Jens-uwe W. - Interim Manager Customer Success

Cologne, Germany

Experience

Jul 2023 - Nov 2023

5 months

Cologne, Germany

Interim Manager Customer Success

Paymenttools

Responsible for leading the Customer Success department of Paymenttools, including the Teams “Customer Care” and “Rollout Management”.
External face of the company to existing and new customers, building strong relationships, driving customer engagement and promoting long-term loyalty.

May 2022 - Jun 2023

1 year 2 months

Cologne, Germany

Project Delivery Manager

Paymenttools

Enabling and supporting the timely and customer-oriented software development in an international, agile project environment in the area of payment services.

Oct 2019 - Present

6 years 3 months

Cologne, Germany

Managing Partner

juwe121 Consulting

Consulting with a focus on project and delivery management.
Process optimization with a strong view to increase the effectiveness of the organization and customer interaction.
Focus on Project Management, Transformation Management, Shopfloor, and Scrum Master.

Mar 2014 - Sep 2019

5 years 7 months

Frankfurt am Main, Germany

Managing Partner

process&people - Consulting Partner

Responsible for the acquisition and successful execution of projects in a variety of industries (aviation, consumer goods, Service Industry, IT, Production, etc.).
Collaborated with clients to support and optimize their business in the areas of process optimization (with Lean Management methodology), organizational development, strategy and project management.
Acted as the international representative for p&p in Switzerland supporting the international development of the company.

Jan 2012 - Dec 2013

2 years

New York, United States

Chief of Staff to VP Americas / Senior Manager Strategy, Business Processes, & IT

Lufthansa

Multi-Project Monitoring & Reporting, defining & driving strategic initiatives, organizing and conducting international Senior Management Workshops.
Responsible for the business process optimization team in North & Latin America.
Managed the successful execution over 50 different projects with significant KPI improvements.
Trained more than 200 employees with the basics of the Lean Management methodology.
Developed tailor-made IT solutions that provided optimized workflows.

Jul 2009 - Dec 2011

2 years 6 months

Caracas, Venezuela

Director Airport Services Venezuela & Caribean

Lufthansa

Working as the Airport / Station Manager in Caracas, fulfilled a personal dream to work in South America.
Together with a team of over 25 employees, in a highly complicated military controlled environment where the authority’s focus was on finding drugs, managed to optimize all airport processes.
Increased the punctuality of the LH flights from 0% at the beginning to a stable operation with over sustainable >90% on-time departures within a few months.

Jan 2007 - Jun 2009

2 years 6 months

Germany

Head of Ground Operation

Lufthansa

As the Head of the ground operation department of Lufthansa in Stuttgart, was responsible for over 80 daily flights and a team of 35 employees.
Learned to “lead and steer” the team and suppliers.
Gained very important learning experience for future work life, especially how to work successfully & respectfully together with the German workers council and staff associations.

Oct 2002 - Jan 2006

3 years 4 months

Frankfurt am Main, Germany

Manager International IT & Reservation Systems

Lufthansa

Coming from university, sought a job in IT departments to understand the difficulties airlines had (and have) to develop new software.
Within a short time, gained the possibility to learn and understand how Aviation-IT systems work.
Was responsible for the Account Management of the Chinese & Asian Pacific RES systems.
On international projects with other airlines, worked on changing and renewing the airline IT worldwide, an ongoing long journey.

Summary

Highly organized and empathetic manager // Experienced project manager and rollout expert throughout different industries // Process optimization and Customer success specialist // known as a "People & Project Manager".
Strong analytical skills, intercultural Leadership & Data driven decision-making – my basis to develop the best “strategy” for successful execution & implementation of projects
Technology & Digitalization “Evangelist” – usage of many different technologies and software over the last 30 years always “growing with” and “into” new technologies
Open minded & collaboration oriented – this allowed me to successfully work together with people on projects in 10+ countries over the past 20 years
Marathon runner // Team player & Motivator in private and business context