Flex Manager

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Transforming organisations

Transforming organisations

Work Experience

Decover group; ceramic screen and other printing on Glass 03.2005 to present
Directeur Decover north (Belgium & Holland) 80 people, 2 sites
Re-stabilised and rebuilt two businesses in Holland and Belgium, after senior mgrs left to start a separate co. with competitor.
SCARLET; ADSL broadband ISP, Fix & mobile tel., VoDSL, Data. 09.2003 to 01.2005
COO (Interim mgr of the year award) 250 people 100m€
Integrated Planet Internet, KPN Belgium and NETnet into one company. Redesigned most business processes, launched a new technology platform ‘Voice over DSL’, into both B2C and B2B markets. Retail launch of free national calls. Prepared the acquisition of Tiscali.
A 3m€ loss per month was turned into a 1m€ per month +ve.
Brought together KPN’s engineers, Planet’s creative people and NETnet’s entrepreneurs to create a new unit with its own network, web platforms, billing and customer centric culture.
TELENET; Cable Broadband ISP, Telephony, Television. 09.2002 to 09.2003
VP Customer Operations, 630 people (incl 300 subcontractors)
MT member reporting to COO.
Field operations installed & repaired customer equipment, hitting highest ever levels of Installs.
Brought together field engineers, repair technicians, back office engineers, IT people and front office operators to create an efficient end to end customer driven process.
Customer ops processes and organisation re-designed, to move from worst reputation for service in Belgium to 75% very satisfied customers, with productivity improved by 26%.
Rebuilt confidence after Telenet’s year of crisis, worked alongside McKinsey in a 12 week consulting project.
Prepared the Integration of 1.5m TV customers into Telenet from Electrabel. (IBM mission)
NETnet; (no frills CPS Telco, Zaventem); 02.2002 to 08.2002
Crisis mgmt; reporting to COO
Hands on work in a company of 35, improving communication and collaboration between software and switch engineers, and customer facing operators. Improving the financial performance and cash flow by collecting o/s debt and re-design the billing, payment, collection, suspend, processes. Re-motivate Teams and recruit successor
Success lead to subsequent purchase of KPN and Planet Internet
(E&Y Interim Management mission)
MOBISTAR (Belgium n°2 mobile telco) 01.2000 to 12.2001
Customer Service 35 Direct 700 Indirect People Jan 2000 – Dec 2001
Head of Programs, Projects and Business Engineering, (Change Management)
Reporting to Director Customer Services
Customer service Head of CRM Strategy and implementation.
Head of programs and projects, New Products and Services impacting customer service.
Head of Customer Service Quality and Business Process Engineering;
Head of Transversal Program Electronic Document Management for the whole of Mobistar

Brought together product developers, marketers, telecom engineers, network operators and financial controllers to create a new, end to end, service rollout process that worked first time right. Evolving IT systems, Engineering Processes and organisation from 1m to 2.3m customers
Supported 700 operational customer-facing agents with 35 direct reports





AQEURO BELGIUM (Dutch IT group) - Leuven 02.1999 to 01.2000
Start-up Project Director 30 people
Reporting to CEO AQEURO Belgium as Interim Manager

Create two new companies in Belgium, using Group Business model
AQEURO Chain, re-trains unemployed and handicapped people, for a new career in the ICT world
AQEURO IT Watch., Linux and Win NT, system and network management for SME sector
Both companies up and running, with 30 people retrained in first year
BECKER ACROMA GROUP (industrial coatings) 09.1987 to 11.1998
Global Product/Business Manager: Becker Acroma Stockholm (1 year) 19 people
Reporting to Group Technical Director
World wide Industrial sales of production line applied UV floor coatings of €10m
Pulled together Marketing, Sales, new product development, production prototyping and technical service, around the groups 12 operating companies.
Developed a new Group product strategy, reduced the product range, implemented knowledge management, and created 24hr world wide uv coatings technical service support
Improved sales and profitability by 15% in a year


European Key Account Bid Director: Becker Acroma Europe (2 years) 30 people in matrix
Reporting to CEO Becker Acroma UK
Bid for and won Chep Europe account , worth 6m$, across 15 countries.
Created 2 production units from scratch, as well as a new logistics network, new fluid bag packaging, technical support and financial reporting across the group for the new account.
Developed new water based products and their production prototypes.
Advised client on robot paint application techniques.
Managing Director: Becker Acroma Benelux - Heist op-den-Berg (3 years) 25 people
Reporting to COO Becker Acroma Sweden
Plant manager of paint factory producing 1.2ml of finishes.
Local execution of take over, new products, new coding, new procedures; Hyperion financial reporting and budgeting, migration to new ERP package across all functions.
Built a new Benelux centre, upgrading a family factory to a group production centre; new batch production factory, quality control on goods in and out, new prototyping labs and open plan offices. Complete project responsibility from Permissions, Vlarem, commissioning and production.

Increased annual sales by 25% to €2.5m

Managing Director: Kemira Color Belgium - Heist op-den-Berg (3 years) 24 people
Reporting to MD Kemira Coatings UK
Kill or cure, integrate a small family company into a member of a Finnish International Group
Responsibility for sales and technical service of mirror and glass paints in Benelux, customers included Glaverbel, Guardian and Deknudt.
Increased turnover from €1m to€2m, Produced 1.0m litres of industrial finishes
Operations Manager, Paint Centres: Macpherson Paints - Manchester (2 years) 120 people
Reporting to Operations Director
25 paint centres in the UK and Ireland. 2 central warehouses, 85 trucks, 120 employees
Improved a logistics operation that delivered 60 million litres of paint per year, with union negotiations to start new ERP software, new warehouse picking software, and new routes.
Integrated Valspar paints warehouse and logistics records and systems.
SHELL UK 09.1980 to 09.1987
Shell Oils Product Manager Retail Oils: re-packaged and re-launched retail range
Shell UK Retail Head Office investment evaluation unit
Shell Northern Region Market Analyst: prepared budgets, management accounts, market trend reports and set prices during price wars
Shell UK Real estate project management: built 3 filling stations
Shell UK Retail Salesman in Lancashire
Shell UK graduate Marketing trainee 2 years p. graduate training in Management & Finance


Education

Dual honours French +Economics; Sheffield & Lyon II

Skills

Interim management, Start Ups, Crisis management, Turn around, M&A implementation, Change programs, Key account management, Complex Bid submission, Programme and Project management.

Cognitive Edge practitioner within Complex environments, Strategy and sense making in paradox
Culture transformation, Business Process Design, Quality management, Product management, R&D, Tech service
Customer Experience & service, Contact Centres, CTI, IVR, Billing, Payments, Credit control, In Casso, Back office, Trouble ticketing, Electronic Docs, Workflow automation.
Operations management, Chemical and Industrial Batch production, Quality control, Logistics, Warehouses, Stock Control, Tinting systems, Customer Technical Service for industrial coating lines, Field Install & repair, Screen printing, Stoving, labelling, Artwork – colour separations,
Team and individual Coaching, Training in relationship skills, Team building, Organisational Constellation facilitator.
Complexity workshops, Emergent techniques and Chaos planning.


Languages

English, French, Dutch fluent
German,Spanish poor

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