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Customer Value Specialist (Sales & Marketing)

Work Experience

4 years of interim experience (22+ years in total)

Company Bureau
Position Director & Customer Engagement Specialist
Period 10-2011 to present
Environment Business services: interim management, advice & coaching
Sales, Marketing & Customer Engagement
Interim Assignments:
Company Studio Surprise, Den Bosch
Position / role Executive Coaching & Marketing Consultant
Expertise Marketing Consultancy | Proposition Development | New Business |
B2B | Coaching
Scope Executive Coach of the Director during transition towards the next organisational phase, advise about and develop the b2b marketing strategy.
Period 09-2014 to present
Environment business services, rental, events
Deliverables - Coach the Director during development process and growth of the company.
- Advise the director regarding marketing proposition in the b2b market segment.
Results project is in progress: Executive Coaching, developing a new proposition (dialogue marketing) in order to develop the b2b market segment (in progress).
Methods & Techniques Coaching: T-GROW model of John Whitmore, various organisational business growth models i.e. Greiner.
Proposition development: the (Dutch) 4 B’s (needs, promise, benefits en profit).


Company Bizz Consultancy, Eindhoven
Position / role Online Marketing Consultant a.i.
Expertise Online Marketing | Strategy Development | New Business | Consultancy
Scope Advise and develop online proposition and online marketing strategy
Period 08-2014 to 11-2014 (3 months)
Environment Online marketing
Deliverables - Advice regarding online proposition and online marketing strategy
- Project definitions SEA / SEO / Link building / Social / etc.
- Design/lay out process description for the purpose of project management
- Template document design
- Key-word research / sitemap design / copywriting
Results Above deliverables have been completed and successfully presented to client.
Methods & Techniques 4 B’s: (proposition development), Eisenfelt Method (create, sell en supply of customer value), Internet Scorecard (derivative of Balanced Scorecard), translation of strategy into operational result), MS Viso 2007 (process definition and design), Balsamiq (sitemap design).

Company Coolworld Rentals, Waalwijk
Position / role Project Manager International Market Research
Expertise Market Research | Marketing Consultancy | Organisational Development | Stakeholder Management
Scope Market research and advice for the benefit of the international growth strategy for the regions Netherlands, Belgium, Luxemburg, Germany, Austria, Switzerland, Italy en France. The market research covers the sectors: chemical, pharma, food, other industry, installation, retail and transport.
Period 04-2014 to 09-2014 (6 months)
Environment Rental market (B2B) pharma, chemical, food, installation, retail, wholesale, industry, facility management
Deliverables Leading the multidisciplinary research team and responsible for the end result and advice regarding the market research report. Key research questions:
what and where is the total market potential and which service depots network is required to fully unlock Coolworld’s market potential?
Results The research and recommendation report has been completed and presented to the board of directors according to objectives. Market potential has been quantified by region and by sub region. The report also advises on size, shape, functionality and geographic locations of the service depots.
Methods & Techniques Research methodology: desk research, field research, quantitative research (representative, structured, causal), qualitative research, Balanced Scorecard (Kaplan & Norton), International Market Research (Hollensen), OSO-model (J. Bunt), “Centre-of-gravity Model” (Ballou).
Data sources i.e.: Buro van Dijk - NACE: Nomenclature des Activités économiques des Communautés Européennes, EuroStat, Business Monitor International, AWS, ABA, IMS, Deloitte, Rabobank, ING, Prologis, CBRE, SFK, Dutch Embassies en Coolworld relations.

