in Delft, The Netherlands. One of the main tasks of Inter IKEA Systems B.V. is to transfer IKEA know-how to all IKEA retailers worldwide, enabling them to successfully implement and operate the IKEA concept.

Haarlem Area, Netherlands

As a Recovery Manager I was responsible for reducing transfer type costs throughout the IKEA store, optimizing recovery of losses and minimizing the impact of activities on the environment. Coach and manager of approximately 15 co-workers.

Haarlem Area, Netherlands

Responsible for managing and leading different Customer Relations teams as Exchanges & Returns, and Shopping Experience. My responsibilites included recruitment, coaching, mentoring, training, scheduling and performance management.

Amsterdam

Leading shifts at VVV Amsterdam Tourist Office, reservations and sales co-worker.

Bachelor Of Social Work, Social Work

Graduation project: project leader of an international convention between Amsterdam University (Hogeschool van Amsterdam) and New York.

Coaching Fundamentals

Co-Active Coach, Professional Coach

Chief Storytelling Officer

Executive Mba, Strategisch Hrm & Leadership