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Summary

Experienced senior executive, both at a strategic and operational level, with strong track record in developing, driving and managing business improvement and development, change management and turn-around.

Extensive experience within operations: Customer Service, business development & improvement, logistics & procurement, product management & development, sales and cross-functional business improvement. Strong strategic management experience in developing strategic directions. By constantly challenging the way things are done combined with the organizational refocusing programs have been the key factors in obtaining the results: ► Significant financial improvement ► Increasing customer base ► Increasing service-level - customer service ► Increasing customer and employee satisfaction. International experience from management positions in Denmark, Germany and Switzerland. Fluent in Danish, German and English Specialties Tag:, Acquisition Integration, Balanced Scorecard, Business Development, Business Improvement, Business Performance, Management, Business Process Reengineering, Business Restructuring, Business Transformation, Change Agent, Change Management, Chief Restructuring Officer, Commercial Management, Continuous Improvement, Corporate Recovery, Corporate Restructuring, Cultural Management, Cultural Transformation, Customer Service, Efficiency Enhancement, General management, Innovation, Integrationsmanagement, Lean Management, Logistics and Procurement, Operational Improvement, Operations Management, Organizational Development, Performance Improvement, Performance Management, Process Improvement, Program Development, Programme Management, Project Management, Purchasing, Restructuring, Restructuring Manager, Service Management, Troubleshooting, Turnaround, Turn-Around Management

Achievements

Business achievements 2009 - 2011

► Due to heavy focus on business drivers - reduced cost-base and increased customer base - EBITDA margin was improved from 2% in 2009 to 20% in 2011. ► Customer base increased with 16% in a stagnant market ► Successfully changed the organization to be much more market, sales and service oriented

Business achievements 2008

► Successful turn-around a high-tech company which was highly under-performing as to its financial performance and product quality. ► Due to heavy focus on business drivers increased EBITDA margin from – 18% in 2007 to + 10% in 2008

Business achievements 2006 - 2007

► Business improvement with a "cash-in" effect of € 85m equalling to 9% of the total cost base

Business achievements 2001 - 2006

► EBITDA increased by 138% due to heavy focus on customer profitability and efficiency from € 29.7m in 2001 to € 70.6m in 2005 ► EBITDA-margin increased by 82% to 7,0% and OPEX per customer declined by 65% ► Customer base more than doubled (to 3,4m) and customer satisfaction increased from index 100 to 124 ► Best in class customer service - Connect Call Center Test 2001: Best in class, 2002: Second best in class, 2003: Best in class among all German service providers ► Employee satisfaction pushed from index 72 to 83 points

Business achievements 1999 - 2001

► Development and implementation of refocus program (Turn-around/Corporate Transformation) which included Cost Improvement and Revenue Improvement Program ► Successfully implemented Culture Change Program "Wir machen es einfach" (We make it simple) ► Reduced call volume by 35% with a wide range of self-services ► Reduced churn by 45% with retention/prevention programs

Business achievements 1998 - 1999

► Successful acquisition of an ISP, commercial and legal negotiations, due diligence, business plan and integration ► Successfully acquired Credit Swiss First Boston (London), global customer with an annual revenue of € 13m ► Successfully implemented balanced scorecard and culture program: "Let´s follow the sunrise... on a balloon trip around the world"

Business achievements 1997

► Reengineered the total sales supporting process in TDC ► Raised the professionel level of competence in the organization and made complete management tools to monitor and train the level of competence for the complete support staff

References

Christian Seidl

“During the 7 years I have worked with Torben I have experienced him as the best project and turn around manager you can think of. He managed to develop a highly target orientated, creativ and motivated company which was the key for Talkline's success.”

Steen Sørensen

“Torben is able to make things happen and gather topmotivated people around him. His has delievered better and better results year by year and Torben can match everyone as a negotiator.”

