After successfully establishing the Project Delivery Office (PDO), additional teams were added to create the Customer Excellence Department, focusing on enhancing the end-to-end customer journey. These included:

• Customer Engagement: Dedicated to fostering strong relationships with customers.
• Customer Support: Ensuring prompt and effective resolution of customer inquiries and issues.
• Loyalty Marketing: Exclusively managing the loyalty programme for members.

To ensure the department functioned as a cohesive unit, I first focused on building a unified team:

• Continued Share-Learn-Unlock sessions (SLU) to strengthen collaboration and trust across all teams.
• Defined shared KPIs to align all team efforts with the company's overarching goals, while also implementing individual KPIs to recognise and reward personal contributions.
• Additionally, a Customer Excellence Team was introduced to take over daily operational activities. This allowed Engagement Managers to focus on developing customer relationships and creating strategic value for customers. The Performance Boost Framework was also implemented, incorporating quick wins and account reviews to continuously enhance customer performance and satisfaction.

Team Dynamics and Alignment

A cohesive, motivated, and high-performing team emerged due to continued SLU sessions and cross-department alignment initiatives. Employees reported a strong sense of purpose, collaboration, and shared success.

Operational Efficiency

Shared KPIs ensured all teams worked toward common company goals, fostering unity and clarity in priorities.

Individual KPI tracking empowered team members to excel in their specific roles while contributing to broader objectives.

Strategic Outcomes

Engagement Managers shifted their focus to strengthening customer relationships, leading to deeper client trust and satisfaction. The Performance Boost Framework drove consistent process improvements, aligning customer outcomes with long-term strategic goals.

Customer Satisfaction and Loyalty

Improved customer engagement and support processes enhanced satisfaction levels and reduced response times.

Loyalty Marketing efforts resulted in increased programme participation and retention rates among members.

Personal achievements

• Turned around most important client relationship from high risk of losing contract into an extension of the contract for five years within six months time. 
• Increased the first scan rate as well as scan frequency (index 148 vs prev. six months) by implementing a loyalty marketing strategy targeting to turn no customers into a scanning customer and to turn frequent customers in scanning more frequently.  
• Reduced points liability by 292k within a few weeks. 
• Helped category managers improving the strategic orientation and further development of the product ranges and increasing the success of promotions by creating an inspirational storyline with actionable insights.

I have of course many more examples which I can deliver depending on the requirements of the position you need to fill. So please do not hesitate to ask me for more examples depending on the need you have. I am sure I can inspire you.