Flexmanager - Programma / project manager, crm, software selection, proces

Programma / project manager, crm, software selection, proces

Work Experience

2006 Nuon – Product manager a.i.
Nuon heating is a department of the Nuon energy organization, which production and delivery of city heating.
• New products: Generate ideas for development of new products, based on city heating. Results are online monitoring, increased capacity and service contracts.
• Project management: Create and execute project plans to introduce new products or services based on city heating.
• Portfolio management: Creation of operational marketing plan of products and services within the Business Unit portfolio.

2006 UPC NL– Launch Manager HDTV a.i.
UPC NL will introduce HDTV in 2006. Goal of the project is to have the UPC NL organization ready to launch HDTV. Development of the software is not in scope. Deliverables project team:
• Marketing: oversee brand, product and content management, marcom and market analysis in order to develop and execute marketing plan, pricing, campaigns, promotions, factsheets, etc.
• Sales: align saleschannels, develop and distribute pos materials, sales communication
• Logistics: BoM definition, alignment inventory levels, delivery schedules and forecasts, training for kitting
• Customer Operations: Development processes HDTV, inform and train call center employees
• Billing: Align pricing, financial system and processes
• IT: End-to-end testing of administrative system in combination with HDTV specs
• Network Services: HD – ready preparation of network, distribution of HD content
• PR: Provide technical background on communication to press and articles. Align PR communication, marketing communication and availability information for customers from sales/customer operations.
• Philips: joint development of HDTV promotions

2005 – 2006 transavia.com – Marketing project manager a.i.
Transavia.com is a low cost carrier in the European airline industry. Transavia aims to have a uniform definition of customer processes.
• Responsible for creation of a back office organization to support marketing and sales customer processes. This will result in a reduction of the existing sales and service costs.
• Project manager at department of ppd (passenger proposition development), responsible for several projects: Creation Marketing Information System, align financial- and product movements and additional revenues of flights, e.g. special service requests, advanced seat reservation and insurances.

2004 – 2005 ESSENT KABELCOM (@HOME) – Interim manager (Customer Operations)
Essent Kabelcom is a key player in the Dutch cable industry. The company operates in the field of data-communication and telecommunication, radio, TV, Internet and telephone services, for the consumer market as well as business-to-business. The company has daily access to approximately 5 million people in the North, East and South of the Netherlands via 1.8 million cable subscriptions.
• Creation of strategic plan in line with yearly marketing plan and supporting business case to support CRM investments until 2009. Goal is to have one customer view over all products.
• Project manager of CRM software package selection and systems integrator for the implementation (4 products: internet, catv, digital tv and telephony). Creation of requirements, processes, rfi, rfp and contract negotiations with vendors. Result software: Epiphany, si: Deloitte.
• Project manager of a broadband self-service product package selection and implementation. Identified savings: 30% less internet support costs, installed at broadband customers. Result: SupportSoft

Real estate investment broker – Interim manager (crm)
May 2004 – Nov 2004
Annexum Invest is a real estate investment boutique able to create a broad range of products, including tailor-made solutions for our professional investors. In order to serve her clients her clients better Annexum wants to implement applications to support crm, finance, workflow and document management.
· Define Annexum Invest’s distribution structure, work processes and data model in order to define the organization’s needs for a crm application.
· Selection of an integrated software package to support crm, finance, workflow and document management.

MAETIS ARBO - Direct marketing database manager (interim manager)
Aug 2003 – Mar 2004
Maetis arbo is reorganizing its marketing and sales organization. A direct marketing organization has been created to focus on small clients. This organization, including an operational call center, was created within 4 months with a team of 5 people.
· Development and implementation of the database management function within the marketing organization.
· Initiate commercial activities after market research.
· Create reports to measure the performance of campaigns and call center activities.
· Project manager of the implementation of a marketing database.

Small IT consultancy
Jan 2003 – Apr 2003
Improvement of marketing and sales processes by defining clear responsibilities, reporting needs and communication processes (internal and external).

(Process) Manager at ACCENTURE (ANDERSEN CONSULTING)
Nov 1999 – Sept 2002

NOKIA (Helsinki – Finland) – Interim Project Manager IT of the User Care project team
User Care is a part of Nokia's IT organization, responsible for the delivery of IT services to the business (CS).
· Responsible for 3 international project teams with a total of 20 FTE.
· Responsible for improvement, standardization and implementation of all user care processes (customer services) globally, implementation of a new Remedy software package and training of 4500 IT employees on new processes and tools.
· Review of SLA’s an assure delivered quality.
User Care processes include contact management, service request management, incident management, service level reporting and problem management.

