Sebastian Zwiesler
CRM Manager & Consultant
Experience
Jun 2024 - Dec 2025
7 monthsCRM Manager & Consultant
Adevinta / kleinanzeigen.de
- Defining local CRM direct communication for specific segments, both professional and private customers
- Translating customer research insights and analyses into impactful recommendations and measurable outcomes
- Planning and executing CRM activities, including strategy, conception, design, implementation, and dispatch/automation of CRM campaigns in collaboration with local marketing and global product teams
- Identifying opportunities to improve direct communication through personalization and dynamic content management
- Collaborating with external agencies to develop effective end-to-end creative solutions and continuous optimization based on best practices
- Close collaboration with other marketing teams, internal departments, and external partners
- Knowledge sharing and provision of insights within the corporate group
- Measuring and reporting on the development of communication channels based on relevant KPIs
Nov 2023 - Jun 2024
8 monthsBusiness Consultant & Project Lead
Project focused on identifying and quantifying the ROI of a global loyalty program for a tobacco company. Activities included:
- Strategic consulting and project team leadership to achieve project objectives within defined time, budget, and quality constraints
- Close collaboration with the finance team to ensure a consistent basis and logic for calculations
- Development and implementation of an ROI calculation tool to support strategic decision-making at both global and local levels
- Organization and moderation of workshops with stakeholders from various areas to gather insights and validate assumptions
- Reporting and presenting results and recommendations to top management
Nov 2023 - Feb 2024
4 monthsProject Lead & CX Consultant
AI Strategy Development project for a consumer goods company. Activities included:
- Managing a team of consultants and experts as well as customer stakeholders, with a focus on project management, strategy & innovation
- Developing and implementing a coherent AI strategy aligned with corporate values and culture
- Analyzing current AI trends, risks, and opportunities to derive strategic recommendations
- Creating a phased AI roadmap to gradually increase organizational maturity
- Coordinating and leading workshops and meetings for idea generation and concept development in AI-driven use cases and initiatives
Oct 2023 - Jan 2024
4 monthsProject Lead & CX Consultant
Customer Experience improvement project for tobacco industry. Activities included:
- Ensuring project success regarding time, scope, and budget
- Stakeholder management to guarantee their involvement and satisfaction
- Conducting requirements analyses to identify key needs and objectives
- Analyzing and mapping the customer journey to identify central touchpoints and opportunities
- Developing ideas to optimize customer experience based on identified touchpoints and pain points
- Creating and testing prototypes to improve the customer experience in specific test markets
- Compiling a toolbox of optimized customer experiences and best practices for global application
Jan 2022 - Jun 2024
1 year 6 monthsProject Manager & Business Consultant Experience
comnovo
B2B website relaunch project for intralogistics solutions provider. Activities included:
- Conducting a needs assessment and prioritizing fields of action
- Creating the UX concept (information architecture, wireframes, etc.)
- Managing the HCD process and validating the concept in the customer lab (including prototyping)
- Implementing the validated concept in the UX design of the new website
- Testing (UAT) and release preparation
- Project management and oversight of development, implementation, and optimization of the new website
Jan 2022 - Jun 2023
6 monthsProject Manager & Lead Business Analyst
Global CRM & Loyalty Program Strategy Development project for automotive industry. Activities included:
- Project management to ensure project success (time, scope, budget)
- Stakeholder management to ensure involvement and satisfaction of all relevant parties
- Conducting requirements analyses to identify key needs and goals
- Analyzing and mapping the customer journey to identify central touchpoints and improvement opportunities
- Developing a comprehensive CRM and loyalty strategy to enhance customer experience and retention
- Operationalizing the CRM and loyalty strategy into a detailed business concept
- Creating a value-oriented roadmap to plan and prioritize project steps and goals
Nov 2022 - Mar 2023
5 months Germany
Project Manager & Business Consultant Experience
Deutsche Bahn
B2B website improvement project focusing on user experience. Activities included:
- Analyzing the current situation, including gathering requirements from internal and external stakeholders
- Conducting a UX audit, content analysis, and customer journey mapping
- Planning and moderating a prioritization workshop with various stakeholders
- Identifying suitable behavioral patterns from behavioral sciences to optimize UX
Apr 2022 - Mar 2024
2 years Frankfurt, Germany
Director Consulting & Experience Strategy
Ogilvy Consulting
Jul 2021 - Present
3 years 8 months Frankfurt, Germany
Business Consultant (Customer Experience, Loyalty & CRM)
As an experienced CRM, CX, and UX consultant with expertise in project management, business analysis, CX management, UX research, conception, and design. Working at the interface between business and IT across various industries including banking, consumer goods, transport & mobility, and automotive.
