About

I’m an executive with 15+ years of experience driving digital transformation and customer growth for some of the world’s most influential luxury brands, including Tommy Hilfiger, and Calvin Klein, Swarovski, Tory Burch, and Lacoste, and managed customer support for Louis Vuitton, Chanel and Ralph Lauren.I’ve led e-commerce and customer services at scale — managing 2M+ annual customer contacts across 27 European markets, overseeing 250+ FTEs, and steering transformation programs with a deep understanding of EU regulations and market-specific nuances in Europe and the Middle East.My impact is defined by results. I delivered annual savings through a seamless migration to Salesforce Service Cloud while elevating service standards and unlocking new digital channels on Salesforce Commerce Cloud, Shopify Plus (Chalhoub Group) and IBM Websphere 9.0 (PVH).

I led e-commerce operations for Chalhoub Group the GCC largest luxury distributor, implementing digital payment strategies, omni-channel support, that improved retention and safeguarded revenue. I’ve consistently turned strategic goals into operational reality — whether building post-purchase excellence, strengthening fraud prevention, or scaling service delivery models across multilingual markets.I bring a leadership style that balances strategic vision with operational rigor. I build, high-performing teams, make data-led decisions under pressure, and deliver sustainable growth without compromising brand equity. For luxury brands, the differentiator is not only product but experience — and my expertise lies in ensuring every digital touchpoint reinforces loyalty, revenue, and long-term value.

Experience

Founder
PPOC Consultancy

Jun 2022 – May 2025 • Amsterdam

Advise - luxury retail and e-commerce brands on omni-channel strategy, digital payments, fraud prevention, and customer experience optimization.Deliver - Process improvements, contract negotiations, and budget management resulting in cost reductions and revenue growth.Lead - leadership development, digital transformation initiatives, and post-purchase experience enhancements to drive customer loyalty and operational efficiency.

• ppoc consultancy

Vice President E-commerce Operations & Customer Services • Chalhoub Group

Jun 2022 – Dec 2023 • Dubai, UAE

Vice President at Chalhoub Group, the largest retailer and distributor of luxury brands in the Middle East and North Africa responsible for teams across Operations, Customer Service & Digital payments.Extensive tech stack expertise: SAP Hana, Medallia, Genesys, Sprinklr, Carriyo, Retail Unity OMS, Salesforce Marketing Cloud, Salesforce Commerce Cloud, Checkout.com, Mulesoft, Magento, Shopify Plus, Salesforce Commerce Cloud, Oracle OMS, Muse Marketplace, Tamara, Tabby.

• chalhoub group

• We transformed an unprofitable e-commerce business into the group’s growth engine, achieving a 17% profit margin. Leveraging a Google Looker data lake we delivered a 12 month E-commerce revenue growth from $110M GMV to $209M GMV.

• Built and led an omnichannel operations team and control tower supporting brands including Guess, Tory Burch, Max Mara, Lacoste, Faces, Dyson, Swarovski, Michael Kors, and The Deal across all GCC countries.

• Directed Customer Service for 48 brands across six GCC markets (50 FTE, 1M+ annual contacts), using Genesys AI to improve satisfaction by 20%.

• Drove last-mile excellence, cutting order delivery cycle times and launching a 4-hour premium “white glove” delivery in KSA, increasing sales by 15%.

• Partnered with Digital Payments to achieve 98% credit card authorization rates, hold bad debt below 0.3%, and grow BNPL to 30% of sales.

• Established an omnichannel audit team in KSA, optimizing eCommerce brand (Swarovski, Tory Burch, Michael Kors, Lacoste) journeys to cut cart abandonment by 12%, boost conversion by 8%, and add $2.2M in annual digital revenue.

• Redesigned the existing returns process, reducing refund timelines by 89% and raising CSAT from 7.1 to 8.7.

Director E-commerce Operations & Customer Services • PVH Corp

June 2014 – Dec 2022 • Amsterdam, Netherlands

Director at PVH one of the world’s largest fashion companies, connecting with consumers in over 40 markets. It’s iconic brands include Calvin Klein and Tommy Hilfiger. Responsible for teams across Operations, Customer Service & Digital payments.

• PVH

• Directed Operations, Customer Service, and Digital Payments across 27 Calvin Klein and 25 Tommy Hilfiger markets in Europe, driving eCommerce growth from €433M to €815M GMV, with a total customer base of 120M+ and Tommy Together loyalty program.

• Led Omnichannel Operations during the COVID-19 crisis, delivering 5.3M orders, adding 3.5M new consumers, and maintaining 6.5M SKUs in stock under unprecedented supply chain disruption.

• Oversaw Customer Service across 7 languages, 5 channels, and 250+ FTE, executing rapid COVID-19 contingency plans by deploying 200+ remote workstations to maintain uninterrupted support.

• Owned PVH’s Digital Payments strategy, managing ~$1B in annual transactions, improving resilience and performance through a six-month replatforming from Wirecard to Adyen, mitigating risk on €727M in payment volume and delivering €5M in annual savings.

• Expanded marketplace reach by launching Zalando and AboutYou Partner Programs in 7 countries, adding €32M in incremental revenue (€21M Zalando, €11.8M AboutYou).

