Nicole Van Den Heuvel Email & Phone Number

Amsterdam, Nh, Nl

Haarlem & Arnhem

Accountabilities Remeha customer eXperience centres: Financial Profit & Loss including funnel and people management. Create redundant processes to expand cXc network. Build strategic partnerships with government, business partners and commercial organisations. Provide reliable customer experience focused on sustainable solutions.Accountabilities Strategic Program Customer Intimacy: Build way of working acting on customer insights both within running as changing the business. Chain control from PDCA cycle to implement improvements. Manage customer perceptions. Build a customer focus culture in close alignment with Benelux Managing Director.At Remeha, we believe that every change starts small. And that together we make a difference for a better living environment. By inventing new things and innovating. We invent, design and make indoor climate solutions that contribute to a more sustainable living environment today. Products that contribute to your comfort. And are increasingly economical and smart. That is what connects us and gets us moving. Because what starts small can change the world.

Apeldoorn, Gelderland, Netherlands

Accountabilities Customer Intimacy Strategy: Manage international project team (13 countries) to measure and analyse customer experience to effectively build continuous improvement inline with BDR Customer Intimacy Strategy. Manage yearly execution of top 3 focus areas including stakeholder engagement via RASCI. Coach senior management on customer intimacy and the return on investment of loyalty.  Deliver customer insights for sustainability and digital innovations. Advocate on effectively manage customer perception. Delivery of Residential Customer Journeys, including customer objectives and alignment with business processes. Delivery of Customer persona’s, including impact on product, business process and digitization decision. Customer experiences platform - using specialized AI to uncover insights, prioritise actions that drive results, and empowers everyone to improve customer and employee experience outcomes. Business intelligence focused on energy transition.Thermea Group is a world leading manufacturer and distributor of smart thermal comfort solutions. The company employs more than 6.000 people, and operates in more than 100 countries worldwide, with a leading position in Europe, North America, Turkey, Russia and China. BDR Thermea Group is the parent company of renowned international brands including De Dietrich, Baxi, Remeha, Brötje, Chappée, and Baymak. BDR Thermea Group is headquartered in The Netherlands.Website: www.bdrthermeagroup.com.

Amsterdam, North Holland, Netherlands

CXcore stands for customer experience at its core. Whether your goal is Operational Excellence or Customer Centricity, it must be authentic to whom you are as an organisation. The desired customer experience must be traceable to the core of branding, purpose, customer promises and your culture. CXcore is my Consultancy and Interim organisation, the core is customer centricity. With a study in hospitality, this is of importance for both my business and private enjoyment. With an extensive experience in Customer Experience, Service and Sales, I'm convinced that customers contribute to the success of the organisation at the core.I’m always open for conversation about optimizing Customer Centricity within your organisation. Call me on 06-14662849 or send me a DM.

Cappelle

Accountabilities: Managing 3 Business Partner Outsource projects with a total annual revenue of EUR 9 mio and more than 400 (in)direct fte. Business development and delivery of End to End Customer Services, ensuring innovations and deliverables contribute, support and add value to business strategies and objectives of Business Partners.  Achievement of Business Partners qualitative and quantitative KPI’s and contractual obligations. Responsible for the overall performance, profitability and Employee / Customer satisfaction. Creates and maintains up to date Service Delivery policies and procedures. Talent Management of direct reports.  Create smart working environment; Challenge the status quo and learn from the best within a culture where ownership and trust are key. Support the continuous improvement of the standard frameworks and implement new solutions for digital and human solutions.About Engage:Engage puts the dialogue with the customer at the heart of the organization. Engage makes every contact easy, personal, and valuable by connecting the right people, technology, and data. Engage is all about personal and valuable customer contact. We subsequently deploy our Conversational Intelligence method to analyze all the customer interactions of our partners. Based on the results of this, we identify concrete improvements for the entire chain and customer journey.

Amsterdam

Time to redefine and refocus. In Corona time nothing is more important than family and health. Therefore I have spend my time with my parents, my 2 great girls and partner. All the odd jobs in house that still had to happen are done. This is how we made this crisis a very intimate period. At home we speak of a pre and post color scheme.

Utrecht Area, Netherlands

Spearhead customer excellence programs to identify right balance between ultimate customer centricity, commerce and quality of products/services. Execute processes to increase business performance and optimise customer experience. Create service design and customer life cycle management processes for B2B activities to manage customer excellence programmes. Participate in projects to improve customer journey, customer share of wallet, and profitability. Serve as a key member of B2B business and digital transformation team to design service concepts, design principles & CX strategy aligned with our B2B Strategy. Interact with management team to deliver expert advice on continuous improvement. Introduce NPS Ambassadors to actively contribute CXP programs. Develop a framework for productive collaboration between Marketing, CXP Program and Chain Management.

