SUAS - A Schouten & Nelissen Company

Maastricht University

365 Succesvol

Career coaching by People Forward

Management coaching

Icelandic language course

NCOI

Breda University of Applied Sciences

Hanze

Student Exchange Program

Customer Experience Development & Innovation

Enhancing  the Icelandair Saga Club Loyalty Program

- Leading collaborative efforts to make the Saga Club program even more rewarding for members, by means of Gamification and Surprise & Delight.
- Analysing data to identify opportunities to optimise the programme, service delivery, and overall member experience.
- Monitoring key metrics to ensure changes benefit both members and Icelandair.

Icelandair

Project Manager Loyalty & Customer Engagement

Improved Airport Travel Experience for Icelandair Passengers Across Europe

- Identified traveler pain points like long lines and confusing airport layouts.
- Collaborated across teams to streamline processes for a smoother travel experience.
- Improved passenger communication during disruptions, keeping travelers informed.

Airport & Lounge Experience Manager Europe

Led Customer Experience Transformation

- Led a company-wide initiative to enhance customer experience across all touchpoints, from sales and marketing to service. 
- Managed key commercial departments, including revenue management, network planning, sales, marketing, and customer service teams. 
- Successfully implemented HITIT, a new passenger service system (PSS). 
- Maintained strong team spirit and ensured continued success despite the challenges of COVID-19.

Cabo Verde Airlines

Vice President Customer Journey

Boosted Sales in the Benelux Region

- Developed and implemented a sales strategy that contributed to a significant revenue increase of 263% in Amsterdam and Brussels (2009-2019).
- Led a motivated sales team to achieve strong results. 
- Collaborated with stakeholders to ensure optimal return on investment (ROI).

Country and Sales Manager Benelux

Led the Global Sales Support Team.

- Headed the Global Sales Support Team, driving improvements in process efficiency and workflows. 
- Optimised B2B customer service across the globe, ensuring a smooth experience for our partners.

Manager Global Sales Support

Led the Sales Teams

- Managed the Sales Teams in Germany, Benelux, Austria, and Switzerland, fostering a more centralized and collaborative approach. 
- Harmonized fares, fare conditions, and reservation fees across the DACH (Germany, Austria, Switzerland) and Benelux regions for a more consistent customer experience.

Country and Sales manager Germany, Benelux, Austria and Switzerland

Spearheaded the Sales Team

- Played a key role in shaping Icelandair's overall strategy, actively participating in discussions on sales, revenue management, product improvements, and business process optimisation.

Results:
Leadership recognition: Awarded Best Manager in the 2016 Global Gallup Survey.

Sales & Marketing Manager

Sales Representative the Netherlands

Taking care of group travel requests from the Spanish, German and Israeli markets travelling to the Netherlands.

ITB Amsterdam

Account manager

Led Dutch Djoser tour groups in Ecuador and Venezuela, ensuring a memorable holiday experience.

Djoser

Tourleader

Conducted a customer satisfaction survey on board Galapagos Island cruises, analysing results to identify areas for improvement.

Manon ten Have