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(Updated 2022-02-25)CX/UX platform project leader
Manama, Bahrain
Beginner Dutch, English, Arabic
- Strong conceptual thinker, excellent implementer
- 10+ platforms designed, implemented, and enhanced
- 30+ years experience with digital customer journeys
Skills (26)
SALES PROGRAMS
Customer Insight
GOVERNANCE
Digital Marketing
RETAIL
SALES MANAGER
MARKET SHARE
METRICS
PROGRAM MANAGEMENT
BUDGET
CRM
COACHING
E-MARKETING
Drivers
CHIEF EXECUTIVE OFFICER
MARKETING MANAGEMENT
Strategic planning
STRATEGIC MARKETING
BUSINESS DEVELOPMENT
Marketing
BUILDING AUTOMATION
CONTENT MANAGEMENT
Consultative Sales
REGIONAL SALES
ATC
FACETS
Summary
➔ Dynamic, digital change leader, bringing over 30 years' of B2C & B2B top -and bottom-line change
leadership in complex, technology-driven sectors.
➔ Thought leader in the field of complex organizational challenges related to strategy design, customer
journey management, service concepts, organization governance and business processes design, digital
transformation, and omnichannel e-retailing.
➔ Offer a rare ability to address challenges from a conceptual strategic perspective while driving results
effectively by focusing on operational short/mid term OKRs and leading metrics.
➔ Inspire and motivate people from all cultures to a common cause; strong background in attracting, and
developing multinational teams in various international contexts, namely Amsterdam, Bangkok, Ho Chi
Minh, Frankfurt, Stuttgart, Doha, Riyadh, and Dubai.
Professional Experience
Founder / Managing Director
Manama
2016-12 - Present
Change Leadership: Guiding organizations with initiatives to enhance customer experience journeys while developing a customer-centric culture based on the eight success drivers. Articulation and delivery of tailored digital customer centricity programs for specific sectors, product/customer segments, and customer life cycles.
➔ Customer / Brand Journey Assessments: Designing and delivering holistic (financial) metrics-based assessments in reference to brand positioning, market segmentation, applied customer-centricity aspects, and role models.
➔ Digital Transformation: Providing strategic and tactical advisory regarding the design and scalable application of CDPs to enhance customer insight and real-time predictive analytics aiming for significant and lasting gains in customer experience journey management.
➔ Customer Journey and Brand Touchpoint Enhancement: By means of coaching and process enhancement programs, providing knowledge transfer and skills development mentorship in the fields of digital marketing, content management, and conversion rate optimization.
1 Kingdom of Bahrain taco.nieuwenhuijsen@e-marketing-s.com
➔ Customer / Brand Journey Assessments: Designing and delivering holistic (financial) metrics-based assessments in reference to brand positioning, market segmentation, applied customer-centricity aspects, and role models.
➔ Digital Transformation: Providing strategic and tactical advisory regarding the design and scalable application of CDPs to enhance customer insight and real-time predictive analytics aiming for significant and lasting gains in customer experience journey management.
➔ Customer Journey and Brand Touchpoint Enhancement: By means of coaching and process enhancement programs, providing knowledge transfer and skills development mentorship in the fields of digital marketing, content management, and conversion rate optimization.
1 Kingdom of Bahrain taco.nieuwenhuijsen@e-marketing-s.com
Chief Executive Officer A
Batuta.com/Magical Arabia BVI
2016-01 - 2017-01
U.A.E. - 12 / 2016 - 11 / 2017 ➔ Change Leadership: Reporting to the Board of Directors, transformed batuta.com from a regional online travel guide into a fully-fledged accommodation e-commerce booking platform.
➔ Strategy Development: Based on a strategic assessment, delivered a KSA-based growth strategy tapping into unserved market needs; piloted the articulated proposition and delivered a 5Y financial business plan.
➔ Market & Business Development: Established two regional companies (UAE and KSA) enabling batuta.com to enter into commercial dealings with hospitality operators, consumers, and governmental agencies.
➔ Consumer Brand Journey Revision: overhauled the complete digital consumer proposition and strategy for improved customer experience, engagement, and sales conversion.
➔ Strategy Development: Based on a strategic assessment, delivered a KSA-based growth strategy tapping into unserved market needs; piloted the articulated proposition and delivered a 5Y financial business plan.
➔ Market & Business Development: Established two regional companies (UAE and KSA) enabling batuta.com to enter into commercial dealings with hospitality operators, consumers, and governmental agencies.
