Lunenburg, Lower Saxony, Germany
Highly energetic, experienced Leader in Customer Care, Customer Service and Customer Relationsship Management in a variety of industries, in fast paced, action-oriented, Fortune 500 corporations. Proven success in achieving results with a strong understanding of business goals and a persistent drive of initiatives in support of bottom line results. + Experienced Operations and Service Manager responsible for managing international multi-level-organisations + Proven track record in the transformation and reorganisation of service units, as well as a sustainable improvement in customer satisfaction and service quality + Intense focus on KPI control management, improving efficiency and cost optimization + Strong leadership skills with a focus on team development, change management and cross-border collaboration
Management of multi-level service organisation with 11 Service Teamleaders + Responsible for Service Operations: Field Service, Technical Customer Support, Customer Care & CS Backoffice in the DACH region + Ensuring the effective execution of all Consumer Services activities whilst adhering to the cost budget and KPI targets + Reviewing and adapting the Consumer Services organisational structure + Promoting cross-border collaboration + Team building and employee development + Introduction of a standardised reporting system with Key Performance Indicators Achievements: + Project management of the integration of Bauknecht and Beko DACH service operations in FY 2025 >20% cost savings through process optimisation + Project planning and execution of Bauknecht Consumer Services Transformation in Germany in 2021/22, reducing Speed of Service from 13 to 6 working days + Increase of customer satisfaction using the 5Star-Rating by 15% from 5* 3,56 to 4,21 in FY2022/23/24 + Increase in service revenue in 2023/24 (out of warranty) by 22%
Management of multi-level service organisation with 11 CS Managers + Responsible for Customer Care, Field Service & Technical Customer Support in the region Central Europe (DE, CH, IT) + Effective and productive service execution of all Customer Service activites with focus on service revenues and cost budgets + Induction and continuous enhancement of Customer Services organisation based on Heidelberg organizational blueprint focusing on re-structuring the region and simplification of organization + Implementation of reporting with Key Performance Indicators Achievements: + Measurement and Improvement of Customer Satisfaction by using Net Promoter Score method (Increase of 14% from NPS 34 to 58 in FY2020) + >10% reduction of labour costs through standardization of Customer Care processes and consolidation of market activities for DACH-region
Management of multi-level-organisation with 7 Service-Managern and 80 employees in total + Responsible for Customer Care, Technical Customer Support & Field Service in the area Centra Eeastern Europe-India-Middle East + Strategic planning and implementation of strategy to achieve company objectives, revenues & cost budgets + Ensuring Service quality and customer satisfaction + Team building and employee development + Optimization of internal and external process workflows Achievements: + Project Manager of successfull global CRM implementation project „Salesforce for Service” in 2018/2019 + Improved service engineer schedulling and reduced travel times for the field service team thanks to the new CRM-system + Generating additional revenues with existing customers through Cross- and Upselling activities
Management of multi-level-organisation with 6 Service Manager and In total 45 employees + Responsible for Customer Care, Technical Customer Support, Field Service & In-House Repair Center + Definition of global Service strategy of Business Unit + Analysis & review of IT-systems (ERP, CRM), with the goal of improving process reliability and efficiency + Supporting customers in pharmaceutical, chemical and food industry & life sciences research sectors Achievements: + Improvement in response times for customer enquiries and complaints by 25% + Continuous improvement of employee satisfaction + Improvement of customer satisfaction using Net Promoter Score by 17% within 1 year, despite closure of site + Increase of product availability (>99%) for our customers by expanding the number of consignment warehouses in Europe from 300 to >500
Management of 3 Customer Care teams in Hamburg and Manchester (UK) with 18 employees + Management of Key Accounts in food industry + Allocation management in conjunction with Supply Chain + Ensure compliances to ISO-procedures and SOX-requirements + 15% increase in order volume from customer base through the introduction of same-day order processing