Chris Willmanns - Freelance Project Manager

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Zirndorf, Germany

Experience

Jan 2022 - Present

3 years 7 months

Zirndorf, Germany

Freelance Project Manager

Chris Willmanns Consulting

Transformation, CRM, digital solutions

Jan 2019 - Dec 2022

4 years

Managing Director

Rechtecheck

Setting up and growing a legal-tech startup with two focuses
B2C: Content and service provider (ISP) for legal questions and issues, including lawyer referral
Building the entire funnel/customer experience (internally and as a service provider for law firms), including opt-in/consent management
Conversion and customer journey optimization
Setting up affiliate concept / performance channels
SEO optimization (including AI-powered content creation)
Increasing traffic from 10,000 to over 200,000 unique visitors per month
B2B: CRM and lead management software provider (SaaS), including content management
Leading IT, customer experience, product management, marketing (SEO/SEA, TV, radio, offline campaigns)
Managing 20 employees, overseeing vendors
Developing digital products/services/software using SCRUM

Jan 2013 - Dec 2019

7 years

Management Consultant

Iskander Business Partner

(IT) Project Manager, Product Owner, Scrum Master

Consultant

Chris Willmanns Consulting

Project: SRC Reduction (Industry: ICT, Duration: 5 months)
Reducing service retention costs for existing customers (CLV-based)
Analysis, design of solution approaches and implementation
Introducing a value-based commission model for sales staff in the existing customer segment
Setting up a cross-departmental KPI/performance report for management
Designing the optimization of an existing Next Best Offer tool for sales

Interim Manager / Department Head

Chris Willmanns Consulting

Project: Setting up key account management (Industry: reservation system provider for restaurants, Duration: 6 months)
Reorganizing key account management
Loyalty program management; CRM setup & expansion (loyalty program, customer experience, consent management)
End-to-end setup/optimization of customer communication (B2C & B2B) across all channels, including loyalty program setup
Setting up churn management (including churn prediction, reporting, etc.)

Head of PMO

Chris Willmanns Consulting

Project: RAITT (Digital transformation program Telco) (Industry: ICT, Duration: 12 months)
Transforming the entire IT landscape; introducing Salesforce Vlocity, including migration of customer and telco data
Optimizing project control (capacity planning, introducing end-to-end reporting for scope & progress)
KPI setup & implementation to measure program success (Salesforce / Tableau); Scrum Master
Project management (Scrum + SAFe; scope planning & challenge)
Stakeholder management; preparing decision templates
Governance setup, optimization & implementation

PMO Lead

Chris Willmanns Consulting

Project: K2 (Industry: ICT, Duration: 6 months)
Taking over the project management office during the migration of the entire tariff portfolio to a new structure, including system migration for a telecommunications provider
Adjusting opt-in/consent setup for contract migration
Budget controlling, risk management, progress tracking, setting up & optimizing governance & process organization
Introducing & setting up the project management tool (JIRA/Confluence)
Deriving measures & preparing decision templates
Managing the PMO
Stakeholder management

Product Owner

Chris Willmanns Consulting

Project: Virtual Agent (Industry: ICT, Duration: 5 months)
The client wanted to expand their self-service strategy by implementing a virtual agent on the website that can answer customer questions interactively
Selecting the service provider and defining the scope
Taking on the role of product owner on the business side
Leading & managing the project from design (design sprints) to soft launch
Setting up & conducting training

Project Manager

Chris Willmanns Consulting

Project: CRM Push (Industry: automotive manufacturer, Duration: 6 months)
Building CRM organization: team, IT/infrastructure (Salesforce), OKRs
Setting up & optimizing consent management for digital services
Establishing CRM strategy
Loyalty program setup
Proposition development
Introducing relevant KPIs
Designing a CLV-based next-best-offer logic

Project Manager

Chris Willmanns Consulting

Project: Hardware 24h (Industry: ICT, Duration: 7 months)
Digitizing & optimizing product and campaign launch processes
Reducing time-to-market by up to 90%
Documenting current processes & designing target processes
Managing five IT projects for process optimization (Scrum Master, multi-project management)

Project Manager, Scrum Master

Chris Willmanns Consulting

Project: Legal Tech Customer Service (Industry: legal tech, Duration: 2.5 months)
Building/optimizing the call center department, including processes, IT & staffing
The client (legal services provider) needed to scale services & solutions by digitizing & professionalizing customer service
Designing all customer service processes (lead flow, handling) & organization (team setup, escalation management, etc.)
Adapting existing CRM and call management software to new requirements; setting up & optimizing project management method using Scrum

Project Manager, Scrum Master

Chris Willmanns Consulting

Project: JIRA Implementation (Industry: ICT, Duration: 4 months)
Introducing a project management tool
Solution: JIRA, chosen because it was already partially used in some departments of the client
Analyzing and gathering requirements; aligning business needs and implementing for project management
Stakeholder management with other company divisions and designing a cross-departmental implementation of project management and reporting requirements
Setting up & conducting staff training

Project Manager, Scrum Master

Chris Willmanns Consulting

Project: Special Forces Implementation (Industry: ICT, Duration: 5 months)
The client faced a higher volume of projects requiring multi-project management
Leading 7-8 parallel projects (each with €50k–150k budget)
RTI (Project Lead): feasibility check for an automation software for sales (including vendor selection, business case & use-case definition)
Digital Care/eCare: improving/expanding eCare offerings for customers including opt-in management (Scrum Master)
Speech analysis (Project Manager): implementing a speech analysis tool from testing to live operation (Scrum Master)

Rollout Manager / Project Manager

Chris Willmanns Consulting

Project: HoReCa International Rollout (Industry: e-commerce/restaurant, Duration: 5 months)
Rolling out the group's first digital products (focus: restaurants/hotels) to country subsidiaries (go-to-market strategy)
Designing & owning the rollout plan, onboarding countries, planning and implementing sales channels, and managing operational support for country subsidiaries
Steering product development for sales and CRM software (Salesforce-based) as product owner
Optimizing customer service processes (B2B)

Support & Sparring Partner for Executive Management

Chris Willmanns Consulting

Project: NEXT (Industry: ICT, Duration: 7 months)
Founding and shaping a subsidiary for IoT and big data analytics business models
Proposition development
Defining finance, HR, operations, IT and guiding principles

Subproject Lead

Chris Willmanns Consulting

Project: Digital Care (Industry: ICT, Duration: 2 months)
The client wanted to expand their self-service strategy, leading to the Digital Care project focused on digitizing self-service and knowledge management
Leading the “Quick Wins” stream
Conceptualizing and prioritizing topics within the stream (digital invoice, new phone setup, network issues, third-party blocking)
Setting up & conducting training