Company Coolworld Rentals, Waalwijk
Position / role Corporate Account Manager a.i.
Expertise Strategic & Operational Sales | Marketing Strategy | New Business | Stakeholder Management
Scope Develop and implement a new Corporate Account Management strategy
Period 01-2014 to 08-2014 (8 months)
Environment Rental market (B2B) pharma, chemical, food, installation, retail, wholesale, industry, facility management
Accounts i.e.: Ahold, Lidl, Carrefour, Abbott, DSM, Shell, Total, DHL, Essers, Philips, Kerry Bio-Science, DSM, Akzo, FrieslandCampina, Rentokil Initial, AAFM, Cofely GDF-Suez, Wolter & Dros./TBI, Strukton
Deliverables Budget responsible, strategy development and execution of corporate sales, managing the multidisciplinary corporate account team.
Results Integrated focus strategy corporate accounts, realization of 6 transaction based preferred supplier agreements and 5 transaction based ‘supplier listings’.
Methods & Techniques Customer Intimacy value strategy of Tracey & Wiersema (strategy development), Key Account Management → 4 development phases of corporate relation: transaction based, cooperative supplier, partner supplier, integration (Marian Dingema), Eisenfelt method (customer values), Portfolio Purchasing Model (Kraljic), customer satisfaction program (SERVQUAL / SERVPERF derivative), MS Axapta / Dynarent ERP

Company Coolworld Rentals, Waalwijk
Position / role Researcher & Advisor
Expertise Research & Advice | Finance Management | Stakeholder Management
Scope Research and recommendation for the benefit of interventions in order to establish relevant, timely, correct and complete periodic (financial) management reports i.e. indicators that provide a firm foundation for strategic decision making, tactical and operational management. The report also includes practical recommendations regarding implementation of the suggested interventions.
Period 04-2013 to 07-2013 (4 months)
Environment Rental market (B2B) pharma, chemical, food, installation, retail, wholesale, industry, facility management
Deliverables As Project Manager (jointly responsible with Finance Manager) for execution and presentation of the recommendation report for the benefit of strategic board decisions. Including a practical set of implementation recommendations. Stakeholders: Board of Directors, Management Team, Finance Manager and the Finance Department.
Results The research and recommendation report has been completed and presented to the board according objectives. A Management & Control system which generates occupancy rates of rental items and groups, P&L reports of products, product groups, projects, customers, customer groups, branches, supply chain management and maintenance management.
Methods & Techniques Quantitative and qualitative research, desk and field research, MS Axapta/Dynarent ERP, management & control system.

Company Coolworld Rentals, Waalwijk
Position / role Sales Manager a.i.
Expertise Sales Management | Coaching | Change Management | New Business
Scope Manage the Sales Team Netherlands and Belgium (13 FTE), develop commercial skills and increase revenues on commercial activities. Implement proactive focus strategy.
Period 03-2013 to 12-2013 (9 months)
Environment Rental market (B2B) pharma, chemical, food, installation, retail, wholesale, industry, facility management
Deliverables Budget responsible, managing the Sales Team Netherlands and Belgium: field sales, sales office staff, customer care centre, telesales and telemarketing.
Developing commercial skills (individual and team), execute transition from ‘reactive enquiry oriented approach’ to a ‘proactive and customer oriented sales approach’. Focus on conversion of reactive enquiries of selected accounts in high season en prepare lead generation from ‘focus prospects’ in 2014 in the ‘down periods.’ Objective: to develop long-term customer relations.
Results Commercial result on par with 2012. Conversion rate of enquiries from selected accounts went up by +21%, Customer visits to selected prospects in the ‘down period’ mounted up to 337, increased team confidence towards proactive sales activities.
Methods & Techniques Weekly management by task based on relevant reporting, weekly short and snappy 1-op-1’s (continuity), T-GROW model John Whitmore (coaching, creating ownership spirit), joint field visits (coaching), training commercial skills (training), short periodic brief meetings with sales office staff, monthly sales meetings, commercial and technical training program, customer engagement program (SERVQUAL / SERVPERF derivative), MS Axapta/Dynarent ERP.

