Susanne M. - PO CRM (Part-time)

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Wörrstadt, Germany

Experience

Jan 2025 - Present

10 months

PO CRM (Part-time)

Industrial Insurance

Responsibility for Dynamics CRM for about 5000 users with a SAFe team
Reporting to PM
Global stakeholder management
Strategic product development

Apr 2024 - Jul 2024

4 months

Senior Business Analyst / ITSM KPI Implementation

Process analysis of IT departments
Identifying suitable KPIs along the business IT services with the teams
Building target-group specific reports including prototypes
Preparing handover for technical implementation

Apr 2022 - Dec 2023

1 year 9 months

PMO Support

Medium-sized Industrial Company

Advising the international PMO on metrics
Interpreting the 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 to-be modeling of the globally harmonized CRM process
Identifying and planning stakeholder requirements
Conceptual solution development
Assisting in the global rollout of the solution

Oct 2021 - Apr 2022

7 months

BI Consultant / Business Analyst

Fashion Online Retailer

Collecting existing reports and metrics
Independently improving the Analytical Data Mart
Coaching and sparring with the sales planning lead
Gathering requirements for needed reports including sample implementations
Coordinating with all involved departments (procurement, 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
Assisting in optimizing the data foundation

Jan 2021 - Dec 2021

1 year

Business Analyst / Requirements Manager (Agile)

Federal Agency

Facilitating the development of technical solutions with business unit and development
Managing and executing stakeholder communication
Conflict management and SLA development
Supporting and evaluating the pilot phase
Prioritizing and phasing into release management
Setting up follow-up projects

Oct 2020 - Nov 2020

2 months

Power BI Developer “Tableau Migration” (Scrum)

Global Media Group

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

Jul 2020 - Sep 2020

3 months

Coach/BI Consultant “Power BI Migration”

Medium-sized Trading Company

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

Apr 2020 - Sep 2020

6 months

Business Analyst “Retail Intelligence” (Scrum)

Global Car Manufacturer

Designing and implementing live reporting for an online showroom in Power BI
Regularly coaching the management team (sales & marketing) on data-driven strategy development

Dec 2019 - Jan 2020

2 months

Consultant “Retail Intelligence”

Food Retail Chain

Designing and implementing a monthly retail dashboard with Tableau
Building and coaching the internal BI team
Temporarily acting as team lead

Jun 2019 - Sep 2020

1 year 4 months

Consultant “Call Center”

Sales Consulting

Advising on performance measurement for outbound B2B campaigns
Creating various reports (daily, weekly, monthly) for campaign analysis using Access, Excel and Tableau

Oct 2018 - Sep 2020

2 years

Consultant “Customer Experience”

CRM Consulting

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

Apr 2014 - Feb 2016

1 year 11 months

BI Consultant “Retail Intelligence”

Global German Car Manufacturer

Defining BI strategy based on company goals
Reviewing and expanding the existing KPI landscape
Designing reports and coordinating implementation
Piloting reports with Qlik Sense
PMO project controlling
Leading the interdisciplinary team for 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

Identifying CRM goals
Reviewing, integrating and expanding the existing KPI landscape
Formulating requirements for SAP BO from the analytical CRM perspective

Jan 2010 - Feb 2012

2 years 2 months

Project Lead “CRM Sales Integration” (Scrum)

Global German Car Manufacturer

Defining role distribution across HQ, market and dealers
Gathering urgent and long-term needs at different levels (change management)
Developing an integrated concept including change management

Jan 2010 - Jan 2012

2 years 1 month

Project Lead “Aftersales BI”

Global German Car Manufacturer

Defining strategic goals for the aftersales area
Deriving suitable KPIs and integrating a KPI landscape
Defining reports for HQ, markets and dealers

Jan 2008 - Jan 2012

4 years 1 month

Program Lead “CRM Strategy 2020” (Scrum)

Global German Car Manufacturer

Developing the global CRM strategy
Deriving 20 global CxO level projects
Defining KPIs and reports for project controlling and operation for all projects
Leading 5 of those projects: each conducting an operational proof of concept with one or two foreign markets and formulating the business requirements for SAP CRM / SAP BW

Oct 2007 - Apr 2008

7 months

France

Data Scientist “Retail distribution”

Global Consumer Electronics Manufacturer

Determining geographic catchment areas of POS in France and Germany
Calculating customer volume and potential and ranking POS accordingly with Excel

Jul 2007 - Jan 2012

4 years 7 months

Project Lead and Data Scientist “Analytical Prospect and Lead Qualification”

Global German Car Manufacturer

Developing a concept for analytical qualification of inbound prospects based on provided data using SPSS, SQL Server and Excel
Formulating requirements for implementation in SAP BW / SAP CRM
Periodic testing and revision, in particular evolving from heuristic to analytical predictive model

Jul 2007 - Jan 2008

7 months

Data Scientist “Customer preference based segmentation”

Bank

Designing customer segments based on self-expressed content and communication preferences
Validating and testing with SPSS, SQL Server and Excel

Jun 2007 - Jun 2007

1 month

Data Scientist Segmentation

Bank

Calculating 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

Developing the stakeholder map
Designing, implementing and analyzing periodic satisfaction surveys across all stakeholder groups
Deriving tailored change management measures

Jun 2002 - Jun 2005

3 years 1 month

CRM Consultant “CRM Strategy and Implementation”

Global German Car Manufacturer

Contributing to the development of the CRM strategy and related subprojects
Subproject lead “Analytical CRM”: formulating business requirements for SAP CRM and BW
Implementing a proof of concept with SPSS, SQL Server and Excel

Jan 2000 - Dec 2002

3 years

Account Manager Direct Marketing

Designing, managing and analysing direct marketing campaigns (offline and email/landing page) for companies in telecommunications, consumer electronics and pharma