➔ Consumer Brand Journey Revision: overhauled the complete digital consumer proposition and strategy for improved customer experience, engagement, and sales conversion.
Group Commercial Director/CCO
FTEs
2011-07 - 2016-11
Change Leadership: Established from scratch a fully-fledged corporate commercial organization (90+ FTEs), encompassing all commercial roles (i.e. KAM, Marketing, BD and regional sales), and IT platforms. Boosted the conversion of big-ticket opportunities across the company from 6% to 16% through consultative sales.
➔ Brand repositioning: Initiated and delivered a re-positioning strategy of the Dar Al Riyadh brand, incl. a coherent brand position, one company-wide service concept, propositions; aligned all service processes.
➔ Systems and Solutions Division reorganization: Grew as interim GM the opportunity funnel by 120% to $480Mn, increased the gross margin with 6% points and tripled profitability.
➔ Group-wide Strategic Planning Initiative: Introduced in 2012 a comprehensive set of company-wide business planning principles (e.g. 3Y business plan, annual planning process, BSC's, KPI's, and Q-review matrices).
➔ Design and development of a digital commercial platform (MSD): Commissioned top-notch MSD platform enhancing sales funnel management, CRM, and KAM.
➔ Brand repositioning: Initiated and delivered a re-positioning strategy of the Dar Al Riyadh brand, incl. a coherent brand position, one company-wide service concept, propositions; aligned all service processes.
➔ Systems and Solutions Division reorganization: Grew as interim GM the opportunity funnel by 120% to $480Mn, increased the gross margin with 6% points and tripled profitability.
➔ Group-wide Strategic Planning Initiative: Introduced in 2012 a comprehensive set of company-wide business planning principles (e.g. 3Y business plan, annual planning process, BSC's, KPI's, and Q-review matrices).
➔ Design and development of a digital commercial platform (MSD): Commissioned top-notch MSD platform enhancing sales funnel management, CRM, and KAM.
Dar Al Riyadh Consulting
2011-01 - 2016-01
REV $300Mn|6 div. - 3 JV's|3K+ emp.
Vice President
Global Marketing
2009-11 - 2011-06
➔ Change Leadership: Drove a CEO endorsed change program enhancing the global marketing strategy, including the orchestration of all global/regional marketing roles (e.g. branding & product dev., digital and eCommerce, MARCOM, research, FFP). Budget responsibility of $110+ Mn, 50+ FTEs at H.O. and 70+ FTEs in the field.
➔ Increase Marketing Effectiveness: Converted the global marketing strategy from offline to digital resulting in an efficiency increase of 35%+ and an e-commerce revenue growth of 85% to USD. 450Mn in 2010.
➔ Evolve the marketing mission: Established a central product and research function to enhance the customer experience throughout the customer journey resulting in the Skytrax best airline of the year award (3Ys).
➔ Growth drive: Managed successfully twelve international market entry programs in 2010. Each program included a marketing entry strategy, including extensive brand communication programs.
2003 / 2009 Somfy - Global leader of Intelligent Building Automation|REV $1.8Bn|70+ countries
➔ Increase Marketing Effectiveness: Converted the global marketing strategy from offline to digital resulting in an efficiency increase of 35%+ and an e-commerce revenue growth of 85% to USD. 450Mn in 2010.
➔ Evolve the marketing mission: Established a central product and research function to enhance the customer experience throughout the customer journey resulting in the Skytrax best airline of the year award (3Ys).
➔ Growth drive: Managed successfully twelve international market entry programs in 2010. Each program included a marketing entry strategy, including extensive brand communication programs.
2003 / 2009 Somfy - Global leader of Intelligent Building Automation|REV $1.8Bn|70+ countries
Qatar Airways
2009-01 - 2011-01
Airline|REV $12Bn|110+ subs in 80+ countries|30K+ emp.
Managing Director Consumer DIY BU | Central Europe
DomoCes GMBH
2008-06 - 2009-10
Change Leadership: Developed and implemented a turnaround strategy for a 10-year loss-making DIY business by replacing retail chains (e.g. Bauhaus) for e-commerce retailing.
➔ New business initiative: Established in 4 months an e-commerce retail company - DomoCes GMBH www.rolladen7.de - in all its facets achieving break-even in ten months and profitability in 14 months.
➔ Lead Commercial Change: Managed a cost-neutral retreat from the DIY retail channel while balancing the sell-out of the existing stock of $3.5Mn and avoiding non-delivery penalties.
