Market Unit Customer Care / Business Leader (Telecom)
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Senior Program and Customer Care Leader with 20+ years of experience in telecom and technology environments, currently leading market unit customer support and service delivery activities within Nokia. Proven track record managing multi-million euro business portfolios, driving customer satisfaction, and improving operational performance across multiple European markets (West, North, and South Europe). Extensive experience in end-to-end customer lifecycle management including pre-sales, contract negotiation, service delivery setup, and ongoing operational execution.
Strong expertise in SLA governance, customer escalation handling, and continuous improvement programs focused on quality, cost optimization, and profitability enhancement. Currently accountable for managing large telecom operator accounts (CSPs), where I lead cross-functional teams and 10 to 15 customer program managers to deliver high-performance service operations. Successfully improved SLA performance and customer satisfaction from 89% to 95%, while increasing business margin from 55% to 64% on a €22M service portfolio through structured cost optimization and operational excellence initiatives.
Experienced in building and leading customer support delivery organizations, managing complex stakeholder environments, and aligning global delivery teams with customer expectations and contractual commitments. Strong focus on customer intimacy, service quality, and long-term partnership development.
Senior Program and Customer Care Leader / Market Unit Customer Care / Business Leader at Nokia (Present)
Leading market unit customer support and service delivery activities. Accountable for managing large telecom operator accounts (CSPs), leading cross-functional teams and 10 to 15 customer program managers to deliver high-performance service operations. Successfully improved SLA performance and customer satisfaction from 89% to 95%, while increasing business margin from 55% to 64% on a €22M service portfolio through structured cost optimization and operational excellence initiatives.
Customer Care Program Manager at Nokia Siemens Networks
Managed customer delivery operations across Belgium and Luxembourg, covering a broad technology scope including radio, core, and application networks. Responsible for establishing service delivery frameworks, improving customer experience, and ensuring profitability across contracts.
Managed maintenance operations for mobile networks. Acted as the main customer interface for maintenance operations, contract negotiations, and renewals.
Worked in technical assistance centers providing technical support.
Started career as a software developer in fixed switching systems, providing deep technical grounding in telecom infrastructure.
Master of Engineering in Electronics and Telecommunications – Group T Leuven
