PPOC Consultancy

Patrick Wermer is a seasoned manager with 25 years of experience across Europe, the Middle East, and the United States. He has held senior leadership roles in ICT-driven e-commerce organizations, including Vice President and Head of E-commerce Operations at Chalhoub Group, as well as Director of
E-commerce Operations and Customer Services at PVH. Throughout his career, Patrick has consistently delivered results in complex, fast-paced commercial environments driven by technology.

Patrick excels at translating strategic objectives into operational excellence, implementing customer-centric strategies, and driving cost efficiencies.
His experience spans diverse sectors such as retail, telecommunications, technology, finance, and hospitality.

He has worked with leading companies including KPN, Telfort, and Boretti, as well as iconic brands like Tommy Hilfiger, Calvin Klein, Tumi, Max Mara, Louis Vuitton, Chanel, Lacoste, and Karl Lagerfeld.

• LinkedIn

In 2024 a mix of post-pandemic spending fatigue, inflation, and economic challenges in key markets such as the US and China has led to what the media refers to as a "Luxury Slowdown."

Patrick Wermer

Customer experience is set to become an even bigger brand differentiator in 2025.

Providing seamless and personalised experiences - from local payment methods to quick customer support - will differentiate brands in a competitive landscape.

People are the heart of any successful organization.

Working with people is what drives me.
I have a Partnering Leadership Style. This means that I focus on building strong, collaborative relationship with team members. As a leader, I emphasize trust, respect, and shared decision-making.Todays challenges won’t be solved by one individual, but it is our collective collaborative effort that will make the impossible, possible.I get a kick out of helping team members reach their full potential, and I believe that the best way to do this to nurture a culture of safety, quality, and reliability.

"I had the best interview, work experience and leader with you""When you became my Director you were always making sure I had my place in the newly CS Operations team""Thanks for being a mentor for me!""You had an incredible impact on my professional life, thanks for giving me the opportunity"

Strategic Partner in digital payments and sales

With a track record in delivering substantial e-commerce results, driving revenue growth, enhancing profitability, and a constant focus on operational excellence, I'm confident in my ability to contribute to the success of your .com.
Over the past decade, I've managed and implemented digital payments across various platforms in Europe and the Middle East.Digital payments are at the heart of any digital business strategy. Businesses must navigate challenges such as integrating new payment options, collaborating with new providers, adapting to evolving customer behaviors, and enhancing client experiences.Payment failures erode trust in a brand's reliability and competence. More than 40% of consumers experiencing payment failures become detractors.I focus on payment team development, payment cost negotiations, and fraud prevention measures to optimize your consumer experience and meet your business needs.

Customers first
and all customers are important.

the customer path must be as easy and comfortable as possible. Seamless accessibility and omni channel approach.

Building consumer trust takes time and flawless execution

"Football is a game of mistakes. Whoever makes the 'fewest' mistakes wins."
Johan Cruijff - Dutch soccer player - 1947-2016This philosophy applies seamlessly to e-commerce omni channel operations, where minimising errors is key to success.
Throughout my career I have helped businesses minimise operational mistakes, deliver exceptional premium customer experiences at all touch points and a profitable omnichannel setup.Up-to 40% of customers facing, instances of payment failures, insufficient order status updates, challenges in parcel handovers, unclear return procedures, delayed refund processes, and ineffective resolutions to customer problems, turn into detractor.Even the most customer-centric companies score a 1* on Trustpilot.Doing business means making mistakes, and growing your business means addressing these mistakes on a day-to-day basis, improving the experience one step at a time.Brands invest in getting consumers to their websites; I make sure they keep coming back.

The 2025 Customer Service Challenge: ensuring that AI algorithms are unbiased and fair.

