Pia Wenkel - Process and Requirements Manager

Bonn, Germany

Experience

Jan 2025 - Mar 2025

3 months

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Stadtwerke Unna

Process analysis and documentation of the current state (Level 1–2)
Identifying optimization needs and proposing implementation solutions
Developing training materials for core customer care processes
Project planning and reporting as well as decision templates for department heads and management

Jan 2022 - Nov 2024

2 years 11 months

Process and Requirements Manager

Telefonica Deutschland

Identifying, documenting and prioritizing relevant customer service processes as Product Owner B2C
Supporting implementation and setting up a testing team for front- and backend functionalities
Developing incident management and temporary workaround solutions
Managing interfaces with IT, tribes and business units
Reporting and creating committee and decision templates up to director level

Jun 2020 - Jun 2021

1 year 1 month

Senior MarTech Manager (interim management)

REWE GmbH – REWE Digital

Designing and launching a web platform for sweepstakes/gamification, including managing external vendors, CI-compliant web design and budget controlling
Implementing digital sweepstakes like the digital REWE Christmas calendar
Introducing a push notification service for the REWE app, including requirements gathering, vendor tendering and selection

Oct 2019 - Mar 2020

6 months

Interim Manager Customer Support Immotech

Simplifa (today ElevonIQ)

Operational management of the onboarding and customer support teams (15 employees)
Building, optimizing and documenting department processes
Developing work instructions, role and job descriptions as well as training
Defining requirements for the implementation of the Sales Service Cloud
Stakeholder management and preparation of decision templates for management and investors

Mar 2019 - Mar 2020

1 year 1 month

Product and Project Manager

T-Systems

Developing go-to-market initiatives for the "Automotive Cyber Defense" product bundle
Designing omnichannel launch campaigns
Project management for implementing all marketing activities with a focus on organizing the "Cyber Security Tech Summit" conference
Stakeholder management and preparation of decision templates for management and board

Feb 2018 - Jun 2018

5 months

Consultant / Service Subproject Lead

Deutsche Post DHL

Developed a customer call center concept (1st to 3rd level)
Evaluated cloud-based IT tools
Defined processes and content for self-service and call agents
Defined requirements for tool integration and APIs
Developed a user guide during the testing phase
Project reporting and decision templates

Oct 2017 - Jan 2018

4 months

Project Manager Customer Service Setup

enfore AG

Planned the setup of the customer service department (resources, structures, tasks)
Led vendor pitches and evaluated open-source customer service platforms
Developed and introduced operational processes in customer care and its interfaces
Implemented content in Zendesk
Developed training and training materials

Jan 2017 - Jul 2017

7 months

Project Manager GIGABUILD

Unitymedia (now Vodafone)

Developed localized customer approach strategies (pricing, actions, communication)
Defined target customers for automated CRM campaigns (email, outbound calls)
Executed tests, response analyses, and adjustments
Developed a marketing toolbox (billboards, radio, events, POS)
Integrated into sales channels and managed channel control including incentive program
Project planning, reporting, and controlling

May 2016 - Dec 2016

8 months

Consultant / Service Subproject Lead

Union Tank AG

Analyzed and optimized processes with a focus on customer centricity
Managed go-to-market for new service channels (call and online self-service)
Centralized the call center, recruited and trained call agents
Established standardized training programs
Expanded call- and mail-based service processes as well as self-service content
Handled requirements management for IT extensions and interfaces
Prepared management and decision proposals and project reporting

Nov 2015 - Mar 2016

5 months

Project Manager Campaign Management Optimization

versatel GmbH

Conducted a gap analysis of company and customer processes
Developed process optimizations for campaign automation in CRM with interfaces
Conducted workshops to gather requirements for involved IT systems

Jul 2015 - Present

10 years 7 months

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Freelance Consultant

Consulting on process analysis and end-to-end customer process optimization
Designing and setting up innovative service and support structures for customer service, marketing, and sales
Defining, prioritizing, and managing technical requirements
Managing complex projects in agile and traditional setups, including budget and stakeholder management
Analytical, structured, action-oriented, and communicative

