Christian F.-Interim Manager Customer Service & After-Sales – Transformation with AI in Customer Service
Check rate
Experience
Consultant and Project Manager – AI in Customer Service (Voicebots, Chatbots)
Various clients
- Advising on and selecting voice systems based on requirements, integration, data protection and cost
- Designing call guides, knowledge bases and handover to employees
- Test planning, call analysis and optimization of existing solutions
Freelance Interim Manager, Head of Operations & Service
DK Household Brands
- Stabilized Customer Service, logistics and order processing during a transformation phase
- Managed the international warehouse relocation from Switzerland to Germany
- Optimized processes and reduced manual steps in day-to-day operations
- Coordinated international stakeholders to deliver strategic projects on schedule
Freelance Interim Manager, Head of Sales
Contipark Parkgaragengesellschaft mbH
- Redesigned the sales organization
- Implemented new structures for engaging B2B and B2C customers
- Revised pricing strategies to strengthen competitiveness
- Developed and implemented two central company goals
- Optimized sales processes
- Managed and developed up to 6 sales employees
- Introduced and optimized Salesforce (CRM) and cloud telephony
Freelance Interim Manager, Head of Customer Service
Contipark Parkgaragengesellschaft mbH
- Reorganized Customer Service (structure, processes, direction)
- Introduced and optimized Salesforce (CRM) and cloud telephony
- Recruited and onboarded new employees and managed 25 employees
- Improved communication between internal departments
- Extended phone contact hours for end customers and reduced wait times to under one minute
- Supported the replacement of 500.000 customer cards
Freelance Interim Manager, Head of Customer Service (DE, AT, Nordics)
Evergreen Garden Care GmbH
- Led and restructured Customer Service
- Trained, managed and developed up to 8 employees
- Improved customer service for B2B retail customers by extending availability and introducing EDI solutions
- Strengthened team cohesion in Customer Service
- Improved collaboration with other departments
- Developed new services for retail partners
Freelance Interim Manager
Florschütz Consulting
- Developing new business areas and services
- Designing strategic service and customer service projects
- Optimizing structures and processes
- Expanding partner management
- Achieving sustainable increases in customer satisfaction and profit
Head of In-Store and Online Service
Media-Saturn Deutschland GmbH
- Leading and developing employees (5 direct reports and functional 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 (4 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
Customer Service Project Manager & Warranty Specialist
Media-Saturn Deutschland GmbH
- Managing the nationwide rollout of the extended warranty product for MediaMarkt
- Contributing to the implementation of new service processes
- Improving cooperation between retail, insurers, and service partners
- Analyzing complaints and identifying improvement measures
- First responsibility for process improvements in Customer Service
Service Manager (Customer Service & Operations)
Saturn Electrohandelsges. mbH
First leadership role, managing a team of six employees in customer service and service operations.
Leading and developing the service and delivery team.
Analyzing and optimizing service, repair, and delivery processes.
Reducing repair turnaround times from around 4 weeks to under 14 days through process improvements.
Introducing the first digital service tools to support service operations.
Project team member and service expert for the nationwide introduction of a new service IT system.
Providing specialist support for new Saturn store openings, as well as training and onboarding service managers and service employees.
Working closely with sales, logistics, workshops, and central service teams 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 a brick-and-mortar store.
Independently managing purchasing, product ranges, and product displays for music (CDs) and video games (PlayStation and Nintendo).
Analyzing sales figures and customer needs to optimize product ranges and product availability.
Ensuring attractive product displays and actively managing categories at the point of sale.
Supporting customer service with complaints, service requests, 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 product range 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, Project Management, Product Development, Sales, Strategy, and Procurement.
Summary
Christian Florschütz is an Interim Manager Customer Service, Interim Manager After-Sales and expert in Customer Service Transformation, with over 20 years of experience building, transforming and managing Customer Service, After-Sales, Service Operations and Customer Operations organizations across retail (brick-and-mortar & e-commerce), the FMCG industry, real estate and service-oriented businesses.
He is typically brought in when customer service organizations need to be stabilized, restructured or strategically realigned—for example, after leadership changes, during periods of growth, restructuring, international rollouts, system changes or staffing shortages. His goal is to turn Customer Service from a cost center into a measurable driver of value and revenue, while sustainably improving service excellence, customer satisfaction and cost-effectiveness.
His hands-on experience ranges from managing international Customer Service and After-Sales organizations to Service Operations, Service Logistics, complaint management, contact centers and internal sales, as well as optimizing entire customer journeys. He combines strategic leadership with a strong hands-on approach and quickly delivers measurable improvements in service quality, availability, turnaround times, First Contact Resolution (FCR), Average Handling Time (AHT), customer satisfaction and operational efficiency.
A particular focus is the intelligent digitalization of customer service. Christian Florschütz develops and implements practical AI solutions using Voice AI, AI Agents, AI voice bots and AI chatbots (including assistent24, Fonio and Parloa), with AI Agents enabling 24/7 availability, lead qualification, appointment scheduling and service automation. This is complemented by AI-powered workflow automation based on n8n, which efficiently digitalizes service, back-office and reporting processes.
In addition to digitalization, he has extensive experience building modern service organizations, introducing new service processes, CRM systems and service platforms, and delivering complex transformation and change projects. He supports companies from analyzing existing Customer Service structures and developing a service and AI strategy through to operational implementation and sustainable integration into day-to-day operations.
Another focus is developing 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 bring together customer satisfaction, sustainability and profitability.
As Interim Manager of the Year, Christian Florschütz stands for clear leadership, rapid 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 in 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, In-House)
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 Phone Assistant / Voicebot Implementation
Fonio.ai
Certified Transformation & Turnaround Manager
Ifus
ESG Implementation Manager
Generative AI in Business
Certified GS1 EDI Manager
Certified AI Leader
Certified ESG Expert
Fundamentals of Agile Working
Statistics
Experience
Global experience
Expertise
Qualifications
Frequently asked questions
Have questions? Find more information here.
Christian is based in Freilassing, Germany.
Christian speaks the following languages: German (Native), English (Intermediate).
Christian has at least 28 years of experience. During this time, Christian has worked in at least 10 different roles and for 8 different companies. The average length of individual experience is 3 years and 10 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: Consultant and Project Manager – AI in Customer Service (Voicebots, Chatbots), Freelance Interim Manager, Head of Operations & Service, Freelance Interim Manager, Head of Sales.
Christian's most recent position is Consultant and Project Manager – AI in Customer Service (Voicebots, Chatbots) at Various clients.
In recent years, Christian has worked for Various clients, 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, Project Management, and Product Development. Christian also has some experience in Sales, Procurement, and Strategy.
Christian has recently worked in industries like Professional Services, Agriculture, and Automotive.
Christian has recently worked in business areas like Customer Service, Project Management, and Strategy.
Christian holds a Master in Business Administration from Berufsakademie Heidenheim.
Christian has 12 certificates. Among them, these include: Certified Partner — AMP 2.0 AI Agent Builder (Foundational), Fonio – AI Phone Assistant / Voicebot Implementation, and Certified Transformation & Turnaround Manager.
Christian is immediately available full-time for suitable projects.
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Calculated based on our freelancers’ daily rates as of 6 Nov 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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