Sven Drinkuth
Interims Management / Freelancer / Professional Development
Experience
Feb 2022 - Present
3 years 5 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 years Unterföhring, 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 years Munich, Germany
Communications
Montessori München e.V.
- (private school)
Jul 2001 - Jul 2017
16 years 1 month Munich, 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 months Munich, Germany
Group Lead System Management, Service Development
VIAG Interkom (today Telefónica Germany)
- Built-up of new contact centers
- Definition IT-Strategy and Roadmap for Customer Service
- Introduction of new products and services into operations
Sep 1996 - Mar 1998
1 year 7 months Ratingen, Germany
Project Lead Operation / Customer Care
Mannesmann Mobilfunk (today Vodafone)
- Project Lead Customer Care for 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 of the service providers of an international airline company, including transformation plans with the new establishment and dissolution of sites 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, as well as financial evaluation of the established unit including 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 regionalized social media and physical marketing approach, as well as a countrywide roadshow for dealer mobilization.
Banking - Marketing
- Definition of 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 the European subsidiaries including Microsoft Dynamics implementation
Banking - Sales & Service
- Analysis of the Omnichannel Customer Contact Behavior of the private customer business of a large bank and assessment of the service center IT on its 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 client’s key customers, including production and logistics including 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/DW-implementation and modernization.
Telecommunication - Marketing
- Analysis of the marketing possibilities and development of a marketing approach of Customer Insights based on available customer data within the framework of the Big Data Initiative of a European telecommunication company.
Telecommunication - Marketing & Sales
- Development of a Market Entry Strategy for a telecommunication 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 in 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 telecommunication company (private and business customers, multiple lines of business) to reduce costs and establish 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, Retails, 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
Native
English
Advanced
Education
Oct 1991 - Mar 1999
Heinrich-Heine-Universität Düsseldorf
Physics · Düsseldorf, Germany
Certifications & licenses
Prince2 project management
peoplecert.org
Professional Scrum Master
scrum.org
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