Samuel Bauer

Director eCommerce & Service Excellence | Turning Data, Technology & Operational Excellence into Competitive Advantage

Cologne Bonn Region

About

Experienced leader with a passion for driving transformation across ecommerce customer service, CX, and business operations. š—Ŗš—µš—®š˜ š—œ š˜€š—½š—²š—°š—¶š—³š—¶š—°š—®š—¹š—¹š˜† š—±š—¼: Ā» Design & implement successful customer engagement strategies Ā» Customer service & operations transformation Ā» Design, implement & enhance (agile) customer-facing organizations Ā» Define, create & improve omni-channel contact centre performance Ā» Voice to digital deflection & innovation Ā» CRM implementation & design (Salesforce, Dynamics 365, Zendesk) Ā» Execute technology & service RFPs as well as system rollouts Ā» Design & rollout of individual self-service solutions Ā» Implement customer service analytics and performance management Ā» Establish or improve BPO relationships

Experience

  • DKV Mobility (Full-time Ā· 4 yrs 9 mos)
    • Director eCommerce & Service Excellence
      Dec 2025 - Present Ā· 7 mos

    • Director Customer Service Excellence
      Oct 2023 - Nov 2025 Ā· 2 yrs 2 mos

    • Head of Service Excellence
      Oct 2021 - Sep 2023 Ā· 2 yrs

  • Head of Customer Excellence at SilverTours GmbH
    Dec 2019 - Sep 2021 Ā· 1 yr 10 mos

  • Director Product & Customer Experience freenet TV at MEDIA BROADCAST GmbH
    Jan 2019 - Nov 2019 Ā· 11 mos

  • SEVEN PRINCIPLES AG (Cologne Area, Germany)
    • Senior Consultant | Team Manager
      May 2017 - Dec 2018 Ā· 1 yr 8 mos

    • Consultant
      Jul 2016 - May 2017 Ā· 11 mos

  • Junior Consultant at Utility Partners GmbH
    Aug 2015 - Jul 2016 Ā· 1 yr