Jeroen Hulsmann Email & Phone Number

Amsterdam, North Holland, Netherlands

Lead and execute strategic innovations to improve products, processes and services that are new to APG with an improvement factor of 10x, focusing on (A) Sustainability as a spearhead, (B) Operational excellence as a motor and (C) Excellent customer experience as the highest standard.• Leading and Managing Innovation Projects focused on developing customer-centric solutions that are both implementable and viable. • Lead and coordinate a multidisciplinary, external team through all stages of the innovation process, from idea generation and concept development to prototyping, business case creation, and final implementation.• Proactively Identifying Innovation Opportunities based on urgent organizational needs and market trends, ensuring alignment with APG’s strategic innovation goals.• Stakeholder Management and engagement, ensuring that innovation project goals are in alignment with organizational objectives and the desired outcomes of internal sponsors.• Contributing to APG’s Thought Leadership position by engaging with external innovation communities and startups, fostering collaboration, and ensuring that APG remains at the forefront of industry innovation through experimentation, incubation, and knowledge sharing.

Amsterdam, North Holland, Netherlands

Leading the digital transformation and continuously (re)developing online platforms.- Lead the strategical program to increase digital reach for our customers- Continuous (re)development of the online channelsTake charge and steer the realization of the digital and online ambitions of the clients and thereby contribute to increasing ease of use and investing in meaningful contact. Create and implement a structure and way of working that is focused on collaboration, collective responsibility for objectives, and maximum learning capacity.

Amsterdam, North Holland, Netherlands

• Operations and product manager for B2C and B2B products and platforms;• Improve and challenge workflows within large stakeholder group;• Qualitative and quantitative research to improve customer experience;• Drive KPIs, roadmap, revenue ($8M), site visits (12M), Customer satisfaction (95%+) and improve Net Promoter Score on Elsevier.com E-commerce;• Drive ecommerce revenue of Elsevier.com for product stakeholders: B2B and B2C• Insight driven product development utilizing analytics and data to inform and prioritize the road map.• Build an Inclusive, Engaged and Agile Team• Insight driven product development utilizing analytics and data to inform and prioritize the road map.

Amsterdam, North Holland, Netherlands

Deliver a strategic framework for management and exploitation of customer contact channels to key decision makers, enabling them to take decisions on which channels to use and how to best leverage the opportunities these channels bring. Along side that, coordinate and deliver projects aligned with improving the technology behind channels offered by Elsevier products. Explore and lead the exploration of additional innovations which can be combined with these channels to improve the customer experience, for example chatbots. Connect with senior decision makers in multiple areas of Elsevier's business as much as customer service agents, understand their needs and their customers, and drive forward developments. Successfully contribute to increased customer satisfaction and higher customer loyalty on the one hand, and increased efficiency and cost reduction on the other hand.Interim role with key result areas: channel strategy, innovation discovery, develop user stories for innovative technologies, coordinate innovation within the scope of the channel strategy, measure success, continuous improvement.

Amsterdam Area, Netherlands

Roll out a complex support model, including interviewing and hiring new staff;Create and roll out Contact and Channel strategy;Identify, create and implement a Customer Experience-based structure;Process analysis and improvement through Lean & Six Sigma methodology and tools to deliver strategic goals;Implement Continuous Improvement processes and effectiveness and deliver Lean Six Sigma training.

Amsterdam Area, Netherlands

As Continuous Improvement Management (CIM) Business Analyst in the Strategy and Operational Excellence team I am responsible for leading and implementing Operational Excellence (OE) and Continuous Improvement Management, strategy development and implementation, initiatives/projects to drive business improvements for global teams, under Elsevier Operations. Through strong process analysis and improvement using Lean and Six Sigma principles and tools I deliver strategic goals. First class relationship building and communication skills are essential as I engage with a range of stakeholder across the entire business. Key to success is the ability to partner across functions, divisions and geographies. Key areas in my function are:- Lean 6 Sigma culture, awareness and engagement by staff; - Project Management; Stakeholder Management & Communication; - Build an OE culture; - Drive best practices/techniques to ensure quality; - (Customer) Feedback Mechanisms, Idea generation & implementation, - Visual Management, - Structured Problem Solving Techniques and work on priorities identified through Balanced score card methodology; - Manage multi-function and multi-location process challenge and change programs; - Train, coach, mentor and assist individuals/teams on Six Sigma & Lean application.

Amsterdam Area, Netherlands

As Continuous Improvement Manager (CIM) I am responsible for leading and implementing Operational Excellence (OE) and Continuous Improvement Management (CIM), strategy development and implementation, initiatives/projects to drive business improvements in Elsevier Operations, specifically for Online Solutions Customer Services (GCS).

Amsterdam Area, Netherlands

In this double role I functioned as a customer service coordinator where I worked on customer needs to improve online products, processes and Elsevier's services. Simultaneously I was the project lead for a Service Process redesign in which I created the business model, strategy and formed, trained and shaped a new team in Oxford, England. In addition I took over the role of team lead for two months.

Philippines

Assignment to build a service organisation for e-commerce support for Elsevier's largest website Elsevier.com. Operational Excellence & Lean Six Sigma training and support.

Netherlands

Belgian Presidency of the Council of the European Union,Ministry of Foreign Affairs of the Kingdom of Belgium, Brussels, Belgium, June– December 2010 G20 Finance Ministers and Central Bank Governors’ meeting,Ministère de l’Economie, des Finances et de l’Industrie, Paris, France, February - October 2011 International Afghanistan Conference,Auswärtiges Amt, Bonn, Germany, November – December 2011• Diplomatic relations and protocol, together with the organizer; • Organization of the stay of ministerial delegations (bilateral meetings, press conferences); • Central player in coordinating teams through excellent time management and prioritization of tasks, communication and organization skills in a stressful and unpredictable environment; • Worked closely with several Heads of State, Ministers and European Commissioners (amongst others: Mr. De Jager: Dutch Minister of Finance, Mr. Ansari: Vice President of India, Mr. Karzai: President of Afghanistan).

Brussels Area, Belgium

• Diplomatic relations and protocol, together with the organizer; • Organization of the stay of ministerial delegations (bilateral meetings, pressconferences);• Central player in coordinating teams through excellent time management and prioritization of tasks, communication and organization skills in a stressful and unpredictable environment;• Worked closely with several Heads of State, Ministers and European Commissioners (amongst others: Mr. De Jager: Dutch Minister of Finance, Mr. Ansari: Vice President of India, Mr. Karzai: President of Afghanistan).

Floormanager for Campagna at Spaces (http://officespaces.nl/amsterdam/herengracht)

Work areas: Corporate Social, Responsibility, PR, Social Media, Crowd sourcing, launching Corporate Magazine

Director and editor Larinx, magazine student association Lanx, Amsterdam, the NetherlandsDirector, Editor. Leading and participating in integral process formation student magazine. Print: 5000 magazines.

Curator Actorum/ Secretary (oratorical association Het Wijsgerig Gezelschap Tao, Amsterdam, the NetherlandsManagerial function. Responsible for internal and external communication, protocol, archive.

Executive Mba, Marketing, Innovation & Technology

Master, Policy, Communication And Organization

Activities and Societies: Master thesis: Integral work at community Amsterdam. Organization advice for Amsterdam city service.

Bachelor, Administration, Management And Organization

Activities and Societies: Bachelor thesis: Differences and similarities in leadership between the public and private sector. Graduated.

Ba, Politics And Economics, Otto Suhr Institut

Activities and Societies: (Erasmus program) Focus on politics, statistics, communication and German language. Additional courses: European.