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Rob Zwerink

Director Digital Innovation at TNT Express


Innovation and change are the key themes for my personal drive. During my career, these two topics were a constant factor in a highly dynamic businesses. In August 2016, I joined TNT Express with the ambition to change the logistics by digital innovation. In the years before, I have been able to contribute to the significant growth of and passenger handling at airports. Growth in the service-portfolio, in the results, as well as in the organization. My personal style is to connect: connect people to collaborate, connect business and IT, connect strategy to tactics, connect commercial and operational stakes and targets. "Make it happen" is my motto. By experimenting and learning. By making incremental steps, while being persistent on structural changes. As long as there is movement to better results, higher quality, an awesome customer experience and higher motivated people.

Work History

Director digital innovation

tnt express
aug 2016present

Responsible to ignite, chase and execute innovation within TNT Express, enabled by digital technology. Creating new value propositions, by exploring customer needs, business viability and technological feasibility via experimentation. Member of the leadership-team at TNT Digital. Main achievements so far: launch of Moonshot-program with 5 innovative tracks. 16 experiments executed in first 8 months.

Director Information Management Digital

Airfrance KLM
Mar 2015 AUG 2016

Managing a team of 60 digital specialists, of which 7 direct reports. Fulfilling the digital strategy by developing capabilities across digital touchpoints as, apps for smartphone, tablet and wearables, airport kiosks, social and 3rd party platforms. Main achievements: chasing the digital transformation within the organization, working agile on a portfolio of services across the customer journey. Setting the example for peers. Bridging business and IT.

Director E-Development

Airfrance KLM
Jun 2009Feb 2015

Responsible for product development on, incl. online booking, online services, ancillary services, content development and user experience on web, mobile and airport kiosks. Managing a team of 25 product owners. Main achievements: initiating, growing and maturing the digital portfolio. Business drivers: online share ticket sales, ancillary revenues, usage, conversion, customer satisfaction. 

Manager E-Services

KLM Royal Dutch Airlines
Aug 2005Jun 2009

Responsible for product development on online and ancillary services on web, mobile and airport kiosks. Main achievements: the substantial growth of online check-in worldwide, the introduction of the first seating concepts, creating ancillary revenues.

Head Product Development

KLM Royal Dutch Airlines
Apr 2002Jul 2005

Responsible for product development  for the Passenger Services department. Managing a team of 4 product managers. Benchmarking the services with other airlines at their hubs. Collaboration with Schiphol Airport on improving the passenger's experience in the terminal, like introducing concepts of selfservice upon departure, transfer and boarding.

Business Analyst

KLM Royal Dutch Airlines
Dec 1998Mar 2002

Business Analyst at the Passenger Services department at Schiphol airport.

Manager Quality Management

Koninklijke landmacht
Aug 1996Nov 1998

Developing and executing Total Quality Management program within maintenance unit for ground equipment

personal development & EDUCATION

SAFe Agilist

inhouse course
Mar 2016Mar 2016

2-day course on basics and implementation of the Scaled Agile Framework, including SA Agilest certification


Feb 2014Jun 2014

AIRFRANCE KLM senior management program on personal leadership


in cooperation with HEC
Sep 2009Dec 2009

AIRFRANCE KLM senior management program on latest industry developments, entrepreneurship and intercultural management styles


FIRMAMENT consultancy
Sep 2006May 2007

KLM middle management program on personal leadership and effectiveness


Dec 2002Dec 2002

3-day course on negotiation techniques


Sep 2000Apr 2001

KLM program on personal competences for professionals


University of Groningen

Field of study: Managing Technology & Innovation

Thesis: Total Quality Management at Ahrend Office Supplies

other interests

photography, travel, architecture, bikram yoga