Experience

  • Operational Director ; Managing Director a.i.

    at Arhs Developments

    June 2016 - June 2019

    Bruxelles-Capitale

    - Established continuity by putting in place the correct governance structure. - Performance measurement (+150 FTE's) : motivating and evaluating of individuals and teams, career coaching, defining individual development plans, setting team objectives, bonus and salary increase assignment. - Steering recruitment team ; enhance processes to better meet customer objectives. - Full P&L management and ownership. - Successfully supported the start-up of Arhs Hellas (Greece) and introduced new near-shore services at customer. - Successfully led Crisis Management by re-directing off-track Digital Transformation projects and correcting operational inefficiencies. - Grew the account from € 5M to + € 10M revenue with the highest profit margin of the group. - As a Board member (€ +100M company with a YoY growth of +25%), I contributed to the long term strategy plans and decisions.

  • Key Account Manager

    at Alcatel-Lucent / Nokia

    July 2010 - June 2016

    Flanders

    - Successfully managed and signed contract win for BICS' Worldwide IP Core/Edge network replacement (+€15M). - Operational follow-up of all signed Work Orders, ensuring all contract commitments are being met. - Created new business lines at customer and driven those to closure whilst sustaining and further growing the existing portfolio (+€5M/year). - Steering and motivating Bid team and Pre-Sales teams to qualitative proposal deliveries. - Engaging with senior leadership of the largest customers. - Inspiring teams, fostering a culture of customer-centricity. - Defining and implementing the yearly account plan and strategy.

  • Senior Engagement Manager

    at Infosys Technologies Ltd

    June 2008 - July 2010

    Bruxelles-Capitale

    - Successfully managed all operational activities for Infosys at Telenet (+€20M/year). - Grew the account as per the yearly account plan, including full P&L responsibility. - Led and coached a team of +350 FTE's (on-site and off-shore), heading large cross divisional programs. - Contract proposal review and approval.

  • Program Manager

    at IBM

    November 2007 - June 2008

    Bruxelles-Capitale

    Led a team of 20 consultants to implement Marketing, Sales and Customer Services Platforms and Processes at Nuon.

  • IT Services Delivery Manager - CRM products

    at Proximus

    July 2006 - November 2007

    Bruxelles-Capitale

    - Managed the implementation of CRM applications and related projects such as Contact Management System, - Campaign Management, Loyalty, SFA, Bill Image, Electronic Document Management System. - Selecting and hiring the required team members in alignment with corporate targets on budget and headcount. - Giving guidance to team members and Project Managers. - Managing software package and system integrator selection. - Vendor management with regards to consulting and outsourced activities.

  • IT Program Manager - CRM and Order Management

    at Proximus

    June 2003 - July 2006

    Bruxelles-Capitale

    - Headed a Program for the implementation of the Order Management System, Sales applications and Contact Management Systems, including full P&L responsibility (+ € 30M program). - Building and defending the business case for executive management. - In charge of the RFQ process and related system integrator and software package selection. - Defining the team organization, roles and responsibilities to fulfill the project needs. - Given guidance, coaching, defined objectives and individual development plans for a team of about 150 FTE’s. - Responsible for the project budget of € +/- 30M - Assuring all governance rules are followed by applying a strict project methodology (PMI based).

  • IT Manager - Customer Care and Loyalty

    at Proximus

    July 1998 - June 2003

    Bruxelles-Capitale

    - Managed different Projects for the Loyalty, Customer Self Service, CTI and IVR domains. - Led teams, ranging from 10 to 25 FTE's ; coaching, setting objectives and expectations, defining development plans. - Successfully introduced and managed the start of off-shore activities. - Crisis management 10 yrs Proximus marketing campaign.

  • EDP Responsible

    at SPORT'O'RAMA

    May 1994 - July 1998

    Flanders

    - Successfully developed and managed a Stock- and Sales Application, including statistics and reporting functionalities for the Sports and Casual stores. - Successfully managed the start-up of an additional store. - Led and coached a team of 15 sales people. - Responsible for purchase for of the Sports department.

Education

  • Applied Information Sciences

    at Hogeschool Gent

    1989 - 1991 (2 years) Flanders

Languages

  • Dutch Native

  • French Negotiation

  • English Negotiation

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