Senior Manager für Account Management und Business Development und Site Director Kundenservice, In- und Ausland

1/2025 – 12/2025

CX Management

- Standardize KPI management (e.g. COPC as a standard for forecasting, workforce management, quality management, customer satisfaction)

- Raise customer satisfaction, customer loyalty and customer value - reducing customer service costs at the same time

- Reorganization or Re-engeneering of the contact center skill set up (split in 1st level and 2nd level skill, with a highly standardized 1st Level skill)- prepare outsourcing (BPO) and/or transformation (automation using AI)

- Define business case/ business plan

- Return- on- Invest controlling

• BPO Management

Define outsourcing strategy based on costs situation, quality performance, customer satisfaction evaluation

- Decide for outsourcing processes (procedures beyond a companies core competencies)

- Start, support, run an RFP (Request for Proposal) or RFI (Request for Information) to prepare decision-making in order to find the best- in- class service provider (define RFP criteria)

- Evaluate RFP responses with a Result matrix combined with a SWOT based on RFP criteria (service provider long list, short list)

- Site visits with service provider short list to evaluate RFP resonse vs real operational performance

- Scorecard definition, penalty scheme definition contract negotiation, contract signing

- Define business case/ business plan

- Return- on- Invest controlling

Leiter Service, CRM (Customer Relationship Management), Seniorenberater

7/2022 – 6/2024

1.2 Der Berater wird den Auftraggeber in folgenden Projekten beraten:
1.2.1. Evaluierung der bestehenden OEM-Verträge hinsichtlich Customer Service Leistungen
1.2.2. Teilnahme an OEM Workshops zur Erfassung der OEM Customer Service Anforderungen
(Customer Service Strategie, Anforderungen an DCS und Abstimmung der
Kostensituation)
1.2.3. Support der DCS OEM Key Account Manager bezüglich Kundenservice-Themen
(Customer Service Best Practice, mögliche Preisanpassungen, Argumentation in Richtung
OEM, Ausschreibungen und Vertragsverlängerungen)
1.2.4. Project Owner in Schlüsselprojekten bei Mitwirkung/ Kooperation mit OEMs
1.2.5. Project Owner unserer Customer Service Tooling Strategie und Evaluierung sowie
Optimierung unseres Setups mit Zendesk/Leafworks.

Balanced Scorecard, Business-To-Consumer, Business Development, Business Model, Business Plan, Business to Business, Call-Center, Corporate Services, Distribution channels analysis, Kommunikations-Konzepte, Kooperationen, Kostenoptimierung, Kundendienst, Nearshoring, Outsourcing, Qualitätsmanagement (allg.), Swot-Analyse, Unternehmensberatung, Vertragsmanagement