Company Coolworld Rentals, Waalwijk
Position / role Project Manager ‘Implementation Customer Satisfaction Program’
Expertise ERP/CRM implementation | Process Optimisation | Change Management
Scope Implementation Customer Satisfaction Program (derivate of SERVPERF / SERVQUAL): process design, implementation and design and the execution of a new complaints procedure.
Period 09-2012 to 02-2013 (6 months)
Environment Rental market (B2B) pharma, chemical, food, installation, retail, wholesale, industry, facility management. Accounts i.e.: Ahold, Lidl, Carrefour, Abbott, DSM, Shell, Total, DHL, Essers, Philips, Kerry Bio-Science, DSM, Akzo, FrieslandCampina, Rentokil Initial, AAFM, Cofely GDF-Suez, Wolter & Dros./TBI, Strukton




Deliverables Manage the multidisciplinary project team and be accountable for full implementation and optimisation of the customer satisfaction program and complaints procedure management. Stakeholders: customer, board of directors, Management Team, Sales Management, Sales Teams, Telesales, Telemarketing and Operations. Including securement of processes and design/presentation of relevant reports. The implementation to be executed for the divisions in Netherlands, Germany, Belgium en France:
- Process design and definition of success factors and kpi's
- Design and presentation of management reports
- Implementation of digital and reportable questionnaires in the ERP-system
- Training/coaching of staff for the purpose of correctly registering relevant data.
- Result analysis and process adjustment
- process design of complaints procedure management
Results Implementation score 100%, customer satisfaction: 8,1, customer recommendation score: 97%, improved atmosphere among staff, better understanding and more respect between departments, better insight in areas of improvement, for both process and staff (one outcome is the planned strategic organisational change: from centralization to decentralization - country division structure - as of 1-1-2015).
Methods & Techniques MS Visio 97 software (process definition and design), T-GROW model John Whitmore (coaching), SERVQUAL/SERVPERF model, MS Axapta / Dynarent ERP and Targit (business intelligence tool) and PDCA-cycle.

Company Coolworld Rentals, Waalwijk
Position / role Project Manager ‘CRM/ERP Implementation and Optimisation’
Expertise ERP/CRM Implementation | Process Optimisation | Change Management
Scope Implementation and optimisation rental process: customer contact / enquiry visit, advice & quotation, contract, project (management) and after sales
Period 03-2012 to 02-2013 (1 year)
Environment Rental market (B2B) pharma, chemical, food, installation, retail, wholesale, industry and facility management.
Deliverables As Project Manager of the multidisciplinary project team responsible for full implementation and optimisation of the CRM/ERP system. Stakeholders: customer, board of directors, Management Team, Sales Management, Sales Teams, Telesales, Telemarketing and Operations. Including securement of processes and design/presentation of relevant reports. The implementation to be executed for the divisions in Netherlands, Germany, Belgium and France:
a.) Staff Organisation – Change Management
Change Management process for the benefit of CRM/ERP-optimisation. Training and coaching of sales staff.
b.) Structural/Process organisation – Design, Definition, Implementation, Training, Securement of:
Process Model (PM:) tasks, powers & responsibilities matrix, process flowchart, procedures & protocols, work instructions
Process Intelligence (PI): process model, process management tools (alerts / actions / cues / signal lists), analysis tools (reports / kpi’s / dashboards)
Business Intelligence (BI): analyses, kpi’s, dashboards, and reports
Results 90% implementation (conform expectation), for remaining (customer management) part CRM software is required: follow-up project.
Methods & Techniques MS Visio 97 software (process design and description), T-GROW model John Whitmore (coaching), MS Axapta / Dynarent ERP/CRM, Targit (business intelligence tool) and PDCA-cycle.

