Markus Mertl
Director Customer Service / Interim Manager Customer Service
Experience
May 2022 - Sep 2024
2 years 5 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 Mio. € 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 2021 - Apr 2022
4 monthsManagement Consultant (Freelancer)
Consultancy and interim management for Customer Service and Sales
Jul 2019 - Dec 2021
2 years 6 months Bensheim, Germany
VP Customer 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 move of Customer Service organisation into remote working and keeping emergency staff at the location Bensheim – no service interruption while improving performance level
- Develop and implement a new Customer Service vision and strategy to improve performance, costs and utilise automation and technology to achieve outstanding customer experience
- 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
- Establish and lead the newly created Customer Service organisation of EMEA for managing +1 Billion € revenue and evolve the organisation into a full-range Customer Service center
- Management of 8 managers and 120 staff at different locations in 20 countries
- Develop and implement a vision and strategy for driving a high-performance work culture that will leverage industry best practices and technology to transform into a top industry performer with respect to service metrics
- Managing 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 focussing on key and value-added tasks
- Leading Global Contact Center Strategy & Roadmap project with focus for new tools, automation and digitalisation
- Developed and implemented Global Customer Service KPI dashboard
Apr 2015 - Aug 2015
5 months Montabaur, Germany
Interim Customer Service Manager EMEA
Kloeckner Pentaplast
- Management of the Customer Service EMEA organisation
- Development of EMEA CS strategy and organisation
- Definition and implementation of a Balanced Scorecard
Jan 2015 - Mar 2015
3 monthsConsultant
Optimisation Customer Service, Telecommunication
- Development of service strategy to increase customer satisfaction
- Strengths and weaknesses analysis
- Definition of implementation design including business case
Jan 2013 - Aug 2015
2 years 8 monthsManagement Consultant (Freelancer)
Consultancy and interim management for Customer Service and Sales
Jan 2013 - Oct 2014
1 year 10 months Zürich, Switzerland
Managing Director (interim)
Tempobrain Ltd.
- Formation of the company and ownership of the strategic and operational setup of the company
- Acquisition of new Customers and operational setup of the customer projects
- Development and execution of the organisation
- Planning and execution of the expansion in Germany
- Successfully recruited 30 employees and managers
Sep 2011 - Dec 2013
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
- Development of a new service strategy in line with the company strategy for all Thomas Cook service units while reducing costs of 2,5–3,5 Mio. €
- Actual costs reduced by 15% compared to the annual budget (> 20 Mio. €)
- Implementation of quick wins to improve overall performance and establishing a new IT-based reporting tool for all relevant KPIs
May 2008 - Jun 2011
3 years 2 months Eschborn, Germany
Vice President Customer Service (Member of the Board)
Deutsche Telekom Kundenservice GmbH (DTKS)
- Strategic and operational management of two Customer Service center 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
- Change management project to concentrate 1500 staff countrywide into a new service division and negotiation with relevant social partners concluded
Mar 2007 - Apr 2008
1 year 2 months Eschborn, Germany
Vice President Customer Service and Sales (Member of the Board)
Deutsche Telekom Kundenservice GmbH (DTKS)
- Responsible for Customer consultancy for all business and private Customers for the central region (Hessen and Rhineland-Palatinate)
- Management of 8 direct managers and 1700 staff at seven different locations
- Profit and loss responsibility of total budget exceeding 100 million €
- Management of several projects for the start of the unified Customer Service organisation DTKS
- Significant improvement of all relevant key performance indicators (sales, service level, cost and Customer experience) at benchmark level of all regions
Aug 2005 - Feb 2007
1 year 7 months Cork, Ireland
European Contact Center Manager
Amazon.com
- Overall management of the project for research/ selection/ setup and of the new contact center location
- Punctual, successful start of new European contact center within cost budget of several million USD
- Recruitment of approximately 20 European managers and 250 Customer Service representatives for UK and France
- Relevant KPIs were achieved in the first year
Apr 2004 - Jul 2004
4 months United States
Temporary management of the Contact Center
Amazon.com
250 staff at Grand Forks
Nov 2001 - Jul 2005
3 years 9 months Regensburg, Germany
General Manager Customer Service Germany
Amazon.com
- Management of the German Customer Service with 11 managers and up to 350 staff
- Turnaround of the German Customer Service organisation to become the best internal Customer Service organisation at Amazon
- Reduction of operating costs by 40% through productivity increase and integration of two service providers while keeping the same top quality level (budget of several million USD)
- Implementation of a performance culture to achieve top performance results
- Development of the 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
for 2 contact center and 550 staff in Saarbrucken
Feb 1996 - Jan 2000
4 years Germany
Various Customer Service Manager roles
TNT Express Worldwide
Jul 1993 - Jan 1996
2 years 7 months Cochem, Germany
District manager
Norma GmbH
for 10 branches with personnel, revenue and cost responsibility
Jun 1986 - Aug 1988
2 years 3 months Wittlich-Land, Germany
Deputy store manager
Aldi GmbH
at the Wittlich branch
Summary
- Successful Customer Service and Sales leader with international experience in various industries e.g. e-commerce, retail, healthcare/ medical device, telecommunication, logistics and travel
- 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 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 and refocusing of Customer Service organisation
Languages
German
Native
English
Advanced
Education
Oct 1989 - Jun 1993
Fachhochschule Trier
Diplom-Betriebswirt (FH) · Business Studies with majors in corporate management, controlling and data processing · Germany
Certifications & licenses
Voice of Customer Facilitator
Organizational Dynamics, Inc.
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