CRM Manager & Consultant

Project focused on identifying and quantifying the ROI of a global loyalty program for a tobacco company. Activities included:

• Strategic consulting and project team leadership to achieve project objectives within defined time, budget, and quality constraints
• Close collaboration with the finance team to ensure a consistent basis and logic for calculations
• Development and implementation of an ROI calculation tool to support strategic decision-making at both global and local levels
• Organization and moderation of workshops with stakeholders from various areas to gather insights and validate assumptions
• Reporting and presenting results and recommendations to top management

Customer Experience improvement project for tobacco industry. Activities included:

• Ensuring project success regarding time, scope, and budget
• Stakeholder management to guarantee their involvement and satisfaction
• Conducting requirements analyses to identify key needs and objectives
• Analyzing and mapping the customer journey to identify central touchpoints and opportunities
• Developing ideas to optimize customer experience based on identified touchpoints and pain points
• Creating and testing prototypes to improve the customer experience in specific test markets
• Compiling a toolbox of optimized customer experiences and best practices for global application

Global CRM & Loyalty Program Strategy Development project for automotive industry. Activities included:

• Project management to ensure project success (time, scope, budget)
• Stakeholder management to ensure involvement and satisfaction of all relevant parties
• Conducting requirements analyses to identify key needs and goals
• Analyzing and mapping the customer journey to identify central touchpoints and improvement opportunities
• Developing a comprehensive CRM and loyalty strategy to enhance customer experience and retention
• Operationalizing the CRM and loyalty strategy into a detailed business concept
• Creating a value-oriented roadmap to plan and prioritize project steps and goals

CRM & marketing automation platform development project. Activities included:

• Strategy and business concept development based on stakeholder requirements
• Documenting requirements as Epics & User Stories
• Identifying channel-specific characteristics and customer needs through a design sprint process
• Developing and introducing an end-to-end process for customer consents management
• Coordinating and adjusting the consent concept with privacy and legal teams
• Stakeholder management, project & milestone planning

Development of digital consulting and sales applications. Activities included:

• Project management including control of the product backlog
• Requirements gathering and alignment with various stakeholders
• User research and translation into UX concepts & design
• Translating business requirements into Epics and User Stories
• Documentation in Jira and Confluence
• Testing (UAT) of the implemented User Stories prior to go-live

CRM platform implementation project. Activities included:

• Preparing & moderating steering committee meetings and project workshops
• Stakeholder management, team & budget planning, and project controlling
• Strategic project planning (including business case and budget pitches)
• Creating foundations for tailored customer interactions by developing comprehensive customer profiles

GDPR-compliant permission management project. Activities included:

• Business analysis
• Stakeholder management
• Creation of a functional concept
• Preparing documentation for the project steering committee