Utrecht Area, Netherlands

Responsible for cultural change management, program management and customer excellence programs. For active management on the right balance between ultimate customer experience, commerce and the quality of our products and services. Responsible for the development and professionalization of quality management, NPS implementation and optimization within Ziggo Business.

Utrecht Area, Netherlands

Cultural Change en Programma Manager t.b.v. Customer Excellence programma's. Verantwoordelijk voor het ontwikkelen en professionaliseren van het kwaliteitsmanagement, het customer excellence programma en end-to-end keten management binnen Ziggo Zakelijk. Initiëren en coördineren van activiteiten die de processen en de klantbeleving over alle betrokken afdelingen doorlopend verbeteren. Quality Program Manager B2B valt onder B2B Strategy.

Nieuwegein

Ferment Management is one of the largest national customer experience consultancies. Ferment Management stands for the professionalization of customer contact, they support relations with the development or optimization of all aspects of the call center / customer contact operation and the positioning of the call center / service center in the organization and the market. Ferment Management works with proven methodologies and uses a pragmatic, no-nonsense approach.I was responsible for the entire sales, marketing, and communication operations and organised assignments for consultants’/project managers to add value and achieve healthy margin.As a consultant managed several projects for (non) profit organizations to optimize the customer experience and to organize customer processes more efficiently.

Amersfoort

Webhelp brings together passionate, fun-loving people and gives outstanding services, from customer experience, contact centre, payment, enterprise and moderation to software solutions, data analysis and back office support. Behind every service is a team of expert customer experience people.Implemented customer processes to enhance sales of various branches. Formulated and executed sourcing strategy for customer contact by advising clients on strategic, tactical, and operational level. Identified and translated trends into TCO driven solutions. Managed RFP’s and public procurement by advising on sourcing strategy, managing the customer lifecycle, answering the tender, advising on customer approach. Presented solution to DMU through utilisation of creative multimedia means. Led customer service teams and implemented effective plans to create reason of purchase for business profitability.

Schiphol

Direct sales activities for strategic customers and Tier 1 media agencies. Ensure achievement of revenue and share goals. Manage projects, attaining targets while focusing on thought leadership and staff development. Coordinate communication involving MS Advertising and online media.Develop a strategic plan for clients their percentage of the online media budget. Program focused on: ‘is it a Microsoft thing, or a market thing?' and focus on biggest competitor.

Amsterdam, North Holland, Netherlands

Directed key account relationship with ABN Amro en ING, achieving sales and resource targets for the unit. Recruited new interim professionals, developing, motivating, and placing in appropriate positions, leading annual planning.

Diemen

Managing team of Account Managers, Business Consultants, and Support. Ensuring achievement of sales targets for monthly revenue and new business. Coaching and challenging team in strategic account management. Coordinating commercial and operational escalations. Collaborating with management team to focus on business market. Provided situational leadership.

Amsterdam

Project Manager (2004–2005): Developing Multichannel sales approach for Business Market and Transaction Selling, decreasing cost per sale and increasing commercial power. Reported on progress to KPN management team. Managed daily activities of pilot sales teams, representing different competencies.Account Manager, Major Accounts (1998–2004): Managing sales activities involving corporate clients within sector of FMCG, industry, RTL, and knowledge providers, focussing on consultative selling. Lead sales of ICT-wide solutions (voice, data, mobile, and outsourcing). Wrote account and industry plans. Established new hire plan for Account Managers, including coaching and support.

Amsteram

Managing sales involving global corporate clients and travel agencies, creating multi-year agreements and up-selling across different hotels. Created annual sales strategy for department. Achieved customer lock-in. Provided international account management and supervised trainees.

Certificate, Agile & Scrum, Scrum Master

Scrum is an Agile approach - a more effective and flexible way of working - that makes it possible for a team to deliver projects.

Orange Belt, Lean Six Sigma, Orange Belt

Methodology for improving processes where employees and customers are central. Lean Six Sigma offers you a "toolbox" full of tools.

Certificaat, Design Thinking, Certificaat

Activities and Societies: Design Thinking is a way to realize optimization with the most important goal: to improve customer experience..

Certificaat, Customer Excellence

Activities and Societies: www.superpromoteracademy.comThe Superpromotor Academy puts the focus even more on Customer Excellence..

Copc Registerd Coordinator, Customer Operations Performance Center (Copc), Is Een Internationaal Toegepast Besturingsmodel, Ja

Activities and Societies: COPC certification is the recognition in the industry for customer experience operation. Gives an assessment.

Bachelor'S Degree, Marketing

Activities and Societies: Amphitryon

Yes, Atheneum

Atheneum A