Christian Pützhofen

“I had the opportunity to work in TR´s management team for about 4 years. I got to know Torben as a highly professional and business minded executive, with a distinctive sence on business targets, target-achievement, innovations and customer orientation. He always pushes himself and his team to higher limits and target overachievement. Even in bigger organisations, he shows the capability to focuss all members on short-run targets and their results. He always makes sure that his team works motivated and focussed at any time. During the period of time I worked with him, his project-culture realized a significant turnaround and increase in ebitda and at the same time in customer- and employee satisfaction. I enjoyed working for him at any time.”

René Skjøde Andersen

“I worked close together with Torben for approximately 9 months in 2006/2007. During the period we cooperated in analyzing a large production unit, and draw up plans for several ambitious performance improvements. I found Torben very dedicated, committed and enthusiastic in this work, and he used a very structured model to achieve the objectives. I can strongly recommend Torben for these kinds of tasks.”

Jesper Scharling Sørensen

“Torben did a great job in one of our portfolio companies focusing on means and ways to increased profitability and growth. Torben is clear and to the point in communication and action. I can highly recommend working with Torben on businesses development.”

Dieter Danneboom

“Torben is strong leader who formulates his vision, is able to articulate it, and has the management capability to get it implemented. I enjoyed working for him, and learned a lot from the experience. He was the greatest catalyst for positive change that I have ever worked for or with. His visionary and implementation of management tools were a model for me that I will always follow.”

Robert Steiner

“Torben was very fast and worked well under the extreme time pressure that I put him under. Results driven and very focused”

Anders Bröchner

“Torben shows an amazing dedication and professional focus on the business drivers of all the projects he works on. He managed to realise challenging projects both with internal process optimizations, re-engineering, employee motivational programs as well as managing large customer projects, succeeding in particular in though negotiation rounds.”

Malcolm Myers

“Torben is the most outstanding customer advocate I have worked with. He has been able to transform large service organisations into becoming totally customer oriented.”

Mogens Soegaard Hansen

“I worked together with Torben from 2001 to 2006. During these 5 years Talkline developed significantly in terms of improved financial results as well as growth in customer base. Torben played a major role in achieving these results. I highly respect his ability to move an organisation forward, setting ambitous goals and achieving them through personal leadership.”

Michael Fedder

“Torben is working with me and the management team of our company to improve our financial performance. Torben is doing an excellent job, keeping focus on the essentials. Torben is highly goal oriented and motivates his surrounding players to act equally. I highly appreciates Torbens performance in our company and I recommend Torben as a highly qualified executive.”

Preben Mejer

"I have worked with Torben at several occasions, he is a great COO, he has the ability to understand a complex value chain and go to market proposition and twist it to deliver a fantastic result, he is highly commited, energetic and professional”

Hans Møller

“Torben reengineered the total sales supporting process in TDC in very professional way. He raised in very short time the professionel level of competence in the organization and made complete management tools to monitor and train the level of competence for the complete support staff. I can recommend him to anybody who needs revitalizalion of a complex organisation.”

David Durrant

“Torben is a high motivatived, business focused and customer orientated individual. He has incredible business focus and awareness. He uses his skills to ensure business results are achieved, but he also ensures that his team is focused, motivated and led to achieve results but also to deliver customer excellence at all levels of governence. A great asset to any company.”

Ralf Priemer

“I had the chance to work with Torben Rick for more than 3 years. With his extreme focus on goals Torben has implemented a high performance culture at Talkline. Torben has a clear sense of future directions for a company. For example has he focussed on e-business and empowered the e-business department at a time (2002) when almost every company in Germany has reduced or even fired their e-business department. Like this Talkline became the most successful telecommunication company in e-commerce at that time. Another success story was his strong focus on online-billing which saved millions of Euros to the company. A lot of his initiatives where copied by the competitors sooner or later...and with these advances he made Talkline to the most successful mobile service provider in Germany.”

