Lorena Kraft - Senior Service Development Manager “Service & Operations”

Q: Where is Lorena based?

Lorena is based in Munich, Germany and can operate in on-site , hybrid , and remote work models.

Q: What languages does Lorena speak?

Lorena speaks the following languages: German (Native), Spanish (Native), English (Advanced), French (Elementary) .

Q: How many years of experience does Lorena have?

Lorena has at least 17 years of experience. During this time, Lorena has worked in at least 10 different roles and for 9 different companies . The average length of individual experience is 2 years and 8 months . Note that Lorena may not have shared all experience and actually has more experience.

Q: What is Lorena's latest experience?

Lorena's most recent position is Senior Service Development Manager “Service & Operations” at Volkswagen Group Charging GmbH .

Q: What companies has Lorena worked for in recent years?

In recent years, Lorena has worked for Volkswagen Group Charging GmbH , AWAKE Mobility GmbH , Adobe Systems GmbH , Telefónica GmbH , and Trafineo GmbH .

Q: Which industries is Lorena most experienced in?

Lorena is most experienced in industries like Information Technology (IT) , Automotive , and Energy . Lorena also has some experience in Telecommunication .

Q: Which business areas is Lorena most experienced in?

Lorena is most experienced in business areas like Customer Service , Product Development , and Project Management . Lorena also has some experience in Operations , Business Intelligence , and Information Technology (IT) .

Q: Which industries has Lorena worked in recently?

Lorena has recently worked in industries like Automotive , Information Technology (IT) , and Telecommunication .

Q: Which business areas has Lorena worked in recently?

Lorena has recently worked in business areas like Customer Service , Operations , and Product Development .

Recommended expert

Munich, Germany

Experience

Mar 2020 - Oct 2021

1 year 8 months

Munich, Germany

Senior Service Development Manager “Service & Operations”

Volkswagen Group Charging GmbH

“Product COO” for Public Charging, leading a team of 3 experts and managing the service portfolio, KPIs, and cross-functional initiatives to boost efficiency and customer satisfaction
Coordinated diverse stakeholders to develop and optimize customer-focused business and service processes across internal and external touchpoints
Defined and implemented KPIs and product requirements for post-sales and service operations, driving Customer Care excellence and business growth

Jul 2019 - Present

6 years 8 months

Director of Customer Success

AWAKE Mobility GmbH

Led a team of 3 experts to expand Customer Success and Support, building and executing a CSM strategy
Optimized post-sales operations by improving hardware setup, onboarding and incident management processes in collaboration with cross-functional teams
Enhanced scalability and customer experience through improved documentation, digital touchpoints and structured prioritization of customer requirements

Jul 2019 - Present

6 years 8 months

Customer Success Manager, Creative & Document Cloud for Enterprise

Adobe Systems GmbH

Built trusted relationships with strategic B2B enterprise customers to enhance satisfaction, adoption and long-term partnership
Drove value realization by analyzing customer usage data, organizing tailored enablement events and showcasing new features and workflows
Orchestrated cross-functional Adobe teams and managed escalation cases to ensure a customer-focused, efficient operational approach

Jul 2019 - Present

6 years 8 months

Customer Success Manager, Creative & Document Cloud for Higher Education

Adobe Systems GmbH

Built trusted relationships with Higher Education customers to enhance satisfaction, adoption and long-term partnership
Drove value realization by analyzing usage data, organizing tailored events and presenting new product features and workflows
Orchestrated cross-functional Adobe teams and managed escalations

Jul 2019 - Present

6 years 8 months

IT Project Manager

Telefónica GmbH

Release Management
PMO for Digital Transformation Project

Jul 2019 - Present

6 years 8 months

Customer Success Manager

Trafineo GmbH

Designed a Customer Success strategy for BP/Aral’s EV Fleet Management payment platform
Acted as Process Owner for customer onboarding, enhancing the experience through process optimization and automation
Defined and prioritized requirements as user stories to continuously improve the onboarding journey and platform usability

Sep 2012 - Aug 2018

6 years

Munich, Germany

Consultant

Pixida GmbH

Project Manager at MAN Truck & Bus AG: Development of “Climate control system”
Team Lead at BMW Group: Leading 10 experts responsible for ConnectedDrive B2B 2nd Level Business Support
Quality Manager: successfully rolled out a QM system acc. to DIN EN ISO 9001:2015 at Pixida GmbH
Project Manager at BMW Group: Product Management for ConnectedDrive Services
Management Assistant: HR management, office management, accounting and implementing MS Dynamics for HR management processes

Jul 2009 - Sep 2012

3 years 3 months

Würzburg, Germany

Key Account Manager B2B

Gildemeister Energy Solutions GmbH

Jun 2008 - Dec 2008

7 months

Buenos Aires, Argentina

HR Analyst

Siemens Enterprise Communication S.A.

