Sven D.
Interims Management / Freelancer / Professional Development
Experience
Feb 2022 - Present
3 years 7 monthsInterims Management / Freelancer / Professional Development
- Selected projects in mid-market and xDAX companies as Senior Expert / Transformation Coach for customer experience and digital projects
- Attending lectures / training for digital transformation, artificial intelligence and agile leadership
Feb 2020 - Jan 2022
2 yearsUnterföhring, Germany
Partner
KPS Business Transformation
- (parent company of Infront Consulting & Management, Hamburg, until 09/2021 working for Infront)
- Acquisition and senior / lead role in delivery of projects
- Driving integration with subsidiaries (UK, Spain, Germany) and development of a common portfolio and framework as an integrated E2E service provider from strategy to IT implementation
Jan 2018 - Jan 2020
2 years 1 monthInterims Management / Freelancer / Professional Development
- Selected projects in mid-market and xDAX companies as Senior Expert / Transformation Coach for customer experience and digital projects
- Attending lectures / training for digital transformation, artificial intelligence and agile leadership
Aug 2017 - Dec 2017
5 monthsSabbatical / Family Time
Jan 2013 - Dec 2021
9 yearsMunich, Germany
Communications
Montessori Munich e.V.
- (private school)
Jul 2001 - Jul 2017
16 years 1 monthMunich, Germany
Managing Director Accenture Strategy, Lead Partner for “Advanced Customer Strategy ASG” in D-A-CH
Accenture
- Responsible for the business in the DACH region for the topic of “Advanced Customer Strategy”, i.e., digital strategy and customer experience: from classic marketing and sales topics to innovative digital business models and transformations. Team with up to 65 employees and approx. €28 m annual turnover.
Apr 1998 - Jun 2001
3 years 3 monthsMunich, Germany
Group Lead System Management, Service Development
VIAG Interkom (today Telefónica Germany)
- Built new contact centers
- Defined IT strategy and roadmap for customer service
- Introduced new products and services into operations
Sep 1996 - Mar 1998
1 year 7 monthsRatingen, Germany
Project Lead Operation / Customer Care
Mannesmann Mobilfunk (today Vodafone)
- Project lead for customer care on new products and services
Airline - Customer Service
- Benchmarking and market comparison of customer service performance and offerings of a European airline.
Airline - Sales & Service
- Creation of a global location and portfolio strategy for service providers of an international airline, including transformation plans with new site openings and closures for cost optimization and service quality improvement.
Automotive - Customer Service
- Analysis of the European service center of an automobile manufacturer, including assessment of existing capabilities and determination of development potential, plus financial evaluation of the unit and location assessment, including CRM system blueprint.
Automotive - Marketing
- Creation of a digital marketing strategy for an automotive manufacturer (multi-country, multi-brand), including a segment-specific and regional social media and physical marketing approach, as well as a nationwide dealer mobilization roadshow.
Banking - Marketing
- Definition of a new marketing strategy for customer-facing units (internal and external customers) and analysis of harmonization and synergy potential.
Banking - Sales & Service
- Development of a group-wide European, uniform digital and platform strategy for all customer-oriented contact channels of a large bank and its European subsidiaries including Microsoft Dynamics implementation
Banking - Sales & Service
- Analysis of the omnichannel customer contact behavior of the private customer segment of a large bank and assessment of the service center IT for future readiness, including recommendations for action and a new IT strategy, taking current technology trends into account.
Consumer Electronics – Marketing & Sales
- Definition of an eCommerce IT strategy including roadmap, marketing strategy and vendor selection for CRM and eCommerce systems.
Consumer Goods - Sales & Service
- Definition of the new global service operating model, transformation roadmap and location selection for future service hubs (sales and field service) including new CRM/CPQ system implementation.
High Tech - Sales & Service
- Performance improvement for sales and service interactions with key clients, including production and logistics, and CRM/ERP system implementation.
High Tech – Marketing
- Definition of the new global marketing operating model, transformation roadmap (multiple lines of business and countries) and location selection for future marketing hubs including CRM/data warehouse implementation and modernization.
Telecommunication - Marketing
- Analysis of marketing possibilities and development of a customer insights marketing approach based on available data within the Big Data initiative of a European telecom company.
Telecommunication - Marketing & Sales
- Development of a market entry strategy for a telecom company for product expansion and growth acceleration in the business customer segment, including CRM system enhancement.
Telecommunication - Marketing & Sales
- Definition of a single marketing & sales process/operating model, harmonizing all channels for all products at all touchpoints for all segments. Derivation of necessary capability and IT changes. Program management of transformation, including CRM/billing system implementation.
Telecommunication – Marketing & Sales
- Development of a simplified, cross-channel and uniform marketing and sales operation and control model for a European telecom company (private and business customers, multiple lines of business) to reduce costs and establish a central marketing platform.
Summary
Experienced Consulting Partner / Managing Director with a history of successful, value delivering strategy, transformation and IT projects in various industries, e.g., Telecommunications, Consumer Goods, Retail, Banking, Automotive, Insurance, Consumer Electronics and High Tech. Skilled in business models and strategy, (re)organization, marketing and sales concepts, customer experience and customer relationship management (CRM); everything from traditional to digital, one-dimensional to omnichannel and with various operating models.
Languages
German
NativeEnglish
AdvancedEducation
Oct 1991 - Mar 1999
Heinrich Heine University Düsseldorf
Physics · Düsseldorf, Germany
Certifications & licenses
Prince2 project management
peoplecert.org
Professional Scrum Master
scrum.org
Need a freelancer? Find your match in seconds.
Try FRATCH GPT More actions
Similar Freelancers
Discover other experts with similar qualifications and experience
- English
- Deutsch
2025 © FRATCH.IO GmbH. All rights reserved.