Ann-Sofie Cuyvers

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With 13 regional team members and 50+ rider ops superstars in talabat's 8 markets (GCC, Egypt, Jordan, Iraq), we're lifting all aspects of Rider Management up to new standards: value proposition & experience | training, quality and compliance | pay governance | rider comms and engagement | safety and wellbeing | equipment and warehousing.

Achievements:
- Built the department and a high-performing team from scratch,
- Set the vision, strategy & KPIs for each function while achieving 50% YoY fleet growth
- Implemented flagship, tech-enabled initiatives (telematics, digital training platform, accident & life insurance) that were pioneering within the industry or Delivery Hero globally
- Brought governance and quantification to uncharted topics (supply planning, fair pay, road safety metrics, rider value proposition, rider quality)
- Collaborated deeply with the CX, MarComms, Public Affairs, Data Science, Finance and Product & Tech functions across a plethora of BAU & strategic initiatives.

And in countless ways, brought scalable impact for 80+ thousand riders!

Bringing the Super App for Car Ownership to new markets globally

- Prioritization of strategic expansion markets
- C-suite investor relationship management
- End-to-end deal management including contractual agreements
- Financial modeling
- Market entry strategies, feasibility & business planning
- Project management of market launch

Part of the founding team, focusing on the overall strategic direction, MVP/product design and growth hacking.

Achievements:
• Grew customer wait list to 5, 000+ through content creation (social media, blog posts) and other customer acquisition strategies
• Developed full website incl. news room
• Conceptualized and defined a new product from scratch (expense management tool)
• Set up customer acquisition funnels, launched product pricing

Explain.Care is an AI-driven advisory service for health insurance and health care provider selection, and pinpoints medical billing errors helping users save on their healthcare costs. Startup successfully graduated from Founder's Institute accelerator program in 2018.

Strategy leadership, project portfolio management (PMO) and in-house strategy consulting for Al-Futtaim Finance, the consumer finance and automotive financing & insurance division of Al-Futtaim Group. Al-Futtaim Group is a large conglomerate headquartered in the UAE, representing flagship brands in over 35 countries.
Reporting to the Managing Director of the business and part of the senior management team since August 2017.

Concretely, I manage the business strategy planning, strategy development, project portfolio governance (through training of PMs, creation of PM tools and templates, portfolio reporting, project auditing and on-project support), thought leadership / market intelligence initiatives as well as idea generation programs.
Apart from oversight on the entire portfolio of projects, I personally led the following initiatives/projects: Fintech, Motor insurance value chain profit optimization, Comparative analysis of the automotive market and its financing solutions, IT strategy.
I also personally contributed to M&A strategies, opportunities to boost automotive sales and consumer finance initiatives.
Lastly, I drive business support and governance initiatives (sales incentive management, product development, complaints unit, ...)

Direct report to VP Planning & Engineering.

Managing service and quality assurance across the Middle East, Indian Subcontinent and Africa (69 countries) through analysis and consistent reporting of service performance data, spearheading service improvement initiatives, and engagement of management and ops teams.

Concretely, I'm responsible for
- the set up and monitoring of service metrics and KPIs (including goal-setting for manager level),
- accurate and effective reporting within and outside the region,
- development of tools and reports supporting ops management teams in improving service (providing data, information and tools tailored to different audiences),
- root cause and point of failure analysis,
- conducting service meetings (different audiences: ops teams / managers / directors),
- ensuring development and implementation of corrective actions and service improvement opportunities,
- compliance with industry and organisation-specific operating standards.
Furthermore, enhancing division-wide (EMEA) knowledge sharing and alignment of best practices across different functions and departments.

My role is to provide insight on data, make numbers speak and engage teams to improve service across the region.

Three month assignment in the field of business intelligence and reporting for the digital advertising industry, reporting directly to the Chief Technical Officer. Was tasked to spearhead an initiative aiming to bring external client reports as well as internal management reporting to the next level.

Client reports: audited, improved and redesigned existing automated reporting, considering the different stakeholders’ (customers and internal) requirements. The deliverable for this customer reporting project - being an industry-appropriate, consistent and well-defined set of rich media ad performance metrics backed by a technically feasible reporting logic - will be discussed in industry working groups and carried out as industry standard.

In terms of management reporting: audited, enhanced and redesigned existing automated reporting and designed (technical specs drafting and partial development) new reports, facilitating and improving operational as well as managerial decision making. Furthermore ensured and documented a logical flow of and drill-down/roll-up between reports on different levels. In the framework of this project, managed to bring under attention the interests and needs of different stakeholder groups within the company, and highlight the financial impact of the project.

This assignment required a quick familiarization with and thorough understanding of the industry, the company’s business model, the interplay between different departments in the company, the stakeholders’ interests and reporting needs as well as industry reporting practices. It furthermore necessitated strong project and change management skills, where clear and timely communication, adapted to the respective roles of stakeholders (executive management, engineers, revenue officers & account managers), gaining their commitment and cooperation, and building productive work relationships with them, were key to successful completion of the project.

Innovation project for Barclays Africa

Graduation project in a 4 member team
Market study (desktop as well as field research) and strategic development of growth opportunities for a business process outsourcing company based in Tunisia, and servicing Belgian clients

Optimizing key processes and associated costs for a global hotel chain

Set up & control of the annual budget, sending and receiving of invoices, monitoring of payments and costs.
As a board member, supervision of consulting projects and participation in strategic decisions.
Please visit http://www.sbs-studentconsultingclub.be

Booking invoices, matching GRNI with invoices, reconciliation of suppliers' accounts