Mark Kramer | Director Customer Relations and Interactions
Air France - KLM | Netherlands

Mark Kramer is Director Customer Relations and Interactions for Air France KLM.

Mark is a result-driven marketer with the ability to take an outside-in perspective in managing the customer experience. A self-starter and enabler: able to create a vision and to bring it to solutions with a team of experts. Able to take a helicopter view when dealing with various stakeholders and complex processes. 

During the past 8 years, Mark has been working in different roles within the marketing organization of KLM Royal Dutch airlines as well as the Air France KLM group. This has allowed him to gain expertise in product strategy, customer loyalty, customer relationship management (CRM), customer retention, campaign management, service recovery as well as customer care.
In combination with his background in operational management, including airport management in the AsiaPacific region, Mark has been able to drive several customer experience initiatives to successful implementation. Examples are: the premium ground experience product for high-value customers called SkyPriority as well as a disruption notification system for e-mail /sms /push app. Mark is now the product owner of the customer journey model which is the fundament under the new Customer Interaction Strategy of Air France and KLM. 

Mark has a bachelor’s degree in Marketing & Finance from the International Hotelschool the Hague as well as post-doctoral degree in CRM Leadership from Beeckestijn Business University.

Since 2003, Kramer has resided in the Haarlem, The Netherlands with his wife and three children.