Germany
About Me • Customer Operations Expert: 15+ years of experience leading international teams in Germany, Japan, and the USA. • Process Optimization Specialist: Expert in designing and scaling business workflows at the intersection of Logistics and Sales, Support, and Customer Account Management. • Stakeholder Management: Driving complex projects to success by leveraging a strong internal network and a deep understanding of business logic. • Mentor & Leader: Focused on building trust-based relationships and fostering individual professional growth; frequently described as a "rock in the surf" (Fels in der Brandung) during high-pressure situations. • Background: M.A. in Humanities & Political Science (awarded for outstanding academic achievement) with a lifelong passion for music, music production and literature.
Focussing on driving operational efficiency and customer experience across Native Instruments Group by optimizing business processes and aligning CRM, ERP, and e-commerce systems with strategic objectives. Key achievements: Automation: Increased license transfer automation from 74% to 95%, improving scalability, resource allocation, and customer response times. Systems Migration: Supported the company-wide migration from Magento to Shopify, ensuring the integrity of complex customer data flows. Process Optimization: Automated the end-to-end returns lifecycle and integrated return data across Customer Care, Finance, and Supply Chain. Introduced RMA workflow imrpovements with the internal solutions team and digital refund automation, generating annual savings exceeding €500K.
Following the merger of Native Instruments, iZotope, and Plugin Alliance, I led the global unification of Customer & Account Care operations across multiple brands and regions, with full budget responsibility. Key achievements: Unified global support operations and processes across three brands under a centralized customer care strategy. Partnered with leadership and engineering teams to design and deploy a single global Zendesk environment supporting post-merger integration. Increased operational efficiency through the adoption of AI-driven workflows, reducing manual and repetitive support tasks. Co-founded a dedicated Customer Care Engineering team focused on developing and optimizing internal support applications. Collaborated closely with Sales, Marketing, Web Development, Supply Chain, and Finance to ensure seamless operational alignment during and after the merger.
Promoted to Global Department Head with full ownership of Americas, EMEA & APAC (Japan) support operations — unifying three regions under a single strategic framework while maintaining prior responsibilities. International Workflow Standardization: Architected and implemented a global operating blueprint, consolidating disparate regional workflows into one cohesive framework. Regulatory & Logistical Adaptation: Localized global support processes to meet regional legal and logistical requirements, including direct leadership of a dedicated Hardware Support team overseeing reverse logistics and repairs. Cross-Cultural Team Integration: Served as the key liaison across international leadership teams, fostering collaboration through cultural awareness and inclusive leadership. Global Resource Optimization: Standardized training and support playbooks across all regions to ensure consistent service delivery worldwide.
As part of the multi-brand company Native Instruments
Responsible for streamlining processes as part of change management within the multi-brand company Native Instruments.
As part of the multi-brand company Native Instruments
Responsible for streamlining processes as part of change management within the multi-brand company Native Instruments.
Editorial Work (Freelance / Retainer Basis): - Project & Production Assistance: Managed artist relations and provided production assistance for high-profile audio productions (including an audiobook production featuring Ulrich Noethen at the RIAS Studio Berlin). - Quality Management & Post-Production: Screened manuscripts and audio productions, copy-edited audiobook scripts, and assisted throughout the post-production lifecycle.
Redaction & Event Management (Internship): - Edition Management & Content Creation: Spearheaded the editorial processing of specific editions, including copywriting for blurb/jacket texts and managing cross-functional workflows. - Artist & Rights Management: Maintained direct communication with actors and voice talents; secured image and licensing rights for CD artwork and packaging design. - Vendor Coordination: Coordinated with external graphic design agencies to drive cover design and visual product execution. - Event & Trade Show Operations: Managed and executed a major audio-drama night event during the Lit.Cologne festival in Cologne; represented the publisher at trade show booths and handled day-to-day B2C customer care.
As a Working Student in Production and Material Flow Control, I took on the following responsibilities: - Monitoring material flow at the headquarters - Assembly and packaging of AVM products and shipments - Controlling inbound and outbound goods at the headquarters - Inspecting and verifying quality standards - Providing customer support via telephone