Christian Baecker
Interim COO, CTO (Managing Director)
Experience
Interim COO, CTO (Managing Director)
Proven-Impact GmbH
- Designed and led multiple CRM and CX transformation initiatives for global B2B organizations.
- Co-created strategic CXO use cases with ServiceNow and Salesforce.
- Developed the "BackOnTrack" and "Optimizer.Club" frameworks to rescue underperforming programs.
- Delivered an average margin improvement of +15% and saved up to 60 person-days per engagement.
- Built and led agile, cross-functional delivery teams in regulated and asset-heavy industries.
- Supported executive boards with CX maturity models, platform strategies, and KPI-based governance.
SVP Operational Excellence & Designated CTO
DIGITALL Nature Germany GmbH
- Executive lead for portfolio recovery of 40+ transformation programs (total contract value > €250k).
- Implemented OKR-led governance and KPI-based steering models across delivery units.
- Improved gross margin by over 15% year-over-year through platform alignment and operational redesign.
- Advised the CEO and Board on go-to-market alignment after the ec4u + bulpros merger.
- Built a strategic pipeline exceeding €2.5M and improved customer NPS across industries.
Director Professional Services - Head of Operations
ec4u expert consulting AG
- Scaled the delivery unit from 5 to over 230 consultants with €45M P&L responsibility.
- Maintained a gross margin above 55% and achieved year-over-year growth of over 25%.
- Established a data-driven management cockpit with Salesforce & PowerBI (forecast accuracy ↑60%).
- Embedded CX frameworks into all CRM programs across Sales, Service, and Marketing.
- Reduced invoicing cycles by more than 4 weeks and improved resource utilization KPIs.
Summary
Impact-driven executive leader with 20+ years of experience leading complex CRM, CX, and digital transformation programs across global B2B organizations. Proven track record of delivering strategic value through platform-driven business models (Salesforce, ServiceNow, Microsoft, Oracle, SAP) and AI-augmented customer processes. Known for strong leadership in (interim) CTO/COO roles, transformation recovery, and executive enablement. Recognized as a Salesforce pioneer and trusted CXO advisor with 120+ enterprise CRM projects delivered in 86+ countries. Combines technical depth with governance acumen to drive scalable, secure, and future-ready platforms.
Skills
Crm & Cx Transformation: Hands-on Leadership In Global Crm And Customer Experience Programs Across Salesforce, Veeva, Servicenow, Microsoft, And Sap With Measurable Business Outcomes In Sales, Service, And Marketing.
Ai-augmented Customer Workflows: Design And Implementation Of Ai-driven Sales Acceleration, Smart Service Automation, Predictive Marketing, And Data-powered Engagement Models To Boost Productivity And Relevance.
Enterprise Platform Strategy & Architecture: End-to-end Ownership Of Platform Blueprints, Technical Governance, Vendor Orchestration, And Roadmap Execution For Scalable Saas Ecosystems Across Regulated B2b Environments.
Customer Experience & Cx/ux Execution: Development Of Persona-driven Journeys, Experience Kpis, And Enablement Programs That Embed Customer-centric Thinking Into Platforms, Processes, And Delivery Teams.
Interim Leadership & Operating Models: Trusted Interim Cto/coo Delivering Transformation Readiness, Capability Scaling, And Role-based Matrix Organizations Aligned With Business And Technology Priorities.
Kpi & Okr-governed Execution: Implementation Of Results-driven Governance Structures, Combining Okrs, Agile Steering, Eva, And Kpi Dashboards To Ensure Strategic Transparency And Accountability.
Global Delivery & Stakeholder Alignment: Proven Ability To Lead Distributed Delivery Teams, Manage C-level Expectations, And Align Cross-border Stakeholder Interests In Large-scale Transformation Programs.
Agile Enterprise Transformation: Expert In Agile Models (Safe, Scrum, Design Thinking, Cpre, Pmi) To Enable Adaptive Planning, Faster Value Realization, And Cultural Readiness In Complex Organizations.
Ai-augmented Crm & Automation
Governance & Trust Layer Leadership
Cx/ux Design & Journey Mapping
Platform Orchestration & Vendor Management
Customer Experience & Operational Excellence
Healthcare & Life Sciences (Dach + Us)
Pharma & Medtech
Manufacturing & Industrial
Property & Facility Management
Regulated Multi-industry Environments
Languages
Education
Landshut University of Applied Sciences
Diploma in Business Administration (FH) · Business Administration · Landshut, Germany
Certifications & licenses
CPRE
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