Pamela Smit Email & Phone Number

Amsterdam, Nh, Nl

Variety of activities, projects and clients, helping the transition to a more sustainable, just and regenerative world. Some roles: * Projectmanager * Communications Lead * Communications & Social Media manager* Content Production

Planning and executing communications strategy and activities for several EU Horizon funded Projects focused on innovation, sustainability and gender equality

Collaborative Business Innovation Consultancy startup to accelerate positive impact, sustainability and climate action in organizations* Research and development of overall business strategy, value propositions and marketing communication* Leading and participating in design sprints and strategy sessions, facilitating workshops with multiple stakeholders to develop product roadmaps for business and product strategy, innovation, and process improvement * Co-creation of several digital products and content: website, online course, E-book, several articles and social media* Hosting monthly online "Sustainability Sessions". Interviewing speakers and facilitating group exercises

Den Haag

Strategy development & Implementation * Clarifying Business Purpose & Why * Customer / user persona mapping* Customer journey & touchpoint mapping* Brand & Marketing Strategy * Content strategy development & Creative Concept creation* Events, conferences & trade exhibitions; development, management & production Workshop facilitation & inspiration sessions: * Business strategy, design thinking, brainstorm sessions, Social entrepreneurshipImplementation & Production: * Projectmanagement* Coordination photo & video productions* Copywriting, Copyediting & Proofreading various media offline & online (Dutch & English)* Translations Dutch to English & English to DutchRoles: * Marketing & communications consultant / manager* Projectmanager Marketing, Digital & Communications* Projectmanager Go to Market

Rotterdam Area, Netherlands

* Cross-channel service & loyalty customer communication: Mail, Email, Web, Chatbot, App* Development of retention campaigns & communication* Optimization of several customer journeys and underlying business and tech processes based on data to improve customer service. KPIs 10% call rate reduction and churn <2%

Rotterdam En Omgeving, Nederland

Joined the team while they were just shifting to Agile way of working. * Assisting Product Owner in this transition with change management & team development; clarifying goals, setting up initial backlog, facilitating team sessions* Customer Journey mapping for several processes and identifying points for improvement* Creation and development of cross-channel campaigns and ongoing communications for loyalty & service communication * Copywriting and copyediting for various media

Rotterdam Area, Netherlands

Project SchoonSchip: Overhaul of all written service communication across the organization; optimizing customer journey as well as content* Customer journey & touchpoint mapping* Process facilitation for content development* Change management & stakeholder collaboration

Alphen A/D Rijn

* Strategy & Development of user experience and content marketing for online consumer platform www.mooiwatbloemendoen.nl / www.funnyhowflowersdothat.co.uk* Collaboration in cross-functional team for brand development of overall Flowers segment* Formulate objectives and KPIs; brand strategy & management cross-channel translation, developing customer journeys and online personas* Translation into multi-channel content strategy and plan; coordinating content development & production (photo, video, copy)* Collaboration with innovation agency for the development of new propositions and business opportunities; focus on business, creativity and customer insights.

The Flower Council of Holland stimulates demand for flowers and plants in several European countries, by communicating about flowers and plants, and by uniting the horticulture sector.* Brand, marketing and communications strategy development for various product segments within flower & plants category (i.e. Chrysanthemums, Bromelia, etc.) * Campaign development, coordination and projectmanagement* Stakeholder management across supply chain and distribution channels* Managing and coordination of cross-functional teams; webdevelopment, designers, copywriters, etc

ICTU e-Government for Citizens program (commissioned by the Ministry of the Interior and Kingdom Relations)Project to improve government services, in which municipalities become the first point of contact for questions to the government. The aim is to provide faster and more understandable, but above all the correct, answers through different channels. This requires a switch from organization-oriented to customer-oriented thinking at municipalities.* Brand guidelines and corporate identity manual, drawing up annual communication plan* Development of various communication materials and activities* Advising municipal project leaders on brand guidelines and use of communication tools

Junior Management Consultant. Areas of interest: Innovation, Customer experience, Marketing, B2C, Change management, Process optimization

KPN was the first to experiment with fiber optics in The Netherlands, in several pilot areas. I was responsible for the full supply chain of these pilot project areas. * Streamlining and improving customer service processes and the customer experience. * Managing customer journey; preventing and solving bottlenecks; implementing changes at involved customer operations departments.When the pilot was cancelled, customers needed to be transferred. As project leader I was responsible for transferring customer base to a new fiber optics proposition and technical delivery procedure. Drawing up project plan and planning; Managing cross-functional team; marketing, IT, technology, contact center. Result: 80% transferred in six weeks. Overall 98% customer retention.

7+ years experience in customer-facing, operations, customer service and hospitality roles.Mostly in luxury hotels & Michelin star restaurants, in corporate offices, and at events and trade exhibitions. * Operations manager* Marketing & sales for groups & events* Front office and concierge* Hostess, receptionist and phone operator* Waitress, bartender, baristaSome highlights: * Assistant operations manager at Flinstering, the restaurant that won the Dutch reality television show "Mijn tent is top" by celebrity chef Herman den Blijker. Setting up and streamlining work processes; daily coordination of the restaurant and waiters. All while on a competitive tv-show. A very special experience. * Assistant General Manager at Restaurant Chocolat & Bliss Boutique Hotel. Acting as the right hand of the owner. Supporting daily operations, reservations, and administrative tasks.* 6 month internship at Gran Hotel la Florida in Barcelona. Rotating through several departments.

Executive, Business Sustainability

• Sustainability challenges and opportunities • The business case and leadership for action • Regulatory environment and international.

Master In Business Innovation & Customer Experience

Master thesis "Reinventing Sheraton" Advisory report proposing a new value proposition & brand identity for Sheraton Hotels, based.

Bachelor Of Business Administration

Focus: Marketingstrategie, Merkontwikkeling en Klantbeleving Afstudeerscriptie in de vorm van een exploratief onderzoek, met als resultaat.

Agile Foundation

Online Marketing, Social Media & Contentstrategie

Prince 2 Foundation, Project Management

Italiaans

Drie maanden intensieve taalcursus in Siena.