Luc Coussement's Location
Jabbeke, Flemish Region, Belgium, Belgium
Luc Coussement's Contact Details
Luc Coussement work email
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Luc Coussement personal email
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About Luc Coussement
Experienced, customer & ROI-driven senior manager, offering 30+ years of wide-array of transferable skills in customer Experience, change management, strategy & business development, organisation design, commercial & key account management, communications and change management towards various other industries.Absolute strenghts:- Customer Oriented Mindset - Emotional & Visionary Leader- People Manager- Change Facilitator & Negotiator - Professional Communication Skills - Inspirational Keynote Speaker and Networker - Creative & Entrepreneurial Attitude - Passionate, Energizing collaboratonAdded value: (see results in Experience)- Highly effective in developing commercial relations based on long term commercial strategy and in building solid network communities- Strong translation & implementation effectiveness of a Company vision and strategy - Emotional & collaborative leadership style, engaging top to basis with passion and ownership- Knowledgeable in Net Promotor Score frameworks, customer experience-implementation, change management, commercial negotiating and contracting, international leadership, project management- Inspirational keynote speaker and workshop facilitator- Multicultural sensitive aand experienced Manager active in an international environment over +35 countries with all size of teams and multiple nationalitiesEmail: luc@SeniorManagementServices.beMobile: +32 475 44 88 66 Customer Experience, Project Management, Customer Success, Commercial Management, Change Management, People Management, motivational presentor, experienced keynote speaker
Luc Coussement's Current Company Details
Luc Coussement Work Experience Details
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Algemeen ManagerPlan3D By VansteelandtJabbeke, Be
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Algemeen ManagerPlan3D By Vansteelandt Mar 2024 - PresentDeinze, Vlaanderen, België -
Executive General ManagerLuc Coussement Senior Management Services Oct 2021 - PresentBruges, Flemish Region, BelgiumMeet me on www.SeniorManagementServices.be -
Sustainable Development Strategic ConsultantLuc Coussement Senior Management Services Nov 2020 - Oct 2021Master Tours - Anders Dan Anders - TookuShaping the Sustainable development strategy and roling out a Sustainability framework and Compass
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General ManagerBv Barizza - Izidok Oct 2021 - Feb 2024Waregem, Flemish Region, BelgiumAs General Manager, I'm managing this Start-Up towards scalable growth and profitability, expanding beyond our Belgian boundaries and following a clear business strategy.
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Strategic AdvisorAbto - Association Of Belgian Travel Organisers Jun 2020 - Oct 2020Zaventem, Flemish Region, BelgiumAs independent Strategic Advisor, I ran a strategic project to unite the Belgian Travel Associations into one newly to create National Travel Association. Within the scope of my mission, I- reviewed and redefined the current strategy which resulted in a new Association strategy and strategic plan ensuring the future of the association- reshaped the organisational structure of the association making the organisational set-up lean and mean enabling to review the membership fees for all members- took up the role as external President and hence secured all ongoing representation, sector position of the association and active lobby tracks- actively represented the Association in several governmental lobby-tracks crafting support and rescue measures for our COVID-impacted travel sector - concluded my mission by the delivery of a detailed closing-paper, containing the full strategic and organisational plan -
