Marcel is a highly experienced, results-oriented, and pragmatic person with a passion for improving your customer and employee experience. He works in the roles of program, project, and interim manager and focusses on helping people, teams, and organizations in their development and effectiveness, particularly in the areas of customer experience and digitization.
With 30 years of experience, Marcel is familiar with the landscape of Customer Service in all its forms, from Customer Support, Professional Services, and Training to the broader concept of Customer Success that has emerged over the past decade. He has happily and successfully served as a line manager in this field and has also led significant (international) digitization projects.
These projects have always aimed to improve both internal information flows and processes, and the customer experience by placing the customer at the centre of all interactions. Marcel’s approach combines strategic and tactical elements with pragmatism, addressing what can be achieved immediately and what could be achieved in the (near) future.
Marcel has experience in managing organizational changes, such as department centralization, as well as digitizing processes, both in combination and independently. Regarding digitization, he has acquired knowledge of various service-oriented software solutions, including GainSight, ServiceNow, Salesforce, MSDynamics, BMC ServiceDesk, Khoros, Google Search Appliance, Elastic Search, and Coveo.
He also has experience in developing platforms that combine multiple standard software components with customized adjustments into one solution.
His focus is always on the organizational goals, the pleasure of working with people, the job satisfaction of employees and keeping that in balance with what the client expects. Thanks to his accessibility, his ability to put things into perspective and his drive to be well prepared, a positive end result is created and former team members and clients are enthusiastic about working with Marcel.
