Christian Florschütz-Interim Manager Customer Service, AI, ESG | Expert for Customer Satisfaction, Revenue and Sustainability
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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 steps in day-to-day operations
- Coordination of international stakeholders to ensure on-time delivery of strategic projects
Freelance Interim Manager, Head of Sales
Contipark Parkgaragengesellschaft mbH
- Redesign of sales
- Implementation of new structures for customer outreach in the B2B and B2C areas
- Revision of pricing strategies to strengthen competitiveness
- Development and implementation of two central company goals
- Optimization of sales processes
- Leadership 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, alignment)
- Introduction and optimization of Salesforce (CRM) and cloud telephony
- Recruiting and building new team members as well as leading 25 employees
- Improving communication between internal departments
- Extending phone availability for end customers and reducing waiting times to under one minute
- Support with replacing 500,000 customer cards
Freelance Interim Manager, Head of Customer Service (DE, AT, Nordics)
Evergreen Garden Care GmbH
- Leadership and reorganization of customer service
- Onboarding, leadership and development of up to 8 employees
- Improving customer service for B2B retail customers by extending availability and EDI solutions
- Strengthening team cohesion in customer service
- Improving cooperation with other specialist departments
- Development of new service offerings for retail partners
Freelance Interim Manager
Florschütz Consulting
- Development of new business areas and services
- Concept development for strategic service and customer service projects
- Structure and process optimization
- Expansion of partner management
- Sustainable increase in customer satisfaction and profit
Department Head Instore and Online Service
Media-Saturn Deutschland GmbH
- Leadership and further development of employees (5 direct reports and up to 1,000 service employees functionally)
- Development, planning and rollout of the Smartbar service concept for MediaMarkt and Saturn (mid double-digit million revenue)
- Development, planning and rollout of the service portfolio "MediaMarkt PowerService"
- Further development and optimization of the MediaMarkt repair service (3 million service cases per year)
- Negotiation and conclusion of service agreements with suppliers and manufacturers
- Setup, rollout and further development of the warranty extension products "MediaMarkt PlusGarantie/PlusSchutz"
- Setup and optimization of a nationwide on-site service for TVs and large electrical appliances
Project Manager Customer Service & Warranty Specialist
Media-Saturn Deutschland GmbH
- Project management for the nationwide rollout of the warranty extension product for MediaMarkt
- Participation in the implementation of new service processes
- Optimization of cooperation between retail, insurer and service partner
- Analysis of complaints and derivation of improvement measures
- Initial responsibility for process optimizations in customer service
Service Manager (Customer Service & Operations)
Saturn Electrohandelsges. mbH
First leadership responsibility with a team of six employees in customer service and service handling.
Leadership and further development of the service and delivery team.
Analysis and optimization of service, repair and delivery processes.
Reduction of repair turnaround times from around 4 weeks to under 14 days through process optimizations.
Introduction of the first digital service tools to support service handling.
Project member and service expert in the nationwide introduction of a new service IT system.
Professional support for new Saturn store openings as well as training and onboarding of service managers and service employees.
Close cooperation 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
Responsibility for sales, customer advice and service in consumer electronics retail.
Comprehensive advice and support for customers in brick-and-mortar retail.
Independent purchasing, assortment control and product presentation for the music (CDs) and video games (PlayStation and Nintendo) categories.
Analysis of sales figures and customer needs to optimize the assortment and product availability.
Ensuring attractive product presentation and active category management at the point of sale.
Support of customer service with complaints, service requests and finding solutions for customers.
Close cooperation with purchasing, logistics and store management to continuously improve sales and service processes.
Early responsibility for business thinking, customer focus and independent assortment decisions.
Industry Experience
See where this freelancer has spent most of their professional time.
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 operationally leading customer service, after-sales, service operations and customer operations organizations in retail (brick-and-mortar & e-commerce), the FMCG industry, the real estate environment and service-related companies.
He is especially brought in when customer service organizations need to be stabilized, restructured or strategically realigned – for example after leadership changes, during growth phases, in restructurings, international rollouts, system changes or staffing shortages. His goal is to turn customer service from a cost factor into a measurable driver of value and revenue, while improving service excellence, customer satisfaction and profitability in a sustainable way.
His operational experience ranges from leading international customer service and after-sales organizations to service operations, service logistics, complaint management, contact centers and inside sales, all the way to optimizing complete customer journeys. He combines strategic leadership with a strong hands-on mindset and quickly delivers measurable improvements in service quality, accessibility, turnaround times, First Contact Resolution (FCR), Average Handling Time (AHT), customer satisfaction and operational efficiency.
A key focus is the smart 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-based workflow automations based on n8n, which make service, back office and reporting processes more efficient and digital.
In addition to digitalization, he has extensive experience in building modern service organizations, introducing new service processes, CRM systems and service platforms, as well as managing complex transformation and change projects. He supports companies from the analysis of existing customer service structures through the development of a service and AI strategy to operational implementation and sustainable anchoring in day-to-day business.
Another focus is the development of future-ready after-sales strategies, taking into account regulatory requirements such as ESG and the European Right to Repair. The aim is to build economical 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 changes pragmatically and combine customer service, AI, process automation and business performance 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
Berufsakademie 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 Companies
Certified GS1 EDI Manager
Certified AI Leader
Certified ESG Expert
Certified OKR Master (COM) – Objectives and Key Results
Professional Product Owner I
Professional Scrum Master I
Basics of Agile Work
Statistics
Experience
Global Experience
Expertise
Qualifications
Profile
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