Switzerland
Enthusiastic Digital Channel & Product Development Manager with 15+ years of experience. Proven track record of achieving digital business growth in multiple sectors. Passionate for digital innovations and data-driven customer experience. Collaborative team player in agile and multicultural environments.
Endress+Hauser is a global leader in measurement and automation technology for process and laboratory applications. The company headquartered in Switzerland, achieved net sales of 4 billion euros in the previous financial year, with a total workforce of more than 18'000. The company's own sales centers provide support in over 50 countries, with representatives in further 70 countries.
Responsibilities: ➤ Product Owner of website, customer portal (B2C & B2B) and digital analytics ➤ Established and guided cross-functional agile development team of 18 people ➤ Initiated agile transformation across departments, implemented Scrum, Kanban, UX & Service Design ➤ Developed roadmap, requirements, user stories from conceptualization to go-to-market activities ➤ Improved performance by leveraging web analytics, direct user feedbacks and customer satisfaction analysis Achievements: ➤ Delivered 90+ new digital services, 150+ new features leading to 3x increase in customer satisfaction (tNPS) ➤ Increased registrations (+146%), feature usage (+212%), share of digital contacts (20% to 45-60%) ➤ Introduced next best activity ecosystem with 4x growth of My Documents user base (2021 to 2023) ➤ 12% revenue increase in digital customer base (2022); 49% uplift in upsell lead generation (2021)
Responsibilities: ➤ Product Owner of website and customer portal for B2B clients (from Small to Enterprise segments) ➤ Leading digital transformation of products & processes with self-service solutions & content development ➤ Driven IT implementation, supported multi-channel marketing communication & customer trainings Achievements: ➤ Completely rebuilt B2B self-service platform including 50+ services using agile development framework ➤ Launched new mobile fleet management, 4x more services: digital sales, billing, reporting, service settings ➤ Contributed to major enterprise contract signings (e.g., Nestlé) with tailored digital solutions
Responsibilities: ➤ Product owner of website, online shop, customer portal covering UX & UI design, Analytics and SEO ➤ Focus areas: Ecommerce & Content management, Conversion optimization, Email marketing, B2B revamp ➤ Implemented local & international initiatives: new digital products, promotions, marketing campaigns Achievements: ➤ Online sales share +31% (2014); Conversion success rate: +20% Website (2015), +46% Webshop (2013) ➤ Implemented Adobe Experience Manager CMS including rebranding of websites with new user journeys ➤ New e-commerce platform & SEO module for mobile devices; Offer configurator with +33% order value ➤ Launched marketing automation & personalization with Adobe Marketing Cloud (website, e-mail, CRM)
Responsibilities: ➤ Product owner of internet and voice services; Managed development of products, offers and processes ➤ Coordinated product marketing campaigns; Implemented sales and communications materials ➤ Regularly analysed and improved product and campaign performance within customer segments Achievements: ➤ Developed a go-to-market proposition for introducing a new mobile internet product line ➤ Became single point of contact for outbound sales campaigns at Marketing department ➤ Implemented a multi-channel product guide of voice services for both customers and agents
Responsibilities: ➤ End-to-end management of direct marketing sales and retention campaigns for existing customers ➤ Leading introduction of new offers, cross-sell, upsell, customer engagement and retention activities ➤ Anaysis of customer life-cycle segments & behaviour; Enhancing campaign efficiency & revenue streams Achievements: ➤ Introduced a campaign management system with marketing automation, micro-segmentation ➤ Developed a customer incentive program with CHF 5 million incremental revenue in 1 year