About Piet
I help retailers and brands improve store performance, launch new markets, and standardize CX remotely or on-site using data‑driven KPIs, NSO playbooks, and people‑first leadership.
Strategic retail operations leader with 25+ years driving multi‑country, multi‑brand store networks across Europe, USA, and APAC, with full P&L ownership up to EUR 500M and 1,400 locations. Expertise in regional retail execution, new country enablement, new store openings, and operating model localization, partnering cross‑functionally to deliver consistent customer experience and operational excellence. Known for hands‑on, people‑first leadership, KPI discipline, and process improvement to drive growth, profitability, and customer satisfaction in premium and purpose‑driven brands.
English
Native or bilingual
French
Conversational
Italian
Basic
German
Native or bilingual
Can work on-site
Lugano (up to 50km), Zurich (up to 50km), Milan (up to 10km), Geneva (up to 10km)
Experience
- Musik Hug AG (Steinway & Sons, Fazioli)Sales DirectorRETAIL (SMALL BUSINESS)November 2023 - June 2025 (1 year and 7 months)Zürich, SwitzerlandSales Director mandate (contract) to standardize operations, CRM and CX across a premium, multi‑site retailer. Reported to the CEO as part of the extended management team for Switzerland's leading premium music retailer (Steinway & Sons, Fazioli, est. 1807). Led multi-site sales operations, CRM and retail calendar implementation, and people development across 7 locations with 190+ employees.Key Achievements:• Standardized store processes, service protocols, and retail KPIs across 7 locations, improving execution quality and store‑level performance.• Partnered with marketing and local teams to deliver events and brand activations for high‑net‑worth individuals and institutional clients.• Implemented CRM, retail calendar and data‑driven customer follow‑up, elevating customer experience and repeat sales.These methods now form the basis of my Retail Health Check and CRM & CX Upgrade services for multi-site retailers.
- PatagoniaRetail ManagerRETAIL (LARGE RETAILERS)April 2022 - October 2023 (1 year and 6 months)Munich, GermanyRetail transformation mandate (contract) during ownership transition, focused on performance, culture, and public engagement. Led retail teams in Berlin and Munich, aligning operations, people development, and public engagement with Patagonia's ownership transition to "Earth as our only shareholder." Drove store performance, team capability, and brand advocacy during a high‑visibility transformation.Key Achievements:• Delivered annual sales growth of +14% in Berlin and +11% in Munich through operational and commercial improvements.• Hired, restructured, and coached store leadership teams, strengthening performance management and customer-focused culture.• Represented Patagonia at key events and supported the 2022 "Earth as our only shareholder" ownership transition and stakeholder engagement.These methods now form the basis of my ‘Retail Health Check’ services for brands undergoing change or ownership transitions.
- transform-architects GmbHCommercial Operations DirectorREAL ESTATEJuly 2016 - August 2024 (8 years and 1 month)Berlin, GermanyCommercial operations leader (part-time) and strategic advisor for real‑estate projects. Led business operations and strategy for a family-owned architecture and real estate group focused on high-value renovation and renovation projects in Berlin, Germany and Thessaloniki, Greece, as well as offering strategic retail consulting to international clients.These methods now form the basis of my ‘Operations & Project Health Check’ and ‘Market Entry & Portfolio Strategy’ services for real‑estate and retail clients.
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Education
- Business ManagementESB Business School / NEOMA Business SchoolBusiness Management
- Situational Leadership II (SLII) Certified TrainerKen Blanchard CompaniesSituational Leadership II (SLII) Certified Trainer
Certifications
- AI-Driven Leadership: Strategies for the FutureStanford University2025
- Business LessonsHarvard Business School2020