Cologne Bonn Region
Hello 👋🏼, I am Nicolas, CX enthusiast from Cologne. I am leading the CX Management at einhundert Energie, focusing on our meinhundert.de B2C customers. Here are a few personal words about me (guaranteed AI-free 🙂). I am a digital expert with over 15 years of international work experience in CX, eCommerce optimization and agile product development with an entrepreneurial and hands-on mindset. I have proven experience in managing people and played instrumental roles in international companies by contributing to their growth. My previous employers include reputable companies in Paris, London and Amsterdam, in the luxury cosmetics, perfume, fashion and lifestyle industries. I could gain experiences in various roles in website launches, localization and customer journey optimization. In late 2018, I moved back to Cologne to apply my international knowledge in Germany. In the most recent years, I became specialized in the field of scalable customer experience and agile product development. At The Customization Group, I was entrusted to inaugurate the new CX business unit: Starting as a 1-man-show, I got promoted to Senior Product Owner, steering an agile scrum IT-team, while hiring for my own CX team as Technical Team Lead. This dual role allowed me to drive impactful product development for the business. In 2022, I got promoted to Team Lead - Customer Experience with wider responsibilities, including online reputation. I led the CX behind over 15 web shops and brands such as meinfoto.de, aldifotos.de or lidl-fotos.de. My team and I focused on delivering outstanding, scalable CX and optimizing the customer journey. Since mid-2025, I was heading the Customer Journey Management team at einhundert Energie in Cologne, making the meinhundert.de B2C customers happy! Since mid-2026, when CX became a proper domain of the company, I am proudly steering the overall CX Management, including the company‘s Online Reputation. I firmly believe that happy customers ensure revenue sustainability in unstable times and that retention is becoming even more important than short-term sales. I speak native German and I am completely fluent in French and English. In addition to my BSc and MSc degrees, I am a certified AgilePM® Project Manager, Product Owner and TÜV-certified Team Lead. I am an AI-enthusiast, at work as well as in private life, while keeping on top of related trends. Feel free to contact me: 📧 [email protected] 📞 +49 152 278 401 98 References on LinkedIn and upon request. Best regards, Nicolas
Zufriedene Kunden sind meine Energie und messbare Kundenbindung mein Antrieb. Ich habe zuvor die Domäne Customer Experience als einen wichtigen Pfeiler für den Unternehmenserfolg etabliert. Als Lead der kundenbezogener Prozesse ist nun mein Fokus: Intelligente, skalierbare Prozesse entlang aller Touchpoints und eine Kommunikation, die Vertrauen schafft. Durch Verzahnung von Daten, CX-Strategie und IT-Umsetzung sichere ich zudem eine 1st Class Online-Reputation und sorge dafür, dass wir als moderner und extrem kundenorientierter Energiepartner wahrgenommen werden. Weiterentwicklung und Management der Customer Journey ⋅ End-to-End Verantwortung der nahtlosen Kundenreise: Ganzheitl. Steuerung aller Touch Points ⋅ Ausbau und Management des Voice of the Customer Programms inkl. Close the Loop Prozesse ⋅ Touchpoint-Optimierung: Kontinuierliche Analyse und Gestaltung der CX entlang des Kundenlebenszyklus ⋅ Daten-, technologie- und feedbackgestützte Strategie: Implementierung von Maßnahmen zur Steigerung der CX-Qualität unter Berücksichtigung von Wirtschaftlichkeit, Margen und Reduktion der beeinflussb. Churn ⋅ Verantwortlicher KPIs der Kundenzufriedenheit und -Bindung Entwicklung von Strategie & Features ⋅ Strategieentwicklung: Definition der langfristigen CX-Roadmap zur Positionierung von meinhundert als kundenzentrischer Energieversorger ⋅ Innovationsmanagement: Ableitung und Konzeption neuer Features zur Steigerung des Kundennutzens und des Business Values ⋅ Interdisziplinäre Koordination: Enge Zusammenarbeit mit den Fachbereichen zwecks Optimierung und Management von Features sowie Steuerung der technischen Umsetzung ⋅ Ausbau des Weiterempfehlungsprogramms Management Online-Reputation, Risk & Kommunikation ⋅ Reputation: Aufbau, aktive Steuerung und Optimierung der Außenwirkung auf Bewertungsportalen ⋅ Risikoreduktion in diffizilen Momenten mit Churn-Potenzial ⋅ Kommunikation: Verantwortung für Qualität und Konsistenz der Kundenkommunikation
