Robert Kunen Email & Phone Number

Schiphol, North Holland, Netherlands

• Leading sales, customer service, and operations teams across 8 European markets, including the Benelux and France, with a team of over 400 employees. • Responsible for commercial strategy, market growth, and operational excellence across the region, driving cross-functional collaboration and fostering innovation. • Supporting the Cargo business with key customer relationships, stakeholder management, and ensuring alignment with overall business objectives. • Managing revenues, costs, delivering on budget targets, while enhancing operational efficiency and driving customer satisfaction.

Schiphol, Schiphol-Oost, Schiphol-Skypark, North Holland Province, Netherlands

• Spearheaded the digital transformation of AF-KL Cargo’s customer service, redefining the service strategy and launching the myCargo digital platform, which significantly boosted online bookings and customer engagement. • Created a long-term vision and roadmap for digital innovation, leading API integration to connect with customers and third-party platforms, ensuring seamless interaction across the value chain. • Led a global team, with direct oversight of central employees in distribution, claims and digital innovation, functionally responsible for over 650 customer service employees worldwide. Drove significant improvements in operational efficiency, customer satisfaction, and service delivery.

Schiphol Area, The Netherlands

• Responsible for global customer service operations, including inside sales and back-office functions, ensuring world-class service for key accounts and stakeholders. • Focused on process innovation, digitization of the customer journey, and seamless integration of digital tools to enhance customer experiences. • Managed a global team with a strategic focus on optimizing commercial processes and customer interactions.

Amsterdam Area, Netherlands

• Overseen the cockpit crew manpower planning chain, including crew planning, crew assignment and crew tracking in KLM flight operations. Besides the crew planning activities, responsible for crew support, health and absenteeism of the flight crew and rostering for ground staff.• Implemented HPO reorganization, migrating to a single department covering the crew manpower planning chain from 3 years prior to until to the day of departure, re-establishing engagement of the team members• Finalized the implementation of mixed crewing for B777/B787 aircraft• Piloted a number of projects: e.g. CrewBid, a system allowing crew control over their roster, and Simplex, a system to optimize simulator planning. Followed-through the implementation of automated rostering (Carmen)

Amsterdam Area, Netherlands

Responsible for the Cargo Revenue Management department of Air France, KLM and Martinair Cargo based in Schiphol, the Netherlands. Managing a team of 3 Area Revenue Managers, 3 Strategic Flight Analysts and 22 Flight Analysts. Achievements:• Implemented Cargobus stage A; the revolutionary Revenue and Inventory Management system AFLS (Accenture Freight Logistics System)• Leveraged capacity utilization by using stochastic modeling and big data techniques to forecast booking behavior to steer overbooking process

Hong Kong

Responsible for the cargo activities for Air France, KLM and Martinair Cargo in Hong Kong and Southern China, managing a team of 23 commercial and operations staff in 2 locations and an annual all-in revenue of € 140 million for a production of over 50 thousand tons of (export) cargo. In charge of sales, marketing, customer service and flight operations for freighter activity and cargo activity on passenger flights from Hong Kong, Guangzhou and Xiamen.Achievements:• Managed the integration of the local Air France-KLM Cargo and Martinair Cargo organizations, capitalizing on synergies, reducing staff and cost• Reduced freighter footprint in China while maintaining customer loyalty, safeguarding our position by smartly developing interline connectionsDuring my time in Hong Kong, we have gradually reduced full freighter activity between Europe and Asia following our strategic choice to reduce exposure to economic downturn. My challenge lied in maintaining our customers loyalty and support, finding efficiencies in my team in a continuous effort to reduce cost, while capitalizing on the opportunities in the market with smart pricing and capacity utilization. It was a huge opportunity for me to be part of the compelling Hong Kong airfreight marketplace in a challenging time.

