Freelance Interim Manager | Head of Sales

• Responsible for redesigning the sales concept
• Implemented new structures for B2B and B2C customer engagement
• Revised pricing strategies to improve competitiveness
• Led the development and execution of two key corporate goals
• Optimized sales processes
• Managed and developed up to 6 sales team members
• Introduced and optimized Salesforce (CRM) and a cloud telephony system

As Head of Customer Service (DE, AT, Nordics) and project lead for the "Customer Service Redesign" initiative:

• Led and restructured the customer service team
• Onboarded, managed, and developed up to 8 team members
• Improved service for B2B clients in retail: extended service hours and ensured faster, on-time, and error-reduced order processing using EDI solutions
• Strengthened team cohesion in customer service
• Enhanced collaboration with other departments
• Developed new service offerings for retail partners

• Led and developed team members (five direct reports and up to 1,000 service staff across German stores)
• Developed, planned, and rolled out the Smartbar service concept for MediaMarkt and Saturn, achieving mid-double-digit million annual revenue
• Developed, planned, and launched the new "MediaMarkt PowerService" portfolio
• Advanced and optimized MediaMarkt Repair Service with 3 million service cases annually
• Negotiated and finalized service agreements with suppliers and manufacturers for MediaMarkt and Saturn
• Built, rolled out, and improved the "MediaMarkt PlusGarantie/PlusSchutz" extended warranty products
• Established and optimized nationwide on-site service for TV and major appliances

Achievements:

• Met Ceconomy AG’s Service & Solution strategy goal "Smartbar"
• Cut repair times by eight days/50%, significantly boosting customer satisfaction

As project lead for various initiatives:

Initiative: B2C Service Concepts:

• Developed and implemented B2C service concepts nationwide
• Managed the service portfolio as product manager
• Built and managed nationwide external partner networks
• Developed and executed e-commerce marketing for services
• Handled marketing, budget, and revenue planning for B2C services

Project Examples:

• Created a subscription model for software sales (online and in-store), increasing customer loyalty
• Launched the "Smartbar" handset repair and service counter in 400 electronics stores with 800 technicians, a key element in MediaMarkt and Saturn’s repositioning; achieved Ceconomy AG’s strategic goal
• Developed a nationwide B2C air conditioning installation service, including a technician network, in four months despite skill shortages

Initiative: Extended Warranty and Device Insurance:

• Developed extended warranty and B2C insurance products for electronics retail ("PlusGarantie" and "PlusSchutz"), now a major revenue stream for Ceconomy AG
• Optimized and updated the product portfolio
• Selected and partnered with insurers (e.g., Allianz, Zurich)
• Managed and optimized claims processes
• Defined processes in cooperation with insurers
• Trained sales teams

Initiative: Nationwide Repair Service (After Sales Service):

• Enhanced and optimized repair service handling 3 million cases annually
• Negotiated and finalized service agreements with suppliers and global manufacturers in IT, mobile, and electronics

Project Example:

• Designed and optimized a 24h rapid smartphone repair service in German cities with a South Korean mobile provider
• Created a new repair solution when local workshops were fully booked
• Leveraged decentralized city repair capacity
• Achieved very high customer satisfaction (NPS survey)

Initiative: Technical Call Center:

• Created a contact center with 60 agents to accept and manage field repair orders and integrate 100 external providers; provided customer advice to prevent errors
• Established a contact center organization of up to 1,000 staff for various functions (resulting from successful project delivery)

Area: Service Provider and Partner Management:

• Built and optimized a nationwide on-site technical service for TV and appliances (B2C) with ~100 external providers
• Managed and supported 150 external repair workshops nationwide
• Sourced and established a nationwide air conditioning installation service within four months
• Developed cooperation with Deutsche Telekom AG for B2C technical services

Area: Procurement of Services, Non-trade Goods, and Spare Parts:

• Planned requirements
• Sourced nationwide service providers or distributors
• Negotiated framework agreements with providers and suppliers
• Monitored and supported execution

Project Example:

• Took over an interim project with €500K purchasing volume and eight-week implementation: procured IT hardware for 430 electronics stores