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Guest Experience During and After the Pandemic

Frans is CMO Western Region (Belgium, Netherlands, France) for the TUI Group since 7 years, overseeing all marketing & customer disciplines in the three countries. After a huge rebranding exercise towards TUI in the different markets, he worked with his teams on building a truly omnichannel brand, which resulted in several awards both for best website & best retail experience.
Two years ago he has taken on the additional responsibility of Customer Experience Director for the TUI Group. In this capacity he leads Customer Strategy & Innovation, Consumer Insights plus all Customer Service Operations in the different locations where TUI operates. Frans has lived and worked in 10 countries, speaks several European languages and enjoys learning about and understanding cultural differences.He worked previously for Disney Parks & Resorts, based in Paris first as VP Sales & Distribution EMEA and later as VP Marketing & Sales Benelux & Germany, Switzerland & Austria.Frans started his career as a Management Trainee for KLM Royal Dutch Airlines and worked during 15 years for the Air France KLM Group in the Netherlands, Argentina, USA, Norway & the UK, in different commercial and general management positions. He has a strong passion around omnichannel & customer experience. He acquired his CCXP accreditation last year and is active in judging at International Customer Experience Awards. Frans holds a Bachelor in Hotel Management from Hotelschool The Hague and a Master of Science in Business Administration from Nyenrode University. He is married to his Norwegian Birgit and has three teenage sons, crazy about football.
 
Frans Leenaars

Frans Leenaars

TUI CMO Western Region & Group Customer Experience Director
Frans is CMO Western Region (Belgium, Netherlands, France) for the TUI Group since 6 years, overseeing all marketing & customer disciplines in the three countries. After a huge rebranding exercise towards TUI in the different markets, he worked with his teams on building a truly omnichannel brand, which resulted in several awards both for best website & best retail experience. Recently he has taken on the additional responsibility of Customer Experience Director for the TUI Group. In this capacity he leads Customer Strategy & Innovation, Consumer Insights plus all Customer Service Operations in the different locations where TUI operates. He worked previously for Disney Parks & Resorts, based in Paris as VP Sales & Distribution EMEA. Frans started his career as a Management Trainee for KLM Royal Dutch Airlines and worked during 15 years for the Air France KLM Group in the Netherlands, Argentina, USA, Norway & the UK, in different commercial and general management positions. He has a strong passion around omnichannel & customer experience. He acquired his CCXP accreditation last year and is active in judging at International Customer Experience Awards. Frans holds a Bachelor in Hotel Management from Hotelschool The Hague and a Master of Science in Business Administration from Nyenrode University.

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