Yannis Christoforidis

“I got to know Torben as very strong, target-oriented manager. His ability to inspire people and to convince them, that “good is not good enough” describes a little bit the passion he feels for his job. I enjoyed working with Torben. The way he pushes himself and his team for higher aspirations is exemplary.”

Beate Riemer

“I know Torben as a very target-oriented manager, aiming very high, being full of energy to achieve the strategic objectives. In different projects related to leadership culture and organisational development I appreciated his passionate, creative and convincing way of making contact with people, in order to form an unanimous and committed team with respect to the objectives. Having in mind that best results come with synergy in teams, he gives space and invites people to discuss things controversely. I had the chance to learn a lot from him.”

Steen Sørensen

“Torben is able to make things happen and gather topmotivated people around him. His has delievered better and better results year by year and Torben can match everyone as a negotiator.”

Leonardo Castiglione

“Torben is very much goal and implementation-oriented. Torben makes challenges, goals, and strategy understandable for employees. He uses simple words and pictures to make sure that everybody in an organization understands the direction of the company. This makes company-wide programs and projects transparent and successful. The results are significant increase in EBITDA, customer base, customer satisfaction and employee satisfaction.”

Søren Lindgaard

“Torben is pronounced target orientated and full of drive. He is very strong implementation- oriented and an “effective troubleshooter”. This is based on a healthy and transparent project culture in which the entire organization knows all objectives and is involved on an ongoing basis. This conscious focusing on organizational culture created a turnaround which lead to a significant increase in EBITDA, customer base, customer satisfaction and employee satisfaction”

Alexander M. Dahlke

“Torben is a very strong, implementation-oriented manager, driven by the desire to never accept a "no" but rather always push for higher aspirations. In doing so, he has built an exceptional track record of overachieving goals and pushing himself and his team to higher limits. He is a great colleague to work with, blending a both business-focused with very personal leadership style.”

Portfolio

Specialties

  • General management
  • Operations management
  • Business Development
  • Turn around & restructuring
  • Business improvement
  • Performance improvement
  • Change management
  • Organisational development
  • Project & programme management
  • Service management
  • Customer service
  • Commercial management
  • Logistics & procurement

Work experience

2009Present

Division Director & Group Business Development Executive

Verdo A/S

Division Director responsible for the fiber company Verdo Tele A/S (sales, marketing, customer service, product management, IT & technology) and member of the Executive Management Board of Verdo A/S. ► Due to heavy focus on business drivers - reduced cost-base and increased customer base - EBITDA margin was improved from 2% in 2009 to 20% in 2011. ► Customer base increased with 26% in a stagnant market ► Successfully changed the organization to be much more market, sales and service oriented Group Business Development Executive: Group business development and strategy, business & financial improvement, cross-functional business improvement.

20082008

Independent Executive Interim Manager

Meliorate Solution

Interim Business Development Advisor Energi Randers - Denmark (Energy industry ). Hired by the CEO to evaluate and improve a major strategic project. Interim Business Development Advisor Vopium - Germany (Mobile VOIP). Hired by the board to develop “routes to market” in Germany. Interim Business Development & Financial Improvement Executive Comlog A/S - Denmark & Germany (Telematic). Hired by the board and charged with turning around the company which was highly under-performing as to its financial performance and product quality ► Due to heavy focus on business drivers increased EBITDA margin from – 18% in 2007 to + 10% in 2008

20062007

Business & Financial Improvement Director - Vice President

TDC Solution A/S

Reporting to the CEO of TDC Solution A/S, responsible for Business & Financial Improvement with 34 employees - Lean Management, Business Process Management and reduction of production and capacity needs. ► Total “cash-in” of € 85m corresponding to 9% of the total cost base

