Markus Müller

Interim COO, SVP Customer Service & Customer Experience, SVP Operational Excellence

Markus Müller
Homburg, Germany

Experience

Aug 2025 - Present
6 months

Independent Consultant, Interim Manager & Coach

MMC | CX Advisory

Aug 2024 - Jul 2025
1 year
Zürich, Switzerland

Global Head of Customer Service & Operational Excellence / Acting SVP

Dosenbach-Ochsner AG

Jun 2021 - Jul 2024
3 years 2 months
Berlin, Germany

Principal & Senior Management Consultant, Member of Executive Board

Junokai GmbH

Sep 2019 - May 2021
1 year 9 months
Eschborn, Germany

European Director Operations Development / SVP

Nets Group

Oct 2018 - Aug 2019
11 months
Berlin, Germany

Senior Management Consultant

Junokai GmbH

May 2014 - Sep 2018
4 years 5 months
Karlsruhe, Germany

International Head of Operational Excellence / SVP

IONOS

Sep 2005 - Apr 2018
12 years 8 months
Erfurt, Germany

Head of Customer Service (b2b & b2c)

Mobilcom-Debitel/Freenet Group

Jan 2004 - Aug 2005
1 year 8 months
Stuttgart, Germany

Head of Training & Knowledge Management

Mobilcom-Debitel/Freenet Group

Jul 2001 - Dec 2003
2 years 6 months
Saarbrücken, Germany

Trainer & Coach

Mobilcom-Debitel/Freenet Group

Summary

Senior Executive with strong operational leadership background and proven success in transforming Service and Operation organizations. Combines practical business optimization expertise with innovative sustainable and digital approaches. Experienced in cultural & organisational Change-Management and Mediation for small, mid-sized and larger german and international companies.

Skills

Core Competencies:

  • Customer Experience Management & Customer Service Strategies
  • Operational Excellence & Digital Transformation
  • Process Optimization & Efficiency Management (Cost To Profit)
  • Leadership & Organisational Transformation
  • Coach, Mentor & Sparring Partner For Leaders (Up To C-level)

Transformation Expertise:

  • Operational Excellence: Proven Track Record In Cost Reduction And Efficiency Improvement
  • Sustainable Organizational Development: Building Stable, Scalable Organizational Structures
  • Digital Transformation: Practical Implementation Of Digital Strategies With Clear Business Case
  • Ai-integration: Development Of Practical Ai Application Strategies

Languages

German
Native
English
Advanced
French
Elementary

Education

Oct 1992 - Jun 1999
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First State Exam, Labor Law · Law

Oct 1989 - Jun 1992
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Intermediate Diploma, Technical Mechanics · Mechanical Engineering

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High School Diploma

Certifications & licenses

Business Sustainability Management

Cambridge Institute for Sustainable Leadership

Data Protection & Ethical Guidelines for AI Use

EU AI Regulation: Legal Framework & Compliance

Strategic AI Integration in Business Processes

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