Product owner & customer journey specialist

• May 2023 - Present

Productmanager

• Apr 2022 - May 2023

As a productmanager I:- Determine and implement the best strategy for my product categories.- Optimize customer journeys based on online customer behaviour and relevant data/metrics.- Present, ellaborate and provide insights in the commercial results of my product categories.- Analyse data to determine how we can improve our assortment based on the customers needs.- Determine and implement the optimal pricing strategy.- Deep-dive into return reasons, formulate action points and make improvements.- Optimize SEO and SEA for my product categories based on search volumes. Show less

Project manager Store Sales

• Jul 2020 - Mar 2022

As Project manager Store Sales I improve the profitability and customer experience of the Coolblue physical stores in The Netherlands, Belgium and Germany.Current product group focus is espressomachines.

Product Journey Specialist

• Nov 2018 - Jul 2020

Analyzing and improving the online and offline customer journey and increasing organic traffic and conversion. - Qualitative and quantitative analysis- Determine customer segments and customer journey- Improve organic ranking (SEO), conversion and add-to-cart.- Determine content strategy for the website, stores and marketing communications- Improve online navigation and linking structure- Projects to reduce returns and customer contact- Tools and metrics used include: Tableau, Google Analytics, Google Search Console, Google keyword planner, Pro Rank Tracker, Crazy Egg and Ussabilla. Show less

Product launch specialist | Apple

• Feb 2017 - Oct 2018

Improving the Coolblue Apple customer journey with product launches as the main focus.- Data analysis of returns, customer contacts and NPS- Projects to reduce costs on returns and customer contacts - Analyzing and improving internal processes regarding Apple product launches- Setting up and organizing Apple training program's for store employees in The Netherlands and Belgium

Product Specialist

• Feb 2015 - Jan 2017

- Creating and providing Product training programs for customer service employees- Creating E-learnings- Review moderating- Handling and resolving difficult questions, cases and escalations

Internship Product Manager

• Nov 2013 - May 2014

Project: Product launch of Balmain hair styling line My main task was to create a corporate identity manual and record the brand values and corporate identity of the new product line. In addition, I helped organize and coordinate the internal product launch and press launch. Project: Product launch of Balmain hair styling line My main task was to create a corporate identity manual and record the brand values and corporate identity of the new product line. In addition, I helped organize and coordinate the internal product launch and press launch.

Internship Communication and marketing

• Nov 2010 - Apr 2011

- Creating communication plans, online content and internal news letters - Coordinating a social media project for de Gemeente Rotterdam. - Stakeholdermanagement - Coaching graphic design interns - Creating communication plans, online content and internal news letters - Coordinating a social media project for de Gemeente Rotterdam. - Stakeholdermanagement - Coaching graphic design interns