Wir gestalten die Energiezukunft mit einer exzellenten Kundenerfahrung. Gemeinsam mit meinem Team haben wir CX als elementare Domäne aufgebaut und die Weichen für den Ausbau gestellt. Wir stellen ganzheitlich sicher, dass die Reise unserer Kunden an allen Touch Points zu einer Top-Erfahrung wird und sie uns als Anbieter weiterempfehlen möchten. Wir sorgen mit Optimierungen, Features, smarten Prozessen und Innovationen dafür, dass die Strombelieferung zu einem Erlebnis wird. Wir brennen dafür, komplexe Prozesse in einfache, digitale Lösungen zu verwandeln, die direkt bei den Menschen ankommen. Unser Fokus: Wir gestalten die Kundenreise. Ganzheitlich. Unser Ziel ist es, dass die CX, jeder Kontaktpunkt absolut reibungslos verläuft. Wir verantworten die Experience der Strombelieferung über den Kundenlebenszyklus und stellen sicher, dass wir Bewohnern und Hausverwaltungen ein attraktives, transparentes und kluges Gesamtpaket bieten. Was uns antreibt: Wir orchestrieren die Zusammenarbeit aller Fachbereiche, um innovative Technik und 1st Class Service zu vereinen. Wir bringen Energie vom Dach direkt in den Alltag der Kunden: einfach, smart und mit einer herausragenden CX, die zum Weiterempfehlen einlädt. Meilensteine: Aufbau des Voice of the Customer Programms, Reputation Management Programms und Weiterempfehlungsprogramms. - Die einhundert Energie GmbH ist Deutschlands Marktführer für Mieterstrom und der führende Partner der Wohnungswirtschaft für die CO2-freie Zukunft von Immobilien. Seit 2017 transformiert das Unternehmen Mehrfamilienhäuser in nachhaltige Energiezentralen und bringt mit einem integrierten Ansatz aus Photovoltaik, Wärmepumpen, Batteriespeichern und Ladeinfrastruktur die Energiewende dorthin, wo Menschen zu Hause sind. Bereits mehr als 250 Wohnungsunternehmen und 20.000 Mieter profitieren von günstiger, sauberer Energie direkt vom eigenen Dach. Das Unternehmen hat Standorte in Köln und Berlin. Webseiten: einhundert.de (B2B) meinhundert.de (B2C)
After development of the CX unit and experience as Senior Product Owner & Technical Team Lead, I was promoted to Team Lead CX and People Manager, now additionally responsible for the public online reputation. In addition to exciting innovations, the team and I expanded existing solutions to react to global changes in a post-pandemic and AI-driven environment. • People management and mentoring of a senior team of 4 CX talents, including an online reputation manager, setting strategy, OKRs, learning and development and performance reviews ⋅ Launch of the state-of-the-art 360° Voice of the Customer Program by Qualtrics across 15+ shops, enabling holistic insights into all steps of the customer journey ⋅ Responsibility for all customer satisfaction KPIs (NPS, CSAT, CES), relational and transactional surveys and the “close-the-loop” process ⋅ Holistic customer journey analysis, identification of optimization potential for all touch points (websites, order fulfillment, product quality, customer service) ⋅ Management of cross-functional, data-driven projects and customer-oriented measures and services, in line with business goals and with all stakeholders ⋅ Participating in the integration of innovative AI automations, AI sentiment analysis and AI Chatbots ⋅ Supporting the creation of customer dashboards, a central hub of all customer insights and related data of the platforms of different business units (CX, reputation, customer service, CRM) with unified classifications of root causes ⋅ Responsible for the group's public online reputation as well as +15 Trusted Shops and Trustpilot accounts, implementation of AI automations for public responses, implementing actions to boost review scores Global team success (+15 shops): → improved NPS / OSAT [increased CLV] → found +200 bugs [increased CVR] → AI-related efficiencies: new AI chatbots [cost savings] → next-level self-service: more precise order tracking [better delivery quota] → improved online reputation scores
