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Gerard V.

 Geel | Belgium

 Description

Areas of Practice

  • General Management
  • Change and Transformation Management, Project Management
  • Consumer Care and After Sales Service
  • Contact Centre Management
  • Strategic purchasing, outsourcing and tender/vendor management
  • Industrial Operations
  • Quality, Safety and Environmental Management

Industry Lines

  • Consumer Electronics
  • Consumer Lifestyle
  • Fast Moving Consumer Goods

Seasoned transition executive with strong performance track record in all major functions within a business: production management, supply chain management, project management, industrial engineering, cost engineering, quality & safety management, environmental management, and CRM/marketing/after sales service. This both in a B2C as a B2B context.

Master in Engineering (Civil Engineer) combined with strong financial and business acumen (inclusive P&L ownership) and solid understanding of corporate governance and corporate social responsibility.

Change manager with extensive experience in leading and driving transformation programs, business carve-outs, acquisition integrations,  business process outsourcing and relocation of activities  that have resulted in significant cost savings while at the same time improving performance and  customer satisfaction (NPS - Net Promoter Score)

Expert in Cost (of Non Quality) management inclusive involvement of key suppliers through Warranty Compensation Agreements and the involvement of key service providers through sharp but fair Service Level Agreements

As award winner in Total Quality Management with a large toolkit, in combination with a relentless focus on the customer, I have demonstrated  the positive impact of customer satisfaction on long- term and sustainable business results.

Exposure to different cultures through expatriate assignments in Asia (Hong Kong/China – 8 years) and Eastern Europe (Hungary – 2 years) and assignments in Western Europe (Netherlands, Belgium) made me culturally sensitive and brought me the experience to lead international and virtual teams across the globe. 


 Skills

Expert

Multinational
1000->5000
Reorganisation of Department

 Languages

English

French

Dutch

Mother tongue

German


 Industries

Retail


 Experiences

Head of Consumer Care and Quality
Responsible for the integral performance of both functions at global level: from strategy development up to operational leadership in the execution. Accountable for Costs and NPS in all service touch points (web, social media, contact centres and repair workshops) in 92 markets globally.
Senior director Consumer Care Business Management
Key account representative for the consumer care function towards all the Business Groups/Product Categories of the sector in all markets globally. Development of after sales service as a business: creating service scenarios and new service concepts that enhanced the value proposition of the product

 Education

 Academic bachelor (3y) + Master (1 or 2y) (old: university, licence)


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