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BDM

BDM

Work Experience

Interim Business Management Consultant, Woolworths PLC, UK, July 2003 – Date

• Assessed the internal customer service operation of this leading retailer with 911 retail stores in the UK and an annual turnover of £2.4 billion.
• Benchmarked the customer service operation against key competitors in the UK and developed new service standards to manage service expectations.
• Devised a central communications structure for training / developing store managers and developed a highly interactive web-enabled solution that improved internal communications between the retail stores and the internal business units.
• Reduced incoming call volumes by 30% within customer service and improved the overall effectiveness and efficiency of both internal and external service operations.

Regional Sales Development Manager EMEA, British Telecom PLC,
April 2002 – September 2002

• Devised and developed a pan-European voice service platform for this leading telecoms operator with a strong European / global presence and an annual turnover of £4.5 billion (also managed AT&T’s business in the Netherlands).
• Led multi-disciplinary teams on this joint program between BT Wholesale, BT Global Business (Corporate) and BT Solutions.
• Identified the European business requirements, gained internal support for the program, rolled out the service in 7 countries and secured European agreements with clients, which generated 155 Million Euros of additional revenue in just 6 months.
Regional Sales Manager (Southern Europe), Concert (AT&T and BT global venture), April 2001 – April 2002

• Appointed to turn round the indirect corporate sales channel for Southern Europe (Spain and Portugal), which had consistently failed to achieve revenue targets.
• Restructured / refocused the operation and remotivated staff to achieve P&L targets.
• Increased sales by over 70% to 9 Million Euros by identifying and developing new business opportunities – implemented 7 new product / service platforms.
• Co-developed a global outsourcing proposition for access provision in 70 countries.
• Managed a number of major programs relating to the winding-up of the global venture, which included reallocating budgets / resources and successfully migrating 3000 customers to the BT network (improving margins & gaining contract ownership).

Channel Manager, Concert (AT&T and BT global venture), Sept 2000 – April 2001

• Managed the development of an indirect sales channel that extended the global venture’s product portfolio into Europe (Netherlands, Belgium, Luxembourg, Spain, Germany, Ireland, United Kingdom and Norway).
• Responsible for P&L, marketing, sales, operations and a virtual team of 42.
• Dramatically increased revenues from 35 to 145 Million Euros by successfully identifying, developing and securing new strategic pan-European agreements.
• Increased the customer base to 1400 global customers and developed new products/ services that were more closely attuned to the needs of these global customers.


Education

• Executive MBA, Ashridge Business School,
United Kingdom, 2003 – 2004.
• Young Management Program, Nijenrode University, Netherlands, 2002 – 2002.
• Fellow of the Gemmological Association of Great Britain (FGA), 2001 – Date.
• Arts & Crafts Degree, Vakschool Schoonhoven, Netherlands, 1997 – 2001.


Skills

A self-motivated and entrepreneurial international business manager who speaks 5 languages and has extensive experience in business development, sales, marketing and operations. Able to identify new business opportunities and develop strategies to penetrate lucrative new markets. Proven leadership skills, including managing, developing and motivating multi-disciplinary teams to achieve challenging and demanding corporate goals.

Languages

Dutch (fluent), English (fluent), Spanish (fluent), German (conversational), Italian (conversational).

Other

Member of the Alumni Board of Ashridge Business School

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