Recommended expert

Andreas (M.) Flegel

CRM Consultant, BI Expert, Project Manager, Coach

Andreas Flegel
Wehrheim, Germany

Experience

Nov 2023 - May 2025
1 year 7 months

CRM Consultant, BI Expert, Project Manager, Coach

start-up / dermatology and wellness products

  • Analyze business situation: stagnation of sales, small recurring customer rate, huge number of visitors but little conversion rate, average order value does not increase, no customer segmentation or targeting, performance marketing approach fails to acquire the right customer
  • Advise on sales and marketing strategies and improve operations; agile coach advice with key business strategy using Scrum and Kanban
  • Acquire key requirements and derive user stories for e-shop product owner development and customer data analysis
  • Develop comprehensive 360 degree customer data model using Shopify and Amazon; implement data feeds from more than 10 systems (Klaviyo, Typeform)
  • Develop meaningful ad-hoc data analysis detailing aspects of Triple Whale customer behavior using standard e-commerce KPIs such as AOV, Google Analytics, churn, conversion and abandoned checkout rates, ROAS, CPA, CPC; tools: SQL, Power Query
  • Derive clear and data-driven customer segmentation and targeting; ETL processes and Power BI
  • Introduce and feed new content agency with customer insights using GraphQL and Postman; improve messages, frequency, and targeted audience; Microsoft Planner
  • Provide crystal clear data proof to steer new performance marketing approach
  • Develop standard business operations reporting
Jul 2021 - Dec 2023
2 years 6 months

CRM Senior Consultant, Product Owner Event Management

Astra Zeneca / IBEX business excellence unit

  • Transform legacy process to a new global way of working as CRM consultant; manage stakeholders; understand omni-channel approach and ecosystem; identify external data interfaces and gaps
  • Acquire requirements, user stories, and customer journeys from Jira, Confluence, workshops, and interviews; tools: Salesforce/Veeva, Tealium, Adobe, SnapLogic, MuleSoft
  • Improve and optimize all aspects of the German event administration and registration process
  • Develop data connection to external registration websites; Power Query, Power BI, Excel
  • Collaborate with external event delivery agencies; consult with other product owners internationally; BPMN 2.0, UML
  • Translate complex technical requirements and limitations into business language; define process KPIs and provide analytics and intelligence to monitor continuous improvement
  • Build and run a data mart to support business intelligence and user self-service
  • Resolve all project management duties in an agile/SAFe framework for international solution delivery
  • Document key process aspects and provide training to power users
Jun 2021 - Aug 2021
3 months

CRM Consultant, User Story Developer

Zalando SE

  • Acquire user requirements from more than 20 interviewees (team leads and management) across eight business units
  • Precisely analyze requirements regarding Zalando’s standard CRM sales process solution
  • Transform requirement statements and document over 150 user stories; shape and describe the epic
  • Prioritize requirements with key Salesforce stakeholders and specify initial technical solutions
  • Advise business unit project members and harmonize solution design for a common process
  • Maintain all project aspects in an agile environment
Oct 2020 - May 2021
8 months

Country Deployment Lead, Veeva CRM-EM Senior Consultant

Biogen

  • Develop a multi-country rapid approach to introduce, evaluate, and deploy the existing Veeva Event Management solution (global template)
  • Lead the execution of deployment and advise country implementation for Brazil, China, Austria/Switzerland, France, Italy, Portugal, and Nordics/Baltics to gain business value with the global solution
May 2020 - Sep 2020
5 months

Process Consultant, Interim Manager

Biogen

  • Support affiliate teams to define local event management processes based on the global core template and solution
  • Guide multiple work teams to optimize and decide on business changes
Oct 2019 - Jul 2020
10 months

Project and Affiliate Deployment Consultant

Biogen

  • Implement multi-country Veeva Event Management for a biotechnology corporation
  • Optimize local business processes, develop requirements, harmonize with the global template, and conduct formal testing and deployment
  • Technologies: Salesforce/Veeva
Nov 2018 - Jul 2019
9 months

Project Consultant

Statkraft

  • Analyze existing and specify a global core solution using Salesforce Sales and Service Cloud
  • Develop technical master data model including permission and approval processes
  • Perform data migration and interface specification; act as data architect
  • Successfully roll out the solution for the German market
  • Coach a global team on agile project management and Salesforce deployment strategy
Feb 2018 - May 2018
4 months

