Analytics & CRM Senior Director

3/2013 – 12/2023

 Leading and implementing data driven strategic initiatives by defining goals, roadmaps and book of work for EMEA considering budget and resources;
 Managing and driving the team to deliver various strategic analytics solutions across EMEA region by using the newest technologies, big data and global standards;
 Designing and leading AI&ML solutions for the Region and creating best possible actions for clients;
 Active management of Global & Regional BAU and ad-hoc requests for C-level Leadership:
 Overseeing preparation of strategy decks and supporting materials for senior forums;
 Leading transactional analysis to identify risk and opportunities. (e.g. Creating prospects from SWIFT/SEPA data by identifying the supply chain of the clients, Russia Exposure);
 Designing and leading client centric CRM projects across the region and championing the Global CRM solutions: e.g. Customer Experience (CX) Measurement and Churn Machine Learning Projects;
 Leading strategic non-financial risk projects e.g. EWRA (enterprise-wide risk assessment), FCC & Activity Reporting;
 Leading the Reconciliation via Data-Lake projects to support the Branchification of Commercial Banking Germany and other branches of Commercial Banking France;
 Supporting Data Quality and Data Governance activities;
 Managing delivery of requests of Regulatory and standard-setting bodies (e.g. ECB)
 Aligning local teams with the global strategy and implementing best practices across EMEA;
 Coaching, training and fostering development of team members and coaching circles.

Big Data, Business Intelligence and Reporting Tools (BIRT), Business Intelligence (BI), CRM (Customer Relationship Management), Data Mining, Data Science, Maschinelles Lernen, Projektleitung / Teamleitung (IT), Strategisches Management

5/2010 – 3/2013

 Established and led CRM Analytics, Proactive Churn Management teams, led the Digital Transformation and data/driven strategies of the company;
 Coached and trained the teams accordingly with advanced Analytics and Campaign Mng Tools;
 Led the Inbound Smart Actions (Next Best Action) based on ML solutions to manage the CX by choosing the most appropriate action to the customers based on the customer’s Action Segments;
 Led the data governance and quality activities;
 Designed and led Marketing Data Mart project for campaign management and analytics;
 Started a Call Center team with 20 call center agents, designed the processes to proactively call and convince the subscribers to stay, who are highly probable to end their subscriptions;
 Led the implementation project of SAS MA Campaign Management Tool;
 Led the CRM Campaigns based on ML solutions from all channels;
 Designed and led NPS (Net Promoter Score) processes and aligned the CX activities;
 Coaching, training and fostering development of team members.

Big Data, Business Intelligence (BI), Predictive Analytics, Maschinelles Lernen, Projektleitung / Teamleitung (IT), Digitale Transformation, Kundenanalyse, Strategisches Marketing, CRM (Customer Relationship Management)

9/2006 – 5/2010

 Led CRM Analytics and CRM Data Quality Teams;
 Led the Data Mining, Predictive Analysis and Segmentation activities;
 Led the data governance and quality activities;
 Managed CRM Campaigns (for various periods) across Channels including Alternative channels;
 Designed and implemented daily Campaign Measurement process;
 Aligned Customer Activity definition with the group and created attrition MI packs. Designed Predictive Churn Models enabled proactive churn and retention actions;
 Designed Data Quality Scorecards and devised strategies to improve Data Quality.

Big Data, Business Analysis, Data Mining, Data Science, Engineering data management (EDM), Maschinelles Lernen, Predictive Analytics, Projektleitung / Teamleitung (IT)