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 tasks in day-to-day operations
- Coordinate international stakeholders to ensure on-time delivery of strategic projects
Freelance Interim Manager, Head of Sales
Contipark Parkgaragengesellschaft mbH
- Redesign sales strategy
- Implement new structures for customer outreach in B2B and B2C segments
- Revise pricing strategies to strengthen competitiveness
- Develop and implement 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, orientation)
- Implement and optimize Salesforce (CRM) and cloud telephony
- Recruit and onboard new staff and manage a team of 25 employees
- Improve communication between internal departments
- Extend customer phone hours 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 employees
- Improve customer service for B2B clients in retail by expanding availability and EDI solutions
- Strengthen team cohesion in customer service
- Improve 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 structure and processes
- Expand partner management
- Sustainably increase customer satisfaction and profits
Head of In-store and Online Service
Media-Saturn Deutschland GmbH
- Leadership and further development of employees (5 direct reports and technical responsibility for up to 1,000 service staff)
- Development, planning and rollout of the Smartbar service concept for MediaMarkt and Saturn (mid double-digit million in revenue)
- Development, planning and rollout of the service portfolio "MediaMarkt PowerService"
- Further development and optimization of the MediaMarkt repair service (3 million service cases annually)
- Negotiation and conclusion of service agreements with suppliers and manufacturers
- Establishment, rollout and further development of the warranty extension products "MediaMarkt PlusGarantie/PlusSchutz"
- Establishment and optimization of a nationwide on-site service for TV and major appliances
Service Clerk
Media-Saturn Deutschland GmbH
Service Manager
Saturn Electrohandelsges. mbH
Sales Representative
Tele-Service GmbH
Industry Experience
See where this freelancer has spent most of their professional time.
Experienced in Retail, Telecommunication, Professional Services, Agriculture, Manufacturing, and Real Estate.
Business Area Experience
See which departments and functions this freelancer has contributed to most.
Experienced in Customer Service, Operations, Product Development, Sales, Project Management, and Strategy.
Summary
Christian Florschütz is an Interim Manager Customer Service and Interim Manager FMCG with over 20 years of experience in building, transforming and operationally managing customer service, after-sales and service organizations in retail (brick-and-mortar & e-commerce), in the FMCG industry, in real estate environments and in service-related structures.
His focus is on transforming customer service from a cost center into a measurable revenue and value driver. He supports companies in stabilizing, scaling and strategically realigning service processes – especially during phases of growth, restructuring, system migrations or staff shortages.
A core area of expertise is the practical use of artificial intelligence in customer service. This includes AI voice bots and AI chatbots (e.g. assistent24 and fonio, Parloa) to ensure 24/7 availability, lead qualification and appointment scheduling, as well as AI-supported workflow automations based on n8n, which efficiently automate service, backoffice and reporting processes.
Christian Florschütz combines hands-on operational implementation with strategic management: from analyzing existing customer service structures and introducing AI-based phone and chat solutions to end-to-end optimization of service KPIs such as availability, average handling time (AHT), first contact resolution and customer satisfaction.
His special strength lies in FMCG customer service, after sales management, service operations, digitalization and service transformation with ESG requirements in mind. In doing so, he develops sustainable service and after-sales models that effectively combine profitability, customer satisfaction and regulatory compliance.
As Interim Manager of the Year, Christian Florschütz stands for clarity in leadership, rapid impact and measurable results – especially where customer service, AI, process automation and business performance need to be strategically brought together.
Skills
Interim Management
Change Management
Retail
Customer Service
Fmcg
After Sales Service
Esg
Sustainability
Process Optimization
Ai / Digitalization
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 Work
Statistics
Experience
Global Experience
Expertise
Qualifications
Profile
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