Experience

Worldline Merchant Services

• Financial Services
• 500 - 600 Employee

• Global Customer Excellence | Regional Businesses in Merchant Services

  • Jun 2022 - Present

  • Steer and coordinate the customer satisfaction program across 20+ countries• Build the Customer Experience dashboard and collect the Voice of Customer across the full journey cycle: define, set-up & align KPI’s across CMO and COO• Design the Customer Excellence roadmap based on pain points captured, drive and monitor the operational action plans solving these pain points• Streamline processes by collaborating with different stakeholders• Develop and train on best practices

• Global Sales & Market Operations | Global Merchant Services

  • Jan 2019 - May 2022

  Global Business Partner guiding local organizations in implementing process and projects Key acquisitions of Six Payment Services in 2019 (20+ countries), Ingenico in 2020 (40+ countries), Eurobank and Cardlink in Greece, Axepta in Italy, Handelsbanken in Sweden in 2021...)• Drive the Group Customer Satisfaction & Continuous Improvement program within the GBL, guide the local business units for the actual implementation• Industrialize and optimize business processes leading to more effectiveness• Define (financial) KPI's to measure and benchmark business performance• Organize business trainings and updates for 1,500 employees across 40+ countries• Monitor and report the post-merger integration synergies• Contribute to M&A initiatives on operational excellence aspects• Consolidate reports & presentations to the senior management and executive committee Show less

• Customer Research & Insights | Merchant Services Belgium

  • Sep 2015 - Dec 2018

  New role from scratch: feed the customer satisfaction and retention strategy by managing researches, delivering insights and actionable recommendations • Support the development of new products by assessing the market potential and level of cannibalization, defining the pricing strategy and forecasting the unit sales, identifying the drivers and limiters of demand, optimizing features• Define a new sales segmentation based on customer value



Ipsos

• France
• Market Research
• 700 & Above Employee

• Research Consultant

  • May 2014 - Aug 2015

  • Predictive success and launch validation (sales forecast, pricing strategy, value proposition and optimization, commercial positioning) of durables and services for international companies• Brand awareness & Image perception worldwide

• Senior Research Executive

  • Mar 2012 - May 2014

• Research Executive

  • Apr 2010 - Feb 2012



ICMA International

• Brussels Area, Belgium

• Data Analyst

  • Feb 2010 - Apr 2010

  Temporary contract on data analysis and reporting of a multi-country employee satisfaction research for a FMCG company Temporary contract on data analysis and reporting of a multi-country employee satisfaction research for a FMCG company



Blauw Research - Market Research Agency

• Netherlands
• Market Research
• 1 - 100 Employee

• Trainee Research Executive

  • Mar 2009 - Jul 2009

  3-month trainee in a UK market research agency, working on a Gallup research project • Editing and routing checks of questionnaires, data entry and manipulation in SPSS • Review fieldwork performance and data 3-month trainee in a UK market research agency, working on a Gallup research project • Editing and routing checks of questionnaires, data entry and manipulation in SPSS • Review fieldwork performance and data



The Destree Institute

• Namur, Belgium

• Research Fellow at the Foresight Unit

  • Apr 2006 - Nov 2008

  Consultancy helping local and European players design long-term vision and sustainable strategic projects addressing the challenges of the future • Qualitative and quantitative data analysis, trends and market dynamics, workshops and in-depth interviews to identify the areas of development, build a shared vision and actionable strategy • Contribution to the projects of Interreg III, Wallonie picarde 2025, CSC 2020, … Consultancy helping local and European players design long-term vision and sustainable strategic projects addressing the challenges of the future • Qualitative and quantitative data analysis, trends and market dynamics, workshops and in-depth interviews to identify the areas of development, build a shared vision and actionable strategy • Contribution to the projects of Interreg III, Wallonie picarde 2025, CSC 2020, …