Mannheim, Baden-Württemberg, Germany
As customers expect a great experience in every interaction they have with any company and as industry lines are blurring, Customer Experience becomes a major differentiator. I am passionate about helping my customers to achieve better customer experiences. As the CTO EMEA for Zendesk I am working with our customers and partners to support them in their digital transformation journey by helping them to make use of our products in the best possible way and to optimize their customer experience. I advise them with best practices on changing business models across industries and listen to them on how we can further improve our products going forward. Prior to joining Zendesk I led Industries within SAP's CX practice for Commerce, Sales, Service and Marketing. One of my main responsibilities was to create industry specific products for Retail, Consumer Products, Travel, Telecommunications, Utilities, Financial Services and Public Sector industry customers. Together with my team I brought innovations like Artificial Intelligence / Machine Learning scenarios to SAP's products to help their customers further optimize their customer experience, while also applying best practices from parallel industries. At the beginning of my career I worked in management consulting focusing on growth strategies in sales & marketing as well as organizational design and process optimization. I am always interested in an exchange on how to revolutionize customer experience in different industries, and how to build great products in this area that people love to use. Privately I am enjoying working with social projects / start-ups as a coach. Whenever time allows you find me running, mountain-biking or practicing Iyengar Yoga.
As the CTO EMEA for Zendesk I am working with our customers and partners to support them in their digital transformation journey by helping them to to make use of our products in the best possible way and to optimize their customer experience. I advise them with best practices on changing business models across industries and listen to them on how we can further improve our products going forward.
Deliver verticalization strategy and industry solutions for SAP Customer Experience, covering the complete SAP Customer Experience Portfolio (Commerce, Marketing, Sales, Service, Customer Data/Profile), for Retail, Consumer Products, Travel, Telco, Utilities, Financial Services and Public Sector. Drive go-to-market of industry solutions. Responsible for Product Management of SAP C/4 HANA Suite, including Order Management, Customer Master Service, Strategic Customer Advisory Board and Services, Pricing, etc.
Deliver verticalization strategy and industry solutions for SAP Customer Experience, covering the complete SAP Customer Experience Portfolio (Commerce, Marketing, Sales, Service, Customer Data/Profile), for Retail, Consumer Products, Travel, Telco, Utilities, Financial Services and Public Sector. Drive go-to-market of industry solutions.
Deliver verticalization strategy and industry solutions for hybris, focussing on Travel, Telco, Financial Services and Public Sector. Drive go-to-market of industry solutions.
Globally responsible for SAP’s Multi Channel solutions, consisting of Commerce, Consumer Mobility, Social CRM and Partner Channel Management. Successfully launched new SAP Commerce solution and increased SAP’s footprint via embedding partner solutions in the area of Web Content Management, Knowledge Management and Web Analytics
Develop SAP’s strategy, drive solution roadmap and development as well as go-to-market of SAP CRM Partner Channel Management.
Involved in key projects to define SAP's product strategy and to adopt / implement LEAN for software development.
Conducted various projects, including - Business plan creation for Software Company - Post-Merger Integration for Software Company - Evaluation of IT networks and definition of network strategy for car manufacturer - Transportation optimization software for third party logistics provider (business case, market requirements document, software evaluation, software specification, UI design, adjustment of processes and organizational set-up, implementation) - eBusiness strategy within the area of marketing, sales & service for high-tech company - Design of Loyalty program for SME for major German airline Managed projects with mixed client-consultant teams of up to 30 people