Susanne Meier-Steen - PO CRM

Recommended expert

Wörrstadt, Germany

Experience

Jan 2025 - Present

1 year 1 month

PO CRM

Industrial Insurance

Responsibility for Dynamics CRM for approx. 5,000 users with a SAFe team
Reporting to the PM
Global stakeholder management
Strategic further development of the product

Apr 2024 - Jul 2024

4 months

Senior Business Analyst / ITSM KPI Implementation

ITSM KPI Implementation

Process analysis of the IT departments
Identification of suitable KPIs along the business IT services with the teams
Development of audience-specific reports including prototypes
Preparation for handover to the technical implementation

Apr 2022 - Dec 2023

1 year 9 months

PMO Support

Medium-sized Industrial Company

Advising the international PMO on metrics
Interpretation of measured project results

Jan 2022 - Dec 2024

3 years

Senior Business Analyst / Proxy PO Dynamics CRM

Industrial Insurance

Supporting the SAFe program management
As-is analysis and target modeling of the globally harmonized CRM process
Identification and scheduling of stakeholder requirements
Conceptual further development of the solution
Participation in the global rollout of the solution

Oct 2021 - Apr 2022

7 months

BI Consultant / Business Analyst

Fashion Online Retailer

Capturing existing reports and metrics
Independent conceptual further development of the Analytical Data Mart
Coaching and sparring for the sales planning management
Requirements gathering for needed reports including example implementation
Coordination with all involved departments (purchasing, marketing, controlling, IT)

Apr 2021 - May 2021

2 months

BI Coach

Leasing Bank

Supporting the implementation of sales controlling in Power BI
Training the controlling team
Developing suggestions for improvements

Mar 2021 - Mar 2021

1 month

BI Consultant

Electronics Retailer

Implementing key management reports in Power BI
Supporting the optimization of the data base

Jan 2021 - Dec 2021

1 year

Business Analyst / Requirements Manager (Agile)

Federal Agency

Facilitating the development of technical solutions with the business department and development team
Managing and executing stakeholder communication
Handling conflict management and developing SLAs
Overseeing and evaluating the pilot phase
Prioritizing tasks and integrating them into release management
Setting up follow-up projects

Oct 2020 - Nov 2020

2 months

Power BI Developer

Global Media Group

Migrating media usage/user behavior reports from Tableau to Power BI
Advising on self-service BI (coaching on the differences between Tableau and Power BI)

Jul 2020 - Sep 2020

3 months

Coach/BI Consultant

Medium-Sized Trading Company

Advising and implementing the migration of the entire reporting system to Power BI (including warehouse logistics, sales, purchasing, controlling, and the online shop)

Apr 2020 - Sep 2020

6 months

Business Analyst “Retail Intelligence”

Global Automotive Manufacturer

Design and implementation of live reporting for an online showroom in Power BI
Regular coaching of the management team (Sales & Marketing) regarding data-driven strategy development

Dec 2019 - Jan 2020

2 months

Consultant “Retail Intelligence”

Food Retail Chain

Design and implementation of a monthly trade dashboard with Tableau
Building and coaching the internal BI team
Temporary assumption of the team lead role

Jun 2019 - Sep 2020

1 year 4 months

Consultant “Call Center”

Sales Consultancy

Consulting on performance measurement of outbound B2B campaigns
Development of various reports (daily, weekly, monthly intervals) for campaign analysis with Access, Excel, and Tableau

Oct 2018 - Sep 2020

2 years

Consultant “Customer Experience”

CRM Consultancy

Conducting order analyses and visualizations for customer experience with Google Analytics and Excel

Apr 2014 - Feb 2016

1 year 11 months

BI Consultant “Retail Intelligence”

Global German Automotive Manufacturer

Defining BI strategy based on company goals
Reviewing and extending the existing KPI framework
Designing reports and coordinating implementation
Piloting reports with Qlik Sense
PMO project controlling
Leading the interdisciplinary team for the organizational, process, and technical implementation of a KPI-based permanent improvement process (Top 10 markets)

Feb 2012 - Mar 2013

1 year 2 months

BI Consultant “SAP BO Implementation for CRM”

Consumer electronics retail chain

Identify CRM goals
Review, integrate and expand the existing KPI landscape
Define SAP BO requirements from an analytical CRM perspective

Jan 2010 - Feb 2012

2 years 2 months

Project lead “CRM trade integration”

Global German car manufacturer

Define role distribution across different levels (HQ, market, retail)
Gather urgent and long-term action needs at these levels (change management)
Develop an integrated concept including change management

Jan 2010 - Jan 2012

2 years 1 month

Project lead “Aftersales BI”

Global German car manufacturer

Define strategic goals for the aftersales area
Derive relevant KPIs and integrate them into a KPI landscape
Define reports for HQ, markets and dealers

Jan 2008 - Jan 2012

4 years 1 month

Program lead “CRM Strategy 2020”

Global German car manufacturer

Develop the global CRM strategy
Identify 20 global CxO-level projects
Define KPIs and create reports for project monitoring and operations for all projects
Lead 5 proofs of concept with international markets and specify business requirements for SAP CRM/SAP BW

Oct 2007 - Apr 2008

7 months

Data Scientist “Retail Distribution”

Global consumer electronics manufacturer

Determine geographic catchment areas for POS in France and Germany
Calculate customer volume and potential and rank POS accordingly using Excel

Jul 2007 - Jan 2012

4 years 7 months

Project lead and Data Scientist "Analytical Prospect and Lead Qualification"

Global German car manufacturer

Developed a concept for analytically qualifying inbound prospects based on provided data using SPSS, SQL Server, and Excel
Defined requirements for implementation in SAP BW/SAP CRM
Periodically tested, revised, and advanced from a heuristic to an analytical predictive model

Jul 2007 - Jan 2008

7 months

Data Scientist "Customer Preference Based Segmentation"

Bank

Designed customer segments based on self-expressed content and communication preferences
Validated and tested with SPSS, SQL Server, and Excel

Jun 2007 - Present

18 years 8 months

Data Scientist Segmentation

Bank

Calculated meaningful customer value segments based on transaction data using SPSS, SQL Server, and Excel

Jan 2006 - Jul 2007

1 year 7 months

Consultant Change Management

Global food manufacturer

Developed the stakeholder map
Created, implemented, and evaluated periodic satisfaction surveys across all stakeholder groups
Derived tailored change management measures

Jun 2002 - Jun 2005

3 years 1 month

CRM Consultant "CRM Strategy and Implementation"

Global German car manufacturer

Assisted in developing the CRM strategy and related subprojects
Subproject lead for analytical CRM: defined functional requirements for SAP CRM and BW
Implemented a proof of concept with SPSS, SQL Server, and Excel

Jan 2000 - Dec 2002

3 years

Account Manager

Direct Marketing

Planning, managing and evaluating direct marketing campaigns (offline and email/landing page) for companies in telecommunications, consumer electronics and the pharmaceutical industry

Summary

Since 2002, I have been a consultant in CRM and BI with heart and soul – supporting as a strategic sparring partner as well as pragmatically and "hands-on".