OTTO VROEGOP
Amsterdam
Summary
With a career spanning over two decades in customer experience and sales management, I've progressed through roles that have shaped strategic approaches and industry expertise. From guiding the Qualtrics visibility and credibility to leading commercial efforts at Kantar, I've built a broad network across customer service, creative sectors, finance, and telecommunications.
Living in Amsterdam, I balance my professional life with personal pursuits. I enjoy the city's culture with my family, stay active at the gym, and relish quiet evenings sailing the canals. My dedication to daily meditation grounds me, enhancing my ability to support others and appreciate every moment.
Overview
18
18
years of professional experience
Work History
CX Strategy Director
Qualtrics
06.2021 - 10.2023
- Part of Qualtrics Benelux management team
- Revenue responsible for CX business
- Role particularly focuses on developing new business by executing vision-driven programs that enhance organizational alignment, customer engagement, and Qualtrics market positioning
- Expert in facilitating cross-functional collaboration, driving program maturity, and delivering solutions that result in significant business outcomes.
- Increased company revenue by developing and implementing strategic plans for business growth.
- Streamlined internal processes for improved efficiency through thorough analysis of existing workflows.
- Developed strong relationships with key industry partners, opening doors for future collaborations.
- Secured vital partnerships with industry influencers through effective negotiation techniques that strengthened the company''s position in the marketplace.
Commercial Lead & Principal Consultant
Kantar Customer Experience
11.2017 - 02.2021
- Principal consultant and team lead for all CX account managers
- Maintain relationships with clients recommending new opportunities on profit and service improvements
- Identify product improvements by remaining up to date on industry trends, market activities, and competitors
- Established high complex multi touch point SMS feedback program for leading US based telco by integrating the OnePoint SMS platform with their SMS gateways / POS systems and callcenter platforms across 13 LATAM markets
- Converted average of 30% of all leads and achieved between 120% and 140% of projected yearly sales goals.
Sales Director
OnePoint Global
11.2013 - 01.2017
- Primary point of contact with clients, partners and resellers
- Maintain relationships with clients recommending new opportunities on profit and service improvements
- Identify product improvements by remaining up to date on industry trends, market activities, and competitors
- Established high complex multi touch point SMS feedback program for a leading US based telco by integrating the OnePoint SMS platform with their SMS gateways / POS systems and callcenter platforms across 13 LATAM markets
- Converted average of 30% of all leads and achieved between 120% and 140% of projected yearly sales goals.
Head of EFM (Enterprise Feedback Management)
Ipsos Loyalty
01.2012 - 11.2013
- Leading and fueling EFM territory initiatives to improve operational effectiveness and competitive position
- Key account management in the Netherlands
- New business development in 4 key EFM markets
- Grew territory revenue in 3 new markets from 0 to 1.0 mln
- Recruited and trained Ipsos EFM champions in Belgium, Sweden and Germany
- Helped converting 15 EFM projects in 3 new EU markets.
Head of Voice of Customer Systems & Programs
Synovate Netherlands
08.2007 - 12.2011
- Primary point of contact with clients, project management teams and partners / resellers
- Building solid relationships with existing clients / capturing opportunities with new clients
- Communicating project objectives to project management and analytical teams
- Grew territory revenue from 0 to 2.0 mln
- Recruited, trained and grew ViewsCast team from 1 to 5 fte
- Highest operational margin unit within Dutch Synovate office
- Grew leading Dutch telco client from 0 to 600K
- Delivering custom research findings/recommendations and on-going consultation with clients.
Consultant
Hofstad Search Recruiting
10.2006 - 07.2007
- For the customer care and contact center industry in the Netherlands: the development and expansion of a relevant commercial network and the acquisition, implementation and realization of recruitment assignments
- Business and job recruitment strategy
- Planning and conducting client visits
- Participate in networking organizations and ensure adequate follow-up actions
- Managing accounts and obtaining orders.
Operations Manager
Direct Dial BV, Utrecht
12.2005 - 09.2006
- Daily analyzing sales performance and managing planners, trainer, supervisors, team leaders and sales agents (scope: 300 FTE)
- Continually evaluate processes to identify, recommend, and implement opportunities for improvement
- Drive improvements in overall service levels, transactional efficiencies, and cost management
- Manage the implementation of new processes, procedures and call platform technology.
Corporate Sales Trainer and Supervisor
Direct Dial BV, Utrecht
07.2003
- Develop and implement training programs
- Providing sales training
- Conducting assessment and appraisals of assigned agents
- Conducting exit interviews with agents.
Education
Bachelor - Communication Management
Hogeschool Utrecht
Utrecht, UT01.2003
Skills
- Create, execute and manage end-to-end sales strategies
- Build and grow high performance CX consultancy and sales teams
- Ensuring growth strategy is strengthened by customer insights and aligned with brand and communication strategy
Websites
Personal Information
Date of Birth: 01/19/77
Languages
Dutch
Native language
English
Proficient
C2
Timeline
CX Strategy Director
Qualtrics
06.2021 - 10.2023
Commercial Lead & Principal Consultant
Kantar Customer Experience
11.2017 - 02.2021
Sales Director
OnePoint Global
11.2013 - 01.2017
Head of EFM (Enterprise Feedback Management)
Ipsos Loyalty
01.2012 - 11.2013
Head of Voice of Customer Systems & Programs
Synovate Netherlands
08.2007 - 12.2011
Consultant
Hofstad Search Recruiting
10.2006 - 07.2007
Operations Manager
Direct Dial BV, Utrecht
12.2005 - 09.2006
Corporate Sales Trainer and Supervisor
Direct Dial BV, Utrecht
07.2003
Bachelor - Communication Management
Hogeschool Utrecht
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