University of Amsterdam

NHTV Breda University of Applied Sciences

Account Manager at FareHarbor  -  Growth Specialist  -  Category Management  -  Strategy & Analysis  -  Ecommerce  -  SaaS

Responsible for providing guidance to all team members, in addition to encouraging the success of accounts' retention, adoption and growth using FareHarbor. As Team Lead I have in-depth knowledge of existing tools and processes used by the Account Management Team, as well as a comprehensive  understanding of the team's responsibilities, operations and metrics of success. With this knowledge and expertise, I help to finetune the success of the department, flag issues and potential threats, identify opportunities for improvement and propose initiatives that benefit the team and beyond.   

Tasks and responsibilities include:

✔ Managing a reduced portfolio of mid-market and key accounts;
✔ Supporting Account Managers by active involvement in client escalations, cross-functional CX projects, growth strategies, and process related questions;
✔ Coordinating seasonal/recurring initiatives and projects with a focus on retention, adoption and growth; 
✔ Engaging in training, mentoring and development of AMs, leading workshops; 
✔ Providing continuous evaluation of processes, procedures and information flows; 
✔ Vetting new process updates and opportunities; 
✔ Suggesting methods to improve operations and efficiency;
✔ Involvement in client communication and problem solving for accounts at risk of churn due to escalation, functionality, or client service issues; 
✔ Create and maintain a high-quality work environment so team members are constantly motivated; 
✔ Serve as backup escalation point for the AM Manager.

Specific topics of interest and projects I worked on: 

✔ Google Analytics (key user), helping out global AMs and the product team with GA related questions and troubleshooting; 
✔ Roll-out and adoption of Google Analytics 4 in Europe; 
✔ Roll-out of FareHarbor - cookie consent solutions integration in Europe.

FareHarbor

Team Lead Account Management - Europe

In addition to the Account Manager tasks and responsibilities mentioned below: 

✔ Managing several Benelux, Eastern Europe, Greek and UAE mid-market and key accounts;
✔ Training and mentoring new team members;
✔ Co-development and roll-out of growth projects and initiatives for the team; 
✔ Helping other team members with day-to-day questions, with a strong emphasis on Google Analytics, data and product related topics; 
✔ Interviewing candidates for AM roles.

Senior Account Manager

Building and nurturing relationships with 350+ EMEA accounts in the tours and activity industry. Hereby I act as a consultant and provide strategic advice to our clients regarding conversion optimization and online visibility. Ultimate goal: grow the online success of both clients and FareHarbor!

Tasks and responsibilities include: 

✔ Doing routine checkups on accounts; 
✔ Suggesting relevant and action-oriented improvements and recommendations related to FareHarbor setup (Dashboard, website integration) and online presence (e.g. website design, social media, Google My Business); 
✔ Conducting Client business reviews (Tableau, Google Analytics); 
✔ SEO and website audits (Semrush, Google Analytics);  
✔ Helping Clients grow their distribution network (OTA connectivity, affiliates); 
✔ Proactively suggesting other changes to promote Client success (e.g. retraining); 
✔ Addressing a range of inbound requests from Clients, thereby working closely together with other departments in FareHarbor (e.g. Support, Channel Support, Connectivity, Sales, Onboarding, Strategic Partnerships). 

Main tools: Google Analytics, Tableau, Google Sheets, Close, Zendesk, Airtable, Slack.

Additional projects and responsibilities: 

✔ FareHarbor Product Champion (November 2021 - November 2022), being a trusted resource for the EMEA AM Team for product related questions and updates. Informing the team about new features and upcoming releases, organizing trainings.

Account Manager

Responsible for portfolio management, yielding and day-to-day contact with B2B partners including key accounts. Tasks and responsibilities include: 

✔ Coordinate existing auctions, plan new auctions;  
✔ Monitor auctions, analyze results; 
✔ Portfolio planning and expansion (executed by the Account Manager); 
✔ Yield management, margin optimization (for both partner and Emesa); 
✔ Weekly and quarterly forecasting; 
✔ Quality management (NPS / contact ratio); 
✔ Partner reporting and evaluations;
✔ Provide input for account pitches and propositions; 
✔ Advise partners regarding business optimization;
✔ Review contract proposals; 
✔ Provide input for newsletters, campaigns and extra pushes, e.g. Auctions of the Day; 
✔ Market analysis, price checks; 
✔ Range of administrative and operational tasks including:
- Assessing and approving contracts (Odoo CRM); 
- Allocation management (MaxMind); 
- Content management (requesting auction pages, acquiring and processing partner feedback);
- Contacting partners regarding Customer Service affairs and requests.

