About me

What you see, is what you get

Experienced, customer & ROI-driven senior manager, offering 30+ years of wide-array of transferable skills in strategy & business development, digital transformation creation, commercial & key account management, customer experience, communications and change management

Fast learner in new environments, cognitive learner and sharp negotiator
Highly effective in developing commercial relations, based on long term commercial strategy, and in building solid network communities
Practicing an emotional & collaborative leadership style, engaging top to basis with passion and ownership

Inspirational keynote speaker and workshop facilitator
Knowledgeable in Net Promotor Score frameworks, customer experience -implementation, commercial negotiating, contracting and active lobby
Worked in an international environment over +35 countries and speaks fluent Dutch, French and English

My Work Experience

President of the ABTO Board

Guest Experience & Service Design Director

President of the ABTO Board

Zaventem, Belgium | May 2017 – Sept 2020

The Association of Belgian Travel Organizers is a community for Travel Professionals, defending the interests of its members, representing 85% of the Belgian Travel Organizers and representing 1,5bn€ turnover in organized travel

Key Account Director

Guest Experience & Service Design Director

President of the ABTO Board

Palma, Spain | Mar 2018 – May 2020

Established an interactive key account relation with our internal markets, representing 13,5mln customers.

Transformed internal matrix relation into commercial B2B framework through internal SLA’s, commercial plans and created “pay-per-use” model

Guest Experience & Service Design Director

Palma, Spain | Mar 2015 – Mar 2018

Actively contributed as Board Member with the creation of the European service delivery for all TUI Markets.

Leading the Digital transformation of a human-savvy service delivery organization

Designed state of the art Service delivery for European travellers, based upon customer research and Customer Experience principles

Director Customer Experience

New Media Director Western Europe

Guest Experience & Service Design Director

Oostende, Amsterdam, Paris | Jun 2014 – Mar 2015

Created Customer Experience teams in Western Region (Fr-NL-Be)

Chief Digital Officer

New Media Director Western Europe

Oostende, Amsterdam, Paris | Jun 2012 – Jun 2014

Design and shape E-commerce strategy, its development and digital transformation on Group level, bridging and implementing into the Western Europe Region

New Media Director Western Europe

Oostende, Amsterdam, Paris | Nov 2006 – Jun 2012

Shape the E-Commerce strategy and digital transformation strategy for Western Europe (NL-BE-FR-ES)

Create Western Europe Action plan and KPI dash-boards, reporting into the Western Region and the Group Board

Call Centre Director

Director Autovakanties

Call Centre Director

Oostende, Belgium | May 2005 – Jun 2012

Re-designed the full call centre activities and reset of all definitions, SLA’s, Hard- and Software systems and reviewing the functions of +/-150 Call centre collaborators

Distribution Director

Director Autovakanties

Call Centre Director

Oostende, Belgium | May 1999 – Oct 2005

Created and implemented the Commercial strategy and real time sales dash-boarding, commercial targets and commercial agreements with our B2B clients

Director Autovakanties

Oostende, Belgium | May 1996 – May 1999

Created a new brand called “Autovakanties” and was appointed as Director

Luc Coussement

Luc Coussement

About me

What you see, is what you get

My profile

My Work Experience

President of the ABTO Board

Guest Experience & Service Design Director

President of the ABTO Board

Key Account Director

Guest Experience & Service Design Director

President of the ABTO Board

Guest Experience & Service Design Director

Guest Experience & Service Design Director

Guest Experience & Service Design Director

Director Customer Experience

New Media Director Western Europe

Guest Experience & Service Design Director

Chief Digital Officer

New Media Director Western Europe

New Media Director Western Europe

New Media Director Western Europe

New Media Director Western Europe

New Media Director Western Europe

Call Centre Director

Director Autovakanties

Call Centre Director

Distribution Director

Director Autovakanties

Call Centre Director

Director Autovakanties

Director Autovakanties

Director Autovakanties

My areas of expertise