Christian Florschütz
Interim Manager Customer Service, AI, ESG | Expert in Customer Satisfaction, Revenue and Sustainability
Experience
Freelance Interim Manager, Head of Operations & Service
DK Household Brands
- Stabilizing customer service, logistics, and order processing during a transformation phase
- Managing the international warehouse relocation from Switzerland to Germany
- Optimizing processes and reducing manual steps in daily operations
- Coordinating international stakeholders to ensure timely execution of strategic projects
Freelance Interim Manager, Head of Sales
Contipark Parkgaragengesellschaft mbH
- Redesigning the sales organization
- Implementing new structures for customer outreach in B2B and B2C sectors
- Revising pricing strategies to strengthen competitiveness
- Developing and implementing two key corporate objectives
- Optimizing sales processes
- Leading and developing up to 6 sales team members
- Implementing and optimizing Salesforce (CRM) and cloud telephony
Freelance Interim Manager, Head of Customer Service
Contipark Parkgaragengesellschaft mbH
- Reorganizing the customer service department (structure, processes, orientation)
- Implementing and optimizing Salesforce (CRM) and cloud telephony
- Recruiting and onboarding new staff and leading 25 employees
- Improving communication between internal departments
- Expanding telephone contact hours for end customers and reducing wait times to under one minute
- Supporting the replacement of 500,000 customer cards
Freelance Interim Manager, Head of Customer Service (DE, AT, Nordics)
Evergreen Garden Care GmbH
- Leading and reorganizing the customer service department
- Onboarding, leading, and developing up to 8 employees
- Improving customer service for B2B clients in retail by expanding availability and implementing EDI solutions
- Strengthening team cohesion in customer service
- Improving collaboration with other departments
- Developing new service offerings for retail partners
Freelance Interim Manager
Florschütz Consulting
- Developing new business areas and services
- Conceptualizing strategic service and customer service projects
- Optimizing structures and processes
- Expanding partner management
- Achieving sustainable increases in customer satisfaction and profitability
Head of In-Store and Online Service
Media-Saturn Deutschland GmbH
- Leadership and development of employees (5 direct reports and functional leadership of up to 1,000 service employees)
- Development, planning and rollout of the Smartbar service concept for MediaMarkt and Saturn (mid double-digit millions in revenue)
- Development, planning and rollout of the "MediaMarkt PowerService" service portfolio
- Further development and optimization of the MediaMarkt repair service (3 million service cases annually)
- Negotiation and conclusion of service agreements with suppliers and manufacturers
- Establishment, rollout and further development of the "MediaMarkt PlusGarantie/PlusSchutz" extended warranty products
- Establishment and optimization of a nationwide on-site service for TVs and major appliances
Service Specialist
Media-Saturn Deutschland GmbH
Service Manager
Saturn Electrohandelsges. mbH
Sales Associate
Tele-Service GmbH
Industries Experience
See where this freelancer has spent most of their professional time. Longer bars indicate deeper hands-on experience, while shorter ones reflect targeted or project-based work.
Experienced in Retail (16.5 years), Telecommunication (6 years), Professional Services (5 years), Agriculture (1.5 years), Manufacturing (1 year), and Real Estate (1 year).
Business Areas Experience
The graph below provides a cumulative view of the freelancer's experience across multiple business areas, calculated from completed and active engagements. It highlights the areas where the freelancer has most frequently contributed to planning, execution, and delivery of business outcomes.
Experienced in Customer Service (21.5 years), Operations (15 years), Product Development (12.5 years), Sales (7 years), Project Management (5 years), and Strategy (5 years).
Summary
Christian Florschütz is an Interim Manager in Customer Service and FMCG with over 20 years of experience in building, transforming, and operationally managing customer service, after-sales, and service organizations in retail (brick-and-mortar & e-commerce), the FMCG industry, real estate sector, and service-oriented environments.
His focus is on transforming customer service from a cost factor into a measurable revenue and value driver. He helps companies stabilize, scale, and strategically realign service processes—especially during phases of growth, restructuring, system migrations, or staffing shortages.
A central area of expertise is the practical application of artificial intelligence in customer service. This includes AI voice bots and AI chatbots (e.g., assistent24.de, fonio.ai) to ensure 24/7 availability, lead qualification, and appointment scheduling, as well as AI-powered workflow automations based on n8n that efficiently automate service, back-office, and reporting processes.
Christian Florschütz combines hands-on operational implementation with strategic management: from analyzing existing customer service structures, through the introduction of AI-based phone and chat solutions, to end-to-end optimization of service KPIs such as availability, average handling time (AHT), first contact resolution, and customer satisfaction. He places special emphasis on scalable solutions that relieve employees while enhancing service quality.
His particular strength lies in FMCG customer service, after-sales management, service operations, digitalization, and service transformation with regard to ESG requirements. He develops sustainable service and after-sales models that effectively combine profitability, customer satisfaction, and regulatory compliance.
As Interim Manager of the Year, Christian Florschütz stands for clarity in leadership, quick impact, and measurable results—especially where customer service, AI, process automation, and business performance must be strategically aligned.
Skills
Interim Management
Change Management
Retail
Customer Service
Fmcg
After-sales Service
Esg
Sustainability
Process Optimization
Ai / Digitalization
Edi/edifact/eancom
Crm Systems (Salesforce, In-house)
Sap S/4hana
Business Central
N8n
Ai Chat And Voice Bots
Microsoft Office
Languages
Education
Heidenheim University of Cooperative Education
Diploma in Business Administration (BA) · Business Administration · Heidenheim, Germany
Certifications & licenses
Certified Transformation & Turnaround Manager
ESG Implementation Manager
Generative AI in Business
Certified GS1 EDI Manager
Certified AI Leader
Certified ESG Expert
Certified OKR Master (COM) – Objectives and Key Results
Professional Product Owner I
Professional Scrum Master I
Fundamentals of Agile Working
Profile
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