President Of The BoardAbto - Association Of Belgian Travel Organisers Apr 2017 - Sep 2020ZaventemTogether with the enthusiastic ABTO team and a dynamic team of ABTO Board members ensure the voice and interests of our members in all travel sector related cases.Based on our strategic ABTO 2.0 plan, uplift our association towards a hyper representative, modern and efficient organisation.Association of Belgian Travel Organizers is a community for Travel Professionals, defending the interests of its members- Since 2017, took up the Presidency of this association, representing 85% of the Belgian Travel Organizers and representing 1,5bn€ turnover in organized travel (package travel arrangements)- During my presidency, actively managed to: -> Boost its relevance and representation for the Belgian Market -> Establish a diplomatic and political network to enable strong and stable lobby resulting in multiple realizations for the ABTO members and the whole travel sector -> Work on European level within ECTAA on lobby streams
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Tui Key Account DirectorTui Mar 2018 - May 2020Palma Based But All Over The World And Fully VirtualEstablish and farm a good commercial relationship with our biggest internal TUI clients, being the TUI Source Markets. Managing a 14 Million Guest-portfolio from a commercial point of view. Also to establish a future proof Commercial Model for our internal TUI Clients, providing full transparency and gouvernance on service delivery cost, tailored to the Market needs.Transformed internal Group matrix relation into commercial B2B framework through internal SLA’s, commercial plans and creating and implementing a “pay-per-use” model -
Customer Experience & Service Design DirectorTui Mar 2015 - Mar 2018EuropeIn this function I was accountable for designing, implementing and continuously improving the end-to-end customer experience related to Destination Services. Based upon consumer and competitor insights, together with my international team, I defined the end-to-end customer experience that will be delivered across all mainstream destinations. My function is critical to driving our differentiation strategy and future proofing our organisation.Activities & results:- Challenged existing organizational structures by creating the European service delivery for all TUI Markets- Designed state of the art Customer Service delivery for European travellers, based upon consumer research and Customer Experience principles- Taillored and implemented the Customer Platform solution based upon SAP-technology- Created the "follow-the-Smile" campaign and many other business principles e.g. Solve first, process later, Service Framework, transformation of "customers" into "guests", one team – one Smile, …- Hit a +8/10 Guest Satisfaction- lifted the NPS score from 35 to +65 - boosted the people engagement from 6 to 7,5- Ensured service delivery through +7000 colleagues, over +35 countries for 13,5mln Guests
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Director Customer ExperienceTui Travel Benelux Jun 2014 - Mar 2015Netherlands, France And BelgiumBringing the voice of our Customers into our Company. Through NPS methodoligy ensure optimal Customer Experience in all our Customer Touch Points. Securing that all processes, tools and skills follow our Customer Experience principles being; Consistent, Effortless and Engaging. Implemented Customer Experience KPI's, principles and methodology and optimized in all our focus area; Product, People, Digital&Distribution and Brand Strategy.Representing our TUI Travel Customer Experience Strategy Group and taking group-wide responsibility for Customer Experience in our One Mainstream Product portfolio.Realisations:- Created Customer Experience teams in Western Region (Fr-NL-Be)- Implemented Net Promotor Score in the Region and aligned with TUI Group- Achieved in 1 year +5 NPS for the Western Region
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Online Lead Tui BelgiumTui Jun 2012 - Jun 2014OostendeReporting into the Online Mainstream Director at TUI Travel PLC taking up the online and e-commerce responsibilities for our TUI Belgium holding. Driving our business towards online driven mainstream product selling by ensuring web site traffic growth, web site UI and Conversion ratio's. Strategic Management, including business plan & sales strategy development.Reviewing business structures and implementing an online driven mind-set in our existing businesses.
