Nathalie Hens

Position: Manager, Solutions Design & Implementation
Department: European Solutions Design and Implementation Team (Sales)

Position Summary:

As the Manager of Solutions Design & Implementation, I led a team responsible for the migration of major EG, ER, and larger EN customers to the new FedEx value proposition. My role involved managing cross-functional teams across various countries and departments, ensuring the development and implementation of customer solutions through structured project management.

Key Responsibilities:

• Team Leadership: Managed and coached a team of professionals, providing guidance on department plans, goals, and individual development.
• Customer Solutions Development: Led and coordinated the team in designing and deploying customer-centric solutions, while aligning with customer supply chain requirements and offering tailored FedEx solutions.
• Project Management: Directed the team in all aspects of project management, including scope, timelines, cost, and quality, while collaborating with various functional groups to ensure successful project delivery.
• Cross-Functional Collaboration: Worked closely with Sales, P&E, Operations, Marketing, and CE teams within Europe and globally to align efforts and ensure a cohesive and consistent approach.
• Stakeholder Engagement: Built and maintained strong relationships with key stakeholders, including customers and internal teams, to foster a partnership-based approach to solution implementation.
• Knowledge Development: Ensured the team maintained comprehensive knowledge of FedEx strategies, tactics, processes, and the broader business and customer environment.

Key Qualifications:

• Strong customer focus and the ability to manage and build relationships with both internal and external stakeholders.
• Excellent business acumen with the ability to contribute to and drive business plans.
• Leadership skills to motivate and guide teams through change and complex projects.
• Ability to work under pressure and manage tight deadlines while prioritizing tasks effectively.
• Fluency in English, with strong written and verbal communication skills.
• Demonstrated ability to manage complex stakeholder relationships and drive business change.

• Customer Supply Chain Consultancy to identify and develop business opportunities, Design & Implement sustainable and profitable solutions based on the customer requirements and in line with the NorthStar Strategy
• In specific for the Healthcare market, with high demands for performance & quality and complex solutions
• People Management: lead, motivate & empower the project members through effective and open communication, focus on the common goal & celebrate success together
• Adaptability: during the recent years, the company has gone through several changes
• During every change or transition, I have embraced these opportunities & developed myself further to support the company through change & maintain a high level of productivity
• Business Thinking: as a QDM practitioner & QAT lead, the ABLE process is followed to capture the problem & gather information to identify root causes
• Actively take responsibility for the decision making & provides guidance to the team members
• Use strategic thinking to identify potential risk & mitigate the impact on the business
• As a project lead, I take ownership to ensure a proper implementation and hold others accountable to safeguard all agreements & required next steps
• Customer Focussed: from Customer Experience through Sales and now Sales Solutions, I have always been customer oriented (internal & external), committed to deliver the Purple Promise & strive to be a trusted business partner

• Supporting Sales with the implementation of rewarded business >250.000$ and improvement projects to keep the business and improve customer experience

• Managed a portfolio of existing customers and prospects with a spend of >250.000$
• Identified and maximized sales opportunities achieving business goals and engaging with customers to enhance the relationship