Over Nick
I scale customer operations across three dimensions that have to grow together: People, process, and P&L. Strong processes without strong teams break under pressure. Strong teams without structure burn out. I build both at once.
Track record across three Belgian companies (Poppy/D'Ieteren, Blink Charging, Coolblue):
- P&L €2M+ ownership and 35 FTE team at Poppy (D'Ieteren Group)
- Scaled and led teams from 10 to 35 people during fast-growth phases
- -50% cost per interaction — achieved without team burnout
- +400% team growth at Coolblue during service expansion, with stable quality
- -85% response time through workflow redesign and team enablement
What I bring:
People leadership - hiring, coaching, performance management, building team structures that survive scaling.
Process & automation - Zendesk, Intercom, Notion, Looker Studio, Monday,..
Commercial ownership - P&L, unit economics, cost-to-serve optimization
Change management - cross-functional alignment during expansions & changes
My focus is not short-term growth at all costs, but models that scale without increasing complexity, cost, or team pressure. Growth and a healthy team are not opposites - they're the same project.
Open for interim, freelance, or project-based assignments in Belgium, BeNeLux, or remote.
Engels
Tweetalig / moedertaal
Nederlands
Tweetalig / moedertaal
Kan op locatie werken
Antwerp (tot 50km)
Werkervaring
- Poppy Mobility nvHead of customer experience & operationsAUTOMOBIELseptember 2023 - Vandaag (2 jaren en 11 maanden)Antwerp, België- lead a department of 35 people-oversee all frontline and back-office operations, ensuring seamless support across channels (chat, phone, mail) and 7/7 service delivery.-responsible for recruiting, coaching and developing team leads and operational staff.-directly manage team structure, staffing levels, training, scheduling, and performance tracking.-continuously improve service flows and internal processes to optimize SLA performance, reduce response times, and boost customer satisfaction.- monitor department costs and align monthly budgets.-collaborate with MT and the CEO to align service strategy with company goals.
- Coolblue — ServiceOperations Optimizationjanuari 2022 - januari 2023 (1 jaar)Optimized operations for a 30-person multichannel support team. Increased efficiency and quality through workflow standardization. Cut overtime and improved coverage with smarter planning. Partnered with training and process teams to align CX standards.
- Blink chargingTeam lead serviceENERGIEjanuari 2023 - september 2023 (8 maanden)Antwerp, België- Managing three distinct teams: Customer Service, Aftersales Account Managers, and the Configuration Team- People management, including daily coaching and performance tracking- Project management across service improvement and internal initiatives- Facilitating collaboration and coordination between teams- Setting priorities in work planning and project execution- Conducting job interviews and recruitment processes- Initiating and leading process improvement projects- Evaluating, mentoring, and supporting individual team members in their development- Achieving KPIs and setting new performance goals, with continuous follow-up and optimization
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