Interim Manager Customer Service & Care & Sales

7/2019 – offen

• Establish and lead the Service organisation (Customer and Technical Service)
• Merge three single Customer Service organisation and establish a new Customer Service Management team
• Management of 6-10 managers and 150 staff at the location Bensheim and 60 staff in Charlotte, USA.
• Develop and implement a new Customer Service vision and strategy to improve performance, costs and utilise automation and technology to achieve outstanding customer experience
• Managing all budget, personnel, business process and overall performance of Customer Service
• Close collaboration with the global and DACH commercial team to achieve sales (exceeding 1.4 Billion €) and profit targets

Kundendienst

9/2015 – 6/2019

• Establish and lead the newly created Customer Service organisation of EMEA and evolve the organisation into a full-range Customer experience center
• Management of 8 managers and 120 staff at different locations in 20 countries
• Develop a vision for driving a high-performance work culture that will leverage industry best practices and technology to transform into a top industry performer with respect to service metrics
• Managing all budget, personnel, business process and overall performance of Customer Service operations, including billing and resource management
• Close collaboration with commercial to achieve sales (exceeding 1 Billion €) and profit targets of EMEA

Kundendienst

4/2015 – 8/2015

Die verantwortete Organisation hatte 80 Mitarbeiter an mehreren Standorten.

• Analyse Ist-Situation Kundenserviceorganisation (mehrere Standorte)
• Operative Sofortmaßnahmen
• Zieldefinition Organisation Kundenservice
• Entwicklung KPI Dashboard
• Operative Leitung des Kundenservice EMEA

Einführung Projektmanagement