As a Customer Experience leader, I create and execute strategies to make customers happy and loyal. I lead a team to improve service, work with everyone to put customers first, and use data to make things better.I helped businesses improve their customer service by driving significant operational effectiveness and cost efficiencies. Enabling a high-quality Omni Channel Customer Centric experience across key customer journeys. Measuring, tracking, improving customer satisfaction.Treating customers with the same respect and care that you would expect for yourself fosters a positive and trusting relationship. When customers feel valued and understood, they are more likely to return, recommend your brand to others, and remain loyal even when faced with competitive alternatives. This approach creates a strong emotional connection, enhancing customer satisfaction and encouraging long-term loyalty.

I Managed customer service support for the following brands in the Europe:
Calvin Klein • Tommy Hilfiger • Zalando • About You.Managed customer service support for the following brands in the GCC:
Carolina Herrera • Christian Dior, Chanel • D&G* • Dyson • Ralph Lauren • Swarovski • Jacquemus • Karl Lagerfeld • Adolfo Dominguez • Guess, Lacoste, Tumi, Tory Burch • L'Occitane • Max Mara • Level Shoes • Elemis • Erborian • Faces • Ghawali • Maison 21G • Make Up for Ever • Molton Brown • Muse • Tanagra • The Deal • Tyrano • YSL Beauty • Guerlain • Armani • Ex Nihilo • Beauty Nation • Kilian • Givenchy • Penhaligon • (PUIG).

Here's a closer look at my background:

Call me a Master of Practice. Gifted with an entrepreneurial spirit, I built and sold a wholesale business, in the Netherlands. As the Managing Director of Boretti.com, a market leader in luxury cookers and kitchen equipment, I managed a retail channel, covering over 500 points of sale. Renegotiated major company procurement contracts for most businesses I worked for. As the Head of Quality & Control at Achmea (one of the largest financial service providers in the Netherlands), I managed financial control teams executing formal controls to limit financial leakage on paid-out insurance claims. In my younger years, I worked as a Food and Beverage Manager in a hotel and waitered in a famous DC restaurant, serving Eddie Murphy, Bob Johnson (BET), Arsenio Hall, and United States Secretary of State, James Baker. I also have a passion for fragrances.I am the founder of DISPEZZI PARFUMS, where we sell a luxury scented candle and contribute part of each sale to fight poverty through micro-lending.
With the concept 'buy a candle, lend a hand,' every candle sold funds a loan. Support this project by clicking on the below link and buying a candle.

• DISPEZZI PARFUMS WEBSITE

Don't take 'my' word for it

"While we interviewed countless leaders, none had the required blend of expertise and experience -- until we met Patrick. He quickly built a best-in-class operations team defined by their integrity and willingness to collaborate. With the significant improvement the team delivered, I know there is not a single brand in the GCC that could not benefit from Patrick's deep experience".Ryan den Rooyen
Chief E-commerce Officer.

"Patrick combines great leadership, people management and strategic skills, which is a rare characteristic to be found all grouped in one individual.
He is a visionary and he knows the direction e-commerce needs to take in order to add a competitive advantage to the business"Stefania Picchi
Director DTC Direct to Consumer

"You learn a lot about a person’s character when things are not going as planned. You need someone you can rely on, someone with integrity and someone who is willing to step forward and take responsibility. All these values I have seen reflected during my tenure working with Patrick."James Schlesinger
Customer Acquisition Director

“I highly recommend Patrick for his excellent sales and tough negotiation skills. He's a problem solver who successfully grew my business during the worst financial crisis. Patrick worked with the manufacturers' R&D department to improve our cookers based on customer feedback, which was crucial for our success. He's a valuable asset to any business."Bob Brilman, CEO Boretti.

Contact

• LinkedIn

• Check my extensive Curriculum Vitae

Omni Channel e-commerce
E-commerce/post purchase optimisation/process improvement/change management People Management/team building/performance/leadership
Digital payments/strategy/team management/ cost management/ fraud prevention/transaction optimization
Customer Service/ management/cost management/quality management
Operational excellence/business process management/operational monitoring/improvement plan development
Budget Management /contract negotiation/cost-saving/financial target accomplishmentLanguage: Dutch, English, German