Markus Mertl - Director Global Customer Service

Q: Where is Markus based?

Markus is based in Sankt Wendel, Germany and prefers 100% remote projects.

Q: What languages does Markus speak?

Markus speaks the following languages: German (Native), English (Advanced) .

Q: How many years of experience does Markus have?

Markus has at least 33 years of experience. During this time, Markus has worked in at least 17 different roles and for 15 different companies . The average length of individual experience is 2 years and 11 months . Note that Markus may not have shared all experience and actually has more experience.

Q: What is Markus's latest experience?

Markus's most recent position is Director Global Customer Service at Kramp.com .

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

In recent years, Markus has worked for Kramp.com , Temedica , and DentsplySirona .

Q: Which industries is Markus most experienced in?

Markus is most experienced in industries like Retail , Healthcare , and Telecommunication . Markus also has some experience in Professional Services , Transportation and Logistics , and Manufacturing .

Q: Which business areas is Markus most experienced in?

Markus is most experienced in business areas like Customer Service , Operations , and Sales . Markus also has some experience in Project Management , Strategy and Planning , and Human Resources (HR) .

Q: Which industries has Markus worked in recently?

Markus has recently worked in industries like Healthcare , Agriculture , and Manufacturing .

Q: Which business areas has Markus worked in recently?

Markus has recently worked in business areas like Customer Service , Strategy and Planning , and Operations .

Recommended expert

Sankt Wendel, Germany

Experience

May 2022 - Nov 2024

2 years 7 months

Netherlands

Director Global Customer Service

Kramp.com

Set the strategy for achieving the Customer Service organisation's mission, vision and goals
Leading the transformation and implementation of the new Customer Service global strategy and established the new global Customer Service team
Implementing the new customer communication platform that fits the needs of the customer while providing the business new efficiencies and savings
Developed a comprehensive policy and process framework for Customer Service which delivers high Service Levels and overseeing its implementation and adherence
Steering the budget of €35 million for the Global Customer Service organisation and taking responsibility for setting and managing regional Customer Service budgets
Achieved cost savings of globally 40 FTE by automation and centralisation
Direct management of 5 central managers and indirect 8 regional Customer Service managers with 400 employees globally
Established a new global Customer Service KPI dashboard with goal setting and driving performance improvements

Jan 2022 - Apr 2022

4 months

Munich, Germany

Interim Head of Customer Service

Temedica

Jul 2019 - Dec 2021

2 years 6 months

Bensheim, Germany

VP Customer Service/Technical Service Global Equipment and Consumables (DACH)

DentsplySirona

Established and lead the Service organisation (Customer and Technical Service)
Merged three single Customer Service organisation and established a new global Customer Service Management team
Direct Management of 6-10 managers and 150 staff at the location Bensheim and indirect 200 Customer Service employees globally
In March 2020 moved the Customer Service organisation into remote working and kept emergency staff at the location Bensheim – no service interruption while improving performance level
Developed and implemented a new Customer Service vision and strategy to improve performance, costs and utilise automation and technology to achieve outstanding customer experience
Implemented new tools and processes to drive efficiencies in the repair, maintenance and supply of spare parts
Established global Customer Service KPI dashboard and regularly exceeded service metrics and budgetary goals
Close collaboration with the global and DACH commercial team to achieve sales (exceeding 1.4 Billion €) and profit targets

Sep 2015 - Jun 2019

3 years 10 months

Brussels, Belgium

Director Customer Service EMEA (Abbott Medical Device division)

Abbott

Established and lead the newly created Customer Service organisation of EMEA for managing +1 Billion € revenue and evolved the organisation into a full-range Customer Service center
Management of 8 managers and 120 staff at different locations in 20 countries
Developed and implemented a vision and strategy for driving a high-performance work culture that leverages industry best practices and technology to transform into a top industry performer with respect to service metrics
Managed all budget, personnel, business processes and overall performance of Customer Service operations, including billing and resource management
Implemented new technologies to drive touchless order automation to free up resources for focusing on key and value-added tasks
Supported the implementation of tools (SAP/CRM) to improve service support of local technicians for repair and maintenance
Led Global Contact Center Strategy & Roadmap project with focus on new tools, automation and digitisation
Developed and implemented Global Customer Service KPI dashboard

