Marketing & Customer Experience consultant
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Met meer dan 20 jaar ervaring in Marketing, Customer Experience (CX) en Business Development, heb ik bewezen strategische inzichten te kunnen combineren met praktische uitvoering. In mijn loopbaan heb ik bij gerenommeerde organisaties zoals KLM, Deloitte en Schiphol Group waardevolle ervaring opgedaan in het ontwikkelen van impactvolle marketingstrategieën, het versterken van klantrelaties en het realiseren van meetbare resultaten.
Expertise in het bouwen van sterke merken, het optimaliseren van klantreizen, het creëren van innovatieve oplossingen die bijdragen aan duurzame groei en leiderschap. Door mijn uitgebreide ervaring in zowel offline- als onlinecampagnes, B2B - B2C - B2D, sterke stakeholdermanagementvaardigheden en mijn vermogen om complexe projecten te leiden ben ik breed inzetbaar.
A.I. Head of Marketing I Capi (By B&S) I Jan 2024 – Dec 2024 Travel Retailer
Empower the international marketing team (9 fte) to develop and execute comprehensive B2C and B2B marketing strategies to enhance brand awareness, persuade customers into conversion, increase sales & revenue, continuously evaluate performance to refine and improve marketing and sales efforts, in closecooperation with category management. Both online and offline, data driven.
A.I. Sr Marketeer Leisure Journey I Schiphol I Apr 2023 – Dec 2023 Airport
Lead the development and execution of innovative marketing strategies to drive B2C growth for Schiphol Leisure Journey’s Park ing and Food and Beverage offerings at Schiphol Airport. Leverage deep customer insights to create targeted campaigns that enhance visibility and drive revenue growth in an online and offline environment.
A.I. Marketing Strategist I Deloitte I Oct 2022 – March 2023. Consulting
Steer marketing strategy and creative direction for Deloitte Consulting Business & Alliances, ensuring a cohesive and impactf ul brand presence. Led a dynamic marketing team delivering high-quality campaigns, events and persuade with thought leadership to drive B2B business objectives. Working closely for and with strategic Technology Alliances like Adobe, Oracle, Salesforce and ServiceNow.
A.I. Sr Digital Marketing Consultant I Deloitte I Dec 2021 – Sept 2022 Consulting
Drive B2B digital marketing strategy, design & execution at portfolio level (start-ups / scale ups). Organizing events, polls, omni-channel communication and push thought leadership; earned, owned and paid media.
Customer Experience Manager I KLM I Oct 2018 – Dec 2020 Airline
Secure the delivery of a superior Customer Experience for the KLM ancillary propositions, enhancing upsell opportunities, whi le balancing revenue. Crafting a customer value strategy to boost engagement and loyalty, utilize data-driven insights to effectively manage and optimize the customer journey lifecycle, collaborate with cross-functional teams, employing service design and journey mapping techniques. NPS accountable.
Manager Strategic Partnerships I KLM I Sept 2016 – Sept 2018 Airline
Expand and innovate the vision and strategy for KLM strategic Partnerships, find new valuable strategic partners to strengthe n the KLM Customer Experience and journey, as well as maintaining and optimizing existing relationships, across all KLM departments. In close collaboration wit h (a.o.) Heineken, Coca-Cola, Vermaat, JDE, Philips and Bose. Accountable for the Partnership commercial results. Reporting to ExCom.
Manager Ancillary Commerce I KLM I Nov 2013 – Oct 2016 Airline
Business owner of the Ancillary (upsell) product portfolio & online Duty Free Retail shop.Expand & innovate the upsell strategy in the KLM Digital Commerce omnichannel environment, working closely together with glob al consumer centric partners like Airbnb, Allianz, Booking.com, Uber and Flying Blue (loyalty program). Accountable for vision, strategy, proposition, delivery and commercial results in an omni-channel environment.
Project Manager (Network Supply Chain) I KLM I July 2009 – Oct 2013 Airline
Lead, execute and integrate scaled projects in a multidisciplinary supply chain in order to implement new products, product i mprovements- adaptations and incorporate lean processes.
Product Manager I KLM I Apr 2006 – Jun 2009 Airline
Develop and execute the onboard product strategy for all KLM Asian routes to maximize customer satisfaction. A segmented stra tegy was rolled out to consider the diverse needs and preferences per target audience, entering local partnerships.
Hotelschool Den Haag - Bachelor of Businnes Administration
Cursussen: CCXP, Lean/Agile, Design Thinking, Product Owner, MBA Basics