Company Coolworld Rentals, Waalwijk
Position / role Researcher & Advisor
Expertise Research & Advice | HRM Management | Stakeholder Management
Scope Research and advice for the benefit of suggested interventions in order to
establish an effective HR function within the Coolworld organisation, suiting the
present organisational setting. The report also presents practical advice about
implementation of the suggested interventions.
Period 11-2011 to 02-2012 (4 months)
Environment Rental market (B2B) pharma, chemical, food, installation, retail, wholesale, industry, and facility management.
Deliverables As Project Manager responsible for execution and presentation of the report, including practical advice on implementation of the recommendations. Stakeholders: board of directors and Management Team.
Results Report has been presented as planned and agreed. The report contains a design and implementation plan for the benefit of establishing a modest HR department (0.4 staff: 2 days per week), which supports the management team and middle management about matters such as recruitment procedures and employee appraisal rounds.
Methods & Techniques Quantitative and qualitative research, desk and field research,
Key words: core company values, IDU-Matrix, competency profiles, leadership style, competence management, Colour-Thinking, “HR conversation cycle”, Performance-Tuning Model (PAM), KPI's.

Work experience in employment
Company Zoontjens (CRH-Company), Tilburg
Position / role Business Unit Manager
Expertise Director level | Strategic Marketing en Sales | Proposition Development Stakeholder Management | New Business | Stock Market Listed
Scope Strategy development and expansion of FastProtect as a new label of
Zoontjens. Objective is realizing growth ambition: from Zoontjens label
to an autonomous entity as fullservice provider of products and services
for the market segment ‘safety at height’. Stakeholders: Director, Management Team, CRH Regional Management, FastProtect staff, Zoontjens staff. Managing 16 staff.
Period 06-2008 to 12-2011 (4 years)
Environment Building sector: architects, real estate management, building maintenance, social housing corporations, building companies, construction companies, installation companies and agents / distributors in The Netherlands, Belgium, Luxembourg, France, Germany, Austria, Denmark and United Kingdom.
Deliverables As Business Unit Manager P&L accountable for all company disciplines:
Marketing – proposition development: from product supplier to a full service provider in the market segment ‘safety at height.”
Marketing – product portfolio: assortment development based on product-market combinations, developing (procurement) partnerships and product development.
Marketing (online/offline): brand management, product branding, target customer group marketing. SEO, content marketing and email marketing.
Communication: development/realisation of the communication strategy around FastProtect and around a newly developed safety product. Realisation of a multiple language website, managing web builder, advertising bureau, translation bureau, photographer, etc.
Procurement: strategic procurement for the benefit of portfolio-development and tactical purchase management.
Product development and product branding: product development process (I-initial phase, II-concept phase, III-detail phase, IV-wrap-up phase), the product launch and direct sales of the new safety product (NEN EN 13374, 14223/3, ‘Arbo Beleidsregel 3.16’). Is a co-creation project with a supplier/manufacturer.
Sales Management: development of price- and distribution strategy / market segmentation. Dual sales strategy: sales to distributors/agents and to end-users.
Project Management: as project leader technically and financially accountable for execution of projects: from risk assessment, managing contractors on and off site to project hand-over to customer.
Coaching: coaching FastProtect and Zoontjens staff on customer focus and commercial competencies.
Results ABC Contribution: 16,7%, proposition development and creation of brand/company authority as expected (i.e. by implementation and realization IMDV and IVDV branch quality marks and membership NEN-norm committee), 80% realisation of the product and services portfolio for flat and pitched roofs, realised a large project at social housing corporation Westwaard Wonen worth € 300,000+, newly developed safety product touched € 175,000 turnover level in the first year, developed private label product for competitor DakSafe worth € 120,000 in the first year.
Methods & Techniques Nima (Marketing), Bachelor Business Administration (Marketing and other disciplines, Product Development (i.e. NEN and Arbo-norms), Project Management, creation of company authority through i.e. IVDV, IMDV, NEN. T-GROW by John Whitmore (coaching), SAP and SalesForce.

Education

Business Administratie (final phase:thesis)
Marketing Nima B1
Marketing Nima A

Skills

Interim Management, Sales Management, Marketing Management, Product Development, Strategy Development & Implementation, Proposition Development, Change Management, Procurement Management, Project Management, Coaching,

Languages

Dutch (native)
English (fluent)
German (good)
French (get by)

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