Dirk Werner - CX & Service Transformation for Scaling Companies | Ex-Site Director | 25+ Years of Leadership
Experience
Senior Consultant, CX, C-Sat, Customer Value Management
ojuto GmbH
Customer service reorganization at DCS Digital Charging Solutions, Munich
Management of nearshore service providers
Implementation of scorecard, quality management and CSAT definitions, customer loyalty
Customer service reorganization strategy at TWS Total Webhosting Solutions Group, Amsterdam
Brand consolidation
Webhosting mass market customer service strategy
Quality management and CSAT management definition, upselling
Provider strategy for nearshore customer service, RFP process at Advanzia Bank, Luxembourg
Definition of upsell campaigns for business customers from ISDN to NGN (VoIP) at 1&1 Versatel GmbH
Customer approach, migration conditions, order entry, service delivery, end-to-end processes, customer communication
Definition of customer service processes (telco, mass market, use cases) at E.ON Broadband, Avacon Connect GmbH, Berlin and Sarstedt
Order entry, field sales processes, commission accounting, CRM system requirements (MS Dynamics), service provider management
Definition of service sheets for phone and written contacts (skill definition, forecasting process, SL measurement, quality measurement, scorecard, bonus-malus) at Lechwerke (LEW), Augsburg
Support in the tender process for selecting service providers
Head of Customer Service
Rechtsanwaltskanzlei Ruff GmbH
- Process documentation
- Reorganization of customer/client service
- Implementation of a scorecard
- Introduction of an employee bonus system
- Customer service strategy
- Contact avoidance strategy
- Customer touchpoint analysis
- Further digitization of processes
Site Director Sarajevo
Teleperformance Germany in Bosnia & Herzegovina
- Establishment of a German-language nearshore site
Site Director
Capita Customer Service (Germany) GmbH
Management of 367 customer advisors for commercial, technical, and sales support at mobilcom-debitel (freenet group)
Responsibility for 82 specialists in process and requirements management, testing, quality management, forecast creation, and workforce management of a call center network
Direct leadership responsibility for 4 department heads and 4 administrative staff
Budget and revenue responsibility of EUR 16.8 million p.a.
Needs assessment, performance reviews, and cost-benefit analyses
Setting and meeting performance targets on speed, efficiency, cross- and upsell, and quality in inbound B2C customer service
Ensuring data backup and data protection
Advising the client on product and service definition: optimized product launch process
Randomly monitoring contacts for quality, errors, and efficiency
Coordination of recruitment
Change management: from in-house customer service to a service contact center with increased productivity, improved quality, top customer satisfaction scores, and sales results
Site Director Osijek, German Nearshore Market Manager
Transcom Halle GmbH
Leadership of 245 employees in Croatian-speaking support and 192 employees in German-speaking support (commercial, technical, and sales support)
P&L responsibility for Osijek (EUR 6.8 million p.a.) and additional EUR 4.5 million revenue/contribution margin responsibility at other nearshore sites
Needs assessment, performance reviews, and cost-benefit analyses
Setting and meeting performance targets on speed, efficiency, cross- and upsell, and quality in inbound B2C customer service
Ensuring data backup and data protection
Advising the client on product and service definition: optimized product launch process
Randomly monitoring contacts for quality, errors, and efficiency
Coordination of recruitment
Lease negotiations and service contracts
Turnaround of the site from low profit margin to planned margin within 9 months
Country Account Manager/ Senior Account Manager
Transcom Halle GmbH
Functional leadership of up to 8 business managers
Revenue and contribution margin responsibility of €12.6 million across multiple sites
Customer service in telecommunications, automotive, banking, home shopping, e-commerce, video ID
Acquisition, stabilization and recovery of major accounts
Negotiation experience at CXO level in German and English
Innovative business models and contract management including negotiating service level agreements
Business process analysis and optimization in CRM outsourcing projects
Introduction and further development of scorecards and quality control systems in CRM
Customer experience management
Supporting clients such as Tele2, 1&1, BMW Eastern Europe, Advanzia Bank, SWK Bank, CreditPlus Bank, 1-2-3.tv, JustFab, identity Trust
Production sites in Halle, Rostock, Osijek, Belgrade, Gdansk, Olsztyn, Prague, Budapest
Consistent growth of all budgets by at least 15% in revenue
Acquisition of a new e-commerce client with €3.2–3.6 million annual revenue
Managing Director Görlitz
twenty4help Knowledge Service GmbH
- Leading 640 customer advisors in commercial, technical and sales support
- P&L responsibility for the Görlitz site
- Direct leadership responsibility for 4 business managers and 1 HR manager
- Consolidation of project status with partial site transfer and social plan
- Staff reduction, restructuring and negotiation of a social plan
- Adjustment of general administration and staff functions
- Turnaround of the site in 6 months
Board Member Marketing and Sales (CSO), Head of Sales
Axtera AG
- Acquisition and implementation of B2B outsourcing telemarketing projects in the IT and telecom sector (CRM/CMS/DMS software, lead generation, SaaS sales)
- Creating business plans and organizational forecasts
- Developing marketing and sales concepts and acquiring friendly user initial clients
- First contact and acquisition of major accounts (new logo sales) in the IT and telecom industry
- Defining web presence and market positioning, managing the marketing agency and coordinating press releases
- Selection and implementation of an internal CRM system (benchmarking)
- Planning and execution of various telemarketing projects as well as quality assurance and control
Division Manager and Key Account Manager, Authorized Officer
Walter Services TeleMedien GmbH
Leading 8 project managers
Revenue and contribution margin responsibility of €45 million p.a. at 8 sites
Customer service for telecommunications and automotive (Toll Collect)
Acquisition, stabilization and recovery of major accounts