Apr 2015 - Aug 2015

5 months

Frankfurt, Germany

Customer Service Manager EMEA (interim)

Kloeckner Pentaplast

Jan 2015 - Mar 2015

3 months

Consultant: Optimisation Customer Service organisation

Telecommunications Company

Jan 2013 - Aug 2015

2 years 8 months

Management Consultant (Freelancer)

Various Clients

Managing various consultancy and interim projects for Customer Service and Sales

Jan 2013 - Oct 2014

1 year 10 months

Zürich, Switzerland

Managing Director (interim)

Tempobrain Ltd.

Sep 2011 - Dec 2012

1 year 4 months

Frankfurt, Germany

Director Service & Quality (Member of the Board)

Thomas Cook AG

Responsible in Central Europe for all B2B and B2C service units of the tour operator Neckermann and Thomas Cook
Management of 7 managers and 350 staff at different locations in 3 countries
Developed a new service strategy in line with the company strategy for all Thomas Cook service units while reducing costs of 2.5–3.5 million €
Reduced actual costs by 15% compared to the annual budget (> 20 million €)
Implemented quick wins to improve overall performance and established a new IT-based reporting tool for all relevant KPIs

Mar 2007 - Jun 2011

4 years 4 months

Eschborn, Germany

Vice President Customer Service and Sales (Member of the Board)

Deutsche Telekom Kundenservice GmbH

Strategic and operational management of two Customer Service centers for the Customer segments “Platinum” and “Starter”
Management of 9 managers and 600 staff
Integration of various functions from fixed line, mobile and online into one integrated Customer Service organisation
Achieved or exceeded all relevant sales, service, cost (budget > 50 million €) and customer experience key performance indicators
Led change management project to concentrate 1500 staff countrywide into a new service division and concluded negotiations with relevant social partners
Responsible for Customer consultancy for all business and private Customers for the central region (Hessen and Rhineland-Palatinate)
Managed 8-10 managers and 1700 staff at seven locations
Held profit and loss responsibility of total budget exceeding 100 million €
Significant improvement of all relevant key performance indicators (sales, service level, cost and customer experience) at benchmark level

Aug 2005 - Feb 2007

1 year 7 months

Cork, Ireland

European Contact Center Manager

Amazon.com

Overall management of the project for research, selection and setup of the new contact center location
Achieved punctual, successful start of new European contact center within cost budget of several million USD
Recruited approximately 20 European managers and 250 Customer Service representatives for UK and France
Achieved relevant KPIs in the first year

Apr 2004 - Jul 2004

4 months

Grand Forks, United States

Temporary Contact Center Manager

Amazon.com

Temporary management of the Contact Center with 250 staff

Nov 2001 - Jul 2005

3 years 9 months

Regensburg, Germany

General Manager Customer Service Germany

Amazon.com

Managed the German Customer Service with 11 managers and up to 350 staff
Turned around the German Customer Service organisation to become the best internal Customer Service organisation at Amazon
Reduced operating costs by 40% through productivity increase and integration of two service providers while maintaining top quality level
Implemented a performance culture to achieve top performance results
Developed management to become an outstanding Customer Service management team

Feb 2000 - Oct 2001

1 year 9 months

Saarbrücken, Germany

Senior Call Center Director

Sykes.com

Managed 2 contact centers and 550 staff

Feb 1996 - Jan 2000

4 years

Various Customer Service Manager roles

TNT Express Worldwide

Held various Customer Service Manager roles in UK, Czech Republic and Germany

Jul 1993 - Jan 1996

2 years 7 months

Cochem, Germany

District Manager

Norma GmbH

Managed 10 branches with personnel, revenue and cost responsibility

Jun 1986 - Aug 1988

2 years 3 months

Wittlich-Land, Germany

Deputy Store Manager

Aldi 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 Retail (10 years), Healthcare (6.5 years), Telecommunication (4.5 years), Professional Services (4.5 years), Transportation (4 years), and Manufacturing (3 years).

