Markus Müller
Interim COO, SVP Customer Service & Customer Experience, SVP Operational Excellence
Experience
Independent Consultant, Interim Manager & Coach
MMC | CX Advisory
Global Head of Customer Service & Operational Excellence / Acting SVP
Dosenbach-Ochsner AG
Principal & Senior Management Consultant, Member of Executive Board
Junokai GmbH
European Director Operations Development / SVP
Nets Group
Senior Management Consultant
Junokai GmbH
International Head of Operational Excellence / SVP
IONOS
Head of Customer Service (b2b & b2c)
Mobilcom-Debitel/Freenet Group
Head of Training & Knowledge Management
Mobilcom-Debitel/Freenet Group
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).
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).
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
Education
First State Exam, Labor Law · Law
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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