Pascal Geier
Experienced executive & consultant (PMP) with international track record (Europe, UAE)
Experience
Jan 2009 - Dec 2014
4 years Bonn, Germany
Vice President Channel Development Customer Service
Deutsche Telekom Kundenservice GmbH
Business unit Operation Support Center
- Responsible for overall customer service strategy and all strategic initiatives to improve performance in Germany (contact center operations for consumer & business customers)
- Successfully managed large project (leadership + PMO) to identify short-term cost reduction potentials, generating EUR 25+ million cost savings effect p.a.
Jan 2007 - Dec 2010
4 years Bonn, Germany
Vice President Sales & Service Channel Strategy
Deutsche Telekom AG/ T-Home
Business unit Sales & Services Germany
- Responsible for overall channel strategy and management of sales budget of German consumer fixed-line operations (T-Home)
- Developed multi-channel approach for sales of fixed-line products & services, including setup and management of numerous sales activities across all T-Home sales channels in Germany
- Proven track record of operational sales budget management, with over EUR 50m yoy reduction while attaining market share targets (e.g. in DSL net adds)
- Key contributor in large transformation project integrating fixed-line and mobile sales & services operations, forming future Telekom Germany unit
Jan 2003 - Dec 2008
5 years Bonn, Germany
Vice President Group Strategy
T-Mobile International AG & Co. KG
Business unit Group Strategy, reporting to CEO
- Head of department Market & Competitive Intelligence
- Responsible for development of market models, analysis of competitor strategies and trends (e.g. MVNO) in international mobile industry
- Responsible for T-Mobile Group M&A strategy incl. identification and valuation of possible take-over candidates in Europe, Asia and USA
- Development of strategic options for T-Mobile USA
Jan 1999 - Dec 2004
4 years Bonn, Germany
Senior Manager Corporate Strategy
Deutsche Telekom AG
Business unit Corporate Strategy, reporting to CEO
- Analysis of industry trends and competitors in Europe and USA, development of strategic recommendations
- Evaluation of mobile portfolio development, definition of M&A strategies
Jan 1998 - Dec 2000
2 years Düsseldorf, Germany
Manager / Senior Consultant
Deloitte Consulting GmbH
- Telecommunication: Implementation of Siebel-based CRM solution (sales force information and pricing tool for business customers) at German telecom operator
- Financial industry: optimization of telecommunication costs at international bank (Frankfurt/Main & London)
- Telecommunication: strategic due diligences and preparation of bids from international investors for German cable networks (London & New York)
Jan 1996 - Dec 1998
3 years Wiesbaden, Germany
Consultant / Junior consultant
CSC Ploenzke
Several projects in telecommunication industry
Germany
Project Manager
B2B telecom operator, with 2nd largest fiber network in Germany
Improvement of B2B sales approach for FTTH telecommunication services in business parks throughout Germany (project-based / whitespots approach)
Main deliverables:
- Reengineered related processes
- Reviewed sales approach incl. KPIs and targets
- Setup of new lead generation via telesales
- Enhanced computer-based model for identification of new fiber network expansion areas
- Reviewed project business cases
Germany
Director Sales Development
General Logistics Systems (GLS) Germany
Interim Manager role (12 months)
- Setup of new department "Sales Development", responsible for sales channel management and business development, later also for customer service; reporting to Managing Director
- Developed sales strategy (B2B and B2C) for GLS Germany and implemented measures to optimize structure and processes of German sales organization (200+ people) to improve sales efficiency and achieve expected revenue targets
- Developed customer service strategy (B2B und B2C) for GLS Germany, including validation of contact center near-shoring options in Eastern Europe (Romania, Hungary)
- Responsible for daily management of internal GLS German contact center (80+ agents, based in Schwerin), delivering services to B2B and B2C parcel customers
Germany
Senior Expert Customer Service
Health insurance
Definition of Operating Model for new omni-channel Contact Center
Main deliverables:
- Defined use cases
- Reviewed related processes
- Defined roles and sizing of workforce needed
- Defined operational KPIs and service level targets
Germany
Interim Product Manager / Project Manager
Mobility Service Provider
Implementation of charging infrastructure solution for electric vehicles of fleet customers
Main deliverables:
- Designed overall business model for charging solutions at homes of fleet car drivers (Home Charging), incl. pricing strategy
- Definition of IT requirements as Product Owner
- Coordination of implementation of proposition
- Definition and implementation of sales approach and processes
Germany