Stockholm, Sweden

Responsible for the cargo activities for the Air France-KLM group in Sweden, Denmark, Norway and Finland, managing a team of 44 commercial and operations staff in 9 locations, an annual all-in revenue of € 100 million for an annual production of over 50 thousand tons of (export) cargo.Achievements:• Managed the integration of the local Air France-KLM Cargo and Martinair Cargo organization, reducing the number of locations, staff and cost while growing share and turnover and keeping the teams engaged• Migrated to a new sub-hub setup in Malmö, aligning processes for the three airlines and reducing cost

Paris Area, France

Functionally responsible for the cargo customer service processes and activities in the 45 stations in the area, mostly operated by Air France only, not by KLM.Achievements:• Established and executed a road map to build CSO in an area where the (Air France) teams were unfamiliar with the CSO concept, establishing coherent CSO processes worldwide (Model Office concept)• Co-piloted the ROCFRET project, establishing a support team in the CDG cargo hub to provide service on operational issues for transit shipments

Amsterdam Area, Netherlands

Manager of a Sales Development & Analysis team of 7 staff, located in Amsterdam and Frankfurt. Deputy to the Director Benelux and to the Director Northern & Western Europe, responsible for sales support activities for the sales teams in the Benelux, in Germany, in UK and Ireland and in the Nordic. Achievements:• Leveraged the pricing practice by developing and implementing the MFO concept and supporting tools and structuring ad-hoc pricing process• Making the first steps in the integration with Air France Cargo by animating various working groups on pricing and revenue management subjects

Amsterdam Area, Netherlands

Responsible for a range of projects defining and implementing KLM Cargo's revenue management practiceAchievements:• Developed and implemented tools to embed the shipment contribution check versus entry condition in the booking process• Developed RM intelligence enabling insight in profitability of flows and stations, enabling restructuring of area Europe

Amsterdam Area, Netherlands

Revenue Analyst in the Planning and Analysis team of Revenue Management North Atlantic, providing recurrent RM reporting and ad-hoc analysis.Achievements:• Automated and improved existing RM reporting for the Joint Venture sales on North Atlantic routes• Ad-hoc analysis on business cases liaising with Network Planning

Amsterdam Area, Netherlands

Application developer in the Visual Load Control (VLC) development team, responsible for the design and development of a Windows-based load control application, designed to produce flight summary, load-instructions report (LIR), loadsheet, NOTOC and Loadmessage (COPAM).Performed requirements management, global and detailed design, project planning and time management for the various releases, and system testing. Worked closely with end-users and with programmers for detailed design. My job also involved programming and database design.Developed IT skills (UML, component based development, Visual Basic, SQL Server, ...) and analytical skills, as well as profound knowledge of the ground handling process. In order to obtain this knowledge, I have worked side by side with load controllers in Flight Operations (KK) at Schiphol Airport.

Amsterdam Area, Netherlands

System Analyst in the Flight Business Systems department of Information Services.Development and maintenance of the KLM flight planning system and related systems. My role as a system analyst consisted of writing project assignments, deriving functional specifications of modification projects and development projects, and project planning for these projects. Some of the projects I carried under my responsibility were:• Route Analyzer; an ESSBASE based management information system for analyzing ATC related delays.• Flight Advisor; a Windows based application that advises which flights to cancel in case of technical problems with an aircraft that prevent the aircraft from flying.• Acars; implementation of a new mainframe based Acars “post office” in the flight planning system.

Delft Area, Netherlands

Adviesbureau Kojac is a student managed company. At the time, its main activities were supplying courses in computer applications and programming software on request, as well as consulting and supporting companies on automation issues. The company was run by five students and had a pool of about fifteen freelance teachers at its disposal.My primary roles in the company were technical consultant, financial controller (using Exact 6.0) and recruitment/selection of new teachers and partners. Besides these activities I have also presented application courses in a number of companies, amongst which are Getronics, Koning en Hartmann B.V. and Compaq.

Douglas Aircraft Company, Long Beach, California, Usa

Worked as an intern in the Certification Performance team of the Aerodynamics and Acoustics department.The Certification Performance team is responsible for creating and maintaining the flight manuals for the entire MD fleet. Flight manuals contain aircraft data that set operational limits (weight, weather, runway length, slope) that need to be met when using the aircraft. The flight manual is required by regulatory agencies (such as FAA/JAA) for certification of the aircraft, as well as by the airline to operate the aircraft.My tasks as an intern were related to airworthiness, aircraft performance and documentation. I have assisted in preparing of paper and electronic versions of the MD-90 and MD-11 flight manuals. I was involved in calculating and analyzing takeoff and flight path performance and noise analysis.

Master Of Science, Aerospace Engineering, M. Sc.

Major: Human Factors, dept. of Stability and Control My thesis is titled “Design and evaluation of a flight director system for parabolic.

Vwo, Gymnasium

Elementary School, Elementary School