Customer Success Manager | D&I Lead

• Jan 2022 - Present

As a proud member of the Lepaya team, I have played a role in the company's remarkable growth, witnessing our workforce grow from just over 100 employees to nearly 400 in a short span of 1.5 years. This impressive achievement has been driven by a combination of organic expansion and integration of three acquisitions. Throughout this journey, I have been dedicated to continuously improving our processes and workflows, ensuring that Lepaya remains agile and scalable. 📈 Customer Success Manager | Project Manager | Trusted Advisor 📈 In my capacity as a Customer Success Manager, I actively contribute to Lepaya's mission by setting up, managing, and evaluating Learning Programs for our global enterprise clients. Serving as a trusted advisor, I guide our clients in making informed decisions regarding training programs and power skills, aligning these initiatives with their specific needs and goals. 💼 Fostering Impactful Learning & Development Initiatives 💼 A significant aspect of my responsibilities centers around ensuring that our L&D initiatives have a profound impact on our clients' organizations. I meticulously measure and assess the outcomes of our programs, ensuring they yield the desired results and drive tangible growth. 💡 Driving Diversity and Inclusion (D&I) 💡 Beyond my role as a Customer Success Manager, I also take great pride in serving as a D&I Co-Lead at Lepaya, working alongside two talented colleagues. Leading two sub-teams, which focus on projects that promote equitable opportunities within our organization, fostering an inclusive and supportive work environment for all. I am honoured to contribute to Lepaya's success and be part of a team that is making a real difference in the world of technology and learning & development. Together, we are shaping a brighter and more inclusive future for our organization and beyond. Let's connect and collaborate to drive positive change! ✨ Show less

Interim Operations Manager Region Amsterdam & Project Manager - Operational reorganisation

• Aug 2021 - Dec 2021

🏢 Driving Organizational Transformation at Sixt Rent Operations, Amsterdam 🏢 During a rewarding freelance contract, I took charge of a challenging re-organization project at Sixt Rent Operations in Amsterdam. My responsibilities encompassed all aspects of the project, from scoping and planning to the initial implementation of the transformative change. 📋 Project Scoping, Planning, and Implementation 📋 As a key contributor, I meticulously scoped and planned the project, ensuring its alignment with the organization's objectives and vision. Throughout the early stages of implementation, I provided hands-on leadership, ensuring a seamless transition and maximising the project's effectiveness. 💼 Operational Staff Management and Support 💼 Simultaneously, I also took on the role of operational staff manager, providing crucial support to the team during this period of change. By fostering a collaborative and supportive work environment, I empowered the team to thrive amidst the transformation. I am proud of the positive impact achieved during this contract, driving significant improvements in the operations and contributing to the overall success of Sixt Rent Operations in Amsterdam. It was a rewarding experience, and I look forward to taking on more exciting challenges in the future. Show less

Project Operations Manager

• Apr 2021 - Jun 2021

Sometimes things do not work out the way you hoped they would. If you are curious about this experience, please send me a DM. Sometimes things do not work out the way you hoped they would. If you are curious about this experience, please send me a DM.

Excecutive Regional Learning & Development Manager & Customer Experience Manager (CXS) - Benelux

• Feb 2020 - Apr 2021

As a Regional Learning & Development Manager and Customer Experience Manager at Sixt, I held two key roles that were integral to the company's success and growth.As the Learning & Development Manager, I was responsible for various crucial aspects, including the successful implementation of new software, facilitating cross-functional communication for development needs, conducting CX mapping, gathering feedback, and creating development roadmaps.• Project Management for QM and CX initiatives • Quality Management and CX, including: quality of digital customer communication, corporate standard checks, customer satisfaction initiatives and ensuring excellent customer service standards in all branches • Creation and execution of L&D, KPI, CX and QM strategies for the Benelux • Consulting Managers in making strategic plans to reach their KPI ́s. Follow up and holding managers accountable for continuous improvement and achieved results. • Leadership trainings & coaching of management • Continuous review and improvement of existing training offers, as well as design and development of new training content • Management of online training platforms, including content creation, design, implementation and evaluation / reporting • Analyze and communicate results to MT and Directors, including strategic plans to reach targets. • On-boarding and training cycle / roadmap of all new hires in the Benelux. • Benelux Sales and Service KPI ́s for operations, setting yearly KPI targets on local, regional and country level. • Internal communication – weekly, bi-weekly and monthly newsletter to all employees in Benelux Show less

