Jay Klinkhamer
Head of Digital Strategy & Architecture

jayklinkhamer@gmail.com  I     +31 652494044     I www.linkedin.com/in/jayklinkhamer

 

Experienced, innovative and patented executive, offering over 20 years of experience in digital strategy, product ownership and Customer Experience. Proven experience developing, implementing and managing the overall digital strategy, roadmap and business architecture for global Fortune 50 companies.  Led the separation of Hewlett-Packard into HP, Inc. and Hewlett Packard Enterprise for digital.  Developed and managed the largest technology overhaul in HP history with a new web support portal.  Responsible for the MPS service portal creation and remote management as part of the HP Managed Print Services start-up core team. Co-conceived (patented) and developed HP’s Instant Support which automated and sped up the resolution of computing and printing problems by linking devices embedded web servers (EWS) to enable e-services like message notification, remote diagnostics, software/firmware upgrades, and e-commerce.  Invited to HP Global Tech-Con conferences in 2012, 2014 & 2015 for innovative papers.  Very broad experience including stakeholder engagement, business management and engineering management.

 

Areas of expertise
Digital Strategy | Cross Functional Team Leadership | Stakeholder Management | CX Design and Management | Vendor Selection & Management | Solution Architecture | Business Case Development | CRM | Agile management | Program Management | Requirements Management

 

EMPLOYMENT HISTORY


HP, Inc. · Global Digital Strategy & Architecture Manager                                                              2013 – Present
HP Inc. is one of the world’s largest developers and purveyors of personal computers and printers.
Plan, execute and manage the global digital strategy, CEX and capabilities roadmap for HP’s online services and customer support across customer portals, mobile devices and on-product apps.  It covers 68 countries, 120,000 products, 24 languages and records over 900 million unique visits a year.  Manage a team of four, including two product owners, UX lead and FE developer.  Developed analytics and metrics’ systems and methods to assess the success of projects and programs.  Implemented new dynamic AB testing suite.
Notable Achievements:


Jay Klinkhamer, Innovative Digital Strategist & CX Designer                      06.50641706       jay@klinkhamers.nl

HP Inc. Global Separation Management Office · Head of Global Digital Media                     2014 – Present
Manage the separation of Hewlett-Packard into two companies, HP Inc. and Hewlett Packard Enterprise.
Manage and lead the separation of all web, social media, Online CRM, knowledge/training and channel delivery systems, as a special assignment for the Separation Management Office.  Orchestrate the strategic allocation of employees, assets, IT applications, functional process changes and more.
Notable Achievements:

Hewlett Packard · Digital Product Manager                        2012 – 2013
Product managed the expansion of HP’s remote monitoring platform for HP Imaging and Printing products including the development of a portfolio fee-based of proactive services.  Shifted strategies to web activities including a new chat implementation, social media, online diagnostics, knowledge management and IVR extensions.  Led all online and technology related initiatives from strategic vision to concrete separation and, lastly to integration plans.  Oversaw all key program components including customer experience management, budget, cost benefit analysis, IT, product research and development (R&D), plan of record, metrics and solution development.
Notable Achievements:

Hewlett Packard · Global Support Automation Product Manager                                                           2009 – 2012
Conceived and managed all automation services (remote monitoring of printing devices), covering both revenue driving and cost reduction initiatives. Oversaw all key program components including service definition and delivery, IT, R&D and solution development.  Worked with a cross-functional team across portfolio sales, marketing, legal, IT, product R&D, engineering and more.
Notable Achievements:

Hewlett Packard  · Global Services & Solutions Product Manager                                                       2007 – 2009 
Represented HP Services organization in collaboration with other HP organizations to achieve services objectives. Advised organizations about products and services. Developed policies, strategy, and tactics within the assigned services areas.
Notable Achievements:




Hewlett Packard · Worldwide E-Delivery Program Manager                                                                    1996 – 2007
Promoted several times to key managerial positions within HP.  Managed all technology services for HP Imaging and Printing Serviceability Initiative including hardware, software and internet technologies.
Developed, initiated and managed new and innovative commercial support services which cross between desktop and internet services to provide proactive resolutions of known issues.  Created and managed the first pay-per-use service, marketed as PrintAdvantage and oversaw all digital media within the Value-Added Services Business Development start-up.  Served as Services and Support Lead on EMEA e-Business Council as well as European support business representative for the Worldwide HP Knowledge Management Initiative. 
Notable Achievements:

 

 

 

Education & Qualifications

  • Bachelor's degree in International Marketing, 1988- 1992, Hogeschool Holland, Amsterdam
  • Bachelor of Commerce. 1985-1986, University of Cape Town
  • Harvard Management Mentor10: Various courses
  • London Business School: e-business post graduate program
  • Various Leadership Courses

 

Languages


  • English (Native)
  • French (Elementary proficiency)
  • Dutch (Native)
  • Afrikaans (Working proficiency)