In mijn rol als Product Owner & Customer Journey Specialist, heb ik zowel interim-opdrachten als losse projecten voor E-commerce klanten uitgevoerd, variërend van A-merken tot MKB-bedrijven.Mijn verantwoordelijkheden omvatten voornamelijk:- Klantsegmentatie en customer journey mapping op basis van data-analyse, met als doel het identificeren van optimalisatiekansen en het succesvol implementeren van verbeterplannen.- Faciliteren van workshops gericht op Customer Journey en het bevorderen van customer-centric denken.- Realiseren van conversie-optimalisatie.- Projectmanagement, waaronder webshopmigraties, met de focus op planning en stakeholdermanagement.Uitgelichte projecten: - Gedurende een interim periode van 6 maanden bij Xenos, verantwoordelijk geweest voor de analyse van de klantreis, het identificeren van verbeterpunten en het effectief implementeren van verbeteracties op de website.- In een adviserende rol bij HEMA, betrokken geweest bij het optimaliseren van de zoekbalk en zoekresultaten, waarbij de nadruk lag op het verbeteren van de zoekervaring voor gebruikers.

Verantwoordelijk voor het analyseren van de klantreis, het identificeren van verbeterpunten en het effectief doorvoeren van verbeteringen op de website.

As a productmanager I:- Determine and implement the best commercial strategy for my product categories.- Optimize customer journeys based on online customer behaviour and relevant data/metrics.- Present, ellaborate and provide insights in the commercial results of my product categories.- Analyse data to determine how we can improve our assortment based on the customers needs.- Determine and implement the optimal pricing strategy.- Deep-dive into return reasons, formulate action points and make improvements.- Optimize SEO and SEA for my product categories based on search volumes.

Responsible for all offline sales and NPS of coffee- and espressomachines within our current and future Coolblue Stores in the Netherlands, Belgium and Germany. My responsibilities include improving our offline customer journey, services, presentation and processes. To do this I work together with many stakeholders and use data to prioritise my actions.

I am responsible for managing the key conversion points in the online and offline customer journey. Through data and analysis I understand customer journeys, identify opportunities, find the right solutions, and thus realize the most enjoyable customer experience.What I do: - Qualitative and quantitative analysis to - Determine customer segments and customer journey- Improve organic ranking (SEO), conversion and add-to-cart.- Determine content strategy for the website, stores and marketing communications- Improve online navigation and linking structure- Projects to reduce returns and customer contact

Improving the Coolblue Apple customer journey with the annual product launches as the main focus.- Data analysis of returns, customer contacts and NPS- Projects to reduce costs on returns and customer contacts - Analyzing and improving internal processes regarding Apple product launches- Setting up and organizing Apple training program's for store employees in The Netherlands and Belgium

- Data analysis and projects to reduce returns and customer contacts - Creating and providing product training programs for customer service employees- Creating E-learnings- Review moderating- Handling and resolving difficult questions, cases and escalations from customers

Project: Product launch of Balmain hair styling lineMy main task was to create a corporate identity manual and record the brand values and corporate identity of the new product line. In addition, I helped organize and coordinate the internal product launch and press launch.

- Creating communication plans, online content and internal news letters- Coordinating a social media project for de Gemeente Rotterdam.- Stakeholdermanagement- Coaching graphic design interns