Serge Meulenbelt – Operations Director

London W** 9HP

+44 (0-758*******

ad24gf@r.postjobfree.com

Professional Profile

As an accomplished customer service and operations leader with over 20 years of experience in e-commerce, direct sales, l and education industries, I have consistently delivered exceptional results. My expertise lies in developing and executing strategies that optimize operations, increase revenue, and enhance customer satisfaction.

I have a proven track record of building and leading high-performing teams, implementing new systems and processes, and successfully managing change in complex business environments. I am a visionary leader who is adept at identifying areas for improvement and implementing innovative solutions that drive business success.

Core Skills

Leadership and team management

Strategic planning and execution

Project management and oversight

Budgeting and financial management

Process improvement and optimization

Supply chain and logistics management

Change management and organizational development

Performance metrics analysis and reporting

Customer service and satisfaction

Technology and systems implementation and optimization

Communication and people skills

Strong problem-solving and decision-making abilities.

Experience

Oct 2019 - Present

Independent European Consultancy - London

Senior Business Consultant

Provided consultancy services to start-ups and SMEs utilized periods of transition between jobs, resulting in increased profitability and growth for clients.

Collaborated closely with the executives of over 15 corporations, delivering effective strategies to improve their success.

Developed dynamic business plans that reinvigorated operations and helped businesses achieve their goals.

Evaluated and appraised project design, overseeing execution to ensure projects stayed on track and within budget.

Improved the budget and profits of collaborated businesses by an average of 20%.

I proactively identified areas of potential improvement within the organization, conducting thorough analysis and evaluation. I prepared detailed reports outlining inefficiencies and developed strategic recommendations to enhance operations and drive positive change.

Project Management from building online training programs to co-writing books.

June 2020 – Sep 2022

WHYI - London

Operations Director

Led global operations for a direct sales company in the education sector, overseeing organizational strategy, day-to-day operations, sales and marketing, education, compliance, technology (remotely managed teams in Asia), customer support, and legal counsel.

Transformed the company from the second phase of start-up to triple-digit growth in revenue and customer base within the first 9 months in the role.

Built a high-performing leadership team and corporate structure, expanding the team from 2.5 to 25 full-time employees.

Developed and executed a plan to restructure and rebrand the company from Solmax Group to WHYI, driving increased market visibility and brand recognition.

Implemented a highly innovative blockchain loyalty program and ecosystem, resulting in increased customer loyalty and retention rates.

Optimized IT infrastructure by implementing a new operating structure and platforms, resulting in streamlined operations and reduced costs.

Led the design and implementation of a new online education program with a focus on Forex, Crypto, and Financial Markets, leading to increased revenue and customer satisfaction.

Collaborated with cross-functional teams to drive operational efficiency, enhance the customer experience, and achieve business objectives.

Implemented Freshdesk CRM and knowledge platform.

Oct 2018 – Sep 2019

Beate Uhse Group – London

Operations Director Europe

Directed and optimized operations for 8 European markets within the adult lifestyle industry, overseeing all aspects of business operations, including supply chain, logistics, customer service, and team management.

Led the company through a successful takeover and new ownership, driving operational improvements and aligning business strategies across diverse markets.

Implemented inbound, outbound, and return logistics for 40 new markets, improving existing operations while reducing costs by 20% and optimizing lead times and service levels.

Restructured teams and improved operational processes and performance by implementing change management efforts and new systems, including ERP and CRM platforms (Dynamics 365).

Led the final liquidation of the company after acquisition, ensuring smooth closure and offset of retail stores and company assets.

Collaborated with cross-functional teams to develop and execute strategic plans, resulting in revenue growth and market expansion across Europe.

Developed and maintained strong relationships with key stakeholders, including suppliers, vendors, and regulatory bodies, ensuring compliance with industry regulations.

Provided leadership and mentorship to a team of 50 employees, fostering a high-performance culture and achieving operational excellence.

Conducted regular performance evaluations, identified training needs, and implemented development programs to enhance team skills and drive productivity.

Aug 2017 – Sep 2018

Norwex Germany GmbH – Frankfurt, GE

Operations Manager Europe

Led operations for 6 European markets, overseeing all aspects of business operations, including supply chain management, logistics, customer service, and team leadership.

