As the VP of Global Customer Service & Support and Logistics, I hold a pivotal role in ensuring exceptional customer experiences across our customer base. This includes but is not limited to:Customer Service & Support Leadership: lead leaders of customer service and support teams, including Tiers 1 & 2, both direct as indirect employeesLogistics Leadership: lead leaders of the global logistics functions and operationsStrategic Vision: Develop a 3 to 5 year strategy for proactive support, deflection, and scalability.Operational Metrics: Define and manage KPIs, ensuring alignment with company goals.Voice of the Customer: Advocate for customer needs and insights throughout the organization.Efficiency and Scale: Drive efficiency by collaborating with Product Management and Engineering.Global Service Delivery: Establish a scalable service model across geographies, including outsourcing strategies with designed logistics providersFinancial Impact: Achieve significant financial improvement (over 30%) through data-driven decisions and revenue pipeline developmentCoaching: Provide guidance and mentorship to direct reports and team members.In a team of 2 we defined the Continuous Improvement training curriculum based on the CI and LEAN principles; together with an external partner we execute training for leaders and improvement practioners and provide coaching during (certification) improvement projects.

Fulfilment of strategic objectives, securing performance through continuous improvement and growing individual careers are part of my daily responsibilities. I strongly advocate the reliance on the individual contribution as part of a collective effort, not only using ´empowerment´ as a word, but living by it on a daily basis by enabling peers and team members to execute most efficiently and effectively. This approach leads to a high performance culture in which an open dialogue between members drives our performance to higher levels.

I contribute to the change of the Professional Lighting Systems and Consumer Lighting business. We reduce complexity in the organization, enable transparency on consumer and market demographics and institutionalize new go-to-market strategies which secure the strategic direction and profitability of this sector

This assignment resulted in the definition and execution of the long term strategic direction for the global customer service business operated out of Pune, India. Execution of change management on a global level was part of the daily activities, including stakeholder engagement through the several management teams of the global markets and business organizations. At the end of the international assignment the customer service team was operating profitable and secured return of investment. The team in India consisted out of 23 highly skilled professionals.

- Deployment of new or changed service delivery functions in the country organizations. The new or changed service delivery functions are either realized in a related R&D process or in a separate project.- Validate the agreed project and service business case after the release of the function, during actual usage.- To analyze and solve main cost drivers in the service delivery processes.- To participate in the definition of the short (R&D project), mid- and long term service roadmap.- Management of the remote services demand between Country Organization, Business Unit and the Global Customer Services organization.- Takes initiatives in supporting Service Support management to ensure optimal Service Support contribution to organizational vision & goals