Antonius Michielsen
Blankenfelde-Mahlow
Kurzprofil
Senior customer experience executive with 20+ years of international leadership across after-sales, operations, and customer service. Proven track record in building and scaling high-performing global teams, leading complex transformations, and implementing KPI-driven systems that deliver measurable impact. Known for translating customer insight into revenue growth, service innovation, and sustainable performance improvement. Combines analytical precision with psychologically grounded leadership.
Leadership & Personal Note
I lead with structure, trust, and psychological awareness. I am known for staying calm under pressure and for building teams that perform without burning out. Outside of work, I recharge through family and creative focus — bringing the same presence and care into leadership.
Übersicht
37
37
Jahre Berufserfahrung
13
13
Jahre Hochschulausbildung
Berufserfahrung
Vice President Customer Success
thermondo GmbH
Berlin
01.2021 - 01.2026
- Built & led 120+ FTE After-Sales Organization
- Scaled and led a cross-functional service unit spanning Customer Service, Field Technicians, Disposition, Legal/Complaints, and Training.
- Increased service revenue from €6.3M to €10M within two years while maintaining a consistent CSAT score of 4.9/5.
- Designed and rolled out a company-wide Salesforce case and task management system, integrating strategic KPIs for full-cycle visibility.
- Introduced performance coaching, process automation, and VoC-driven service enhancements.
Customer Service Excellence & Support Lead
Trade Republic GmbH
Berlin
01.2020 - 01.2021
- Hypergrowth Phase Ops Leader
- Built and led six critical support verticals during explosive startup growth, including BPO, Planning, CX, Training, and Tooling.
- Developed and implemented a scalable outsourcing framework, ensuring rapid ramp-up and quality control.
- Streamlined internal support processes, reducing operational friction during rapid team expansion.
Vice President Customer Experience Operations
Joonko AG
Berlin
01.2019 - 01.2020
- CX Department Built from Ground Up
- Built an entire customer experience department from the ground up in under 3 months.
- Designed a product-driven customer journey framework aligned with fintech compliance and usability goals.
- Recruited, onboarded, and trained the founding CX team for operational readiness and scaling.
Interim Program Director (AirBnB Account)
Sellbytel/Webhelp Group
Berlin
01.2019 - 12.2019
- Re-engineered strategic operations and KPIs for Airbnb's support program, reversing client dissatisfaction.
- Reduced attrition rate from 110% to 35% within months through targeted coaching, engagement, and workflow redesign.
- Restored stakeholder trust and stabilized delivery during critical retention phase.
Head of Customer Service
Chal-Tec GmbH
Berlin
01.2018 - 01.2019
- Marketplace & Multichannel CX
- Led international customer service and marketplace support teams (100+ FTE) across Europe.
- Improved CSAT and drastically reduced response times through automation, self-service, and SLA alignment.
- Standardized tools and quality measures across multiple countries and marketplaces.
Director Customer Care
hungryhouse GmbH - Delivery Hero
Berlin
01.2016 - 01.2018
- Top 3 Global CX Benchmark Performer
- Halved customer contact rate from 12% to 6%, achieving #1 global ranking in Delivery Hero's network.
- Introduced KPI-based performance management and global quality benchmarks.
- Built data-driven reporting and feedback systems that shaped cross-functional product and operations alignment.
Site Director & Service Delivery Manager
Teleperformance Germany
Dortmund
01.2015 - 01.2016
- 750+ FTE, Strategic Accounts
- Oversaw site operations (750+ staff) including HR, IT, and workers' council-managing multi-client delivery and compliance.
- Increased client margin from 10% to 35% through process optimization and commercial renegotiations.
- Led service delivery teams for strategic accounts, coaching and mentoring operations leadership.
EMEA Key Account Manager & Head of Client Relations (Canon)
arvato Benelux B.V.
Venlo
01.2011 - 01.2015
- Directed Canon's pan-European service operations across 22 countries in 14 languages (500+ FTE).
- Increased account revenue from €10M to €15M via service excellence and multi-hub deployment.
- Built high-performing multilingual teams and launched scalable delivery models across regions.
- Arvato services, Potsdam (Germany)
Sales Coach (Project work)
Office Depot International
Venlo
01.2010 - 01.2011
- Introduced coaching culture in telesales division, increasing conversion rates and engagement.
- Delivered sales enablement workshops and performance feedback loops.
Operations Manager / Continuous Improvement Manager (Lexmark EMEA)
Sitel GmbH
Düsseldorf
01.2006 - 01.2010
- Managed CS operations for Lexmark across 8 countries (80+ FTE) - team managers, trainers, and QA.
- Implemented Lean programs and compliance systems across German sites.
- Recognized for innovation (Cat Award 2010 nominee) in operational design.
Earlier Career Highlights
- WMS-Beratung Michielsen/Scheelen GbR, Dinslaken
Executive Manager & Co-Founder (2004 – 2005)
Launched a B2B/B2C consultancy focused on service and sales development across German SMEs. - Phoenix, Duisburg
Assistant Manager (2003 – 2004)
Managed sales operations and training for field reps in a mid-sized retail chain. - Freelance Web Designer, Germany
Self-Employed (2003)
Created logos and websites for local business clients during early web commercialization. - Albert Heijn Distribution Centre, Tilburg (Netherlands)
IT Project Coordinator (2000 – 2003)
Oversaw IT-driven logistics projects and supported operational transformation in retail distribution. - Ministry of Defence, Belgium
Instructor / Non-Commissioned Officer (1988 – 1999)
Served as a military trainer and tank commander; later transitioned to drill instruction. Honed leadership, discipline, and cross-cultural communication skills in multinational contexts.
Ausbildung
Modular Psychology Studies - Organizational, Social & Intercultural Psychology
Open University
Heerlen 01.1996 - 01.2000
Studies in Chemistry & Biology - Biochemistry
University of Hasselt
Belgium 01.1986 - 01.1988
Gymnasium - Pre-University Secondary Education
Sint-Victor Instituut
Turnhout 01.1979 - 01.1986
Kompetenzen
- Strategic-, Team- & international Leadership
- Transformation
- After-Sales
- Customer Service
- Operations Leadership
- Business Transformation
- Scalable Org Design
- KPI Frameworks
- Root Cause Analysis
- Data-Driven Strategy
- Customer Experience
- Performance & Process Optimization
- CSAT/NPS/CES
- Continuous Improvement - Lean/Six Sigma
- Voice-of-Customer Integration
- Journey Design
- Quality & Training / Coaching Systems
- Commercial & Operational Execution
- P&L / Budget Responsibility
- BPO / Vendor Management
- Customer relationship management systems
- Dynamic public speaking
- Executive decision-making
- New technology rollout / AI
- Business continuity planning
- Corporate strategy
- Talent acquisition & development
- Client Relationship Management
- Customer service orientation
- Customer engagement
- Change management
- Team Leadership
- Salesforce
- CRM Implementation
- Lifecycle Management
- Cross-Functional Stakeholder Engagement
- Ops
Languages
Dutch
Muttersprache
English
Fließend (C2)
German
Fließend (C2)
French
Grundkenntnisse (A2)
Hobbys
- Website creation
- Writing
- Art / Photography
- AI
- Travelling
Additional Information
- Member – Mensa International, top global IQ benchmark
- Lifelong fascination with psychology, human behaviour, and unseen systems of influence
- Known for intuitive pattern recognition, calm under pressure, and emotionally intelligent leadership
- Deep personal commitment to truth, clarity, and impact — both in business and life
- Thrives in multicultural, high-complexity environments with diverse teams and perspectives