Retail

Healthcare

Telecommunication

Professional Services

Transportation

Manufacturing

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 (30.5 years), Operations (18 years), Sales (9 years), Project Management (8 years), Strategy (6.5 years), and Quality Assurance (1.5 years).

Customer Service

Operations

Sales

Project Management

Strategy

Quality Assurance

Skills

Successful Customer Service And Sales Leader With International Experience In Various Industries E.g. Agriculture, Healthcare/ Medical Device, E-commerce, Retail, Telecommunication, Logistics And Travel
B2b And B2c Experience
Sales, Telesales And After Sales Experience Gained In Multiple Industries
28 Years International Management Experience In Five Different Countries (Uk, Ireland, Usa, Czech Rep., Germany) With Different Management Levels For Different Geographies (Global, Emea, Dach)
Experience In Establishing, Transforming Or Expanding Customer Service Organisation
Focus For Achieving Highest Customer Satisfaction Through Operational Excellence And Implementation Of Sustainable Digital Footprint
Strong Stakeholder Management With Commercial, Supply Chain And Operations To Achieve Sales, Profit Margin And Inventory/ Logistic Goals
Successfully Managed A Range Of Top Projects E.g. Implementation Of Customer Communication Platform (Sprinklr) And Transformation Of Global Customer Service Organisation; Implementation Of Automation (Touchless) Of Orders; Digitalisation Of Customer Contacts Channels; Definition And Implementation Of Global Contact Center Strategy Expansion; Turnaround + Refocusing Of Customer Service Organisation
Literate Ms Office

Languages

German

Native

English

Advanced

Education

Oct 1989 - Jun 1993

Fachhochschule Trier

Diploma in Business Administration, corporate management, controlling and data processing · Business Studies · Trier, Germany

Certifications & licenses

Change Management

HHL Leipzig Graduate School of Management

Value Oriented Corporate Management

European School of Management and Technology

Project Management Course

Management Centre Europe

The Voice Of Customer Facilitator Training

Organizational Dynamics, Inc.

Profile

Created

April 2024

Last Update

March 2025

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Frequently asked questions

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

Where is Markus based?

Markus is based in Sankt Wendel, Germany and prefers 100% remote projects.

What languages does Markus speak?

Markus speaks the following languages: German (Native), English (Advanced).

How many years of experience does Markus have?

Markus has at least 33 years of experience. During this time, Markus has worked in at least 17 different roles and for 15 different companies. The average length of individual experience is 2 years and 11 months. Note that Markus may not have shared all experience and actually has more experience.

What roles would Markus be best suited for?

Based on recent experience, Markus would be well-suited for roles such as: Director Global Customer Service, Interim Head of Customer Service, VP Customer Service/Technical Service Global Equipment and Consumables (DACH).

What is Markus's latest experience?

Markus's most recent position is Director Global Customer Service at Kramp.com.

What companies has Markus worked for in recent years?

In recent years, Markus has worked for Kramp.com, Temedica, and DentsplySirona.

Which industries is Markus most experienced in?

Markus is most experienced in industries like Retail, Healthcare, and Telecommunication. Markus also has some experience in Professional Services, Transportation and Logistics, and Manufacturing.

Which business areas is Markus most experienced in?

Markus is most experienced in business areas like Customer Service, Operations, and Sales. Markus also has some experience in Project Management, Strategy and Planning, and Human Resources (HR).

Which industries has Markus worked in recently?

Markus has recently worked in industries like Healthcare, Agriculture, and Manufacturing.

Which business areas has Markus worked in recently?

Markus has recently worked in business areas like Customer Service, Strategy and Planning, and Operations.

What is Markus's education?

Markus holds a Bachelor in Business Studies from Fachhochschule Trier.

Does Markus have any certificates?

Markus has 4 certificates. Among them, these include: Change Management, Value Oriented Corporate Management, and Project Management Course.

What is the availability of Markus?

Markus is immediately available full-time for suitable projects.

What is the rate of Markus?

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