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Chief Digital OfficerTui Jun 2012 - Jun 2014Brussels / OstendLeading our TUI Travel Belgium holding towards a digital world was my challenge. As market leader and proud innovator in Belgian Tourism we want to become more than before an Online Driven Company. In this function, I challenged to inspire and motivate our Companies within our Belgian Holding so that we will position ourselves also in this field in pole-position.Officially appointed reporting into TUI GroupRealistations:-Design and shape E-commerce strategy and development on Group level, bridging and implementing into the Wester Europe Region- Reorganized e-commerce teams in each Western Europe region- Delivered state of the art web-design for Western Region boosting our online share > 50%, > 2bn €
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Distribution DirectorTui May 1999 - Oct 2012Ostend BelgiumAdding Call Center Director and e-Commerce Director to my previous function as Distribution Director.Managing and Leading 90 up 100 people.Realisations:- Shaped the Commercial Director Function and implemented an active Key-Account and Sales Management- Created and implemented the Commercial strategy and real time sales dash-boarding, commercial targets and commercial agreements with our B2B clients- Boosted our sales-mix to +50% exclusive products and aligned the B2B-commission model with our Companies strategy
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Distribution DirectorTui May 1999 - Oct 2012Ostend BelgiumResponsible for the Commercial Strategy of the Tour Operator Brands of Jetair NV.Reporting into the Jetair CEO and member of our Board of Directors.Holding an Administrator function within Jetair Travel distribution and Belgian Travel Network and holder of the Jetair Travel Distribution license.Managing and leading a commercial team (13 people)ensuring long term commercial relations with our own and 3rd party retail agencies. Translating our commercial and product strategy into key account agreements, sales actions, remuneration models, training programs and commercial back-office functions.Hosting every new season launch as key-speaker for our strategy and new product releases.Realisations:- Shaped the Commercial Director Function and implemented an active Key-Account and Sales Management- Created and implemented the Commercial strategy and real time sales dash-boarding, commercial targets and commercial agreements with our B2B clients- Boosted our sales-mix to +50% exclusive products and aligned the B2B commission model with our Companies strategy
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New Media Director Western EuropeTui Nov 2006 - Jun 2012Ostend BelgiumCoordinating Online strategy and web development in the Western Europe sector for TUI Travel PLC.This includes France, Spain, Italy, Holland and Belgium.Reporting into the TUI Travel Web Steering Board.Managing Web developments, coaching for sharing of best practices, creating critical and strategic web-kpi's and compliance towards our TUI Travel Online Strategy.Realisations:- Shape the E-Commerce strategy for Western Europe (NL-BE-FR-ES)- Create Western Europe Action plan and KPI dash-boards, reporting into the Western Region and the Group Board- Achieved full performance transparency and achieved 40% market share with aligned SEA and CRM campaigns- Established regional joint development plans and shared best practises on Search Engine Marketing, Usability and web design
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Call Center DirectorTui Jan 2005 - Jun 2012Ostend BelgiumLeading our existing Call center towards the challenges of the future. Creation of a new call center strategy, drafting up a blue print, design of a new call center structure & technology and rolling out our action plan. Very challenging change management project and ongoing management function.Realisations:- Redefined, reorganized and Implemented the Belgian call center- Reset of all definitions, SLA’s, Hard- and Software systems and reviewing the functions of +/-&50 Call centre collaborators- Supported a +35% growth with equal workforce, delivering excellent SLA KPI’s; SLA90 +80%, answered calls +95%, churn – 50% and people engagement +65%
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New Media DirectorTui Jan 2001 - Jun 2012Ostend BelgiumLeading and managing the e-commerce activities of our Tour Operator and retail activities.Creating and implementing of our e-commerce strategy. Integration of e-commerce as an extra sales-channel through-out the entire Company.Creation of a broad new e-commerce oriented mind set within all our staff. Managing and sponsoring e-commerce projects on an operational, strategically and technological level.
