Tom Webbink
Almelo
Summary
I am a widely experienced people manager, driven to achieve results together with my teams and colleagues. Always pursuing the next challenge, highly motivated and ambitious. Being effective on short and long term is my main goal, achieving the companies targets and keeping as much people on board and satisfied as possible. By having initiated and completed projects across the globe, I am very familiar with large organizations, project management, big challenges, different cultures and have an eye for internal organizational mechanisms. Currently living in Almelo and willing to relocate if required and very used to (daily) travel. I am a widower and therefor, single parent of a daughter of 8, her name is Olivia. I have a good back up system, enabling me to work freely and independent, allowing occasional or regular travel abroad as well.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Manager Business Development (Interim Position)
ContactCare BV
07.2024 - Current
- Responsible for exploring the market in search for new clients
- Engage with potential clients and prepare commercial proposals
- Maintain relationships with new and existing clients
- Attend to networking events, tradeshows and congresses
Country Manager After Sales & Customer Journey
smart Netherlands
05.2022 - 06.2024
- Responsible for the market preparation and readiness concerning all after sales processes, systems network (dealers) before launch of the new smart car brand including training coordination
- Overseeing all customer engagement throughout the customer journey, participation in set up of Contact Centre operations in The Netherlands and Poland
- Liaison between dealers, smart NL/EU, Mercedes-Benz Benelux and Dealer Association
Manager After Sales NL/BE
Amslod BV
10.2020 - 05.2022
- Managing several departments: Technical ServiceDesk & Customer Service, in- and external field service teams and workshop technicians, Quality Control (product) in Czech Republic, reception services, repair pick up & delivery and outbound sales
- Supply Chain (parts & warranty contracts)
- Approx 50 FTE +1 coordinator
Manager Customer Contact NL/BE/DE
Kees Smit Garden Furniture
10.2018 - 10.2020
- Responsible for Sales and After Sales teams, B2B, Return of product, Spare parts and repair
- Approx 100 FTE + 5 team leads
- Reorganization of departments & IT landscape
Head of Customer Experience EU & US
Paylogic International
10.2017 - 10.2018
- Responsible for an international, multi-lingual team of customer service professionals supporting events & festivals across EU and US (i.e Tomorrowland, ADE etc)
- Approx 25 FTE + 1 CS manager and 2 coordinators
Manager Quality and High Performing Organization
IPG Group
02.2016 - 10.2017
- Responsible for a team of (transactional) Quality managers, multi-site and multilingual
- Daily responsibility of the continuous improvement program to ensure optimization of efficiency, margin, resource planning, ESAT and talent development
- Approx 6 FTE (QA) + 4 Sr Consultants
Manager Business Excellence
Mercedes-Benz, Global Service & Parts
02.2013 - 02.2016
- Responsible for leading the global contactcentre governance role for GSP (Standardization of customer contact processes)
- Cooperating in global projects involving setting of and implementing CCC standards, reporting and systems
- Responsible for global vendor management
- Also responsible for the role of productmanager of Daimler's global roadside assistance
- Approx 11 FTE (direct reports) + indirectly project teams across the world >100 projectmembers
Manager Workforce Management
Interpolis (part of Achmea)
06.2012 - 02.2013
- Responsible for a team of planners, forecasters and supervisors steering daily operational teams
- Responsible for a team of process & project managers
- Approx 15 FTE direct, Indirect >200 FTE
Sr. Consultant
Ferment Management
06.2007 - 06.2012
- Interim management, advisory projects, coaching, change management, performance management, training
- Projects at Achmea, Mercedes-Benz, Chevron, Unisys, Gemeente Den Haag etc
Manager Backoffice
Essent @Home
05.2004 - 06.2007
General Manager Operations
Tourist Services C.I.
03.2001 - 03.2004
Education
Tourism and Leisure Management
01.2001
HAVO - undefined
01.1996
Skills
- Analytical
- Result driven
- Continuous improvement
- Customer service
- Team leadership
- Decision-making
- Complex Problem-solving
- Staff training and development
- Strategic planning
- Operations management
- Performance management
- Workforce management
Languages
Dutch
Proficient
C2
English
Proficient
C2
German
Advanced
C1
Spanish
Advanced
C1
French
Upper intermediate
B2
Chinese
Beginner
A1
Certification
- Aug2013 Houston Project Management
- May2012 LEAN Management
- Nov2015 Daimler LEAN training
- Apr2013 Daimler Management Training Europe
- Mar2009 Prince2 Project Management
- Sep2012 COPC CSP certified coordinator
Hobbies and Interests
Daytrips, Gardening, Documentaries, Listening to podcasts
Timeline
Manager Business Development (Interim Position)
ContactCare BV
07.2024 - Current
Country Manager After Sales & Customer Journey
smart Netherlands
05.2022 - 06.2024
Manager After Sales NL/BE
Amslod BV
10.2020 - 05.2022
Manager Customer Contact NL/BE/DE
Kees Smit Garden Furniture
10.2018 - 10.2020
Head of Customer Experience EU & US
Paylogic International
10.2017 - 10.2018
Manager Quality and High Performing Organization
IPG Group
02.2016 - 10.2017
Manager Business Excellence
Mercedes-Benz, Global Service & Parts
02.2013 - 02.2016
Manager Workforce Management
Interpolis (part of Achmea)
06.2012 - 02.2013
Sr. Consultant
Ferment Management
06.2007 - 06.2012
Manager Backoffice
Essent @Home
05.2004 - 06.2007
General Manager Operations
Tourist Services C.I.
03.2001 - 03.2004
HAVO - undefined
Tourism and Leisure Management
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