Negotiation experience at CXO level
Contract negotiations (tender, auction) and contract management (SLA negotiations)
Business process analysis and optimization in CRM outsourcing projects
Introduction and development of scorecards and quality control systems in CRM
Customer experience management
Key account management for Deutsche Telekom AG and Toll Collect GmbH
Optimization of throughput times and workflows
Expansion of partnerships and long-term cooperation
Increased budget from €11 million to €45 million annual revenue within 3 years
Senior Consultant ‘Processes & Applications’
Detecon International GmbH
Consulting in customer demand and relationship management projects
Development of CRM strategy and CRM system implementations including selection, integration and customization
Projects in cross-/up-selling and win-back in the business and mass markets (focus on Deutsche Telekom and T-Systems)
Sales force management and sales force automation
International key account management
Win-back of a major Deutsche Telekom client in the telephone value-added services area
Development of a consulting product 'functional key account management' for T-Systems
Creating a board proposal for the introduction of FMI (fixed-mobile integration) at Deutsche Telekom
Contributing to the cross- and up-selling concept in the mass market for T-Online
Marketing Manager Applications
T-Motion plc
- Analysis and selection of mobile applications and integration into the T-Motion/t-zones portal
- Building content partner management
- Competitive analysis, partner selection, development of a partner program, and contract negotiations in Germany, Austria, and the UK
- Project management for application integration
Sales Manager (D/A/CH)
Sonera SmartRing GmbH
Leading a project manager and a project office assistant
Selling a mobile banking platform with digital signature technology
Creating the sales concept and building the sales structure
Direct sales to financial institutions, banks, and data centers
Building an indirect sales channel through system integrators
Setting up an internal telemarketing center, including budget, setup, and process planning
Closing contracts with Eurokartensysteme and SIS West
Head of Inside Sales
Talkline GmbH
Managing the inside sales department with 95 employees in dealer support for telecommunications
Directly managing 4 team leaders
Building and optimizing sales processes and systems
Dealer retention strategy by integrating dealers into Talkline order entry systems
Optimizing the commission settlement
Sub-project lead for system and database migrations in the CRM and order entry system
Building systematic key account management
Project lead for the direct marketing brand unicomdirect
Industry Experience
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Experienced in Telecommunication, Banking and Finance, Automotive, Utilities, Professional Services, and Information Technology.
Business Area Experience
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Experienced in Customer Service, Sales, Project Management, Quality Assurance, Strategy, and Marketing.
Summary
Senior executive and consultant with more than 30 years of experience in telecommunications, customer service, CRM, and customer experience transformation. Proven track record in designing and implementing best practice customer service and CRM strategies that improve customer satisfaction, operational efficiency, and revenue performance.
Expert in customer journey optimization, service process transformation, and large-scale service operations, including nearshore/offshore service models and multi-site contact center environments. Extensive experience leading complex change programs, service reorganizations, and customer experience improvements across telecom, banking, utilities, and digital services.
Strong leadership background with P&L responsibility, large operational teams, and international stakeholder management, combined with deep expertise in Key Account Management, service performance management, and CRM-driven business development.
Recognized for the ability to build trusted relationships with C-level stakeholders, design scalable service strategies, and implement measurable CX improvements through data-driven performance management frameworks such as scorecards, quality management systems, and CSAT programs.
Skills
Personal Skills:
- Strong Communication Leader Who Is Also A Team Player, Confident, Empathetic, Trustworthy, And Assertive
Professional Skills:
- Marketing And Sales Specialist In Telecommunications Since 1992 For Direct And Indirect Channels
- Many Years Of Experience Developing And Implementing Crm Best Practices As A Competitive Advantage: Customer Experience, Customer Touchpoints, Customer Journey, Digitization
- Building Trusted Relationships With Different Stakeholders Up To C-level In A Short Time
- Development Of New Services, Product And Process Standardization, Quality Assurance In Marketing Projects, Direct And Indirect Mass Market Sales
- Leading In/part Of Matrix Organizations, Excellent Key Account Management In Large Projects
- Experience Working With International (Virtual) Teams
- Change Management (Including International)
- P&l Responsibility / Budget Control
Leadership:
- Leadership Over Management As The Main Rule: Learning Together, Bringing In And Sharing Your Own Experiences To Convince, But Also Reflecting When Arguments Are Well Made.
It And Technical Skills:
- Ms Office, Professional
- Sql (Structured Query Language), Basic Knowledge
- Html, Basic Knowledge
- Technical Structure Of Fixed-line And Mobile Networks, Basic Knowledge
- Security Technologies (Pki, Wpki, Wim, Wtls), Basic Knowledge
Languages
Education
Europa-Universität Viadrina
Master of Business Administration, Central and Eastern European Management · Central and Eastern European Management · Frankfurt an der Oder, Germany
Universität der Bundeswehr
Preliminary Diploma in Economics, Business Administration and Public Administration · Economics, Business Administration and Public Administration · Hamburg, Germany
Viktoria-Luise-Schule
General University Entrance Qualification · Hamelin, Germany
Certifications & licenses
Certified Scrum Product Owner
Scrum Alliance
Prince2 Foundation Certificate in Project Management
PeopleCert
Statistics
Experience
Global Experience
Expertise
Qualifications
Profile
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