Berlin, Berlin, Germany
At a glance ▪ Effective management of the digital acquisition of new customers and retention of existing customers via all relevant online channels ▪ Successful, progressive personnel management and target-oriented implementation of lean management methods in own department ▪ Experienced, generalist project manager with focus on customer acquisition as well as service and process optimisation ▪ Service-oriented thinking and acting with strategic and pragmatic implementation ▪ Creative personality with a holistic mindset and strong communication skills for employees and stakeholders ▪ Sound methodological competence in the area of new working methods (agile methods, Scrum, Design Sprint incl. the relevant tools (Jira, Trello etc.)) ▪ Successes: Establishment of a digital energy service provider (innogy Direkt GmbH with over 220,000 new customers), successful implementation of numerous business-critical projects, establishment and development of own department incl. individual qualification plans
My team and I are responsible for the operation, continuous improvement and the expansion of 25 commodity stores (as point of sale) and four Energy Solutions showrooms in Hamburg and Berlin.
Conception, implementation and sales of new B2C Energy Solution products and services, such as photovoltaic, heating, eMobility and others.
Responsible for customer retention and cancellation prevention via eon.de (incl. self-services, app and community) as well as new customer acquisition in the segments e-mobility, smart home, internet - incl. continuous optimization of digital customer journeys ▪ Defining and ensuring efficient and valuable new customer acquisition via digital channels (in particular innogy Direkt GmbH) ▪ Targeted, successful category management (for the photovoltaic, relocation and e-mobility segments), based on defined control and evaluation key performance indicators (KPI) ▪ Efficient market cultivation within existing segments through supporting marketing campaigns ▪ Progress monitoring of KPIs using OKR (Objectives and Key Results) in the form of monthly performance dialogues ▪ Project management B2C 2020/ 2021: Migration innogy Direkt GmbH to E.ON platform, incl. legal merger and customer transfer to E.ON Energie Deutschland GmbH Results: ▪ Technical migration of 220,000 customers to CRM & Billing systems of E.ON Energie Deutschland GmbH successfully completed during ongoing operations ▪ Continuous optimization of customer journeys such as relocation, consent management, cancellation prevention - based on data-driven analyses and process improvements
▪ Assumption of management function as of 1 April 2013 ▪ Operationalization of the B2C sales strategy in the digital context ▪ Disciplinary and technical management of up to ten employees ▪ Conception, planning and control of value-oriented digital campaigns ▪ Planning, forecasting and adjustment of the sales budget (up to € 10 million) ▪ Project management B2C 2016: Relaunch rwe.com: Establishment of the new innogy brand incl. replacement of the domain rwe.com Results: ▪ Introduction of innogy Direkt GmbH as a digital energy supplier (started as a Minimum Viable Product, over 220,000 new customers were acquired digitally in two years - sales target exceeded by 50%) ▪ Implementation of Lean Management measures 2020 in the team incl. silver award (achieved by less than 10% of B2C departments) ▪ Complete rebranding incl. modernisation during brand change from rwe.com to innogy.de (optimisation of usability, implementation as mobile-first approach with demonstrably positive customer response)
▪ Management and control of the online sales channel ▪ Ensuring efficient and digital acquisition processes ▪ Conception, planning and control of online and mobile campaigns ▪ Project management B2C 2011: Launch RWE Energiekaufhaus - RWE as the first provider of a joint online shopping cart for energy tariffs and hardware products (Smart Home) Results: ▪ Online contracts doubled with the launch of the RWE Energy Store (thus the strongest B2C acquisition channel with 800 new customer contracts per week in 2012) ▪ One in four online consultations via the newly established Sales Chat leads to the conclusion of a contract
▪ Responsibility for the digital presence of the B2C area on rwe.com (in particular tariff presentation, usability, customer-centric website online sales and services) ▪ Establishment of cooperation partnerships ▪ Successful qualification in project management (2007) ▪ Project head 2007: Introduction of RWE Kundenkonto Online - a digital customer account as a fully-fledged replacement for phone customer services ▪ Project collaboration 2009: RWE Energiewelt - content-based platform on topics such as energy saving, energy efficiency and a craftsman database Results: ▪ In 2009, the online website rwe.de including the customer account online was awarded 1st place in the Process Consulting web study (compare to 2007: 13th place). ▪ Successful establishment of cooperation partnerships with Check24 and Verivox as the leading energy comparison portals in Germany
▪ Different departments (B2C, B2B, Corporate Communication) ▪ Focus on advertising/ online