Nick Dop ❖ Email & Phone Number

South Jakarta, Jakarta, Indonesia

Dedicated to customer happiness and bottom-line impact. Using pragmatic user-centric strategies to achieve business growth and reduce unnecessary customer contacts.

Rotterdam, South Holland, Netherlands

Building Chainalytics Labs to help DIY investors build & optimize their long-term crypto portfolio with data-driven confidence. Deconstructing the WHICH and WHEN when it comes to buying and selling crypto.

Greater Jakarta Area, Indonesia

Increasing customer happiness & reducing customer contacts through building seamless and amazing end-to-end product experiences.Working closely with the Tribes to identify ways to add real value for our customers and continuously improve our Customer Experience (CX and UX). Building and improving our products and services to create end-to-end experiences our customers love and increase business value and profitability. Ingraining customer-centric entrepreneurship based on data into all corners and edges of the organisation. Bukalapak was founded with the singular mission of empowering Indonesia through digital technology. As one of the top (unicorn) online marketplaces in Indonesia, with tens of millions of visitors monthly and several trillion IDRs ($3B+) in annualised GMV.

Rotterdam Area, Netherlands

Responsible for everything related to returns and repairs organised into four different departments (100+ employees in total) which specifically touch the online and offline returns and repairs customer journey. End-to-end responsibilities include: returns reduction, returns and repairs policy, online returns and repairs journey, operational processing of returns and repairs in two warehouses and all repair centers, service agreements with 1200+ suppliers and big brands, and Coolblue Second Chance products.Coolblue is a $1B+ (unicorn) best in class e-commerce company in the Netherlands and Belgium with an obsessive focus on customer experience. When you sell and ship millions of products, you will also be confronted with a lot of returns and repairs. Whenever a customer wants to return a product or to get a product fixed, we make sure this is a pleasant, logical and seamless experience and that everything is well-organized in the background.

Rotterdam Area, Netherlands

Responsible for all customer journeys and the customer journeys team. Representing the customer in every internal discussion and decision making process is a high priority within this role. It is of great importance that with every potential change made to the website or any type of process, the effect on the customer experience is considered. Basically making sure that customer satisfaction and bottom line are of equal importance.An obsessive focus on customers and everything for a smile. That's what Coolblue represents and what the customer journey specialists fight for every day. The right type of coaching and challenging of the customer journey specialists makes sure they thrive at improving experiences for our customers.

Rotterdam Area, Netherlands

Responsible for Coolblue Tweedekans. This department optimizes the yield of returned products. These products are as good as new and deserve a second chance ('tweede kans'). After being fully tested and checked they are sold across multiple channels, among which are Marktplaats.nl and Coolblue's own shops. The main goal was to optimize the yield of these products by taking into account time-to-sell, discount, price of new product at Coolblue, price of new product at competitors, sales channel, stock age, state of the product, price elasticity, exposure and all costs involved with reselling the product (packaging, shipping, storing, marketing etc.).Coolblue has hundreds of webshops, sells over 40.000+ different products and has one clear goal: making customers happy. As an online retailer Coolblue is also confronted with product returns. Most of the products are returned within 30 days (the 'cooling down period'), however Coolblue has the policy not to sell these products again as new, but as Coolblue Tweedekans product. These products are as good as new, but can be bought at a discount.

Rotterdam Area, Netherlands

Responsible for determining the right products to cross sell with other products to increase the customer's total product experience and Coolblue's profitability simultaneously. Responsible for cross sell at over 300+ products groups and 7.000+ products within the biggest Business Unit (IT) at Coolblue. Product groups include: laptops, desktops, monitors, tablets, printers, routers, domotica etc.Based on our BI tools data and close collaboration with team members from other disciplines (product specialists, buyers, conversion managers), I determined which products are best to cross sell with other products in our webshops and physical stores.Another part of this role was to pioneer and come up with more effective ways to do cross selling online and to coach new cross sell specialists.

Rotterdam Area, Netherlands

Responsible for the product assortment, webshop navigation and logic, conversion and cross sell of three webshops of Coolblue: RouterCenter, MediacenterShop & IPcameraCenter.

Hoorn

Wisher Concepts is an internet marketing agency that helps its customers (SMEs) to get the most out of their business.

Amsterdam Area, Netherlands

Responsible for all online marketing efforts at Fietspunt.nl, one of the biggest webshops in The Netherlands for bicycle parts and bicycle accessories.

Amsterdam Area, Netherlands

Picked up several projects within the Services team including email marketing, data analysis, marketing campaigns, and optimizing customer service activities.Involved in the launch of two big projects: Marktplaats Gebruikersjury and Marktplaats Klussen. Marktplaats Gebruikersjury is a platform on which professional service providers can submit disputed reviews. It was the first deployment of the eBay Community Court architecture in Europe. Marktplaats Klussen is a total redesign of the services directory model of Marktplaats, making it a demand-driven instead of a supply-driven business model.Marktplaats.nl is the largest online P2P marketplace in The Netherlands with 1+ million unique visitors per day.

Master, Business Studies

Master thesis subject: Drivers of Buyer Satisfaction at Online Marketplaces for Services

Bachelor, Business Studies

Bachelor thesis subject: E-loyalty at Webshops