Developed and executed strategic plans to drive business growth, resulting in 25% increase in revenue and 5% expansion of market share.

Implemented lean management principles and process improvement initiatives, resulting in 15% improvement in operational efficiency and 10% percentage reduction in costs.

Led cross-functional teams in implementing new systems and processes, including ERP and CRM systems (Bespoke), to streamline operations and enhance productivity.

Oversaw the development and implementation of supply chain strategies, resulting in 30% improvement in inventory management, on-time delivery, and cost reduction.

Collaborated with sales and marketing teams to develop and execute successful campaigns, resulting in 30% increase in sales and brand visibility.

Provided leadership and guidance to a team of 10 employees, fostering a positive work culture and achieving high employee satisfaction and engagement.

Conducted regular performance evaluations, provided coaching and training, and implemented employee development programs, resulting in 15% increase in team performance and productivity.

Jan 2007 – Jul 2017

Herbalife Nutrition – Uxbridge & Utrecht, NL

Head of Customer Service Operations – North Europe

Successfully developed and executed strategies for Northern Europe Customer Service Operations, encompassing the Netherlands, Belgium, UK, Ireland, Iceland, and Malta, generating €100 million in annual revenue (2017), and achieved double-digit growth for consecutive years.

Led a team of 25 customer service representatives, realizing a 20% increase in customer satisfaction scores within the first year.

Developed and implemented customer service policies, procedures, and standards, resulting in a 15% reduction in customer complaints and a 10% improvement in first-call resolution.

Implemented customer feedback mechanisms, including surveys and focus groups, resulting in a 25% increase in customer feedback response rates and valuable insights for service improvements.

Utilized data analytics to monitor and analyze customer service metrics, identified trends, and implemented strategies that led to a 12% increase in customer retention and a 15% increase in upsell opportunities.

Collaborated with cross-functional teams to streamline processes, resulting in a 20% improvement in average response time and a 25% increase in overall team efficiency.

Conducted regular training sessions to enhance team members' product knowledge, customer handling skills, and service delivery, resulting in a 30% increase in customer satisfaction scores.

Successfully resolved complex customer complaints and issues, resulting in a 15% decrease in escalated cases and a 20% improvement in overall customer satisfaction.

Implemented a new Customer Relationship Management (CRM) system, resulting in a 25% improvement in data accuracy, enhanced customer communication, and streamlined workflows.

Led system upgrades of the ERP system (Oracle), oversaw User Acceptance Testing (UAT) of new systems and upgrades.

Activated campaigns and steered tight Key Performance Indicators (KPIs) to achieve Service Level Agreement (SLA) goal settings. Initiated and implemented initiatives, such as the successful launch of a new market in Malta.

Conducted quality control and performance management using CRM systems and data analysis, along with field visits. Reviewed and improved internal processes to increase efficiency, reduce costs, drive revenue growth, and enhance the level of service.

Engaged in public speaking, providing training in front of audiences exceeding 500 people at events.

May 1999 – Dec 2006 Herbalife Nutrition - Uxbridge, U.K.

Sales & Marketing Manager Netherlands & Belgium

Developed and executed sales and marketing strategies to drive revenue growth in the Netherlands and Belgium markets.

Successfully launched new product lines, resulting in a 20% increase in sales and market share within the first year.

Built and maintained strong relationships with key accounts and distributors, resulting in increased market penetration and brand visibility.

Collaborated with cross-functional teams to develop and execute integrated marketing campaigns, including digital advertising, social media, and in-store promotions.

Conducted market research and competitor analysis to identify market trends, consumer preferences, and opportunities for growth.

Monitored sales performance, analysed market data, and generated regular reports to inform strategic decision-making and drive continuous improvement.

Organized and participated in industry trade shows, conferences, and networking events to expand business networks and stay updated on industry trends.

Education

Bachelor’s degree - Commercial Economics

HEAO - Amsterdam College – Amsterdam

Leadership Essential Series

Metice Development Solutions

Leadership & Management Development

Metice Development Solutions

Leadership in Action

Metice Development Solutions

Languages

English – Fluent

Dutch – Native

German – Professional

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