Emesa Nederland BV | Emesa Holdings BV

Category Specialist VakantieVeilingen.nl

Global Category Manager Greece, Malta, Turkey & Cyprus for all TravelBird domains (AT | BE | BQ | CH | DE | DK | FI | FR | NL | NO | SE). 

Responsible for the domain-specific performance and optimization of my product portfolio. Tasks and responsibilities included:

✔ Strategic portfolio and promotion planning;
✔ Monitor and analyze performance (main KPIs: net revenue, net rev/visit, sessions, conversion rate); 
✔ Monitor market developments and trends; 
✔ Analyze and forecast demand (internal and external data); 
✔ Target setting; 
✔ Competitor analysis; 
✔ Price checks; 
✔ Identify and explore new opportunities for growth; 
✔ Portfolio improvement (incl. exit strategies), based on analysis and regular improvement cycles;
✔ Portfolio expansion (create product plan, brief Sales Team, check and approve contract pitches);
✔ Concept development; 
✔ Brief content team regarding product propositions; 
✔ Optimize category and product listing pages; 
✔ Quality management (NPS, value for money, product score);
✔ In close cooperation with Site Managers and Marketing, promotion of the offering (email, social media, PPC, affiliates, (joint) marketing campaigns); 
✔ Manage visibility of underperforming offers (removing from affiliate feed, blacklisting for email campaigns). 

Main tools: Tableau, Google Analytics, Google Trends, Google Ads Keyword Planner, Trello, Google Sheets.  

Additional projects and responsibilities: 

✔ Tableau key user: creating and updating (basic) Tableau workbooks for my fellow Category Managers, saving views and helping the team out with Tableau related questions; 
✔ Member of the Quality Assessment Team; 
✔ Member of the Sustainability Team;
✔ Organization of Top Traveller Event;
✔ Mentoring interns.

TravelBird

Global Category Manager

Young, dynamic and international (+35 nationalities) e-commerce scale-up based in Amsterdam. 

Responsible for Regional Getaways and Rest of Europe (Malta, Greece, Hungary & Croatia, Czech Republic) on fr.travelbird.be.

Category Manager BQ

Responsible for several Spanish and Turkish destinations. Tasks and responsibilities included:

✔ Contract management; 
✔ Packaging and price calculations; 
✔ Content management (TUI.nl and seasonal/annual brochures); 
✔ Allocation management; 
✔ Handling overbookings and negotiating compensations; 
✔ Monitoring and analyzing performance;
✔ Conducting market and competitor analysis;
✔ Price and promotion comparisons; 
✔ Quality management; 
✔ Supplier management. 

In temporary absence of a Product Manager, I was moreover fully responsible for:

✔ The Summer 2017 Turkey brochure publication for the North Aegean and Lycian Coast; 
✔ The Summer 2018 purchasing plan for Dalaman (TUI Nederland & Kras).

Product Management Employee Flight Holidays Medium Haul

Overseeing the total product offer and daily travel deals published on Bebsy.nl and the daily and weekly newsletters. Tasks and responsibilities included: 

✔ Plan and set the daily travel deals published on Bebsy.nl;
✔ Collect, analyze and interpret relevant data and trends;
✔ Select hotels, flights and package holidays, create package deals; 
✔ Set margins, calculate prices (Excel); 
✔ Monitor deadlines and quality published offers (content, price, availability); 
✔ Check and edit web and newsletter content (Clang);
✔ Conceptualize and negotiate promotions in order to stimulate sales;
✔ Product development; 
✔ Supervise (graduate) interns.

Clicksupply Travel BV

Product Coordinator

✔ Content management Bebsy.nl; 
✔ Email marketing (Clang); 
✔ Write strategic marketing plans, set budgets;
✔ Negotiate (joint) promotions; 
✔ Social media marketing (Facebook).

Marketing & Product Specialist

✔ Supporting activities for different national and international (joint) marketing campaigns (Amsterdam 2013, the City Break campaign, Arts Holland); 
✔ Content management ArrivalGuides Amsterdam (Dutch and English); 
✔ Planning and arrangement of several city dressing tools as banners and the well-known 'I amsterdam' letters in close cooperation with the Coordinator Outdoor, the municipality of Amsterdam, cultural institutions and other partners; 
✔ Visual and textual content delivery for articles, advertorials and advertisements; 
✔ Market analysis, including researching the potential of the Australian market; 
✔ Managing the email account info@iamsterdam.com.

Amsterdam Marketing

Intern Consumer Marketing

A variety of service-related tasks such as welcoming guests, solving customer complaints and F&B-related activities together with other motivated colleagues.

Annick Schakelaar