Christian Florschütz-Interim Manager Customer Service, AI, ESG | Expert in Customer Satisfaction, Revenue and Sustainability
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Experience
Freelance Interim Manager, Head of Operations & Service
DK Household Brands
- Stabilize customer service, logistics, and order processing during a transformation phase
- Manage the international warehouse move from Switzerland to Germany
- Optimize processes and reduce manual steps in day-to-day operations
- Coordinate international stakeholders to ensure timely implementation of strategic projects
Freelance Interim Manager, Head of Sales
Contipark Parkgaragengesellschaft mbH
- Redesign the sales organization
- Implement new structures for customer outreach in B2B and B2C
- Revise pricing strategies to strengthen competitiveness
- Develop and execute two key company objectives
- Optimize sales processes
- Lead and develop up to 6 sales team members
- Implement and optimize Salesforce (CRM) and cloud telephony
Freelance Interim Manager, Head of Customer Service
Contipark Parkgaragengesellschaft mbH
- Reorganize customer service (structure, processes, alignment)
- Implement and optimize Salesforce (CRM) and cloud telephony
- Recruit and onboard new employees and lead a team of 25
- Improve communication between internal departments
- Extend phone support hours for end customers and reduce wait times to under one minute
- Support the replacement of 500,000 customer cards
Freelance Interim Manager, Head of Customer Service (DE, AT, Nordics)
Evergreen Garden Care GmbH
- Lead and restructure the customer service team
- Onboard, lead, and develop up to 8 team members
- Improve customer service for B2B clients in retail by expanding availability and EDI solutions
- Strengthen team cohesion in customer service
- Enhance collaboration with other departments
- Develop new service offerings for retail partners
Freelance Interim Manager
Florschütz Consulting
- Develop new business areas and services
- Design strategic service and customer service projects
- Optimize structures and processes
- Expand partner management
- Achieve sustainable increases in customer satisfaction and profit
Head of Instore and Online Service
Media-Saturn Deutschland GmbH
- Leadership and development of employees (5 direct reports and up to 1,000 service staff)
- Development, planning and rollout of the Smartbar service concept for MediaMarkt and Saturn (mid double-digit million revenue)
- Development, planning and rollout of the "MediaMarkt PowerService" service portfolio
- Enhancement and optimization of the MediaMarkt repair service (3 million service cases per year)
- Negotiation and signing of service agreements with suppliers and manufacturers
- Setup, rollout and further development of the "MediaMarkt PlusGarantie/PlusSchutz" extended warranty products
- Setup and optimization of a nationwide on-site service for TVs and large appliances
Project Manager Customer Service & Warranty Specialist
Media-Saturn Deutschland GmbH
- Project leadership for the nationwide rollout of MediaMarkt's extended warranty product
- Support in implementation and definition of new service processes
- Optimization of the collaboration between retail, insurers and service partners
- Analysis of complaints and deriving improvement actions
- Initial responsibility for process optimizations in customer service
Service Manager (Customer Service & Operations)
Saturn Electrohandelsges. mbH
- First leadership role with a team of six employees in customer service and service fulfillment
- Leadership and development of the service and delivery team
- Analysis and optimization of service, repair and delivery processes
- Reduction of repair lead times from around 4 weeks to under 14 days through process optimizations
- Introduction of the first digital service tools to support service fulfillment
- Project member and service expert in the nationwide rollout of a new service IT system
- Professional support for new Saturn store openings, including training and onboarding of service managers and staff
- Close collaboration with sales, logistics, workshops and central service units for continuous improvement of the customer journey and service quality
Sales and Customer Service Consultant
Tele-Service GmbH
- Responsible for sales, customer advice and service in the electronics retail trade
- Comprehensive advice and support for customers in brick-and-mortar stores
- Independent purchasing, assortment management and product presentation for music (CDs) and video games (PlayStation and Nintendo)
- 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
- Supporting customer service with complaints, service requests and finding solutions for customers
- Close collaboration with purchasing, logistics and store management for continuous improvement of 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 for Customer Service, Interim Manager for After Sales, and an expert in Customer Service Transformation with over 20 years of experience in building, transforming, and leading Customer Service, After Sales, Service Operations, and Customer Operations organizations in retail (brick-and-mortar & e-commerce), the FMCG industry, real estate, 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 migrations, or staffing shortages. His goal is to turn customer service from a cost factor into a measurable value and revenue driver while sustainably improving service excellence, customer satisfaction, and profitability.
His operational experience spans leading international customer service and after sales teams, service operations, service logistics, complaint management, contact centers, and inside sales, to optimizing entire customer journeys. He combines strategic leadership with a strong hands-on mentality, quickly delivering measurable improvements in service quality, availability, turnaround times, First Contact Resolution (FCR), Average Handling Time (AHT), customer satisfaction, and operational efficiency.
A key 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), as well as AI agents for 24/7 availability, lead qualification, appointment scheduling, and service automation. This is complemented by AI-powered workflow automations based on n8n, which efficiently digitize service, back-office, and reporting processes.
Besides digitalization, he has extensive experience in building modern service organizations, implementing new service processes, CRM systems, and service platforms, as well as executing complex transformation and change projects. He supports companies from analyzing existing customer service structures to developing a service and AI strategy and through to operational implementation and sustainable integration into daily business.
Another focus is developing future-proof after sales strategies that consider regulatory requirements such as ESG and the European right-to-repair. The aim is to build economically viable 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, rapid impact, and measurable results. Companies value his ability to stabilize teams, implement changes pragmatically, and bring together 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
Diploma in Business Administration (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
Certified OKR Master (COM) – Objectives and Key Results
Professional Product Owner I
Professional Scrum Master I
Fundamentals of Agile Working
Statistics
Experience
Global Experience
Expertise
Qualifications
Profile
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