Senior Process Manager MDM

Boehringer Ingelheim GmbH

  • Re-establish global MDM program for consumer customers
  • Lead a program team of over 25 internal and external members; run PMO
Apr 2015 - Dec 2017
2 years 9 months

Leader CRM Service & Release Management Europe

Lilly Deutschland GmbH / Eli Lilly & Company

  • Ensure service availability, utilization, and process optimization
  • Develop BI/analytics and digital capabilities
  • Member of the European Customer Operations lead team
Mar 2012 - Mar 2015
3 years 1 month

Service & Release Manager (Salesforce.com)

Lilly Deutschland GmbH / Eli Lilly & Company

  • Manage all technical, organizational, and business process aspects with global teams
  • Consult European operations teams
  • Establish service and release management in Europe using ITIL practices
Mar 2011 - Feb 2012
1 year

IT Lead CRM Implementation (Salesforce.com)

Lilly Deutschland GmbH / Eli Lilly & Company

  • Lead project to shape and deploy a global Salesforce.com (Veeva) CRM solution and data architecture for the German affiliate
Jan 2008 - Feb 2011
3 years 2 months

CRM Process Consultant

Lilly Deutschland GmbH / Eli Lilly & Company

  • Lead business optimization and transformation projects
  • Oversee data privacy and compliance
  • Act as customer satisfaction process owner
Feb 2007 - Dec 2007
11 months

CRM IT Lead

Lilly Deutschland GmbH / Eli Lilly & Company

  • Responsible for IT implementation of global CRM in the German affiliate
Jun 2006 - Jan 2007
8 months

IT Account Manager Lilly Deutschland

Lilly Deutschland GmbH / Eli Lilly & Company

  • Interim management of the IT department at the German affiliate
Jan 2004 - Jun 2006
2 years 6 months

CRM Business Process Architect & Process Lead (Regional/Global)

Lilly Deutschland GmbH / Eli Lilly & Company

  • Lead a customer process consultant team; manage PMO governance
  • Cover markets in Europe, Japan, the US, and global medical
Jan 2003 - Dec 2003
1 year

IT Consultant Demand IT / CRM Project European Midsize Affiliates

Lilly Deutschland GmbH / Eli Lilly & Company

May 1999 - Dec 2002
3 years 8 months

IT Consultant Demand IT & Technical Team Leader Demand IT

Lilly Deutschland GmbH / Eli Lilly & Company

Jul 1997 - Apr 1999
1 year 10 months

Senior Systems Analyst & Enterprise Data Architect

Lilly Deutschland GmbH / Eli Lilly & Company

Sep 1994 - Jun 1997
2 years 10 months
Karlsruhe, Germany

Project Leader, Consultant

EDV-Beratung Dr.-Ing. Westernacher GmbH

  • Worked in the Public Services unit for the Department of Justice
Oct 1988 - May 1995
6 years 8 months

Software Developer & Consultant

Self employed

Summary

Provide experience and advice, capitalizing on acquired technology, architecture and business process/operations expertise over past 25+ years, preferably in a sales, CRM, customer engagement, service, e-commerce, and/or marketing project environment.

  • 25+ years expertise in IT & business transformation/operations management in business support function, translate and convey between business and technology worlds
  • Sound CRM, business strategy and process design know-how for sales, marketing, and service processes
  • Maintained broad, well-selected network of key contacts within technology/sourcing, project management (agile), business process management and consulting
  • Advanced knowledge in Salesforce (sales, marketing, service cloud), Microsoft (M365, Power BI), and e-commerce (Shopify) & omni-channel eco-systems
  • Actively participates and networks in German CRM, agile project and BP management circles/workshops
  • 15+ years data and business process architecture experience including MDM & governance
  • Successfully leads and motivates others to continuously follow change
  • Empathy driven respect for people, enthusiastic team player
  • Enjoys cross-functional work and lives inter-cultural environments
  • Ability to maintain mental stability in challenging environments
  • Customer & result oriented
  • Excellent communication skills from user up to decision maker level
  • Analytical, structured, able to abstract
  • Dedicated to precision, quality, compliance, and integrity
  • Flexible and mobile

Languages

German
Native
English
Advanced
French
Elementary

Education

TH Karlsruhe (university)

Diploma in Computer Science · Computer Science · Karlsruhe, Germany

Certifications & licenses

Lean Six Sigma Green Belt Education & Qualification Project

New Operations Manager Orientation

Proforma - BP Modeling Tool ProVision (today: OpenText)

New Supervisor/Manager Seminar I-III

Power Coaching

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