Recommended expert

Markus Müller

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

Markus Müller
Homburg, Germany

Experience

Aug 2025 - Present
7 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

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 Telecommunication (17 years), Professional Services (4.5 years), Information Technology (4.5 years), Banking and Finance (1.5 years), and Retail (1 year).

Telecommunication
Professional Services
Information Technology
Banking and Finance
Retail

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 (14 years), Operations (7 years), Strategy (4.5 years), Quality Assurance (4.5 years), Human Resources (4 years), and Project Management (3 years).

Customer Service
Operations
Strategy
Quality Assurance
Human Resources
Project Management

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

First State Exam, Labor Law · Law

Oct 1989 - Jun 1992

Intermediate Diploma, Technical Mechanics · Mechanical Engineering

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

Profile

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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 Homburg, Germany and can operate in on-site, hybrid, and remote work models.

What languages does Markus speak?

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

How many years of experience does Markus have?

Markus has at least 25 years of experience. During this time, Markus has worked in at least 9 different roles and for 6 different companies. The average length of individual experience is 3 years and 9 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: Independent Consultant, Interim Manager & Coach, Global Head of Customer Service & Operational Excellence / Acting SVP, Principal & Senior Management Consultant, Member of Executive Board.

What is Markus's latest experience?

Markus's most recent position is Independent Consultant, Interim Manager & Coach at MMC | CX Advisory.

What companies has Markus worked for in recent years?

In recent years, Markus has worked for MMC | CX Advisory, Dosenbach-Ochsner AG, Junokai GmbH, and Nets Group.

Which industries is Markus most experienced in?

Markus is most experienced in industries like Telecommunication, Professional Services, and Information Technology (IT). Markus also has some experience in Banking and Finance and Retail.

Which business areas is Markus most experienced in?

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

Which industries has Markus worked in recently?

Markus has recently worked in industries like Professional Services, Banking and Finance, and Retail.

Which business areas has Markus worked in recently?

Markus has recently worked in business areas like Strategy and Planning, Project Management, and Operations.

What is Markus's education?

Markus attended education in Law.

Does Markus have any certificates?

Markus has 4 certificates. Among them, these include: Business Sustainability Management, Data Protection & Ethical Guidelines for AI Use, and EU AI Regulation: Legal Framework & Compliance.

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.

How to hire Markus?

To hire Markus, click the Meet button on the profile to request a meeting and discuss your project needs.

Average rates for similar positions

Rates are based on recent contracts and do not include FRATCH margin.

1000
750
500
250
Market avg: 710-870 €
The rates shown represent the typical market range for freelancers in this position based on recent contracts on our platform.
Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.