Germany
Ambitious and hard-working German professional who is working as Head of Organization & Analysis for Customer Relations in the global HQ of Lidl. Previously working and leading a team for Hyundai Motor Germany and Europe in Frankfurt. I was able to broaden my professional horizon by studying and working not just in Germany, but also in Australia, Canada, England, Scotland and France.
Responsible for organizational and analytical aspects in the area of Customer Relations (Customer Research & Experience, Shopper & Market Insights, Customer Data & Analytics, Customer Relationship Management, Loyalty, Retail Media and Customer Care).
Working closely with the departments Customer Research & Experience, Shopper & Market Insights, CRM & Loyalty, Retail Media
Leading 3-week group expeditions through Western Canada’s national parks between Vancouver Island and Calgary. Combining hiking, logistics, and cultural interpretation.
* Engaging with members and visitors through in-person, phone, and email interactions * Supporting daily operations including membership sales and general customer service * Handling bookings for facilities and venues * Processing payments, including cash, online and credit card transactions
* Leading and advancing the digital transformation, innovation projects, and overseeing all platforms, as well as the entire Customer Relationship Management (CRM). * Developing and implementing effective solutions to ensure a seamless customer experience across the entire customer journey, from initial engagement to repurchase. * Program management and coordination of key customer-related IT systems. * Launching a new national and local (dealer) website, an innovative car configurator, a modern newsletter tool, a comprehensive customer program with 17 touchpoints, a more flexible CRM database, and Al-powered 360-degree customer data analytics. * Strategically planning and preparing for the implementation of a state-of-the-art Marketing Automation and Customer Data Platform to optimize data management and customer insights. * Continuously driving improvements in digital performance through data-driven analysis and trend identification, while leading a cross-functional team focused on data analytics. *Effectively managing large-scale budgets for Customer Experience projects, with an annual volume in the high seven-figure range. * Organizing and conducting vendor selection processes in areas such as CRM consulting, digital marketing, data management, social media, CRM tools, and apps. * Successfully contributing to the development of new dealer contracts and standards, including the implementation of dealer quotas to achieve mutual goals. * Leading and developing a high-performing Customer Experience team (up to seven members) while managing external agencies and service providers to consistently achieve business targets.
Key projects: - Relaunch of customer contact program (incl. new marketing, sales and aftersales touchpoints) - Concept implementation of Golden Customer Record - Customer data enhancement projects - Modernization of lead management process - Implementation of 360° campaign tracking via BI tool
Main tasks and involvement: Steering and developing a Marketing Intelligence Dashboard Identifying main marketing indicators to impact sales through correlation analysis Development of a pan-European customer experience strategy Defining different use cases for Data Analytics Developing lead nurturing processes and newsletter series for product launches Steering pre-launch activation for new models and measuring performance Developing an integrated customer journey for different target groups Integration of finance data in customer databases Strategy and requirement definition for membership portal myHyundai Completed courses: Korean Language & Culture, Advanced Presentation Skills, Project Management
Wrote my dissertation with Diageo, a global leader in beverage alcohol with an outstanding collection of more than 200 brands across spirits and beer, which are sold in 180 countries. My project was part of the International Supply Chain Excellence initiative, where I analysed the potential of reducing costs of the multi-million pound annual spending on pallets and developed recommendations on how to improve different areas and processes.