Katja Wagener
Freelancer
Experience
Mar 2019 - Present
6 years 5 monthsFreelancer
- 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.
Languages
German
Native
English
Advanced
Education
Aug 1998 - Present
Christian-Albrechts-Universität Kiel
PhD · Controlling · Kiel, Germany
Aug 1998 - Nov 2005
Comenius University Bratislava
PhD · Management · Bratislava, Slovakia
Oct 1992 - May 1997
Eberhard Karls University Tübingen
Diploma in Business Administration, Industrial Business Administration, Planning and Organization · Business Administration · Tübingen, Germany
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