Eva Langner
Consulting, Training & Coaching
Experience
Jan 2020 - Present
5 years 7 months Oberursel, Germany
Consulting, Training & Coaching
Self-employed
- Industries: lifestyle and services, energy sector, solopreneurs/start-ups
- Strategic consulting on the introduction and further development of the Customer Experience Management program
- Interim project management, e.g. strategic customer journey management, operational implementation of journey workshops, deriving concrete measures for process optimization and tracking them in sprints (energy provider, 8 months)
- Designing and conducting one-on-one coaching for CXM leaders and/or Customer Experience managers as well as specific team training and workshops
- Developing and visualizing personas and customer sketches
- Mostly virtual due to COVID, partly as in-person events
Jul 2019 - Jan 2020
7 months Stuttgart, Germany
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Transfer organization, Dekra Personnel Services
- Start-up coaching and creating business plans
Oct 2015 - Jun 2019
3 years 9 months Oberursel, Germany
Head of Customer Experience Continental Europe
Thomas Cook Group
- Built and led the Customer Experience area in Continental Europe
- Managed end-to-end customer experience activities in Continental Europe, integrating them with the on- and offline customer journey and the company culture
- Direct line management of five CX managers at different locations
- Led international, cross-functional projects, including planning and conducting customer advisory boards, customer journey mapping workshops and pain-point analyses to improve customer experiences
- Defined and improved standard Customer Experience standards and KPIs, implemented and continuously increased the Net Promoter Score by 4-5 points per year
Jul 2014 - Sep 2015
1 year 3 months Oberursel, Germany
Senior Quality Manager
Thomas Cook Group
- Strategically developed and managed the group's quality management activities, especially integrating with the UK source market
- Led international, cross-functional projects, e.g. quality task forces
- Improved customer satisfaction scores and reduced compensation payments
- Negotiated service level agreements with external partners
- Developed and delivered a training and consulting concept for hoteliers
Apr 2010 - Jun 2014
4 years 3 months Oberursel, Germany
Product Manager
Thomas Cook Group
- Acted as subject-matter supervisor for up to 10 junior product managers, led cross-functional projects such as IT implementation and switching the calculation system on the department side
- Planned and coordinated the entire catalog production for all responsible products/destinations online and offline and ensured system availability for booking
- Planned revenue and guest numbers and implemented measures to achieve targets
Jun 2004 - Mar 2010
5 years 10 months Oberursel, Germany
Junior Product Manager Italy
Thomas Cook Group
Aug 2001 - May 2004
2 years 10 months Oberursel, Germany
Assistant Product Manager Italy
Thomas Cook Group
May 2001 - Jul 2001
3 months Oberursel, Germany
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Thomas Cook Group
Aug 2000 - Apr 2001
9 months Geldern, Germany
Executive Assistant
Best of South Pacific
Summary
A passionate Customer Experience expert and empathetic team and people manager with a results focus, independent, structured working style, strong analytical skills and a continuous improvement mindset.
Languages
German
Native
English
Advanced
French
Advanced
Italian
Advanced
Spanish
Advanced
Education
Sep 1997 - Jun 2000
University of Wales, Cardiff
Bachelor European Business Management · European Business Management · Cardiff, United Kingdom · BA Hons, Second Class Honours, Division 1
Sep 1988 - Sep 1997
Albertus-Magnus-Gymnasium
General university entrance qualification · Ettlingen, Germany · 1.7
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