Honoree Details

< BACK TO Honorees

Nico Vrijenhoek
Global Procurement Director, Liberty Global

With operations in more than 30 countries serving over 25 million customers and generating revenue over $20 billion, Liberty Global is the world’s largest international TV and broadband company.  Nico Vrijenhoek serves as the Global Procurement Director for corporate and all Liberty Global operations.

 

With 10+ years’ experience in strategic & global procurement roles, Nico is currently Procurement Director Customer Services at Liberty Global. Nico is responsible for Global, Pan-European and Regional sourcing projects for Marketing, Sales & Care Services/Products across the Liberty Global footprint (e.g. United Kingdom, Netherlands, Belgium, Germany, Switzerland, Central Europe, and Latin America).  The categories in his current scope are Media Buying, Creative, Contact (Call) Centers to deliver outsourced Customer Care, all Customer Contact technology tools, Market research, Online marketing.

 

In this role he leads complex strategic sourcing programs enabling value creation and transformation within Liberty Global. Key strength is his in-depth category knowledge in combination with understanding the business drivers, ensuring a maximal outcome.

 

At the beginning of 2014, he led a Pan European Media Request for Proposal (RFP) process that is delivering a significant multimillion euro expense savings yearly. By combining media spend across the newly acquired companies and countries within Liberty Global, this initiative established both a leverage of scale and created a cohesive playbook for future customer value propositions.  His role encompassed facilitating internal stakeholders, establishing the business case, creation and delivery of RFP to market, supplier submission analysis, negotiations, and awarding the business. His collaborative style allowed for his imaginative leadership to curate and deliver exceptional business quality to Liberty Global

 

In 2015/2016, Nico led a global integration of Customer Contact Centres strategy to harmonize and simplify over >50 outsourced vendors of customer care to an elite short list of below 10 strategic partners delivering global excellence.  This was more than a procurement exercise as it involved creating standardized definitions across multiple countries, languages, products and delivery types to begin an operational transformation for synergistic growth and customer excellence. From KPIs expected and governance with the partners to Bonus/Malus incentives, this first wave of completion garnered a higher quality and value output and is resulting in a multimillion euro expense savings yearly.

 

Currently, Nico is leading the sourcing and delivery of a Customer Contact Technology and Tools vision. This is streamlining the Call Delivery Platforms, Agent desktops, Work Force Management and other synergistic tools that enable Liberty Global to deliver superior organic growth across Cable, internet, telephone and mobile product lines.  These decisions shape the future for customer loyalty, competitive response and speed to market opportunities for our operations.

 

Prior to Liberty Global, Nico worked at Accenture Management Consulting as a Strategic Sourcing manager. Nico holds a Master’s of Science degree at Erasmus University Rotterdam, is married, proud father of two children and living in the greater Amsterdam area.