Fabienne Bogaers

As the Partnership Frameworks Tribe Lead at Telenet, I played a pivotal role in shaping and executing strategic initiatives within the Partnerships Frameworks Tribe:

• Over the past 10 months, recruited, built and nurtured team of enterprise partnership managers
• Established an effective modus operandi and comprehensive tribe playbook
• Developed a visionary end game for partnerships, defining core beliefs and guiding principles
• Crafted a robust transformation approach for the Partnerships Frameworks Tribe and define an transformation Roadmap
• Led the assessment of value opportunities and envisioned a future 'to be' operating framework
• Provided strategic consultation and support in strategic partner & vendor change tracks as well as quick wins implementation
• Redefined the Field Services partnership, optimizing its effectiveness and impact
• Spearheaded the re-imagination of the Software partnerships ecosystem, aligning to business goals

My tenure in this role has been marked by a commitment to envision a future-proof partnership operating model and gradually optimize the portfolio of partnerships to optimally support the laid out business strategy

Special Assignment 2022-2023 - Operating Model Transformation Lead

• Led a special assignment focusing on the transformation of the operating model
• Design & built a new operating framework, designing a tailored conceptual model and blueprint
• Introduced customer-centric end-to-end communities topology patterns, cockpit steering mechanisms
• Envisioned & documented an orchestration and navigation mechanism for the new operation model

Digital Transformation Tribe Lead Role

• Inspired & led an exceptional an innovative tribe of squads dedicated to delivering customer value, digital-first, omnichannel experiences understand user needs for valuable interactions.
• Implemented a Digital Channel organization and operating model, handling day-to-day business operations, including social media management, web care, e-commerce, order management, self-service platform, and content management.
• Established success and driver models to achieve excellent performance in digital touch-point management and support processes.
• Built and documented an inspiring digital strategic roadmap, aligning with strategic company business goals.
• Led project implementations, incl. Conceptual and UX design, platform selection and implementation
• Provided support for marketing campaigns and implemented product management self-services to achieve online sales and care objectives.
• Collaborated in strategic and organizational transformation programs.
• Successfully led the post-merger integration of Base & Telenet Digital teams and operating models into one organizational structure.
• Online assets in my scope: Base.be website, MyBase App, Telenet E-commerce & customerzone websites, Telenet App, Digital TV webshop & Customer support, Social media management & chatbots and live chat, virtual assistants, ...

In these functions, I impactfully shaped the digital landscape and customer experience ensuring alignment with strategic objectives, achieving significant cost savings and business value

Successfully re-energized the content, copywriting, and web application team by instilling a new sense of purpose and implementing a more efficient structure:

• Set up of a Knowledge Management workflow and virtual community topic owners
• Implemented a company-wide distributed knowledge management community, empowering knowledge owners to model, manage and sustain shared knowledge
• Conducted an outside-in study of customer self-services online, introducing personas thinking, customer-centric design and usability focus
• Defined and implemented new business-oriented digital functions, roles, and responsibilities, driven by business performance and customer experience objectives
• Innovation Pilot Implementations
• Led innovation efforts and pilot implementations of new self-service concepts, community platforms, apps, intelligent search technology, and third-party cloud services.
• Focused on disruptive customer-centric designs, personalization and tailoring concepts to enhance the customer experience
• Content Management Platform Migration
• Successfully migrated the content management platform from Drupal to Adobe Experience
• Management, establishing a new digital enabling platform for enhanced efficiency and functionality

Managed a team of process analysts and experts, fostering a collaborative and high-performing environment:

Business Process Design and Requirement Writing

• Delivered business process design and requirement writing for key business projects, ensuring alignment with organizational goals.
• Led the delivery of business process improvement services using lean and process improvement toolboxes and best practices to enhance operational efficiency.
• Set up and defined a corporate core business process model, establishing a BPM framework for the telecommunications industry.
• Built and defined transforming and innovating roadmaps for core business processes, aligning them with the operational business owners' objectives.
• Documented and motivated business project proposals for business stakeholders, providing clear insights into the benefits and objectives.
• Support for Process Improvement Programs
• Supported core process improvement programs with external consultancy partners and lean methodologies, ensuring a holistic approach to continuous improvement.

• End to end responsible for a portfolio of customer service oriented applications and platforms
• Manage the IT projects related to customer services (analyses, planning, budgeting, quality and operational hand over)
• Implementation of callcenter technologies IVR, CTI technology, 360 CRM portals, intelligent routing platforms, media blending setup, email and document management, interaction & request management platforms, dynamic workforce management platforms, ticketing and trouble shooting applications, ...
• Offshore and onshore development teamcoördination and management
• Release management support and acceptance of new software

• Design of new business processes (start up context for new services and products such as consumer internet services, idtv services, ...)
• Document first key corporate business processes and acquire executive approval
• Proces evaluation, set up and definition of key process indicators and balanced scorecards
• Define requirements for new IT platforms supporting telco processes (BSS/OSS)
• Support Business process re-engineering and upscale programs with external strategic managment consulting

• Support telenet in start up mode (network build and commercial lift off)
• Day to day pragmatics (set up new teams, basics - just do mentality)
• Set up first contact centre, installation planning team, quality assurance checks, ..
• Key building blocks to a mature organisation)
• First day to day performance reviews (stand up mode, first basic reporting and survey)