Stuttgart, Baden-Württemberg, Germany
I am a strategic executive with a CEO perspective and a proven record in transforming complex global organizations. Customer satisfactions is my motivation in acting - based on a broad experience in automotive and mobililty industry. - Over 20 years of international leadership at Mercedes-Benz, incl. CEO & Director roles. - Oversaw large-scale operations (up to 1,400 FTEs) with €100M+ budgets. - Deep governance expertise through direct collaboration with Executive & Supervisory Boards and leading central governance functions including Head of Corporate Office. - Led global digital transformation programs across Sales & Aftersales and HR (CRM, Omnichannel, AI). - Teaches at ESB Business School on the AI-powered future of service operations. - Passionate about empowering people, managing complexity and shaping sustainable transformation. - Certification as Board Member (Aufsichsträtin/Beirätin) and Chief AI Officer. I’m open for Board roles, advisory positions and impactful leadership conversations across industries. Let’s connect.
Engaged in imparting knowledge to future leaders through a teaching assignment at the ESB Business School Reutlingen - "Managing Digital Service Operations: The new Era of Contact Centers" - Focus on discussing the changing interplay between humans and technology in the context of digitalization and artificial intelligence
Business architect with global process governance for approximately 50 international markets and around 30,000 employees. - Directed the development of a global roadmap for digital transformation, prioritized by strategic relevance and KPI impact, serving as the foundation for annual budget planning at board level. - Defined a scalable end-to-end sales process model as the basis for the IT target landscape and system architecture, enabling the harmonization of international sales processes and supporting global rollouts and change management.
Member of the HR Executive Transformation Circle (led by the board member for HR), responsible for developing the Target Operating Model HR for approximately 180,000 employees worldwide in the group and introducing a cloud-based HR core system based on Workday. - Led a business case study for the establishment of international service centers for employees, considering governance, compliance, and scaling potentials. - Developed a three-tier service delivery model for service provision in collaboration with professional service providers. Identified savings potential of over 25% while simultaneously improving service quality and response speed. - Integrated the model into the strategic roadmap of the board division with an implementation perspective until 2027. Coordinated with global HR functions and IT to ensure scalability and compliance
Led the management board of the Mercedes-Benz Customer Assistance Center N.V. (CAC) with approximately 1,400 employees and substantial budget stuartship, member of the Operations Committee Global Service & Parts of Mercedes-Benz AG. - Global process and system responsibility for customer contact in aftersales, with operational responsibility in Europe and management of non-European contact centers. - Developed and implemented a strategy for the long-term positioning of the CAC in the group as a Customer Contact Champion. - Reduced costs per case significantly through process optimizations, new IT infrastructure, and increased use of professional service providers. - Introduced a new CRM and omnichannel infrastructure (Salesforce, Genesys Cloud) as part of Daimler AG's digitalization strategy, significantly improving real-time control and data availability in sales. - Outsourced a major share of operational customer contact in Europe to an international customer contact provider without layoffs.
Directed the digitalization of the customer interface in Aftersales and contributed as a member of the Executive Committee of the Global Services & Parts division of Daimler AG. - Managed the overall strategy of the Global Service & Parts division of Daimler AG across all sales levels (headquarters, sales companies, dealers) by developing and applying appropriate steering methods and committees. - Developed and rolled out modular digital aftersales solutions in up to 50 markets, over 1,000 dealers (e.g., Digital Service Drive, MercedesMe). - Improved retention rate significantly by providing analytic-based offers to operational service units, based on data from the dealer network and connected mobility.
Supported the chairpersons of the board and the supervisory board of Daimler AG. - Responsible for corporate governance processes, compensation report, and staff of the chairman of the supervisory board. - Ensured compliance with statutes, documentation, and task management of the board, the supervisory board, and its committees.