Eva L. - Consulting, Training & Coaching

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Oberursel (Taunus), Germany

Experience

Jan 2020 - Present

6 years

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

Service Center Employee terramar

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.