Christian F.-Interim Manager Customer Service, AI, ESG | Expert in Customer Satisfaction, Revenue and Sustainability
Check rate
Experience
Freelance Interim Manager, Head of Operations & Service
DK Household Brands
- Stabilization of Customer Service, logistics and order processing during a transformation phase
- Management of the international warehouse relocation from Switzerland to Germany
- Optimization of processes and reduction of manual work steps in day-to-day operations
- Coordination of international stakeholders to ensure the timely implementation of strategic projects
Freelance Interim Manager, Head of Sales
Contipark Parkgaragengesellschaft mbH
- Redesign of the sales organization
- Implementation of new structures for customer outreach in the B2B and B2C sectors
- Revision of pricing strategies to strengthen competitiveness
- Development and implementation of two central corporate objectives
- Optimization of sales processes
- Management and development of up to 6 sales employees
- Introduction and optimization of Salesforce (CRM) and cloud telephony
Freelance Interim Manager, Head of Customer Service
Contipark Parkgaragengesellschaft mbH
- Reorganization of Customer Service (structure, processes, direction)
- Introduction and optimization of Salesforce (CRM) and cloud telephony
- Recruitment and onboarding of new employees as well as management of 25 employees
- Improvement of communication between internal departments
- Extension of telephone contact hours for end customers and reduction of waiting times to under one minute
- Support with the replacement of 500,000 customer cards
Freelance Interim Manager, Head of Customer Service (DE, AT, Nordics)
Evergreen Garden Care GmbH
- Management and restructuring of Customer Service
- Onboarding, management and development of up to 8 employees
- Improvement of customer service for B2B retail customers by extending availability and introducing EDI solutions
- Strengthening team cohesion in Customer Service
- Improvement of cooperation with other departments
- Development of new service offerings for retail partners
Freelance Interim Manager
Florschütz Consulting
- Development of new business areas and services
- Design of strategic service and customer service projects
- Organizational and process optimization
- Expansion of partner management
- Sustainable increase in customer satisfaction and profit
Head of In-Store and Online Service
Media-Saturn Deutschland GmbH
- Managing and developing employees (5 direct reports and professional responsibility for up to 1,000 service employees)
- Developing, planning and rolling out the Smartbar service concept for MediaMarkt and Saturn (mid-double-digit million revenue)
- Developing, planning and rolling out the “MediaMarkt PowerService” service portfolio
- Further developing and optimizing the MediaMarkt repair service (3 million service cases annually)
- Negotiating and concluding service agreements with suppliers and manufacturers
- Establishing, rolling out and further developing the “MediaMarkt PlusGarantie/PlusSchutz” extended warranty products
- Establishing and optimizing a nationwide on-site service for TVs and large household appliances
Project Manager Customer Service & Warranty Specialist
Media-Saturn Deutschland GmbH
- Managing the nationwide rollout of the extended warranty product for MediaMarkt
- Supporting the implementation and definition of new service processes
- Optimizing cooperation between retail, insurer and service partners
- Analyzing complaints and deriving improvement measures
- Assuming initial responsibility for process optimization in Customer Service
Service Manager (Customer Service & Operations)
Saturn Electrohandelsges. mbH
First management responsibility with a team of six employees in customer service and service operations.
Managing and developing the service and delivery team.
Analyzing and optimizing service, repair and delivery processes.
Reducing repair turnaround times from around 4 weeks to less than 14 days through process optimization.
Introducing initial digital service tools to support service operations.
Project member and service expert during the nationwide implementation of a new service IT system.
Providing professional support for the opening of new Saturn stores, as well as training and onboarding service managers and service employees.
Working closely with sales, logistics, workshops and central service units to continuously improve the customer journey and service quality.
Sales and Customer Service Advisor
Tele-Service GmbH
Responsible for sales, customer advice and service in consumer electronics retail.
Providing comprehensive advice and support to customers in brick-and-mortar retail.
Independently managing purchasing, assortment planning and product presentation for the music (CDs) and video game (PlayStation and Nintendo) categories.
Analyzing sales figures and customer needs to optimize the assortment and product availability.
Ensuring attractive product presentation and actively managing categories at the point of sale.
Supporting customer service with complaints, service inquiries and finding solutions for customers.
Working closely with purchasing, logistics and store management to continuously improve sales and service processes.
Taking on early responsibility for commercial thinking, customer focus and independent assortment decisions.
Industry experience
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Experienced in Retail, Professional Services, Agriculture, Manufacturing, Real Estate, and Automotive.
Business area experience
See which departments and functions this freelancer has contributed to most.
Experienced in Customer Service, Operations, Product Development, Project Management, Sales, and Procurement.
Summary
Christian Florschütz is an Interim Manager Customer Service, Interim Manager After Sales and expert in Customer Service Transformation with more than 20 years of experience in building, transforming and managing Customer Service, After Sales, Service Operations and Customer Operations organizations in retail (brick-and-mortar and e-commerce), the FMCG industry, real estate and service-related companies.