Senior Regional Learning & Development Manager - Benelux

• Mar 2018 - Feb 2020

Regional Sales Performance Manager (L&D) - Benelux

• Feb 2017 - Mar 2018

Customer Success Manager

• Mar 2015 - Feb 2017

I was privileged to join Oaky during its pilot phase, collaborating closely with three co-founders and a developer to build the startup from its very first customer. Oaky stands as a prominent SaaS company, offering white-label upsell applications tailored to hotels. Throughout this incredible journey, I actively participated in strategic decision-making, product scope, and continuous improvement initiatives. My expertise spanned a diverse range of responsibilities, including Account Management, Customer Success, Onboarding, Training, Product Optimization, Product Management, Application setup, and Communication. As a Customer Success Manager, my responsibilities encompassed: I took pride in fostering excellent communication with our clients, effectively minimising churn rate and achieving a churn rate of less than 3%. A crucial aspect of my role involved translating our clients' needs into actionable product development matters, collaborating closely with our development team. Analyzing performance data and leveraging insights, I optimized the performance of our clients' applications, ensuring they consistently received the best results. With a focus on client success, I facilitated the seamless onboarding of new clients, providing them with optimized content to ensure a smooth start. Additionally, I conducted comprehensive training sessions for staff members, empowering them to leverage our product functionality and best practices. I had the privilege of managing our accounts, ensuring their ongoing success and satisfaction. Utilising statistical analysis of data, I continuously improved performance, driving even greater success for our clients. My journey with Oaky was truly fulfilling, witnessing its transformation from a startup to a leading SaaS company. I am eager to explore new opportunities to apply my expertise and drive success in the dynamic world of tech and hospitality. Show less

Clubbar Commissioner

• Nov 2012 - Nov 2013

Student Association La Confrérie is the student association of Hotelschool The Hague. The Board of La Confrérie consists of 7 students, with their own responsibilities, however all 7 combined have the overall responsibility of the association. During this year I was responsible for the bar of the association, which we created a new concept for and the bar saw a complete re-building in line with this. During this period I got to experience the whole process of creating, implementing, opening and re-evaluation of a new concept. This year taught me a lot about communication, team work, managing people and my own stress behavior. Show less

Chairman of the Board

• Nov 2012 - Nov 2013

Conference Management Assistant

• Aug 2011 - Feb 2012

Internship for Hotelschool The Hague. I worked as a conference management assistant where my responsibilities included set-up, logistics, communication and management. The hotel handles conferences on many scales from 5 to up to 1000 delegates. Internship for Hotelschool The Hague. I worked as a conference management assistant where my responsibilities included set-up, logistics, communication and management. The hotel handles conferences on many scales from 5 to up to 1000 delegates.

Waitress / Bartender

• Nov 2007 - Jan 2011

Hemsedal Café is a company with in total seven different serving places and rental apartments, all located in the ski village of Hemsedal. I was mainly employed at Hemsedal Café itself, which is a restaurant, café and after ski, however over the years I worked at all different locations of the company when needed. Hemsedal Café is a company with in total seven different serving places and rental apartments, all located in the ski village of Hemsedal. I was mainly employed at Hemsedal Café itself, which is a restaurant, café and after ski, however over the years I worked at all different locations of the company when needed.

Ferskvare Assistant

• Jun 2003 - Sep 2007

Meny AS is one of Norways largests chain food stores. My function was as an employee in the delicatessen department of the store. Responsibilities: ordering, displaying, preparing and selling various foods. Started with working part time next to high-school and continued full time after finishing school. Meny AS is one of Norways largests chain food stores. My function was as an employee in the delicatessen department of the store. Responsibilities: ordering, displaying, preparing and selling various foods. Started with working part time next to high-school and continued full time after finishing school.