During my sabbatical break, I spent my time helping out loved ones, spending time with family and friends, making some trips, learning to wing foil, doing voluntary work and making new friends.

Spotler originated from a merger of Blinker and MailPlus in 2017. Spotler is a Software as a Service (SaaS) company, specializing in the development of email marketing software for the B2B market. As a member of the Management Team, holding the position of CCO, I was responsible for overseeing the overall customer experience. Working collaboratively with my teams, I managed and optimized all customer processes to enhance both customer satisfaction and retention. I led four diverse customer teams (around 25 FTE), including Customer Success, Professional Services, Support and Customer Education. During my term, we managed to keep the ARR churn below 10% and maintain the Customer Satisfaction Score (CSAT) above 96%, year after year.My primary responsibilities included the following:Monitoring Customer Satisfaction and LoyaltyEnsuring customer satisfaction and cultivating customer loyalty.Implementing Customer ProcessesDeploying effective processes and systems to ensure a seamless customer journey from the start.Facilitating Customer CommunicationLeveraging various communication channels to engage users and gain a deeper understanding of their behavior and needs.Understanding Customer DynamicsAnalyzing customer data to gain insights that enhance the overall customer experience.Generate ReportsProviding regular executive reports, summarizing performance and progress, covering key factors such as customer satisfaction, cancellations, and churn.

In my role as the manager for these two teams, I took charge of delivering successful project outcomes and ensuring customer satisfaction. Throughout this period, I introduced the adoption of the KANBAN methodology and implemented robust monitoring along with monthly reporting processes.

As the team manager of this new team, I was responsible for customer retention. Almost from the beginning, I implemented a new CRM system to gain better insight into the dynamics of our customer base. I defined various tiers, each with its own treatment. I conducted numerous churn analyses and established monthly reporting.

Responsible for the setup, management, and optimization of cross-channel direct marketing campaigns. Within this role, I specialized in online and email marketing campaigns. I created project descriptions, developed functional designs, and led the project team. My primary client was Vodafone Netherlands.

Responsible for the daily execution of multichannel campaigns and the operational collaboration between the client and the internal organization. I guided the communication processes established by us for the client, supervised external vendors, and prepared projects.

AtoBe Mobile Solutions developed mobile communication solutions for the Dutch market. In addition to maintaining relationships with existing clients, I worked on expanding connections with new accounts.

I was responsible for drafting project plans and implementing web applications within specified constraints. In addition to leading project team members, I maintained close communication with clients. I provided substantive support in areas such as technology, user-friendliness, and interaction. I developed the functionality and design of various mobile web applications, including those for Schiphol, Funda, and ABN AMRO bank.