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 fulfillment during a transformation phase
- Managing the international warehouse move from Switzerland to Germany
- Optimizing processes and reducing manual tasks in daily operations
- Coordinating international stakeholders to deliver strategic projects on time
Freelance Interim Manager, Head of Sales
Contipark Parkgaragengesellschaft mbH
- Redesigning the sales approach
- Implementing new structures for customer outreach in B2B and B2C
- Revising pricing strategies to boost competitiveness
- Developing and executing two key company goals
- 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 customer service (structure, processes, focus)
- Implementing and optimizing Salesforce (CRM) and cloud telephony
- Recruiting and onboarding new staff and leading 25 team members
- Improving communication between internal departments
- Extending customer phone hours 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 restructuring customer service
- Training, leading and developing up to 8 team members
- Improving customer service for B2B retail clients by expanding availability and 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
- Designing strategic service and customer service projects
- Optimizing structure and processes
- Expanding partner management
- Achieving sustainable increases in customer satisfaction and profit
Head of In-Store and Online Service
Media-Saturn Deutschland GmbH
- Leading and developing employees (5 direct reports and up to 1,000 service staff)
- Developing, planning and rolling out the Smartbar service concept for MediaMarkt and Saturn (mid double-digit million revenue)
- Developing, planning and rolling out the service portfolio "MediaMarkt PowerService"
- Advancing and optimizing the MediaMarkt repair service (3 million service cases annually)
- Negotiating and concluding service agreements with suppliers and manufacturers
- Building, rolling out and further developing the extended warranty products "MediaMarkt PlusGarantie/PlusSchutz"
- Setting up and optimizing a nationwide on-site service for TVs and large household appliances
Service Clerk
Media-Saturn Deutschland GmbH
Service Manager
Saturn Electrohandelsges. mbH
Sales Representative
Tele-Service GmbH
Summary
Christian Florschütz is an Interim Manager Customer Service and Interim Manager FMCG with over 20 years of experience in building, transforming, and managing the operations of customer service, after-sales, and service organizations in retail (in-store & e-commerce), the FMCG industry, real estate, and service-oriented structures.
His focus is on transforming customer service from a cost center to a measurable revenue and value driver. He helps companies stabilize, scale, and strategically realign service processes—especially during growth, restructuring, system changes, or staff shortages.
A key area of expertise is the practical use 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-driven workflow automations based on n8n that automate service, back-office, and reporting processes efficiently.
Christian Florschütz combines hands-on operational execution with strategic management: from analyzing existing customer service structures to introducing AI-based phone and chat solutions to the end-to-end optimization of service KPIs like availability, AHT, first contact resolution, and customer satisfaction. He places special emphasis on scalable solutions that relieve employees while improving service quality.
His particular strengths lie in FMCG customer service, after-sales management, service operations, digitalization, and service transformation, taking ESG requirements into account. In doing so, he develops sustainable service and after-sales models that align profitability, customer satisfaction, and regulatory requirements in a meaningful way.
As Interim Manager of the Year, Christian Florschütz stands for clarity in leadership, rapid impact, and measurable results—especially where customer service, AI, process automation, and business performance need to be strategically combined.
Skills
Interim Management
Change Management
Retail
Customer Service
Fmcg
After Sales Service
Esg
Sustainability
Process Optimization
Ai / Digitalization
Edi/edifact/eancom
Crm Systems (Salesforce, Internal)
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 Work
Similar Freelancers
Discover other experts with similar qualifications and experience
Lead Consultant
Senior Director, Global Education Excellence
Chief Transformation Officer – Special Machinery, Systems and Services
Leadership Expert | Business Mentor | Speaker
Executive Consultant, Management Coach
Finance Transformation Director
MSFT Copilot Champion (AI) - DACH
Selfemployed - Interims Management in M&A Environments
AI Product Manager and Engineer
Digital Transformation / Due Diligence / AI Orchestration
External Consultant to Program Management / SCRUM Master
CEO
Senior Manager
Architecture Consultant (Freelance)
CFO & Managing Director
Founder & Independent Consultant
Interim Managing Director
E-Commerce Transformation Project Lead
Management Consultant
Scrum Master for Agile Transformation and Team Development - DevOps & Cloud Adoption
Independent Consultant
Global Director B2B SaaS and Digital Growth
Founder & Management Consultant
CEO
Change Management and Organizational Effectiveness Lead
Consultant, Interim Manager & Board Advisor
Board Member
Lecturer for Generative AI, Freelance Part-Time Associate
Management Consultant & Interim Manager
