Flex Manager

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Customer Experience Management

Customer Experience Management

Work Experience

15 years experience in e-business, e-commerce and online marketing at both agency as business side
- developing strategic roadmaps
- delivering online sales
- managing large project portofolios with typical projects like e-commerce shops, online booking tools, CMS implementations, selfservice applications, ...

10 years experience in managing and innovating the customer experience in the frontoffice (travel company)
- defining service improvements
- functional responsibilities over call centres, ecommerce environments, partner environments, POS, retail, ...
- responsible for large scale innovation programme to improve the customer experience

experience as manager e-commerce, strategy director, manager e-services, ... in complex European environments

Education

Communication Sciences, University level
Service Design

Skills

e-business, e-commerce, customer service, customer experience management, service design, service innovation, service optimalisation, programme management

Languages

Nederlands, Engels, Frans

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