Director Global Customer Service

• Set the strategy for achieving the Customer Service organisation's mission, vision, and goals.
• Led the transformation and implementation of the new Customer Service global strategy and established the new global Customer Service team.
• Implemented 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 oversaw its implementation and adherence.
• Managed the budget of 35 Mio. € for the Global Customer Service organisation and took responsibility for setting and managing regional Customer Service budgets.
• Achieved cost savings of globally 40 FTE through automation and centralisation.
• Directly managed 5 central managers and indirectly managed 8 regional Customer Service managers with 400 employees globally.
• Established a new global Customer Service KPI dashboard with goal setting and drove performance improvements.

• Established and led the Service organisation (Customer and Technical Service).
• Merged three single Customer Service organisations and established a new global Customer Service Management team.
• Directly managed 6-10 managers and 150 staff at Bensheim location and indirectly 200 Customer Service employees globally.
• Successfully transitioned the Customer Service organisation into remote working in March 2020 while maintaining no service interruption and improving performance level.
• Developed and implemented a new Customer Service vision and strategy to improve performance, costs, and utilised automation and technology for outstanding customer experience.
• Implemented tools and processes to drive efficiencies in repair, maintenance, and supply of spare parts.
• Established a global Customer Service KPI dashboard and regularly exceeded service metrics and budgetary goals.
• Collaborated closely with the global and DACH commercial team to achieve sales exceeding 1.4 Billion € and profit targets.

• Managed various consultancy and interim projects for Customer Service and Sales.
• Customer Service Manager EMEA (interim), Kloeckner Pentaplast (April 2015 – August 2015).
• Consultancy for optimising Customer Service organisation, Telecommunica (January 2015 – March 2015).
• Managing Director (interim), Tempobrain Ltd., Zurich (January 2013 – October 2014).

• Strategic and operational management of two Customer Service centers for the Customer segments "Platinum" and "Starter".
• Managed 9 managers and 600 staff.
• Integrated 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 a change management project to centralise 1500 staff countrywide into a new service division and negotiated with relevant social partners.
• Additionally, managed consultancy for all business and private customers for the central region (Hessen and Rhineland-Palatinate).
• Handled profit and loss responsibility of total budget exceeding 100 million €.
• Significantly improved all key performance indicators (sales, service level, cost, and Customer experience) to benchmark level.

• 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, maintaining top quality level (budget of several million USD).
• Implemented and cultivated a performance-driven culture to achieve top performance results.
• Developed the management into an outstanding Customer Service management team.
• Additionally, temporarily managed the Contact Center with 250 staff at Grand Forks, North Dakota (USA) from April 2004 to July 2004.

Completed Business Studies with majors in corporate management, controlling, and data processing.

Completed apprenticeship as retailer.