UPC – Process and project manager
- Design processes on the introduction of digital television.
· Responsible for the development and implementation of Customer Services, Faults Management and Supply Chain processes by working together with the Finance, Logistics, Marketing and Sales departments.
- Project manager of the installation of a new telephony switch (DMS 100).
· Responsible for the program management: implementation of IT systems interfacing with telephony switch (billing, provisioning), system integration testing, training delivery and implementation support.
· Design and implement required process changes (customer services, provisioning and billing processes).
· Responsible for a team of 3 Accenture and 12 client people.

VIZZAVI
Evaluate the monitoring of existing network environments.
· Setup balanced scorecards for different management levels to report network status.
· Gathering monitoring requirements of the different departments and prepare a gap analysis with “As-Is” situation.

EDON
Establish "process management", improve and innovate the key supply chain processes.
· Responsible for measurement and interpretation of process KPI's (SAP), creating monthly status reports, development of cost analysis methods, gather and analyze data for the cost analysis.

SARALEE
Move all Operation Companies to common data and processes and design one IT system to support them (SAP).
· Responsible for detailing initiatives for implementing future business processes in SAP, working on "Common Data and Processes" and "Make-to-Demand". This is done in a Business Blueprint.

BUSINESS DEVELOPMENT
· Responsible for generating new business (sales) in the area of Communications & High Tech
· Organization of a marketing events
· Work on proposals for clients on subjects as: CRM, Outsourcing, PMO (Project Management Organization), PMI (Post Merger Integration), Supply Chain

PROCTER & GAMBLE
Jan 1996 – Oct 1999

SAP Project Engineer - Fabric and Home Care Engineering – Brussels (B)
"Business Content Expert" (worldwide responsibility) and "Regional Process Owner" (regional responsibility) of the capital management group.
· Responsible for development, simplification, alignment and documentation of global work processes.
· Validate and test new versions of SAP and adapt them to P&G standard work processes.
· Support and training of regional support teams during installation of lead-sites.

Process Engineer - Pringles Manufacturing - Mechelen (B)
· Responsible for the day-to-day operations and projects in the departments "Raw Materials" en "Seasoning" of a Pringles plant in Mechelen.
· Accountable for training and development of the 30 employees in these departments.

Logistics Engineering - Global Product Supply Engineering - Cincinnati (US)
· Management training program to learn project management and a P&G customized real-time logistics software, used to manage and optimize warehouse and raw material logistics.
· Logistics project manager of 1st real-time logistics implementation in Europe (London)

Education

Degrees:
· MSc. MECHANICAL ENGINEERING – Delft, University of Technology
1989 - 1996 Transport technologies and logistics
· Winschoter Scholen Gemeenschap, Winschoten
1982 - 1989 VWO (Dutch, English, German, Mathematics (A and B), Physics, Chemistry and Arts)

Training:
· ACCENTURE
Coaching, leadership, project management practices (control and report, planning and estimating), process excellence principles, 7 habits, SAP CRM, business integration methodology
· PROCTER & GAMBLE
Project management, project team leadership, communication, supply chain, train the trainer, interview, reliability engineering, high performance work processes
HP Unix, basic training, HP, Sunnyvale (CA, VS) (1996)
· NIMA

Skills

SAP, Lotus Notes, SQL, UNIX, MS Office (Word, Excel, PowerPoint, MS Project, Access), Visio, SPSS

Languages

Dutch: Mother tongue
English:Fluent
German: Good
French: Average

Other

TRAINEESHIPS AND BUSINESS COURSES
· ERTSOVERSLAG EUROPOORT CV - Rotterdam, final thesis
1995 Investigation how to reduce losses of grabs.
· UNILEVER
1995 Technical workshop
· PROCTER & GAMBLE - Brussels, computer assignment
1994 Development, testing and training of a cost engineering database in order to forecast and reduce costs of projects
· PHILIPS - Eindhoven
1994 Inventech; Technical design workshop

Hobby’s:reading, golf, drawing and painting, cooking, sailing