Director Global Customer Service

• 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

• 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

Managing various consultancy and interim projects for Customer Service and Sales

• 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

• 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

• 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

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