Remco Smit work email
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Remco Smit personal email
I am an impactful (interim) manager, with >20 years experience in improving customer experience & value in energy, ICT, utility, specifically in retail (Consumer/B2B). Consistent track record of delivering results in improving customer satisfaction, sales performance and loyalty -while reducing costs- in highly challenging commercial environments. Good at building fact-based successful customer-oriented teams, focusing on value creation ‘triangle’ (customer, employee & company). Corporate maverick/entrepreneur with natural ease in building and developing relationships, energetic, can-do mentality. Focused on motivating & inspiring people.Customer Experience Strategy, Change Management, Customer Service Management, CX-design, Customer Journey Design, CES, NPS.
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Head Of Guest ServiceLandal GreenparksUtrecht, Netherlands
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Head Of Guest ServiceLandal Greenparks Oct 2023 - Present -
Head Of Guest ServiceRoompot Dec 2020 - Present -
BestuursvoorzitterMeneer Monster Jan 2020 - PresentUtrecht -
OwnerCustomer Physics Feb 2009 - Feb 2021Physics is the science of matter. Customer Physics is the science of customers that matter. Specialized in creating value through NPS measurement and management whilst killing the customer satifaction myths.
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European Director Cx Europe A.I.Rentokil Initial Apr 2018 - Mar 2020EuropeResponsible for creating the European Customer Experience strategy which was previously non-existent Leading the transformation from local customer service operations and back-offices into one regional value centerAdding value in the supply chain by integrating service delivery planning and digitizing customer touchpoints including chatbots and myrentokil (improving order to cash)Lead the transformation from a manual “voice of the customer” program into the digital metrics program creating data driven performance management -
Directeur Klantcontactcentrum A.I.Coöperatie Dela Mar 2017 - Mar 2018Eindhoven Area, NetherlandsAfter 2016, in what has become known as “the perfect storm” within DELA’s customer operations in which NPS had dropped dramatically, employee turn-over was at an all time high and costs increased, I developed a program for DELA which included:• Re-define Customer Experience strategy.• Re-organize supply chain responsibilities such as customer communication, product development and retention programs.• Integrate all customer focusing departments and staff, processes and people into one “Customer Operations”. • DELA has been awarded “best Dutch employer” in 2018 and 2019 and 3rd best European employer in 2018 by Great Place to Work. Half of the employees within DELA work in Customer Operations. • Goals on NPS were exceeded and +40 in 2018 • Costs were reduced with 2M annually -
Interim Manager Learning & Interaction CenterEneco Jul 2014 - May 2015Rotterdam Area, NetherlandsHead of Learning. Restructuring the existing training department into a High Impact Learning work environment. -
Interim Manager NpsKpn Jun 2009 - May 2012Increasing NPS scores with more than 25 points -
Interim Manager Customer ContactAbvakabo Fnv Jan 2009 - Aug 2010Impelenting QM, Quality Management, Increasing average member loyalty with 6 months. -
Manager Customer ExperienceUpc Sep 2004 - May 2009Responsible for quality policy, quality concepts, quality control and complaint management with regards to customer experience. Within that role amongst other things, developed and implemented the "WOW" methodology. Resulting in improved customer satisfaction and transparency in the value chain. Implemented and developed KPI's such as First Contact Fix (which is NOT first call resolution) and succesfully pioneered with NPS & CES. -
Business ManagerNewtel Essence B.V. Jun 2002 - Aug 2004Responsilble for the Customer Experience Management (CEM) portfolio including quality improvement programs for customer care. Program manager for Quality Improvement Programs at: Vodafone, ING, Mondial Assistance, Bouwfonds, etc... -
Founder & Managing DirectorEffecta 2001 - 2002Management Buy Out of the training and consultancy department at Avaya -
Manager Training & Call Center ConsultancyAvaya 1997 - 2001 -
Supervisor/TrainerHcn 1995 - 1997
Remco Smit Skills
Frequently Asked Questions about Remco Smit
What company does Remco Smit work for?
Remco Smit works for Landal Greenparks
What is Remco Smit's role at the current company?
Remco Smit's current role is Head of Guest Service.
What is Remco Smit's email address?
Remco Smit's email address is re****@****sics.nl
What are some of Remco Smit's interests?
Remco Smit has interest in Politics, Environment, Poverty Alleviation, Science And Technology, Human Rights, Arts And Culture.
What skills is Remco Smit known for?
Remco Smit has skills like Customer Experience, Change Management, Crm, Call Centers, Contact Centers, Management, Coaching, Customer Satisfaction, Management Consulting, Process Management, Call Center, Program Management.
Not the Remco Smit you were looking for?
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Remco. Smit
Business Development Director @ Squadra | Data Management, Digital TransformationAmsterdam4gmail.com, pollen.vc, gmail.com, star-arcade.com4 +316467XXXXX
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Remco Smit
Amsterdam5live.nl, deloitte.com, purac.com, corbion.com, corbion.com -
Remco Smit
Netherlands -
2imation.com, jmatek.com
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