Leo is working for TUI for more than 16 years. The TUI Group is a leading global tourism company. Serving 20 million customers, TUI offers integrated travel services, including over 400 hotels, 18 cruise ships, five airlines with 130+ aircraft, and 1,200 travel agencies. The Group is expanding its digital platforms and core businesses in hotels, cruises, and holiday activities.
After having successfully lead TUI’s contact centers and customer services for the Netherlands and Belgium for many years, Leo moved into the role of Global Head of Customer Services Business Process Outsourcing around 4 years ago. In this role he is very successful in:
• Defining, driving and executing the outsourcing strategy (e.g. vendor selection, location selection, target share of outsourcing etc.)
• Ensuring delivery of budgeted overall cost saving targets (“mitigated costs”)
• Ensuring excellent service & sales delivery by all TUI’s outsourcing providers through a common KPI set with targets for e.g.:
1. Productivity
2. Sales
3. Quality & Customer Satisfaction
4. Forecast fulfilment
• Creating a true partnership with the Outsourcing providers with a constant cycle of feedback, performance improvement, innovation and collaboration to achieve TUI’s digital transformation
• Working closely together with local TUI source market stakeholders and the operational teams who manage day to day outsourcing.
On top of this, Leo has a +30 year track record of managing multiple contact centers around the world in different industries (education/certification, travel, retail, mail order) with a consistent history of success in optimizing contact center performance: improving operational efficiency, reducing costs and driving revenues as well as improving customer experience and employee satisfaction.
Leo is currently living in the Netherlands, but during his career he and his family also lived in Maryland, U.S.A.
