Vrije Universiteit Amsterdam (VU Amsterdam)

Veenlanden College Mijdrecht

Managing Director at Fietsenwinkel.nl

Je klantenservice eindelijk geregeld.

Als verlengstuk van jouw bedrijf borgen we de klanttevredenheid en verlagen we de kosten.

Je wilt je klanten zo goed mogelijk te woord staan, ze écht verder helpen en hun problemen oplossen. Zodat ze tevreden blijven of zelfs fan worden. Maar tegelijkertijd is het ook je zorgenkindje. Problemen met de bezetting, onvoldoende sollicitanten, de administratieve rompslomp – en ondertussen lopen de wachttijden op. Dat kan beter. Menselijker. Toegankelijker.

Besteed je klantenservice uit en bied je klanten de beste ervaring. Want je klanten verdienen de beste service die ze zich kunnen wensen. Persoonlijk contact wanneer ze het nodig hebben, daadkracht wanneer ze erom vragen. Iemand waardoor ze zich gehoord en begrepen voelen. Een team waar jij op kunt bouwen en vertrouwen. Onze support agents in Suriname staan voor je klaar om jouw klanten de beste beleving te bieden.

Global Support Company

Co-Founder

Fietsenwinkel.nl

Managing Director

Responsible for all sales of International Bike Group in the Benelux. Head of 3 sales channels:  
- Retail (20 stores)
- Phone & chat sales
- B2B accountmanagement

Head of Sales

Broadening my scope both horizontally and vertically, becoming responsible for both the Dutch retail brand Fietsenwinkel.nl (NL+BE) and the international retail brand HelloRider (DK+SE) for:
- ATL marketing (mainly TV, print & outdoor) 
- International marketing calendar
- Email & social media marketing
- Visual design
- All website content & UX
- Campaign management

Manager E-commerce & ATL Marketing

Teamlead E-commerce for Fietsenwinkel.nl (NL+BE), consisting of 5-6 FTE. Responsible for:
- Managing all site content
- Optimizing on-site navigation & cross-sell
- Campaign management
- Visual design

Teamlead E-commerce - Fietsenwinkel.nl

Commercially responsible for the online shop of McGregor and part of the operational processes. Core responsibilities:
- Managing all content for the online shop (product masterdata, homepage & category pages, content & information pages)
- Merchandising the online assortment (sorting, filtering, navigation, prices, promotions, voucher codes, source codes)
- Analyzing revenue, conversion, sell-through and margin to search for opportunities to improve performance and user experience.
- Managing the e-com processes of customer service (being the link to the outsourced CS), translation (shop in NL, EN, FR, DE & ES), copywriting (outsourced), payment providers.
- As the key user of the e-commerce platform I had the mission to maintain an existing Magento shop and to set up a new shop (content and merchandising wise) on the Demandware platform, which was launched by the end of May.

McGregor Fashion Group

Online Shop Manager

Commercially responsible for the online business of a category:
Mar. 2015 – Sep. 2015: Category Home & Leisure
Sep. 2015 – Feb. 2016: Category Men’s Fashion & Sport
Responsibilities:
- Conversion optimization (navigation, ranking, cross-sell, photography)
- Analyzing traffic, conversion, stock levels, sales and margin to initiate improvements
- Communication with brands about assortment, stock, prizing and promotions to improve sales performance
- Merchandising in newsletter, homepage and category pages and via online marketing

Sr. Category Specialist E-commerce

One-year Corporate Management Traineeship (group of 6) with bi-weekly management courses to educate towards higher management within V&D, while executing 3-4 month projects:
- Jul. 2014 - Sept. 2014: Project manager redevelopment V&D Arnhem
- Sept. 2014 - Oct. 2014: Project manager Customer Service Desk at V&D distribution centre Nieuwegein
- Nov. 2014 - Mar. 2015: Floormanager men’s fashion and luggage at V&D Den Haag

Corporate Management Trainee

During a 1,5 year period I managed multiple online marketing channels, becoming an allround online marketeer:
- SEA - Managing Adwords campaigns including GDN and Google Shopping
- SEO - Technical optimization, link building and content management
- RTB - Display bannering, retargeting as well as branding display campaigns
- Productfeed management - Optimization of the segmented product feeds for e.g. affiliate marketing, Google Shopping and comparison sites
- Affiliate Marketing - Coordination of publisher promotions mainly based on cost per sale

Online Marketeer E-commerce

As an intern of the Senior Brand Manager of KLM The Netherlands I developed various marketing & campaign management skills. Core tasks: 
- Coordination of B2C marketing campaigns
- Developing print advertisements and advertorials
- Email marketing
- External communication for new destination launches
- Event management (KLM Open)

Mark de Vos