20012006

Chief Operating Officer (COO) - Managing Director

Talkline GmbH & Co. KG

Member of the Board of Directors (Geschäftsführung), responsible for 480 employees covering customer service, eBusiness, marketing, product management, procurement and sales with a yearly revenue of € 1.000m ► EBITDA increased by 138% due to heavy focus on customer profitability and efficiency from € 29.7m in 2001 to € 70.6m in 2005 ► EBITDA-margin increased by 82% to 7,0% and OPEX per customer declined by 65% ► Customer base more than doubled (to 3,4m) and customer satisfaction increased from index 100 to 124 ► Best in class customer service - Connect Call Center Test 2001: Best in class, 2002: Second best in class, 2003: Best in class among all German service providers ► Employee satisfaction pushed from index 72 to 83 points

Bought by Debitel/Mobilcom

19992000

Project Director

Talkline GmbH & Co. KG

Member of Erweiterte Geschäftsführung (EGF), reporting to the CEO, responsible for business development ► Development and implementation of refocus program (Turn-around/Corporate Transformation) which included Cost Improvement and Revenue Improvement Program ► Successfully implemented Culture Change Program "Wir machen es einfach" (We make it simple) ► Reduced call volume by 35% with a wide range of self-services ► Reduced churn by 45% with retention/prevention programs

19981999

Commercial Project Director

Sunrise Communications AG

Reporting to the CEO, responsible for business development in a recently established communications company owned by TDC, British Telecom, UBS, Migros and SBB. ► Successful acquisition of an ISP, commercial and legal negotiations, due diligence, business plan and integration ► Successfully acquired Credit Swiss First Boston (London), global customer with an annual revenue of € 13m ► Successfully implemented balanced scorecard and culture program: "Let´s follow the sunrise... on a balloon trip around the world"

19971997

Sales Support Director

TDC A/S

Head of domestic and international sales support with 72 employees, including 7 function managers. Responsible for domestic and international pre-sales support, project management, Total Service Management, contract administration, development and implementation of Balanced Scorecard. ► Reengineered the total sales supporting process in TDC ► Raised the professionel level of competence in the organization and made complete management tools to monitor and train the level of competence for the complete support staff

19951996

Head of Strategic Business Unit

TDC A/S

Reporting to the Division Director, Total Service Management with 13 employees. Business and market foundation in the newly established Strategic Business Unit starting from scratch. Responsible for development and implementation of services within IT Facility Management. Annual sales responsibility of € 13m, responsible for overall marketing strategy, customer and competitor analyses, development of various sales & marketing tools, PR activities, conferences, seminars etc.

19921995

Head of Logistics & procurement

DanaData A/S

Reporting to the CFO, responsible for procurement, warehouse, configuration and test center and dealer team with a total of 37 employees. Procurement of € 100m distributed on 4,500-5,000 article numbers with an average inventory turnover ratio of 11-12. Sale to retailers with an annual sales budget of € 30m.

19921995

Managing Director

PC Distribution A/S

Responsible for the distribution company PC Distribution A/S of (50 percent owned by DanaData A/S). International contract negotiations in USA, UK, France and Germany.

19901991

Head of Marketing

DanaData A/S

Head of the central marketing department with 4 employees. Overall responsibility for DanaData’s operational & strategic marketing. Responsible for international marketing activities in connection with International Computer Group (ICG) in Paris.

19891990

Project Manager

Nykredit

Responsible for operational & strategic marketing (B2B) and central sponsoring.

19881989

Project Manager

Kreditforeningen Danmark

Responsible for the project group: “Sale and marketing” whose purpose was to draw up strategic proposals for the executive committee and the board of directors at Kreditforeningen Danmark as part of the planning project “A plan for KD”

19871988

Kreditforeningen Danmark

Marketing Coordinator

Responsible for the decentralised marketing and sponsoring function in the Funen area with 2 employees.

Education

20042004

Executive Program

INSEAD

Customer Orientation - Executive Program

20012001

Executive Program

INSEAD

High Performance Organisations - Executive Program

19841987

M.Sc. (Econ)

Aarhus School of Business
19811984

B.Sc. (Business Economics)

Syddansk Universitet