After successfully setting up the CX business unit, I was tasked with managing an IT-scrum-team for agile product development, while also hiring and welcoming the first team members in my CX team. • Steered an 8 people scrum IT-team of front-end and back-end developers, business analyst, scrum master and quality assurance engineers, while also managing CX team members • Developed the CX product roadmap, in line with company OKRs • Responsible for agile product development, product and sprint backlogs, prioritized features and improvements, calculated business value and estimated tasks with the IT-team • Primary point of contact for stakeholder communication between business units, harmonizing CX priorities with business goals, presented final product to upper management • Defined a more mature CX strategy, using customer insights and data analytics • Organized scrum ceremonies of daily stand-up, sprint planning, review and retrospective • Set up a technical documentation hub for the company to store product solution details and conditions • Identified risks and dependencies to ensure timely delivery of high-impact features for a better journey, in particular during peak season CX project innovations (20 shops): → Implemented the group's first order status pages for efficient order tracking [cost reductions in customer service] → New Shipping Options: DHL Packstation, UPS Access Points [better delivery quota] → Address Check: Front-end validation for Paypal Express [cost reductions] → Image Enhancement: Printer tech adjustments [less refunds]
When moving back to Germany, I was entrusted with the inauguration of a new Customer Experience business unit, starting as a one-man show and laying the foundation for data-driven improvements of the customer journey. By introducing the group's first customer feedback and experience platform and cross-functional collaboration, I established CX as a key driver for business decisions. This marked a significant transformation in how customer feedback was integrated, shifting from assumptions to a structured, data-driven strategy that became a pillar of the company's projects roadmap to improve customer satisfaction. • Established the CX business unit with a hiring plan to rapidly grow the team • Implemented the first customer feedback and experience optimization platform in the group‘s history (Usabilla) which enabled data-driven decision-making by identifying bugs, customer journey pain points and improvement opportunities • Set up feedback automations, pushing real-time feedback into Slack channels for actions with other teams • Developed dashboards for NPS, OSAT, CSAT with data analysis & KPI reports • Implemented the company's first Chatbots by Salesforce Service Cloud (Einstein) in order to set milestone for customer self-service • Project Management, using JIRA to write tasks for IT in line with stakeholders • A/B-testing of new features with Visual Web Optimizer • Introduced unboxing experience: branded parcels, contest flyers and thank-you cards in line with the production factories and marketing teams • Launched cross-marketing activities to drive engagement and retention: e.g. ‚The Story Behind your photo‘ social media campaign
Euroflorist is the market leader of flower delivery services in Europe. The company was one of the world’s first 100 ecommerce companies when launched in 1995. It is a purely Agile driven company using the scrum technique. Having the ownership of the two websites (.de and .at), my role consists in transforming the sites into a world class e-commerce experience using a data driven and customer-centric approach while respecting local specificities. Furthermore, I am directly involved in the Digital Marketing strategy. I report directly to the eCommerce director. • Responsible for German & Austrian online sales, budget and overall market KPIs, ensuring that benefit-driven targets are met or exceeded • Main KPIs: Conversion Rate & Average Order Value. Supporting KPIs: Net Promoter Score, Traffic, Margins, Customer Lifetime Value, Reach • Actively involved in major website development projects to prepare the company for the future (e.g. improved efficencies in checkout or user-friendly mobile sites) • Working closely together with stakeholders such as developers, UX, CRO, developers, product owner and further departments in the daily operations of the sites and to improve conversion • Analysing web statistics in Google Analytics and deriving actions for website optimizations (e.g. SEO, SEA) • Planning and tracking of Digital Marketing campaigns: realization and interaction with stakeholders in SEM, Affiliates, Social, CRM, product, content and design • Strategic planning, forecasting and development for the business in the respective markets • Follow-up on A/B tests; user testing • Communication and negotiations with partners • Product owner of product detail pages focusing on continuous optimisation • Extensive Market Analysis Report #optimisation #JIRA #UX #CRO #scrum #agile #ABtests #mobilefirst
