Using client feedback and data collection to provide an experience that matches expectations

Introduction to the three lunches cycle:
Data management has always been a major challenge for most companies moreover in a universe where new sets of data are generated everyday. Organizations are now facing the need of leveraging the power of big data and analytics to create value. Indeed analysing data qualitatively lead companies towards a more data-driven approach but also creatively-driven opportunities. Doing so they manage to turn big data into smart data. Our next lunches cycle will be dedicated to the process of making big data smarter in order to be effectively used and become valuable.

Introduction to the intervention of the day:
There is so much information out there about customers its overwhelming… what should you use and what should be discarded? This talk will endeavor to show that one doesn’t need to have a team of data crunchers to be able to exploit the feedback customers provide to enhance your products and deliver a service that is aligned with the needs of customers.

Jan van Heel – Chief Marketing & Digital Transformation Officer, Europ Assistance Belgium

“Passionate about a new kind of marketing emanating from the digital world. Numbers driven approach harnessing all medias to deliver truly omni-channel strategies boosting both brick and click stores. Extensive experience in e-commerce, e-business and digital marketing in various industry fields”

2015 – date
Chief Marketing & Digital transformation Officer
Europ Assistance – Brussels
– Ownership of the communication strategy, marketing activities, public relations, competitor analysis and customer centric research.
– Update, revamp and innovation within our product portfolio.
– Be the catalyst for digital innovation and technological transformation within the company. Implementation of NPS, CRM, Apps, automated communications, responsive websites, etc…
– End to end responsibility for e-commerce and other online sales channels.

2011 – 2015
Digital & e-commerce Marketing Manager
Delhaize – Brussels
Responsible for all strategic, marketing and sales generation initiatives for Delhaize’s e-commerce solutions, primarily (online groceries shopping) and (high end, exclusive wines). This covers all aspects of above, below & digital marketing, always focusing on generating optimal ROI.
I managed a team of highly skilled digital marketeers focussing on e-mail communication, e-CRM, SEA/SEA, user experience, content marketing, design and business development.

2009 – 2011
Senior account manager
Emakina – Brussels
Belgium’s n°1 Digital Agency

2002 – 2009
Group head of Travel Extras – London
E-commerce pioneer in the travel and leisure industry
2001 – 2002
Account Coordinator
Sportfive – London
Famous sports marketing agency

2012 – 2013
Exec program in Retail & Ditribution
Solvay Business School

1995 – 2000
Bsc degree in Economics French and Spanish
University of Surrey, England