Zurich, Zurich, Switzerland
I’m an experienced business leader with 20 years in Telecommunication (Vodafone - Germany, Odido - Netherlands, Sunrise - Switzerland) and FMCG (Protect & Gamble - HU/CH). I have a consistent track record to step change P&L performance and customer experience. Managed between 12bn to 1.5bn customer base in telco, and drove several successful business transformations to step change performance by+50% x-sales; -15% churn reduction; and +20% NPS improvement. My passion lies in transforming businesses by putting vision & strategy into commercial practice. I live a “Dare, Drive, Deliver” attitude.
As Executive Consultant at Vodafone Germany, Europe’s second-largest telecom operator, I lead key initiatives to transform the consumer business, build new business capabilities, and empower Frontline teams to deliver exceptional customer experiences. Focus Areas: • Business transformation and performance improvement • Capability building and operational/sales excellence • Frontline enablement and customer experience innovation • Digitalization and process optimization • Strategic programs supporting Vodafone’s BUD ’26 goals Key Strengths: Leadership | Transformation | Strategy Execution | Value Management | Customer Experience | Digital Innovation | Operational Excellence | Sales Excellence
This strategic initiative was launched to strengthen customer value and retention across the business by embedding a holistic value management approach and enhancing churn mitigation capabilities. The program aligned commercial, financial, and operational levers to drive sustainable growth, improve profitability, and reinforce customer loyalty in an increasingly competitive market. Objectives: • Establish an enterprise-wide Value Management Framework to optimize customer and product profitability. • Reduce customer churn by addressing key behavioral, experiential, and competitive drivers. • Enhance customer lifetime value (CLV) through data-led decision-making and differentiated retention strategies. Strategic Approach: • Introduced a cross-functional governance model integrating insights from Marketing, Finance, and Customer Operations to ensure alignment on value creation priorities. • Optimized pricing, offers, and loyalty programs to balance short-term revenue with long-term customer equity. • Design automated reports to monitor performance, value realization, and churn trends across the business.
• Spearheaded the optimization of customer lifecycle management at Odido, enhancing customer journeys and reducing churn. • Developed strategies that maximized customer value, leading to improved retention rates. • Collaborated with cross-functional teams to enable new business capabilities, driving operational efficiency.
Telco companies have one of the oldest IT stacks in the world, they have limited capabilities to serve customers, and that is why they treat everyone the same. In this role, my vision and mission was to bring to life the “Segment of 1”, where every customer is treated in an individual way. This digital transformation revolutionizes the value management and customer experience in Telco industry. • +13% Total Order Value increase driven by individualized offer creation (over 1MM possible combinations) • +15 NPS points improvement in sales interactions due to new Omnichannel Sales Journeys which are 2x faster and have -50% less steps • Go-to-market promotion creation reduced to 5-20min vs. 4 weeks • Leading 6 squads with approx. 70-80 people • Reporting to Chief Commercial Officer, member of the leadership team Responsibilities: • Digital Transformation • MarTech stack • AI Segmentation and Pricing • Sales enablement • Customer Acquisition • Omnichannel marketing • Stakeholder management • Personalization • Lead Generation & Management • Customer Journey Design (CX)
In 2020 Nov, UPC has purchased Sunrise and the merger has started. In this role, I was responsible to manage the Sunrise and UPC Customer Base & Retention: strategies, business processes, teams, and to manage all post-merger integration initiatives towards the existing customer bases. • +5% X-sell increase by the redefined X-sell strategies, and x-brand cannibalization avoidance • +30% value improvement in x-brand migration by the new “Interbrand Migration" process • Streamlined Retention strategies and business processes across UPC & SR • Merging and leading 2 Customer Base & Retention MKT organizations into 1 (5 teams, 35 people) • Reporting to Chief Marketing Officer , member of the leadership team Responsibilities: • Customer Lifecycle Management • Data-driven Marketing • Visionary Leadership • Post Merger Integration • Marketing Automation • Forecasting & Reporting • Talent development
Telco companies historically focused only on new acquisitions, but the saturated markets made this game very expensive, and a change in strategy was needed. In this role, I was responsible to define and implement a new business strategy which focused on generating the value/growth within the “existing” customer base and not acquiring “new” from the market. 3 focus areas: • +20% NPS improvement YOY by the “Proactive Customer Satisfaction (NPS) Boost” Strategy: proactive upgrade of over 60% of the entire customer base with free ”perks” in 9 months • +40% increase in X-sell sales orders YOY by the new company wide “X-sell Program”. X-sell share of total orders reached 45%, and X-sell became the only source of growth. • +5MM in 2019, +20MM Rev./GP in 2020 from new “Up-sell Program” which enabled customers to upgrade with individual pricing offers • Leading 3 teams with approx. 12 people • Reporting to Chief Commercial Officer , member of the leadership team Responsibilities: • Growth Initiatives • Pricing strategy • CRM Platforms • Segmentation • Conversion optimization • Team Leadership • Customer Engagement • ROI analysis • Go-to-market strategy • Marketing Analytics
- New brand-positioning + architecture developed for the 3 chewing gum brands (Trident, Hollywood, Stimorol) across Europe. Harmonized ~1'500 different SKUs. - Re-staging of the Milka brand, and multiple new product launches in bisket and tablet categories. - Launched 3 brand & commercial innovations on the Pampers brand in the CEEMEA region. Brand Positioning + Architecture | Strategic & Creative Consultancy | Category & competitive analysis | Visual Identity Design | Packaging Design