Marco Grüttgen joined IPC in December 2001 as Support Manager for the E-Parcel Group (EPG), managing the Operational network, Quality of Service and Customer Services. When the EPG team evolved into the Parcels Team in 2006, expanding its portfolio with additional services and projects, Marco moved to the position of Parcels Operations Manager. In this role he was one of the drivers behind the Easy Returns Solution (ERS) and IPC’s Customer Service System, the latter now upgraded to the award-winning Global Customer Service System (GCSS).
After acting as Head of Parcels for over a year Marco took up the position of Head of e-Commerce Solutions in December 2014. In this role he was responsible, together with his team, for Return Services, Delivery Choice and Customer Services across all variety of services and networks such as Interconnect, EMS Cooperative, EPG, PRIME, Kahala Posts Group and UPU parcels. At the start of 2018, he became Head of INTERCONNECT Services, ensuring the successful roll-out and management of the network. Since then, his role has evolved to include quality of service analytics (letters and parcels) as Head of Interconnect Management & Analysis Services.
Marco is from Amsterdam, the Netherlands, where prior to joining IPC he worked four years for PTT Post’s Parcel Services, setting up the EPG Customer Services Department as Customer Service Manager, and two years at PTT Post International as Business Analyst responsible for CAPE and cross-border tracking.
Marco has a background in Marketing (School of Economics and Management, Amsterdam) and holds various certificates in Project Management and Business Analysis.
Click here to download the picture.