Interim Product Manager / Project Manager
Mobility Service Provider (part of a Big Oil group)
Setup of e-mobility service provider operations and implementation of charging infrastructure solutions for electric vehicles of fleet customers in several European countries
Main deliverables:
- Designed overall B2B business model for charging solutions for fleet customers
- Definition of IT requirements as Product Owner
- Coordination of implementation of required propositions
- Definition and implementation of sales approaches and processes, and partner management
Germany
Project Manager
Renewable Energy company / PV solutions
Responsible for delivery of Sales Enablement tools for global market launch of central inverter solution for large scale green energy power plants
Main deliverables:
- Defined overall sales value proposition
- Created Sales presentations, battle cards, customer objections, and competitor overviews in cooperation with Product Management & Sales
Germany
Interim Product Manager / Project Manager
Telecom operator
Several projects:
Project manager for business unit Housing Associations:
- Reengineered B2B sales approach to housing associations / real estate industry managing multi-family houses
- Improved tenants-focused sales approach for broadband products
Interim product manager for business unit "New Build":
- Responsible for strategic product "building connection" (residential product)
- Designed Go-to-Market approach, defined changes in CRM, re-designed all related sales, installation and activation processes to improve customer journey & experience
- Restructured sales approach via Door-to-Door and shop channels
- Improved sales performance of inbound call center for building owners/constructors
- Product owner role in SCRUM/agile project to enable online sales of building connections
Project manager for business unit "Technical Customer Service":
- Improved device swap processes (analytics done with process mining approach) and partner management, with annual cost savings effect of EUR 2+ million
Project and interim product manager for business unit "B2B / Housing Associations":
- Defined processes for roll-out of new B2B IoT / smart home product for housing associations, with focus on installation and customer service processes
Greece
Project Manager
Telecom operator
Restructuring of FTTH sales approach (B2C & B2B) in highly competitive market environment
Main deliverables:
- Designed new Go-To-Market approach (sales channel strategy, propositions and market communications, targeted customer journey)
- Setup of centralized Fiber back-office
- Improved FTTH provisioning & activation processes together with Network department and Technical Support
Dubai, United Arab Emirates
Senior Expert Customer Service
Telecom operator
Review of customer complaint management and renegotiation of contracts with international Contact Center Service Providers
Main deliverables:
- Reviewed existing contracts
- Defined overall negotiation strategy to implement new operational KPIs and more competitive service levels
- Prepared negotiations together with top management in charge of customer service
Germany
Interim Head of Product Management
Telecom operator / Fiber startup
Setup of new product management unit in Fiber startup
Main deliverables:
- Designed overall B2C and B2B FTTH product portfolio, incl. definition of requirements for web-based order process and implementation in CRM and billing system
- Definition of Go-To-Market strategy together with Sales & Marketing team
- Contractual negotiations with suppliers (CPE, IP TV)
Germany
Senior Expert B2B Sales
e-Mobility company (part of a leading OEM group)
Implementation of charging infrastructure solutions for electric vehicles of fleet customers in DACH region (Germany, Switzerland, Austria)
Main deliverables:
- Defined overall B2B customer journey (offer management, installation of infrastructure at customer premises, maintenance of installed infrastructure)
- Developed and supported implementation of required processes & tools
- Worked on request for proposal (RfP) for regional installation partners
Summary
Experienced executive & consultant with international track record (Europe, UAE)
- 25+ years of international professional work experience, with focus on product development / management, business development, enhancing operations and sales management. Highly experienced and certified project & program manager, trained in Agile Portfolio Management
- Proven track record in product management and improving sales operations
- Proven track record in building and enhancing operations
Personal Strengths
- Focused on results / pragmatic approach / "hands-on" mentality / "problem solver" attitude
- Experienced communicator at (international) C-level with entrepreneurial mind-set
Languages
French
Native
German
Native
English
Advanced
Education
Oct 2010 - Jun 2013
University Koblenz, RheinAhrCampus, Remagen
Master of Business Administration · Remagen, Germany
Oct 1990 - Jun 1996