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Sr. Manager and consultant

Work Experience

Global Client Relationship Manager – Strategic Accounts 2006 to March 30 2010
• EMEA client lead for largest target global growth client – over $76 m spend globally 2009 (Tier 1)
• Account management and relationship development for up to 9 strategic accounts with
€50 - €60 million spend through Kelly EMEA (Tier 1 and 2)
• Increase volume and profitability on key accounts (33% GP increase 2008, 30% GP increase 2009)
• Cross sell Professional and Technical services and Outsourcing and Consulting expertise
• Consult on MSP and VMS programs and technologies
• Coordinate with divisional management to create strategic action plans for business growth
• Provide service and support for clients as European escalation point
• Participate as a leader and trainer in EMEA business development calls and projects
• Share industry information with clients to build Kelly as a thought leader in the industry – with emphasis on contingent
work force strategies and market trends and technology consulting
• Develop and implement cost savings initiatives for clients and manage comprehensive Value Engineering programs
• Coordinate and assign responsibilities for effective EMEA RFP responses and prepare pricing strategies
• Compile and provide comprehensive reporting on KPIs and usage to client contacts
• Coordinate and carry out internal audits on pricing and service delivery for key accounts across EMEA as needed
Mentor and develop European Country Key Account Managers to become consultative partners to their clients with 12-18 direct reports across Europe
• Work with Global Client Relationship team to coordinate business development efforts and
Facilitate the exchange of account history and information between the regions




Previous Role - Kelly Services EMEA
Service and Account Manager – Strategic Accounts 2004 to 2006
• Service manager to all key European accounts handling performance and delivery issues
• Targeted service for at risk clients and retained business saving €15million in spend through Kelly over the 2 years
• Trained, motivated and guided service delivery personnel in country operations in support of our key EMEA accounts
• Created and implemented Performance Improvement Plans for service delivery in numerous countries
• Developed strategic business reviews and presentations for country and regional meetings
• Developed and maintained Account Management relationship with 5 EMEA accounts between €15 and €20 million
spend across EMEA
• Hire, train and develop on-sites in Western Europe for key clients
• Prepared and presented monthly and quarterly metrics on KPIs and usage
• Participated in implementations for VMS programs, developed Scope of Works and process flows for order management
and service delivery


Previous Role – Kelly Services EMEA
Service Manager – Office of Johnson & Johnson Europe 2000- 2004
• Service Manager for all Johnson & Johnson (J&J) Master Vendor and Primary Supplier sites across Europe
• Reported to the Director of Office of J&J Europe
• Identified root causes of service delivery issues and created action plans to correct, followed through
• Implemented on-sites and developed service delivery models and order management procedures per location
• Recruited and trained dedicated staff for J&J service delivery and support
• Developed, compiled and maintained reporting format for J&J EMEA Account
• Prepared quarterly business reviews, site, country and regional level metrics and analyses of usage and service
• Presented account updates to the J&J relationship committee
• Supported CWO implementation in Centocor, Leiden and Cordis, Roden with SOW planning, data transfers, staff
recruitment and selection and operational help
• Developed on-line survey with Key J&J Stakeholder for J&J specific customer satisfaction survey

Education

B. A. Boston University
International Relations

Languages

English, fluency. french - intermediate spoken and written.

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