Jan 2020 - Jul 2021
1 year 7 months Germany
Project Manager & Lead Business Analyst
Commerzbank
CRM & marketing automation platform development project. Activities included:
- Strategy and business concept development based on stakeholder requirements
- Documenting requirements as Epics & User Stories
- Identifying channel-specific characteristics and customer needs through a design sprint process
- Developing and introducing an end-to-end process for customer consents management
- Coordinating and adjusting the consent concept with privacy and legal teams
- Stakeholder management, project & milestone planning
Dec 2019 - Jul 2021
1 year 8 months Frankfurt, Germany
Manager Consulting
CINTELLIC Consulting Group
Feb 2019 - Dec 2020
11 months Germany
Business Analyst & Product Owner
Deutsche Bank
Development of digital consulting and sales applications. Activities included:
- Project management including control of the product backlog
- Requirements gathering and alignment with various stakeholders
- User research and translation into UX concepts & design
- Translating business requirements into Epics and User Stories
- Documentation in Jira and Confluence
- Testing (UAT) of the implemented User Stories prior to go-live
Jul 2018 - Jan 2019
7 months Germany
Project Manager / PMO
Deutsche Bank
Website personalization project using Adobe Experience Cloud. Activities included:
- Preparing & moderating steering committee meetings and project workshops
- Stakeholder management, team & budget planning, and project controlling
- Strategic project planning (including business case and budget pitches)
- Establishing the foundation for a personalized customer experience
Jan 2018 - Jun 2018
6 months Germany
Business Analyst & PMO
Deutsche Bank
CRM platform implementation project. Activities included:
- Preparing & moderating steering committee meetings and project workshops
- Stakeholder management, team & budget planning, and project controlling
- Strategic project planning (including business case and budget pitches)
- Creating foundations for tailored customer interactions by developing comprehensive customer profiles
Sep 2017 - Nov 2019
2 years 3 months Frankfurt, Germany
Senior Consultant
CINTELLIC Consulting Group
Sep 2017 - Dec 2017
4 months Germany
Business Analyst
Deutsche Bank
GDPR-compliant permission management project. Activities included:
- Business analysis
- Stakeholder management
- Creation of a functional concept
- Preparing documentation for the project steering committee
Summary
As an experienced CRM, CX, and UX consultant, I have many years of project experience at the interface between business and IT. My expertise spans project management, business analysis, CX management, UX research, conception, and design, as well as the precise recording, capturing, alignment, and documentation of requirements in various industries, including banking, consumer goods, transport & mobility, and the automotive industry.
- Customer-centric design of touchpoints throughout the entire customer journey, including customer research, prototyping, and UI/UX optimizations, to create a seamless and positive customer experience.
- Conception and implementation of customer-centric CRM, marketing automation, and loyalty programs that enable personalized customer interactions, differentiate brands, and create exceptional customer experiences.
- Collaboration with cross-functional teams for the seamless integration of experience initiatives and the promotion of a culture of customer orientation and innovation.
Languages
German
Native
English
Advanced
Spanish
Elementary
Education
Aug 2016 - Jan 2017
Corvinus University
International Management (abroad semester) · Budapest, Hungary
Oct 2015 - Jun 2017
International School Of Management
Strat. Marketing Management · Munich, Germany
Oct 2011 - Jul 2014