E-Commerce & Marketing Business Consultant

9/2024 – offen

As a consultant, I advise on optimizing team structures and workflows within the Customer Service Center. The project focuses on enhancing efficiency, improving service quality, and implementing a Performance Management System (PMS), while fostering the professional development and satisfaction of team members.

Key responsibilities include:
• Data Collection and Analysis: I lead the process of gathering KPIs, reviewing team structures, and documenting current workflows to gain a comprehensive understanding of the team’s strengths and areas for improvement. (IST-Analysis)

• Benchmarking and Goal Setting:
I conduct industry benchmarking to define realistic performance goals and work with the team to establish a clear vision for organizational improvement. I also perform a structured GAP analysis to identify
discrepancies between the current and desired states.

• Team Structure Implementation: I advise on developing and implementing a new team structure, focusing on clear roles, responsibilities, and reporting lines. Additionally, I facilitate the introduction of a 360-degree feedback process to promote continuous learning and development.

• Process Automation and Performance Monitoring: I guide the team through automating recurring processes and establish a regular performance review system to track key KPIs, ensuring ongoing efficiency and productivity improvements.

• Training and Development: I design and implement training programs to equip the team with the skills needed for their new roles, promoting continuous learning and personal growth.

• Project Oversight: I coordinate the implementation of the Performance
Management System, ensuring regular reporting and feedback loops are in place to monitor progress and address potential challenges.

Confluence, Projektstrukturierung, Projektteambildung / -entwicklung, Prozessberatung

5/2020 – offen

Projects and Achievements:

• Revenue Growth and Expansion:
Responsible for significant revenue increases and sustainable growth across 16 online shops in eight countries.
Skills: Strategic Management, Data-Driven Marketing, KPI Management, Budget Planning, Team Leadership

• Operational Process Optimization: Implemented agile working methods and Atlassian tools such as Jira and Confluence to optimize processes and enhance communication flows between departments, Restructuring Customer Service Center
Skills: Project Management (Agile, Scrum), Process Optimization, Tools Implementation (JIRA, Confluence), Communication Management

• KPI Management and Data-Driven Decisions: Achieved success through data- driven decision-making processes and innovative marketing strategies, improving profitability and conversion rates.
Skills: Data Analysis, KPI Management, Decision-Making, Reporting

Budgetierung, Power Bi, Strategische Unternehmensplanung, Strategisches Marketing, Team Building

1/2020 – 4/2020

• Strategy Development:
Developed and optimized digital strategies and e-commerce solutions.
Skills: Strategic Planning, Client Consulting, Market Analysis, Process Optimization

• Implementation of Data Analysis Tools:
Promoted innovation and improved data processing through the implementation of appropriate tools.
Skills: Technical Implementation, Data Analysis, Innovation Management, Team Leadership

• B2C Process Optimization: Integrated predictive models for customer retention and optimized business processes in the B2C sector. S
kills: Business Process Management, Predictive Modeling, Customer Retention

Confluence, CRM (Customer Relationship Management), Innovationsmanagement, Jira, Projektmanagement (IT)