He is particularly engaged when customer service organizations need to be stabilized, restructured or strategically realigned – for example after leadership changes, during growth phases, restructurings, international rollouts, system changes or staffing shortages. His goal is to develop Customer Service from a cost factor into a measurable driver of value and revenue while sustainably improving Service Excellence, customer satisfaction and profitability.
His operational experience ranges from managing international Customer Service and After Sales organizations, Service Operations, Service Logistics, complaint management, Contact Centers and internal sales to optimizing complete Customer Journeys. He combines strategic leadership with a strong hands-on approach and quickly achieves measurable improvements in service quality, accessibility, handling times, First Contact Resolution (FCR), Average Handling Time (AHT), customer satisfaction and operational efficiency.
A particular focus is on the intelligent digitalization of customer service. Christian Florschütz develops and implements practical AI solutions with Voice AI, AI Agents, AI Voice Bots and AI Chatbots (including assistent24, Fonio and Parloa), AI Agents for 24/7 availability, lead qualification, appointment scheduling and service automation. This is complemented by AI-supported workflow automation based on n8n, which efficiently digitalizes service, back-office and reporting processes.
In addition to digitalization, he has extensive experience in building modern service organizations, introducing new service processes, CRM systems and service platforms, and implementing complex transformation and change projects. He supports companies from analyzing existing Customer Service structures, through developing a service and AI strategy, to operational implementation and sustainable integration into day-to-day business.
Another focus is the development of future-ready After Sales strategies that take regulatory requirements such as ESG and the European Right-to-Repair into account. The goal is to build profitable and scalable Service and After Sales models that combine customer satisfaction, sustainability and profitability.
As Interim Manager of the Year, Christian Florschütz stands for clear leadership, fast impact and measurable results. Companies value his ability to stabilize teams, implement change pragmatically and bring Customer Service, AI, process automation and business performance together into a high-performing service organization.
Skills
Interim Management
Change Management
Retail
Customer Service
Fmcg
After Sales Service
Esg
Sustainability
Process Optimization
Ai / Digitalization
Service Leadership
Edi/Edifact/Eancom
Crm Systems (Salesforce, Internal)
Sap S/4hana
Business Central
N8n
Ai Chat And Voice Bots
Microsoft Office
Languages
Education
Baden-Württemberg Cooperative State University Heidenheim
Diplom-Betriebswirt (BA) · Business Administration · Heidenheim, Germany
Certifications & licenses
Certified Partner — AMP 2.0 AI Agent Builder (Foundational)
Parloa Partner Academy
Fonio – AI Telephone Assistant / Voicebot Implementation
Fonio.ai
Certified Transformation & Turnaround Manager
Ifus
ESG Implementation Manager
Generative AI in the Enterprise
Certified GS1 EDI Manager
Certified AI Leader
Certified ESG Expert
Fundamentals of Agile Working
Statistics
Experience
Global experience
Expertise
Qualifications
Profile
Frequently asked questions
Have questions? Find more information here.
Christian is based in Freilassing, Germany.
Christian speaks the following languages: German (Native), English (Advanced).
Christian has at least 28 years of experience. During this time, Christian has worked in at least 9 different roles and for 7 different companies. The average length of individual experience is 3 years and 2 months. Note that Christian may not have shared all experience and actually has more experience.
Based on recent experience, Christian would be well-suited for roles such as: Freelance Interim Manager, Head of Operations & Service, Freelance Interim Manager, Head of Sales, Freelance Interim Manager, Head of Customer Service.
Christian's most recent position is Freelance Interim Manager, Head of Operations & Service at DK Household Brands.
In recent years, Christian has worked for DK Household Brands, Contipark Parkgaragengesellschaft mbH, Evergreen Garden Care GmbH, and Florschütz Consulting.
Christian is most experienced in industries like Retail, Professional Services, and Agriculture. Christian also has some experience in Automotive, Real Estate, and Manufacturing.
Christian is most experienced in business areas like Customer Service, Operations, and Product Development. Christian also has some experience in Project Management, Sales, and Procurement.
Christian has recently worked in industries like Professional Services, Agriculture, and Automotive.
Christian has recently worked in business areas like Project Management, Strategy, and Customer Service.
Christian holds a Master in Business Administration from Baden-Württemberg Cooperative State University Heidenheim.
Christian has 12 certificates. Among them, these include: Certified Partner — AMP 2.0 AI Agent Builder (Foundational), Fonio – AI Telephone Assistant / Voicebot Implementation, and Certified Transformation & Turnaround Manager.
Christian is immediately available full-time for suitable projects.
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Average rates for similar positions
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Calculated based on our freelancers’ daily rates as of 26 Sep 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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