• Delivered PVH’s headless ecommerce rollout (July 2020), including a new checkout experience that increased conversion by 1.4%.

• Partnered with Legal to implement GDPR compliance across 52 brand and market websites, ensuring full adherence to European data protection standards..

Head of Quality & Control • Achmea - Agis

Dec 2011 – Jun 2014 • Leiden, Netherlands

Head of Quality & Control overseeing financial control teams for Achmea B.V. one of the largest financial service providers in the Netherlands. In addition to the Netherlands, Achmea is actief in five European countries.

• Achmea

• Led financial control team to strengthen governance and prevent financial leakage in insurance claims, achieving €40M in annual recoveries.

• Drove process efficiency by reducing processing times, streamlining workflows, and eliminating redundancies, delivering €5M in annual cost savings.

• Enhanced risk management by identifying and mitigating weaknesses in health insurance claim processes, reducing potential financial exposure by 15%.

• Monitored the Refunds team's ability to recover excess or improper payments, tracking the percentage of funds successfully recovered. recover percentage =<91%.

Managing Director • Boretti

Oct 2008 – Sep 2009 • Watergang, Netherlands

P&L responsible for Boretti BV, a market leader in luxury cookers and kitchen equipment with branches in the Benelux, Spain, and Indonesia.

• Boretti

• Directed retail channel operations of 500+ points of sale, driving performance, efficiency, and customer satisfaction across all markets.

• Achieved a 98% Customer Satisfaction Score (CSAT) through service process redesign and elevated post-sales support standards.

• Increased Inventory Availability to 98%, cutting lost sales and strengthening customer loyalty.

• Reduced Order Delivery Cycle Time by 30% and improved On-Time-In-Full (OTIF) delivery to 95%, boosting delivery reliability and brand trust.

• Lowered logistics and shipment costs by 18% through vendor consolidation and route optimization.

• Improved Payment Conversion by 12% and cut fraud rates to below 0.15%, ensuring secure and seamless transaction experiences.

• Initiated the redesign of boretti.com and the eCommerce platform, enhancing digital experience, conversion, and brand engagement.

Senior Business Process Manager. KPN • Telfort

2006 – 2008 • Amsterdam, Netherlands

Responsable for Telfort initiatives to optimize the business through process simplification and more efficient litigation. Achieved short- and long-term cost savings while increasing customer satisfaction and revenue.

• KPN

• Led strategic initiatives to simplify operations, streamline litigation processes, and enhance customer experience, delivering sustainable growth and efficiency

• Achieved €8M in annual cost savings through process simplification and workflow optimization.

• Improved Customer Satisfaction (CSAT) by 6 points through targeted service redesign and faster resolution times.

• Launched SIM-only subscriptions, driving 300% revenue growth and expanding market share in the postpaid segment.

• Boosted customer retention by 25% by introducing a dedicated Save Team, significantly reducing churn and improving lifetime value.

Senior Manager Voice & Data Specialists • Telfort

2004 – 2005 • Amsterdam, Netherlands

Leading a team of over 20 data & network specialists who support Telfort's/O2 large accounts and data end-users.

• O2

• Boosted team efficiency by 20% through effective network management and optimization.

• Directed the implementation of new Telfort products within existing SLAs and quality standards, ensuring seamless integration and market readiness.

• Represented Telfort at the OPTA board (the Netherlands’ independent telecom regulator) on number portability litigation, safeguarding company interests and regulatory compliance.

• Optimized the service delivery chain, improving cross-departmental efficiency, communication, and time-to-market.

• Streamlined production planning and process workflows, achieving significant cost efficiencies and operational consistency.

Manager Service Delivery Chain
• O2

2002 – 2004 • Amsterdam, Netherlands

Responsible for the implementation of new Telfort products. Representing Telfort at the OPTA board concerning number portability litigation matters.
OPTA has existed since 1997 as an independent regulator of the postal and telecommunications market in the Netherlands.

• Boosted customer retention by 25% by introducing a dedicated Save Team, significantly reducing churn and improving lifetime value.

• Directed the implementation of new Telfort products within existing SLAs and quality standards, ensuring seamless integration and market readiness.

• Represented Telfort at the OPTA board (the Netherlands’ independent telecom regulator) on number portability litigation, safeguarding company interests and regulatory compliance.

• Optimized the service delivery chain, improving cross-departmental efficiency, communication, and time-to-market.

• Streamlined production planning and process workflows, achieving significant cost efficiencies and operational consistency.

Supervisor Customer Care Business • Telfort

2000 – 2002 • Amsterdam, Netherlands

Managed Customer Service Front Office Business, Corporate accounts, & SME accounts.

• Led the WDST & Specialist teams, driving customer satisfaction and operational excellence across multiple service channels.

• Improved customer satisfaction to top-tier levels through targeted service improvements and proactive team engagement.ket readiness.

• Reduced customer wait time by 50% by implementing self-service options for O2 data customers on web portal and voice response system.

• Aligned team performance with company strategy, simplifying processes and reducing call volumes while boosting efficiency.

• Developed and coached high-performing specialists, fostering a culture of growth, accountability, and continuous improvement.

• Recognized for strong leadership, strategic focus, and collaboration, consistently rated “Above Expectation” in company performance reviews.