Jan 2012 - Jun 2015

3 years 6 months

Commercial Manager

Telekom Deutschland GmbH

Developing and implementing marketing strategies for business customer products
Integrating products into internal processes and systems landscapes, such as sales and CRM systems

Mar 2011 - Dec 2011

10 months

Senior Expert, Marketing & Product Management

Deutsche Post DHL

Developing and implementing the marketing strategy for the “E-Postbrief”
Building a customer portal

Jul 2007 - Feb 2011

3 years 8 months

Senior Consultant CRM

Siegfried Vögele Institut

Advising DHL customers on CRM optimizations
Developing the “Allesnebenan.de” platform

Jun 2003 - Jun 2007

4 years 1 month

Team Lead, Campaigns and Sales Promotions

Customer Advantage Program GmbH

Planning and executing campaigns
Responsible for budget
Process development

Aug 2002 - Jun 2003

11 months

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Freelance Consultant

Development and implementation of CRM initiatives for Liberty Media and the AOK Federal Association

Jan 2001 - Jun 2002

1 year 6 months

Channel Marketing Manager

ish GmbH & Co KG

Marketing and budget planning
Project management of implementation
Development of CRM initiatives

Jul 2000 - Dec 2000

6 months

Head of Market Communications Team

TRAIAN Internet Products

Creation and implementation of market communication
Process development
Budget responsibility

Aug 1997 - Jun 2000

2 years 11 months

Marketing Manager

DeTeSat Deutsche Telekom Gesellschaft für Satellitenkommunikation mbH

Marketing communications and event management
Expansion of the workflow management system

Skills

Process Analysis & Optimization – In-depth Experience Analyzing, Documenting And Optimizing End-to-end Customer Processes
Customer Experience & Service Design – Designing And Building Innovative Service And Support Structures For Customer Service, Marketing And Sales
Requirements Management – Defining, Prioritizing And Managing Technical Requirements
Project & Program Management – Managing Complex Projects In Agile & Traditional Setups, Including Budget & Stakeholder Management
Analytical, Structured, Action-oriented, Communicative

Languages

German

Native

English

Advanced

Education

Oct 1994 - Aug 1997

European Management Academy

Diploma in Business Administration (ema) · Dakar, Senegal

Certifications & licenses

AI transformation in data-driven companies

Certified Scrum Master & Product Owner

Marketing Controlling Expert

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Stadtwerke Unna

Process and Requirements Manager

Telefonica Deutschland

Senior MarTech Manager (interim management)

REWE GmbH – REWE Digital

Interim Manager Customer Support Immotech

Simplifa (today ElevonIQ)

Product and Project Manager

T-Systems

Consultant / Service Subproject Lead

Deutsche Post DHL

Project Manager Customer Service Setup

enfore AG

Project Manager GIGABUILD

Unitymedia (now Vodafone)

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Union Tank AG

Project Manager Campaign Management Optimization

versatel GmbH

Freelance Consultant

Commercial Manager

Telekom Deutschland GmbH

Senior Expert, Marketing & Product Management

Deutsche Post DHL

Senior Consultant CRM

Siegfried Vögele Institut

Team Lead, Campaigns and Sales Promotions

Customer Advantage Program GmbH

Freelance Consultant

Channel Marketing Manager

ish GmbH & Co KG

Head of Market Communications Team

TRAIAN Internet Products

Marketing Manager

DeTeSat Deutsche Telekom Gesellschaft für Satellitenkommunikation mbH

Skills

Languages

Education

European Management Academy

Diploma in Business Administration (ema) · Dakar, Senegal

Certifications & licenses

AI transformation in data-driven companies

Certified Scrum Master & Product Owner

Marketing Controlling Expert

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Process, Project and Requirements Manager, Client Project @ RUBINLAKE