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Marketing & Sales Professional

Werkervaring interimmanager

Interim/freelance Customer Experience Program Manager, Philips Consumer Lifestyle

Drive sales, cost/benefit and Net Promoter Score results for new product introductions for mission critical products in consumer products division. Design and implement multi-channel sales launches across multiple countries, to targeted consumer audiences. Integrate ATL, BTL and CRM activities to achieve best marketing / sales results.

Developed cost-saving channel strategy to integrate live chat into overall channel strategy. Reduced cost-to-serve and increased Net Promoter Score.

Developed the first direct-to-consumer multi-channel strategy for Consumer Lifestyle to drive sales performance.

Interim Project Manager, ABN AMRO.

Triple Sales Project: Service Leads to Sales
Responsible for tripling sales performance in the call center organisation. Resulted in 343% increase in total sales.

Persoonlijk in Elke Kanaal: align service, sales, and efficiency based on customer profiles. Resulted in doubling sales in the sales segment, reducing costs by 20% in the efficiency segment and a small increase in customer satisfaction in the service segment.

Lead Generation Effectiveness: redesign the lead management process for retail banking to increase the number and quality of leads, while increasing the total conversion of leads within the Preferred Banking Segment.


EMPLOYMENT HISTORY
2000-2004: KPMG Consulting, Senior Manager in World Class Customer Management.
Lead internal teams of consultants in customer improvement activities for large clients

2000: Science & Strategy, Managing consultant for a niche strategy house

1999: Freelance Vice President of Teleservices, Digitas, Londen, UK
One of three managers who opened the European office of a US direct and digital strategy bureau. Established the BT flagship account, working with BT Cellnet to improve their marketing and sales results

1996-1998: IBM: Head of Direct Channel Processes, EMEA, Paris, France
Responsible for implementing global processes locally to increase sales and hold down costs. Lead a European team and managed 10 core countries in aligning strategy and driving execution.

1995-1996: Program Director, IBM Distribution. White Plains, NY, USA
Responsible for standard operating procedures for seven area contact centers, supporting sales and service activities to IBM's field sales force.

1992-1995: Vice President Teleservices, Digitas, Boston, Massachusetts, USA
Lead teams of internal consultants to improve marketing and sales resuls for large clients:
AT&T business and consumer markets
FedEx business market with focus on driving cross-selling
Merck Medco consumer market, test direct-to-consumer selling of pharmaceuticals
IBM PC Company consumer pc phone-based sales

1982-1992: Various outsource contact centers as sales and account management

Opleiding interimmanager

Bachelor of Business Administration, Iowa State University, Ames, Iowa USA
MBA cursussen: Northeaster University, Boston, Massachusetts USA

Consultancy interimmanagement a.i. kerncompetenties

Customer experience management, CRM, product marketing en sales.
Results-oriented delivering exceptional sales and service results for clients

Talenkennis interimmanager

Engels (moedertaal)
Nederlands (fluent)

Overig

Awards:
Customer Strategy Award 2008 Europe: Global Customer Experience Management group for work for Philips
Gartner CRM Award, runner-up 2008: work for Philips
Nationale Contact Center Award 2005: ABN Amro Service Leads to Triple Sales Case

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