Marcel Clemens

Manage and develop an international non-profit organization focused on jazz artist management, festival production, and concert series programming. Hold strategic, operational, and financial leadership responsibility, including international artist relations, fundraising, marketing, and partnership development.

Owner and Managing Director of a Zero-Waste Store, Gastronomy and Cultural Venue. Built and managed a sustainable retail, food service, and community-focused business, generating approximately €450,000 in annual revenue and leading a team of up to 15 employees.

Global Stream Lead for a global process and IT harmonization project, initially in Customer Experience and later expanded to Change Management, rolled out across all business units and countries worldwide. Reported directly to the Board of Management and led a core team of 15, backed by a change network of 100+ people.

Managed 5 departments at TNT's global main hub in Liège, overseeing ~100 people in 24/7 operations. Led a complete restructuring that cut average service recovery time from 4-5 days to same-night turnaround and improved internal CS response times from a 300-400 email backlog to 2 hours.

Led a global evaluation of all non-standard and value-added service processes and systems, producing a comprehensive blueprint and roadmap for global implementation and harmonization. The blueprint served as the decision basis for the Board of Management and was rated 'Outstanding'.

Responsible for dedicated Customer Service activities for Global Account customers in the ICT & Electronics sector, including Apple, Sony, Hewlett-Packard, and Acer. Co-designed and implemented account-specific service setups and led service improvement programs, including a retention effort for Apple's account that turned its customer satisfaction score from lowest to highest among all logistics suppliers within 7 months.

Specialized in performance management, KPI reporting, functional training development, bonus scheme development, and forecasting.

Responsible for report creation, process coordination, performance measurement, and internal communication.

Coordinated non-standard delivery solutions, arranged air charters and onboard couriers, and held budget responsibility.

Performed service performance analysis, subcontractor management, and process improvement.

Provided indoor sales support for existing clients and made outbound acquisition calls to gain new customers and fix appointments for outdoor sales.

Handled customer service backline, international shipment tracing, and report creation.

Ongoing Dangerous Goods Awareness Training, Category 8, since 2013.

Ongoing Voice of the Customer training since 2006.

Ongoing Impromptu report creation training since 2004.

Ongoing Air charter management training since 2000.

Earned LEAN Six Sigma Black belt certification in 2013.

Completed Negotiation Skills training in 2013.

Earned LEAN Six Sigma Green belt certification in 2012.

Completed Management training, Gateway to Leadership in 2008.

Completed training as a Forwarding merchant from 1992 to 1995.