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Director AutovakantiesJetair May 1996 - May 1999Ostend BelgiumCreation and Start-up of the new self-drive product brand called Jetair Auto.Composition, from scratch, of the product offer, creation of a buying- and selling-team, the production of a seasonally brochure and creation of a reservation and contracting systems.The launch of this product was a real success! We doubled our target in the first year and we were contributive in the Companies result.Leading a starting team of 4 people up to 35 after a few years, my function also gave me the opportunity to contract internationally for our product range.This was my first step towards a higher Management function and was nominated as fix member of our Board of Directors.Realisations:- Created a new brand called “Autovakanties” and was appointed as Director- Achieved 35.000 clients in year one and achieved a positive P&L, hence contributing as per year 1 into our Companies results- Was responsible for production, commercialisation and logistical support of this business unit -
Special Events CoordinatorJetair Nv Oct 1994 - May 1996Ostend BelgiumThis function grew organically from my other function as Jetaccess Coordinator. I was responsible for the organization of all Special Events such as: brochure presentations, participations on travel fairs and others, special travel Groups with media or celebrities, educational trips and all special happenings related to our Company.This function enrolled the bases for our Media contacts and our Media Marketing activities and plans. A Marketing Manager took over this function when I moved on to my next challenge.Realisations:- Created a brand new media community from scratch- Organised all events and special (media) events for the company: product presentations, exhibition fares, educational trips and media trips with all big TV, Radio and media companies- Ensured maximal product placement, the based for the newly to be formed marketing department and many excellent media contacts- Ensured brand presence in each media channel 2 times 6 weeks per annum accompanying our peak season
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Jetaccess CoördinatorJetair Nv Oct 1992 - Oct 1994Ostend BelgiumCommercialization of the new Jetair reservation system for the Travel Agencies.Visiting and promoting, explaining and teaching of this new revolutionary bookings engine that was way ahead of its time. The success of this program gave Jetair all the required support for her commercial success of the following years. This function gave me a complete insight in our Travel agencies retail business and made me, next to the family Brackx, a new trusted spokesman of the Jetair Company.This was later used to form my Commercial team by creating a backoffice and Sales Agents to visit the Travel Agencies.It also formed my bases for my actual selling and presentation skills in Dutch, French and English.When I took on my next challenge this function was taken over by a Distribution Manager.Realisations:- Implemented an online reservation tool for the Company- First year 10% of client base joined and realised a share of 30% through online- In year 3 we covered 95% of all clients and 65% share of Turnover, enabling our company’s growth- 85% of all booking-queries went through this system, leveraging a huge efficiency effect on our call centre
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Jetair Representative In DestinationJetair Dec 1989 - Oct 1991Benidorm, Athens, Nea Makri, Porto Heli, Myconos, Creta, Zaventem And AntwerpHosting our clients in several destinations and forming the bases of my language skills of today (Dutch, French, English, Spanish and Greek): - February 1990 – May 1990 Benidorm - June 1990 – October 1990 Athens Mykonos, Porto Heli and Nea Makri - November 1990 – March 1991: Airport Brussels, Royal Tours Travel Agencies, Royal sleep Comfort busses - April 1991 – October 1991: Crete
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Helicopter SpecialistBelgian Air Force Jul 1985 - Nov 1989KoksijdeSpecialized in Helicopter Mechanic on Cell Structures as a non-commissioned Officer.
Luc Coussement Skills
E Commerce
Business Strategy
Tourism
Strategy
Change Management
Marketing Communications
French
Sales Management
Event Management
Coaching
Marketing
Presenter
English
Online Marketing
Product Management
Dutch
Sales
Tour Operators
Online Advertising
Online Travel
Leadership
Start Ups
B2b
Sales Operations
Product Design
Leadership Development
Global E Commerce
Spanish
Business Strategy Design
Strategy Implementation
Product Development
Business Planning
Sales Process
Budget Process
Project Planning
Project Management
Ms Office
Project Coordination
Operations Management
Strategic Leadership
People Development
Board Of Director Experience
Sales Presentations
Private Pilot
Instrument Pilot License
Frequently Asked Questions about Luc Coussement
What company does Luc Coussement work for?
Luc Coussement works for Plan3d By Vansteelandt
What is Luc Coussement's role at the current company?
Luc Coussement's current role is Algemeen manager.
What is Luc Coussement's email address?
Luc Coussement's email address is lc****@****tair.be
What are some of Luc Coussement's interests?
Luc Coussement has interest in Tourism, New Technology, People, Aviation.
What skills is Luc Coussement known for?
Luc Coussement has skills like E Commerce, Business Strategy, Tourism, Strategy, Change Management, Marketing Communications, French, Sales Management, Event Management, Coaching, Marketing, Presenter.
Who are Luc Coussement's colleagues?
Luc Coussement's colleagues are Kristof De Rho, Steve Van Den Bossche, Stefanie De Neve, Koen Van Der Weerden.
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