Oct 2007 - Apr 2008

7 months

Munich, Germany

Customer Care Assistant

ZMM Zeitmanager München GmbH

Industries Experience

See where this freelancer has spent most of their professional time. Longer bars indicate deeper hands-on experience, while shorter ones reflect targeted or project-based work.

Experienced in Information Technology (13 years), Automotive (12.5 years), Energy (10 years), and Telecommunication (7 years).

Information Technology

Automotive

Energy

Telecommunication

Business Areas Experience

The graph below provides a cumulative view of the freelancer's experience across multiple business areas, calculated from completed and active engagements. It highlights the areas where the freelancer has most frequently contributed to planning, execution, and delivery of business outcomes.

Experienced in Customer Service (13 years), Product Development (12.5 years), Project Management (12.5 years), Operations (6.5 years), Business Intelligence (6.5 years), and Information Technology (6.5 years).

Customer Service

Product Development

Project Management

Operations

Business Intelligence

Information Technology

Summary

Customer Success and Operations Leader with 15+ years of international experience driving scalable growth, operational excellence and exceptional customer experiences in SaaS and digital transformation environments. Proven track record in leading cross-functional teams across global markets, optimizing processes, and implementing governance frameworks that align business strategy with customer success outcomes.

Skills

Microsoft 365, Ms Dynamics, Hubspot, Atlassian Jira & Confluence, Salesforce Crm, Asana, Bmc It Management Suite, Sap, Miro, Notion, Milanote

Languages

German

Native

Spanish

Native

English

Advanced

French

Elementary

Education

Open University in Hagen

Diploma Degree · Business Administration (IWW) · Hagen, Germany

Ludwig-Maximilians-University in Munich

Diploma Degree · Sociology · Munich, Germany

German School Barcelona

High School Graduate · Barcelona, Spain

Certifications & licenses

Certification In Change Management Foundation

APMG international

Certification In Introduction To Digitalization & Communication, Conversation Management And Presentation

Agile Scrum Foundation

EXIN

Certification As Agile Scrum Product Owner And Agile Scrum Master

EXIN

Certification As Quality Officer And Internal Auditor

DGQ e.V.

Profile

Created

January 2024

Last Update

December 2025

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Frequently asked questions

Do you have questions? Here you can find further information.

Where is Lorena based?

Lorena is based in Munich, Germany and can operate in on-site, hybrid, and remote work models.

What languages does Lorena speak?

Lorena speaks the following languages: German (Native), Spanish (Native), English (Advanced), French (Elementary).

How many years of experience does Lorena have?

Lorena has at least 17 years of experience. During this time, Lorena has worked in at least 10 different roles and for 9 different companies. The average length of individual experience is 2 years and 8 months. Note that Lorena may not have shared all experience and actually has more experience.

What roles would Lorena be best suited for?

Based on recent experience, Lorena would be well-suited for roles such as: Senior Service Development Manager “Service & Operations”, Director of Customer Success, Customer Success Manager, Creative & Document Cloud for Enterprise.

What is Lorena's latest experience?

Lorena's most recent position is Senior Service Development Manager “Service & Operations” at Volkswagen Group Charging GmbH.

What companies has Lorena worked for in recent years?

In recent years, Lorena has worked for Volkswagen Group Charging GmbH, AWAKE Mobility GmbH, Adobe Systems GmbH, Telefónica GmbH, and Trafineo GmbH.

Which industries is Lorena most experienced in?

Lorena is most experienced in industries like Information Technology (IT), Automotive, and Energy. Lorena also has some experience in Telecommunication.

Which business areas is Lorena most experienced in?

Lorena is most experienced in business areas like Customer Service, Product Development, and Project Management. Lorena also has some experience in Operations, Business Intelligence, and Information Technology (IT).

Which industries has Lorena worked in recently?

Lorena has recently worked in industries like Automotive, Information Technology (IT), and Telecommunication.

Which business areas has Lorena worked in recently?

Lorena has recently worked in business areas like Customer Service, Operations, and Product Development.

What is Lorena's education?

Lorena attended Open University in Hagen for Business Administration (IWW).

Does Lorena have any certificates?

Lorena has 5 certificates. Among them, these include: Certification In Change Management Foundation, Certification In Introduction To Digitalization & Communication, Conversation Management And Presentation, and Agile Scrum Foundation.

What is the availability of Lorena?

Lorena is immediately available full-time for suitable projects.

What is the rate of Lorena?

Lorena's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.