About
As General Manager for digital business, I deliver superior levels of revenue (up to doubling it in 1 year), customer and employee satisfaction by developing customer centric strategies, high performing teams and by making changes last. Resourceful, dynamic, and ambitious executive, bringing 20 years of exemplary achievements in strategic plans that drive sustainable success in revenue growth by reducing churn, developing attractive personalised offers to push sales. Initiates and leads continuous improvements of business processes to deliver best service, high customer satisfaction, a customer centric culture and efficiency gains at the same time. Drives high team performance by transformative leadership, delegation of responsibilities, personal development, and a strong team culture. Offers strengths in execution in agile environments by developing joint strategies, smart milestones & OKRs, motivating & supporting teams to deliver and celebrate the results. A few key accomplishments:…
Experience
Senior Business Advisor
SHB Business Solutions GmbH · Ottobrunn, Bavaria, Germany
Ceo & Cro
Chief Revenue Officer (Cro)
Etiscan GmbH · Wöllstadt, Hessen, Deutschland
Consultancy in the Field of Business Transformation, Commercial Growth & Customer Success
Digital Transformation & Growth, Customer Success & Experience · Munich, Bavaria, Germany
Consultancy in the field of Business Transformation, Commercial Growth & Customer Success - Implementation of Security Operation Center and a Security Information & Event Management System (SIEM) for Internet Service Provider - Improve churn rate of 10% for B2B ISP - Exit Strategy & Growth Plan for digital conference platform
Managing Director
FANOMENA GMBH- GERMANY, CEO Fanomena is a SaaS technology startup funded by 4 big investors that offers digital products in the event industry and supports them in their digital transformation. Task: CEO, growth strategies and motivation of teams (IT, Sales & Marketing, product management & UX, finance and HR) - Conceptualized, built, implemented, and maintained a digital event platform for large events - Defined & executed a multi-channel Marketing Plan & Sales Strategy - Manage Investor Relations
Consultancy in the Field of Business Transformation, Commercial Growth & Customer Success
Business Transformation, Commercial Growth & Customer Success, Interim Management
Consultancy in the field of Business Transformation, Commercial Growth & Customer Success: - Strategy & Growth Plan for digital conference platform startup - Design & Development of Fixed Mobile Solutions Product for big TMT player
Interim Ceo
Star-Trademarks
Star-Trademarks builds and sells children's & youth bikes of great cost/benefit ratio online only. Every bike should not just bring joy to a single child but as many children as possible. Task: CEO, growth strategy and transformation, Marketing, Business Development Selected Contributions: - Drove growth rate of 90%, executing a strategy across new marketplaces and products. - Designed brand and product development for a premium child's bike (PaaS), which included a webshop and an innovative business model. - Initiated a successful business launch in the US, Spain, The Netherlands, and Sweden.
Chairman and Managing Director Munich Rethink Gmbh
Munich Re (Group) · Munich Area, Germany
Munich ReThink (now Munich Re Markets GmbH) was a digital StartUp and a 100% venture of Munich Re AG; it was the most significant innovation project and a subsidiary dedicated to the development and deployment of the digitally focused business. Task: CEO, growth strategy to scale the business and sell the product to Insurance companies in Europe Selected Contributions: - Generated €8m in series-A funding and instrumental in sales innovation that created profits. - Honored with the 'Indigo Design Award' in 2019 for a digital life insurance platform (Garden app) and managed further development improvements of the SaveUp platform and services package. - Successful pivot from a digital life insurance platform provider to a provider of digital investment products.
Senior Vice President Transformation Commercial Functions Sky Deutschland Gmbh
Sky Deutschland AG · München
Task: Transform CCO department to a customer & market insight driven unit by several digital European initiatives. Selected Contributions: - Delivered pan-European strategies such as innovative customer/market insight functionality, to become the world's most customer centric entertainment, and Telecommunications Company. - Triggered a 30 % increase in revenue in year one, through new structuring, pricing, packaging, and digital go-to-market initiatives for Sky Media.
Senior Vice President Customer Service | Managing Director Sky Deutschland Fernsehen Gmbh & Co. Kg
Sky Deutschland AG · Munich Area, Germany
Performed in a multi-faceted executive role, responsible for leading B2B and B2C services across Germany and Austria, and served as key member of the Duty Team executives, accountable for resolving critical incidents. Led cross-functional teams of 1,100 internal staff members and nine direct reports. Drove superiority in service center, customer center, revenue, relationship management, service improvements, projects, digital transformations, performance management, service excellence, and operations management. Some key achievements include: - Boosted customer satisfaction by 15%, upselling by 67%, 40% increase in eCare rates, and a 30% reduction in personal service contacts. - Encouraged superior business reputation, and drove growth that resulted in several company awards, to include: 'Service Champion', 'Best Premium TV Provider', and 'Best Social Media Team' of the Year. - Delivered successful transformations across customer service that aligned with growth plans, and established…
Senior Manager | Bu Lead - Munich Office
Live Reply GmbH - Reply SpA Group · Munich
I was engaged as Senior Manager / BU Lead to oversee and coordinate the end to end establishment of business operations in South Germany, Austria and Switzerland. Most notably, I was instrumental in securing 60 leads in a 6-month period resulting in 20 conversions.
Head of Performance Management Customer Services
Telefónica Germany · Munich Area, Germany
During this period, I was tasked with conceptualising, developing, launching and managing the in-house consultancy function with direct reporting line to Board. I designed and introduced a new organisational structure with 1st hierarchy level for CEO ensuring alignment with customer lifecycle. In addition, I oversaw due diligence and post-merger implementation between O2 Germany and Telefonica Deutschland. Most notably, I spearheaded the successful transformation of O2 as the German telecommunications industry customer experience leader through driving complex change and customer improvement initiatives.
Head of Processes & Efficiencies | Manager Corporate Strategy & Business Consulting
Telefónica Germany · Munich Area, Germany
Conceived, launched, and managed in-house consultancy department with direct reporting line to board Drove transformation of O2 as German telecommunications industry customer experience leader by successfully executing complex change and customer life cycle improvement projects Designed new organisational structure (1st hierarchy level) for CEO based on customer life cycle Oversaw due diligence and post-merger implementation between O2 Germany and Telefónica Deutschland
Education
IMD
Advanced Strategic Management
Telefónica University Barcelona
Strategic Leadership Program
Telefónica University Barcelona
Strategic Cultural Change Program for Senior Management
Celerant Institute London
Master Black Belt Certification
Heidelberg University
Master of Arts in Economics
University of Mannheim
Bachelor of Arts in Business Administration, BWL
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