Technical Customer Experience & Omni Channel
Experienced Omnichannel Program Manager who started out as an technical ICT engineer. Hence I have a broad experience in retail, Omnichannel, E-commerce, ICT, Projects and Management, developing leadership qualities along the way.
I am a good communicator and a solid business partner. I show initiative, am solution-oriented, have a business sense, eager to learn and have proven to perform under pressure. I distinguish myself by enthusiasm, flexibility, customer orientation and a commercial mentality.
My passion lies with change and improvements that have a high contribution to operating results. ICT/business processes and people should be important components. Work areas in which my qualities can be well deployed are Retail, E-commerce and Services. The organizational culture, in which I perform best, can be characterized as open, personal, entrepreneurial, innovative, international and ambitious.
My name is often misspelled in the following variations: Michiel, Michel, Michael, Micheal, Micha, Mich, Mitch...
Specialties: IT Management, Project Management, Crisis Management, IT Operations, Commercial negotiations, People management, Teambuilding, Coaching, Quality improvement, IT facilities, Make effective teams, Successful projects, Customer handling skills at all levels, Business continuity, IT Governance, PRINCE2 and ITIL
Experience @ Foot Locker
Foot Locker, Program Manager Customer Experience & Omni Channel
January 2015 - Present
I was/am responsible for the yearly allocated capital program budget and the programs that I managed were:
Move seamless to the Intershop platform (Usage of the functionality and processes of Intershop. / New responsive design / New PSP / New Fraud prevention provider / OMS system / Product Information Management System / Hosting)
Reduce system duplication / Increase Customer Experience and Conversion / Create FLE eCom Synergies and Efficiencies. (Redesign Runners Point & SIDESTEP / Same tools and processes for the content- (email and SEO) and customer experience and analysis teams (SEA, CRO and Google Analytics) / Create CS resource synergies and improve Service and Support.)
Every 4 weeks a Deployment (Reduce needed deployment effort and needed test effort, automate testing, setup a dedicated SCRUM team including product owners in the business)
Online sales channel for Australia (Utilize EU tool-set such as Shop Site, Hosting and Customer Service, Fulfillment via new fulfillment (Locate) tool from stores and warehouse and new Australian Payment Service provider)
Foot Locker, Senior Project Manager e-commerce (ad interim)
January 2015 - Present
The projects that I managed were the expansion of the European ecommerce business, taking advantage of the growing online marketplace and Foot Locker’s Europe established brand. I was responsible for the yearly allocated program budget capital and the project that I oversaw addressed:
The integration of on-line marketing activities and eCommerce to provide a single web presence in the main European countries, serving those countries with both, a retail and customer experience and building on the existing on-line structure.
The move to central fulfillment from the European Distribution Centre. (Building a dedicated e-commerce building, Creating merchandising and buying processes for the eCommerce inventory, utilize automated product and inventory feeds from and to Foot Lockers US mainframe environment)
The implementation of support and services to allow a premium customer service to be delivered to eCommerce customers in a similar fashion as to how all Foot Locker customers are dealt with our stores across the globe. (Provisioning of the external Helpdesk and associated contracts, assignment of SLAs and OLAs, Processes and procedures for ongoing management of customer service)
Payment and reconciliation including the definition of requirements for success in the selected countries, payment types, management reporting as well as the selection and implementation of the Vendor.
Design and creation of the process for ecommerce product related topics as selection width and depth, product mix, pricing of product on eCommerce, financial planning, sample availability, sample collection and shooting process, sharing of product images within Foot Locker Europe.
Appropriate reporting, forecasting and planning implemented to consistently assess the health of the business, identify and address any possible issues.
Additional Functionalities, such as Promotions & Pricing, Data Staging, Collection Creation, Category Creation, Competitions, Cash on Delivery for NL, Shipping refunds, Bazaarvoice- and YMAL integration.
Marketing launch to generate awareness for the eCommerce site in the expanded countries, resulting in traffic to the eCommerce site. Collaboration between the eCommerce and marketing team to create synergy and leverage on existing knowledge and experience.
eCom Phase II project (Expansion of the European e-commerce business to Spain, Italy and Portugal)
New tender type’s project (Provision a new payment provider and implement with more tender types for the current eCom Countries. Some are specific for a Country and some are generic.)
Clearance Store project (Create an online liquidation channel for aged products from the central distribution centre and a select group of stores.)
Euro Sizing project (Enable UK sizing on the UK eCommerce and Euro sizing for the Euro eCommerce countries)
CMS project (Implementing a front end content management system to improve Foot Locker’s front end design and appearance online and facilitate the publishing of content on Footlocker.eu)
Experience @ Nobel
Nobel, Project manager
January 2009 - January 2011
Directing various projects, from inventory to implementation, and managing expectations and changes, in order to ensure that the contract with its product solution is observed.
Monitoring project budgets and where necessary, initiating and completing targeted actions in order to prevent financial escalations.
Applying the PRINCE2 approach, providing an administrative assessment and monitoring of the good application of the project documents and the project method by others in order to ensure the quality of the implementation of projects.
Handling administrative processes involved in the daily functioning in accordance with the directives of Nobel.
Involved in various sales initiatives in order to provide general information on automation solutions and in detail the project approach, in order to contribute to convincing the customer in choosing Nobel.
Building and developing knowledge with regard to our customers and the market, automation solutions and practices in order to contribute to a high level of knowledge of the organization.
Experience @ Avis
Avis Europe plc, (Project) Manager International IT Governance
January 2008 - December 200
Over 2,900 locations in 109 countries (13 countries ownership and 96 countries franchise) Avis Europe is one of the leading car rental providers in Europe, Africa, the Middle East and Asia.
In 2008 ensured that the following IT Governance components are international introduced at Avis: Information Security Framework, IT Risk Management and IT Scorecard.
Responsible for directing the international IT Governance work group members (consisting of IT Managers from different countries).
During IT Board meetings present plans, coordinate with the Internal Audit Department and get it approved by the Avis Group CIO.
Avis Autoverhuur, Manager IT
March 2005 - December 2008
In the Netherlands Avis car rental is with more than 40 rental locations on both the airports as in the main cities one of the leading car rental providers.
Turned the IT organisation from ad-hoc to proactive;
Created uniformity in hardware, software and network;
Responsible for purchasing and contract management of purchased ICT management and operating services from external parties and responsible for the operations management;
Responsible for directing the ICT staff and ensure optimal results in the quality of work;
Responsible for the preparation of the ICT budget and commit to the agreed budget;
Various applications for the rental organization invented and improved, what have resulted into a huge efficiency rate for Avis;
Various processes improved by means of links with various suppliers and CJIB (fines);
New ICT environment for Headquarters and all rental stations;
Move of the Dutch HQ from Amsterdam to the new building in Almere;
New VOIP telephony system for the whole Dutch organisation including the rental stations and Customer Service;
A non IT outsource project to Budapest facilitated through a Citrix environment;
Participated in two major Avis EMEA ICT projects (as Steering Committee member and working group member).
Experience @ Dienst Justitiële Inrichtingen (DJI)
Medical Centre of Service Penitentiary Establishments, Interim Project leader
October 2004 - March 2005
The MZC supports the Service Judicial Establishments (Penitentiary Establishments) with concrete solutions for problems in the entire medical care. The MZC does that through the provision of services, advice and products tailored for the customer.
Responsible for the implementation of an electronic patient record (package MicroHIS) for a number of medical services within DJI/GW.
Hogeschool van Utrecht
BEng, Business Engineering (Technische Bedrijfskunde)
Hogeschool van utecht
BSc IT, Informatics
Vocational Education (MTS), Electronics