British premium fashion and lifestyle brand, £456M turnover in 2016, worldwide head office. I played an instrumental role in the German and French websites launch and localisation. Then, I became the point of reference for the tedbaker.de and .fr sites content: Project Management: • Managed country specific adaptations, performance, content and future development • Managed all translations with translation company (briefings, reviews) • Troubleshooting and fixed errors with service providers, testing (UAT) on multiple devices, test orders Cross-Department function: • Interaction with developers, designers, copywriters, CRM, marketing, paid search, affiliation, trade and customer services, to provide input and ensure highest quality standards and consistent international brand representation • Provided content for German Facebook account • Implementation of new SEO strategy for international sites • Active contribution in "shoppable" film by Guy Ritchie Traffic Management/Analysis/Budget: • Content report: tracking, analysing site KPIs e.g. visits, revenues, orders and developing strategies to improve conversion • Internal Search report: analysed shopping behavior and optimisation to increase conversion and sales volume • Monitored business KPIs, cross-market comparisons • Observation of translation budget and analysis of cost evolution Achievements: → Managed activation of country specific payment options and optimised checkout → Increased visits, orders and revenues by 5 vs. untranslated website versions → Significantly reduced % of leaving customers by reducing frictions at checkout → Reduced translation costs while implementing efficient processes → Introduced new EU clothing sizing system and reduced returns rate → Successful team management (3 pers.) as interim Hybris (PIM, WCMS, HMC), AX Microsoft, CIMS, SDL Fredhopper, Neoworks Jira System dashboard, Google Adwords, Omniture Adobe Analytics (SiteCatalyst, Adhoc Analysis), Google Analytics, Trusted Shops
I played a crucial role during the German website launch and localisation. Then, I managed the entire site’s content, performance and future development: • Managed site changes (products, copy, imagery, editorials and legal) • Worked with the translation company to ensure that copy fulfills company’s standards • Conducted user testing (UAT) on different devices and browsers • Troubleshooting, briefings, found solutions with service providers • Cross-department interactions (copywriters, designers, customer service, paid search, affiliates and marketing) to ensure consistent international representation • Gave insight based on my native German cultural background to optimise customer shopping experience and website adaptation • Used strong SEO knowledge for full site optimisation • Ensured flawless website performance and perfect timing during sales or promotions • Monitored website and business KPI’s, performance and shopping behaviour • Ownership of internal search to drive sales and conversion (weekly search analysis and report) • Produced a weekly content report to outline traffic, shopping behaviour, orders and revenues • Provided copy input for Social Media and CRM and campaign outcome monitoring → Significantly reduced bounce rate by optimising internal search → Managed the integration of specific payment options (Sofortüberweisung, Giropay, Sepa) → Improved customer journey efficiency by clarifying and optimising checkout
Atlasformen is a French company, specialised in distance selling of ready-to-wear fashion and had €163M turnover in 2016. The office is located in the 8th arrondissement. My focus was on the markets Germany, Austria and Switzerland: • Customer acquisition and retention through print media marketing actions • Adapted and created promotions/ad campaigns to the characteristics and expectations of the target markets • Managed business partnerships for parcels and press, developed media- and marketing plans, conducted benchmarks, project briefings, product pricing • Selected right target groups from database (purchase power, multiple buyers…) • Followed and analysing the campaigns’ efficiency and weekly reporting • Worked with a network of stakeholders (external service providers, designers, agencies, printers, translators…) • Briefed and supervised e-mail campaigns for online department • Management of a product manager assistant → Found new business opportunities → Developed strong negotiation skills in a cost-efficient environment → Facilitated ordering process of fashion items for customers