Katja W. - Freelancer

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Osnabrück, Germany

Experience

Mar 2019 - Present

6 years 10 months

Freelancer

Subproject manager: Gathering requirements from various business units for a new IT strategy and compiling them into concepts
Interim manager: Head of Customer Relationship Management at a B2B eCommerce company
Customer service flexibility: Supported the implementation of an international outsourcing strategy (from creating an RFP to choosing an international partner, running a pilot, and rolling out company-wide in DACH and Nordics)
Customer feedback program: Designed a customer feedback program
Contact center performance: Analyzed call center performance and derived optimization measures
Direct marketing: Designed and executed direct marketing concepts

Jul 2016 - Feb 2019

2 years 8 months

Hamburg, Germany

Senior Consultant

DMC Direct-Marketing-Consulting GmbH

Designed and supported implementation of “customer-oriented data management (Big Data)”
Supported further development of direct marketing

Apr 2011 - Jun 2016

5 years 3 months

Oldenburg, Germany

Head of Existing Customer Management, 10 staff

EWE TEL GmbH

Managed existing customer base, online sales and telesales
Analyzed, designed, implemented, and monitored all measures for customer development and retention in the customer base (up-/cross-sell, churn prevention, win-back)
Responsible for developing and introducing a customer value model and churn scores
Advanced customer insight management
Supported the introduction of an in-house dialer for outbound campaigns and developed reporting for campaign monitoring
Designed and implemented measures to acquire new customers via telesales and online channels

Jun 2010 - Mar 2011

10 months

Germany

Head of Churn Management, 2 staff

HanseNet Telekommunikation GmbH

Churn prevention and win-back efforts

Oct 2008 - May 2010

1 year 8 months

Germany

Head of Alice Customer Base Coordination, 2 staff

HanseNet Telekommunikation GmbH

Churn prevention and win-back
Analyzed, derived, implemented, monitored, and adjusted measures for churn prevention and win-back, considering cost efficiency and defined retention targets
Built, managed, and continuously improved cancellation and retention processes
Designed and implemented strategies to increase customer value
Managed interfaces, especially optimizing call center performance

Mar 2007 - Sep 2008

1 year 7 months

Germany

Head of Alice Customer Base, 5 staff

HanseNet Telekommunikation GmbH

Managed existing customer development and marketing for Alice IP TV
Designed and executed a retention strategy, including coordinating all communications for Alice existing customers
Enhanced the online customer portal
Responsible for developing and implementing a marketing strategy for the IP TV product Alice home TV

Apr 2003 - Feb 2007

3 years 11 months

Germany

Business Analyst

HanseNet Telekommunikation GmbH

Prepared business plans, budgets, and profitability analyses
Created business plans and budgets for customer and revenue or contribution margin targets
Conducted mid-year budget forecasts
Produced profitability analyses and sales forecasts for new and existing products
Developed and implemented various reports and statistics

Mar 2002 - Mar 2003

1 year 1 month

Germany

Consultant

KPMG AG

Corporate restructuring
Validated business concepts and plans
Created and assessed restructuring and turnaround concepts
Conducted market and industry analyses

Apr 2001 - Oct 2001

7 months

Germany

Strategy Consultant

Accenture GmbH

Location strategies in the automotive industry
Analyses and scenario planning in the automotive sector and designed a model for location optimization
Prepared, designed, conducted, analyzed, and documented (client) workshops

Jan 1998 - Jul 1998

7 months

Tübingen, Germany

Research Associate

Eberhard-Karls-Universität Tübingen

Chair of Industrial Business Administration
Supported teaching and research activities
Contributed to writing and revising scientific publications
Supervised student research assistants

Summary

I am highly self-motivated and eager to shape projects, with a strong willingness to learn and take on responsibility. My strengths are a keen analytical ability paired with a solution-oriented implementation approach.