Gemeente Den Haag

Senior Kwantitatief Onderzoeker

VANAD Engage. Unlike others.

As the Manager of Insights and Innovation, I lead a team of professionals and collaborate with various departments to ensure the timely delivery of accurate management information. My role involves overseeing the implementation of customer care and business improvement projects, driving innovation and transforming the organization into an innovation leader.

Manager Insights and Innovation

Roche

I lead the development of the Customer Experience and Insights network, which consists of 130 colleagues across 50+ affiliates. Our main goal was to enhance the daily customer experience, and we achieved this by crafting and implementing a strategic roadmap to boost customer centricity across the region, resulting in increased loyalty and business growth.

To ensure continuous improvement in our customer experience initiatives, we implemented a data-driven Customer Satisfaction Measurement in 50+ countries. Additionally, we created a regional PMO, which streamlines project prioritisation and overall impact.

Through these initiatives, we converted thousands of customer pain points into positive engagement opportunities, significantly elevating the region's CSAT, NPS, and overall CX.

Sub Chapter Lead Customer Experience & Solution Delivery EMEA-LATAM

Headquartered in Basel, Switzerland, Roche is a leader in research-focused healthcare with combined strengths in pharmaceuticals and diagnostics. Roche is the world’s largest biotech company with truly differentiated medicines in different therapeutic areas like oncology, virology and inflammation. Roche is also the world leader in in-vitro diagnostics, tissue-based cancer diagnostics and a pioneer in diabetes management. Roche’s personalized healthcare strategy aims at providing medicines and diagnostic tools that enable tangible improvements in the health, quality of life and survival of patients. 

As Digital Marketing Director I am responsible for the development and implementation of the Digital Marketing strategy across the Sub Region North West (Nordics,
Benelux and Portugal).

Digital Marketing Director

Capgemini

Responsible for maintaining and enhancing Capgemini's Web platforms, building and implementing Capgemini's strategic roadmap for Web and Social Media today and for the future.

Group Head of Digital Strategy and Operations

The CTO Office is a small group of creative minds and independent thinkers, that voices Capgemini’s vision on Business & Technology Innovation. The group inspires Capgemini clients with the possibilities of technology, leading to exciting new business opportunities.

Member of the CTO Office

Enabling clients of Capgemini and Capgemini itself to be successful with Digital and to inspire them with the possibilities of today’s developments, leading to exciting new business opportunities.

Social Business Lead

Implementing third party warehousing solutions including change management for the top DHL Benelux clients such as Epson, Mexx, Samsung, GSK, HP, Nikon. Responsible for the successful migration to a new location for DHL’s biggest client (Epson, 40% of the Benelux revenue). He received, together with his team, the supplier recognition award from Epson for "outstanding performance in the Epson DC Consolidation Project and their contribution to the Epson Supply Chain"

Business Information Analyst

eMagin

During his study, he used the demand for content management systems and collaboration platforms for creating his own business together with two other students. During the existence of this company, he fulfilled the roles of consultant and delivery manager, ensuring that clients got state of the art platforms in which they could manage their content and collaborate on their content.

The municipality of The Hague, the NOC*NSF, and several sports clubs was amongst their clients, as well as multiple small and medium enterprises.

Founder

Hello, and thanks for stopping by!

The short version: I'm a catalyst for change, helping individuals and organizations navigate complex challenges. I simplify the intricate, offer fresh perspectives, and solve seemingly impossible problems with you. Keen on a virtual coffee chat? I'm always open to connecting and exploring new opportunities.

The detailed scoop:

Over the past 20 years, I've worked across multiple industries, from supply chain and finance to FMCG, public sector, aerospace, and healthcare. This diverse experience allows me to understand and address unique needs, and I'm always ready to leverage my abilities to benefit those I work with.

Through my newsletter, the "2 Minute Thought Leader" (use the link in my profile to subscribe), I deliver insights to help you reframe challenges and see things differently. This resource is precious if you're ambitious, curious, and willing to embrace change and innovation.

I'm driven by the mantra, "Work smart while working hard." I thrive in environments that still need to be completely transformed or drastically changed. I leverage my creative design thinking experiences and strategic and critical thinking to navigate uncertainty and ambiguity, always keeping the customer in mind to generate genuine and sustainable value.

Please feel free to contact me if you're interested in connecting. But please be aware that if you try to sell me something within 5 seconds of me clicking 'Accept,' you'll be promptly blocked and reported.

On a positive note...

If you're interested in collaborating, I want you to know that my initial consultations are always free. It is good to get to know new people, and that is the first thing we should do. I respect your time and business and expect the same in return. I'm the kind of person ready to take your call at 4 a.m., who will believe in you, motivate you, and repeat certain things if necessary.

So, if I sound like your kind of collaborator, let me know. My coffee machine is always ready.

Thanks for reading this far. You're awesome!

Rick Mans

Regional Service Catalyst - Europe, Middle East, Africa and Latin America

Continuous improvement planning to increase effectiveness in Technical Services;
Business readiness and accelerated adoption plans for new tools/services;
Develop and implement adoption plans for new tools and services supporting the digital ambitions;
Executing the strategic vision for service delivery;
Driving and sponsoring Global and local projects to drive service improvements;
Develop process improvements;
Interface between customers, field force and global divisions;
Drive the use of data to provide insights and work to establish and execute a strategy for improvement;
Lead and coach people to apply appropriate, effective and agile methodologies to the projects and initiatives.

Technical Business Catalyst at LATAM Regional Customer Support Center

Process improvement/harmonization, creation of standard operating procedures, monitoring of local and global KPI´s, creation of local and regional Dashboards, Customer Satisfaction monitoring, implementation and management of projects with an agile approach, leader of the implementation and adoption of digital tools for Services, change management and interaction with stakeholders of different levels.

LATAM Quality Specialist

Leader in the implementation of regional and global projects; driving the adoption of digital tools for Services with an agile approach in the whole LATAM region.

Interim LATAM Service Project Manager

Second level support to field service application and distributors by phone and remote (troubleshooting), Sales and Marketing support, application training for Roche staff and distributors (Portuguese and Spanish); review and restructuring of trainings with new learning methods. Participation in project as a key user of the department (implementation of the Salesforce CRM).

LATAM Application Specialist

Second level support to field service application and distributors by phone and remote (troubleshooting), Sales and Marketing support, application training for Roche staff and distributors (Portuguese only); review and restructuring of trainings with new learning methods.

Application Specialist

Field support to customers located in São Paulo (public and private), for different product lines: Clinical Chemistry, Immunology, Hematology and Molecular Biology.

Field Application Specialist

Rem Indústria e Comércio 

Phone and Field support to customers in the whole country, for 3 different product lines: Molecular Biology, Urinalysis and Blood Gas.

Cientificalab - DASA

Responsible for reviewing and signing the final report, containing the laboratory results to the physician/patient.

Laboratory Analyst

UNIFESP

Undergraduate research student, leading two projects (including laboratory bench experiments). Two scientific articles were published.

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The Battle

Rick Mans

Katia Ferreira

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