Director Customer Service / Interim Manager Customer Service

• Set the strategy for achieving the Customer Service organisation's mission, vision and goals
• Leading the transformation and implementation of the new Customer Service global strategy and established the new global Customer Service team
• Implementing the new customer communication platform that fits the needs of the customer while providing the business new efficiencies and savings
• Developed a comprehensive policy and process framework for Customer Service which delivers high Service Levels and overseeing its implementation and adherence
• Steering the budget of 35 Mio. € for the Global Customer Service organisation and taking responsibility for setting and managing regional Customer Service budgets
• Achieved cost savings of globally 40 FTE by automation and centralisation
• Direct management of 5 central managers and indirect 8 regional Customer Service managers with 400 employees globally
• Established a new global Customer Service KPI dashboard with goal setting and driving performance improvements

• Established and lead the Service organisation (Customer and Technical Service)
• Merged three single Customer Service organisation and established a new global Customer Service Management team
• Direct Management of 6-10 managers and 150 staff at the location Bensheim and indirect 200 Customer Service employees globally
• In March 2020 move of Customer Service organisation into remote working and keeping emergency staff at the location Bensheim – no service interruption while improving performance level
• Develop and implement a new Customer Service vision and strategy to improve performance, costs and utilise automation and technology to achieve outstanding customer experience
• Established global Customer Service KPI dashboard and regularly exceeded service metrics and budgetary goals
• Close collaboration with the global and DACH commercial team to achieve sales (exceeding 1.4 Billion €) and profit targets

• Management of the Customer Service EMEA organisation
• Development of EMEA CS strategy and organisation
• Definition and implementation of a Balanced Scorecard

Consultancy and interim management for Customer Service and Sales

• Responsible in Central Europe for all B2B and B2C service units of the tour operator Neckermann and Thomas Cook
• Management of 7 managers and 350 staff at different locations in 3 countries
• Development of a new service strategy in line with the company strategy for all Thomas Cook service units while reducing costs of 2,5–3,5 Mio. €
• Actual costs reduced by 15% compared to the annual budget (> 20 Mio. €)
• Implementation of quick wins to improve overall performance and establishing a new IT-based reporting tool for all relevant KPIs

• Responsible for Customer consultancy for all business and private Customers for the central region (Hessen and Rhineland-Palatinate)
• Management of 8 direct managers and 1700 staff at seven different locations
• Profit and loss responsibility of total budget exceeding 100 million €
• Management of several projects for the start of the unified Customer Service organisation DTKS
• Significant improvement of all relevant key performance indicators (sales, service level, cost and Customer experience) at benchmark level of all regions

250 staff at Grand Forks

for 2 contact center and 550 staff in Saarbrucken

for 10 branches with personnel, revenue and cost responsibility