Customer Experience & Digital☁ Transformation – Transition Management - Life-sciences Industries

• 2014 - Present

Customers: Beneo, Arysta, Belchim, ABB, Lonza, Elemica, MAS Seeds, Trapview, Heliopotasse in BE, CH, FR Acting as a catalyst, build deep understanding of a client’s B2B/B2B2C business challenges; provide advices and expertises on strategies to increase customer ‘insights & retention’, market shares; improve financial results including 'marketing to selling', 'order to cash' cycle time and return on sales. A typical brief includes: • Go-to-Market strategy development - commercial 'processes' and commercial 'forces' diagnostic • Customer segmentation & engagement model, multi touch-points including digital marketing • CRM (CX) and B2B/B2B2C digital (including eCommerce) project management • Recommendations for optimization and process re-design (marketing-to-selling; order-to-cash) • Business case development, IT systems evaluation & implementation including change management • Lead interdisciplinary teams from different functions, countries, and key stakeholders' communication Show less

Digital Center of Expertise (COE) Lead, CRM & eCommerce, EMEA region

• 2006 - 2014

2011 – 2014: Customer Experience (CX) & eCommerce programs Lead – Business Transformation 2006 – 2010: Extranet/eCommerce programs Lead – Business Transformation • Managed multi-national & multi-functional teams of subject-matter experts from Syngenta of up to 20 staff, and external consultants (Capgemini, Infosys) working on multiple projects across several countries and functions • Developed and implemented successful Customer Experience Management (CX) strategies, including delivering 'commercial force re-design business processes, digital transformation and eCommerce' programs on Time, Quality and on Budget. Digital 'technical-commercial Information, customer Interactions & Transactions' were created & ... appreciated by the Customers. RESULTS: • B2B2C/ CRM: Introduced and deployed Salesforce.com in 15+ key countries; trained & supported 1000+ commercial staff (change management); gaining high satisfaction ratings • Supported the business to achieve profitable, double-digit revenue growth, significantly outperforming the market • B2B/ Extranet & eCommerce: Introduced 2 innovative solutions as new services and touch-points: (1.) The Extranet platform provides "Informations, Interactions and Transactions" capabilities to customers; successfully processed USD 1.0bn of business through a secure, branded private extranet on SAP ISA (Hybris); and (2.) an electronic marketplace, Elemica, hosting multi-party transactions between industry partners & Distributors - USD 0.5bn • Improved interaction quality, speed to market, cost to serve for both Syngenta and its Distributors, working capital, ‘paperless’, ‘enabler for further digital channel integration’, and improved customer experience. Show less

Customer & Market Insights (CMI) / Market Researches Lead , EMEA region

• 2003 - 2005

• Led intelligence researches and coordinated team across the EMEA region; regional budget of $2 mio• Tracked brands results; value & transactional pricing; growers’ segmentation; brand/company awareness & image; customer satisfaction, new concept testing

CRM Implementation Manager, North & South American regions

• 2001 - 2003

• Supported the implementation of globally funded CRM (Customer Relationship Management) capabilities to North & South America regions, from strategy definition to project implementation; provided direction, re-enforced global best practices • This was part of an $80 mio transformation program that underwrote double digit sales growth.

Business Planning Manager, Global Agribusiness

• 2000 - Jan 2001

Novartis Agribusiness• Developed & delivered crop planning activities for both crop protection and seeds businesses

Business Marketing Manager, France

• 1999 - Jan 2000

• Developed strategy, optimum marketing mix to delivering the campaigns of fungicide businesses• Supported sales forces to deliver the campaigns --> With Teams, achieved actual sales volumes of $80 mio

Regional Sales & Marketing Manager, France

• 1997 - 1999

• Responsible for sales, marketing, working capital and profit; Managed team of 17 technical & commercial people • Delivered sales of $25 mio business on the field crops market and $10 mio on the vine market • Responsible for sales, marketing, working capital and profit; Managed team of 17 technical & commercial people • Delivered sales of $25 mio business on the field crops market and $10 mio on the vine market

Market Manager - USA

• 1993 - 1997

• Managed strategy, positioning and optimum marketing mix for major brands in the US market• Responsible for marketing of pyridate brands – delivery against P&L of $25 mio

Sales & Marketing Manager - Belgium

• 1990 - 1993

• Established distribution network; Implemented go-to-market strategies, delivered $8.5 mio of direct sales from Zero

Technical Sales Representative

• 1986 - 1989