➔ Competence development: Built a team of online marketing/e-commerce experts driving the digital marketing and e-commerce programs of the Somfy and DomoCes companies.
➔ New business initiative: Established in 4 months an e-commerce retail company - DomoCes GMBH www.rolladen7.de - in all its facets achieving break-even in ten months and profitability in 14 months.
➔ Lead Commercial Change: Managed a cost-neutral retreat from the DIY retail channel while balancing the sell-out of the existing stock of $3.5Mn and avoiding non-delivery penalties.
➔ Competence development: Built a team of online marketing/e-commerce experts driving the digital marketing and e-commerce programs of the Somfy and DomoCes companies.
Strategic Marketing Director | North Europe
2003-03 - 2008-05
Led marketing and sales programs at retail "point-of-sale" level and introduced consumer pull activities. Managed a $5Mn marketing budget and five marketing teams (21 FTEs).
➔ Consumer focus program: Drove international marketing programs resulting in a strong growth of consumer product revenues (55% in a 2-year time frame).
➔ Business development: Led successfully new market and product entries in various countries: office building solutions in the UK ($3+ Mn in 2 years), high-end home automation in nine countries ($4 million in 2 years).
➔ Consumer marketing innovation: Led a series of unprecedented e-marketing programs (ROMI of 4.5).
2 Kingdom of Bahrain taco.nieuwenhuijsen@e-marketing-s.com
➔ Consumer focus program: Drove international marketing programs resulting in a strong growth of consumer product revenues (55% in a 2-year time frame).
➔ Business development: Led successfully new market and product entries in various countries: office building solutions in the UK ($3+ Mn in 2 years), high-end home automation in nine countries ($4 million in 2 years).
➔ Consumer marketing innovation: Led a series of unprecedented e-marketing programs (ROMI of 4.5).
2 Kingdom of Bahrain taco.nieuwenhuijsen@e-marketing-s.com
Managing Director/Founder
Bookmark Social Media
2000-05 - 2003-01
- Amsterdam, Netherlands 05 / 2000 - 01 / 2003 ➔ Change Leadership: Conceptualized, propelled, commercialized - and sold profitably to Sanoma Media - the largest Dutch PaaS community-based teenage marketing FMCG/DCG platform.
➔ Client portfolio development: Reached a steady revenue stream of $1.2Mn in 2003 (e.g. T-Mobile, Sony Music, EMI, Mars, Virgin, Walt Disney, Universal, Warner Bros, Clean & Clear, Coca-Cola, Nintendo, Fox).
➔ Client portfolio development: Reached a steady revenue stream of $1.2Mn in 2003 (e.g. T-Mobile, Sony Music, EMI, Mars, Virgin, Walt Disney, Universal, Warner Bros, Clean & Clear, Coca-Cola, Nintendo, Fox).
Director
Global Loyalty & CRM Management KLM Corporate
1998-09 - 2000-04
➔ Responsible for KLM's global frequent flier program ($55+ Mn budget / 22 direct FTEs / 180 indirect FTEs).
➔ Reorganized the organization, repositioned the FFP program and introduced CRM to KLM.
➔ Grew the FFP membership base with more than 60% to 2 million members in under two years.
➔ Reorganized the organization, repositioned the FFP program and introduced CRM to KLM.
➔ Grew the FFP membership base with more than 60% to 2 million members in under two years.
KLM Royal Dutch Airlines
1988-01 - 2000-01
KLM Royal Dutch Airlines - Air France/KLM Group|REV $31Bn|90K+ emp.
Brand & Marketing Manager
KLM GERMANY
1996-11 - 1998-08
Managed the integration of four airline brands into one combined organization.
Marketing & Sales Manager
KLM THAILAND
1994-04 - 1996-10
Doubled revenue, increased yield with 12% points and tripled market share in 12 months.
Manager Marketing Planning
KLM CORPORATE
1992-07 - 1994-03
Introduced the global marketing planning process within KLM's Passenger Division.
PM Product Dev
KLM CORPORATE
1990-12 - 1992-06
Led the strategic business case which resulted in the abolition of KLM's First class (USD 600Mn. loss-making)
PM Travel Services
KLM CORPORATE
1988-09 - 1990-11
Delivered a global stopover strategy leading to a cost reduction of $25Mn annually.
Academic Background
MA
Nederlands Instituut voor Marketing
2024-09 - 2024-09
BA
Amsterdam University of Applied Sciences
2024-09 - 2024-09
BA
Management Center Europe
2024-09 - 2024-09