Dirk W.-CX & Service Transformation for Scaling Companies | Ex-Site Director | 25+ Years Leadership
Check rate
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, Q-management and CSAT management definition, customer loyalty
Customer Service Reorganization Strategy at TWS Total Webhosting Solutions Group, Amsterdam
Brand consolidation
Webhosting mass market customer service strategy
Q-management and CSAT management definition, upselling
Provider Strategy 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, switching terms, order entry, service delivery, end-to-end processes, customer communication
Definition of customer service processes (telecom, mass market, use cases) at E.ON Broadband, Avacon Connect GmbH, Berlin and Sarstedt
Order entry, field sales processes, commission settlement, requirements for the CRM system (MS Dynamics), service provider management
Definition of statement of work for phone and written contacts (skill definition, forecast process, SL measurement, quality measurement, scorecard, bonus-malus) at Lechwerke, LEW, Augsburg
Support of tender process for service provider selection
Head of Customer Service
Rechtsanwaltskanzlei Ruff GmbH
- Process documentation
- Reorganization of customer / client service
- Introduction of a scorecard
- Introduction of an employee bonus system
- Customer service strategy
- Contact avoidance strategy
- Customer touchpoint analysis
- Further digitalization of processes
Site Director Sarajevo
Teleperformance Germany in Bosnien & Herzegowina
- Building up a German-speaking nearshore site
Site Director
Capita Customer Service (Germany) GmbH
Leading 367 customer advisors in commercial, technical, and sales support for mobilcom-debitel (freenet group)
Responsibility for 82 specialists in process and requirements management, testing, quality management, forecasting, and workforce management across a call center network
Direct leadership responsibility for 4 department heads and 4 administrative staff
Budget/revenue responsibility of 16.8 million euros p.a.
Needs assessment, performance reviews, and cost-benefit analyses
Setting and meeting performance targets for speed, efficiency, cross- and upselling, and quality in inbound B2C customer service
Ensuring data backup and data privacy
Advising the client on product and service definitions: optimized product launch process
Sample-based monitoring of contacts regarding quality, error patterns, and efficiencies
Coordinating recruitment
Change management: from in-house customer service to a service contact center with higher productivity, increased quality, top customer satisfaction scores, and strong sales results
Site Director Osijek, German Nearshore Market Manager
Transcom Halle GmbH
Leading 245 employees in Croatian-language support and 192 employees in German-language support (commercial, technical, and sales support)
P&L responsibility for Osijek (6.8 million euros p.a.) and additional 4.5 million euros revenue/contribution margin responsibility at other nearshore sites
Needs assessment, performance reviews, and cost-benefit analyses
Setting and meeting performance targets for speed, efficiency, cross- and upselling, and quality in inbound B2C customer service
Ensuring data backup and data privacy
Advising the client on product and service definitions: optimized product launch process
Sample-based monitoring of contacts regarding quality, error patterns, and efficiency
Coordinating recruitment
Lease negotiations and service contracts
Turnaround of the site from a low profit margin to the planned profit margin within 9 months
Country Account Manager/ Senior Account Manager
Transcom Halle GmbH
Professional management of up to 8 Business Managers
Responsibility for revenue and contribution margin of 12.6 million euros across several locations
Customer service for the telecommunications, automotive, banking, home shopping, e-commerce and video identification industries
Acquisition, stabilization and recovery of major accounts
Negotiation experience at CXO level in German and English
Innovative business models and contract management, including negotiation of Service Level Agreements
Business process analysis and optimization in CRM outsourcing projects
Introduction and further development of scorecards and quality management and control systems in CRM
Customer Experience Management
Support for clients such as Tele2, 1&1, BMW Eastern Europe, advanzia Bank, swk Bank, CreditPlus Bank, 1-2-3.tv, JustFab, identity Trust
Production locations in Halle, Rostock, Osijek, Belgrade, Gdansk, Olsztyn, Prague, Budapest
Continuous growth of all budgets by at least 15 % in terms of revenue volume
Acquisition of a new e-commerce customer generating 3.2–3.6 million euros in annual revenue
Managing Director Görlitz
twenty4help Knowledge Service GmbH
- Management of 640 customer advisors in commercial, technical and sales support
- P&L responsibility for the Görlitz location
- Direct management responsibility for 4 Business Managers and 1 HR Manager
- Consolidation of the project situation with partial relocation of operations and a social plan
- Workforce reduction, restructuring and negotiation of a social plan
- Adjustment of general administration and staff functions
- Turnaround of the location within 6 months
Member of the Management Board Marketing and Sales (CSO), Head of Sales
Axtera AG
- Acquisition and implementation of B2B outsourcing telemarketing projects in the IT and telecommunications sector (CRM/CMS/DMS software, lead generation, SaaS sales)
- Preparation of the business plan and organizational forecast
- Development of the marketing and sales concept and acquisition of first Friendly User customers
- Initial contact with and acquisition of major accounts (New Logo Sales) in the IT and telecommunications industries
- Definition of the web and market presence, management of the marketing agency and coordination of press releases
- Selection and introduction of an internal CRM system (benchmarking)
- Planning and implementation of various telemarketing projects as well as quality assurance and management
Division Manager and Key Account Manager, Authorized Signatory
Walter Services TeleMedien GmbH
Management of 8 Project Managers
Responsibility for revenue and contribution margin of 45 million euros per year across 8 locations
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 further development of scorecards and quality management systems in CRM
Customer Experience Management
Key Account Management for Deutsche Telekom AG and Tollcollect GmbH
Optimization of processing times and workflows
Expansion of partnerships and long-term cooperation
Increased the budget from 11 million euros to 45 million euros in 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 implementation of CRM systems, including selection, integration and customization
Projects in cross-selling/up-selling and winback in the business and mass market (focus on Deutsche Telekom and T-Systems)
Sales Force Management and Sales Force Automation
International Key Account Management
Winback of a major Deutsche Telekom customer in the telephone value-added services sector
Development of a consulting product ‚functional Key Account Management‘ for T-Systems
Preparation of a proposal for the Management Board on the introduction of FMI (Fixed-Mobile Integration) at Deutsche Telekom
Contributed to the concept for cross-selling and up-selling 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
- Development of 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 Director (D/A/CH)
Sonera SmartRing GmbH
Management of one project manager and one project office assistant
Sales of a mobile banking platform with digital signature technology
Creation of the sales concept and development of the sales structure
Direct sales to financial institutions, banks, and data centers
Development of indirect sales through system integrators
Establishment of an internal telemarketing center, including budget, setup, and process planning
Contracts concluded with Eurokartensysteme and SIS West
Head of Internal Sales
Talkline GmbH
Management of the internal sales department with 95 employees supporting telecommunications dealers
Direct management of 4 team leaders
Development and optimization of sales processes and systems
Dealer retention strategy through integration of dealers into Talkline order entry systems
Optimization of commission accounting
Sub-project management for system and database migrations in the CRM and order entry systems
Development of systematic key account support (key account management)
Project management for the direct marketing brand unicomdirect
Industry experience
See where this freelancer has spent most of their professional time.
Experienced in Telecommunication, Banking and Finance, Automotive, Utilities, Professional Services, and Information Technology.
Business area experience
See which departments and functions this freelancer has contributed to most.
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.
Customer Experience & CRM
Customer Journey & Touchpoint Optimization
Customer Value Management
CSAT / Customer Loyalty Programs
CRM Strategy, Selection & Implementation
Customer Service Transformation
Service Organization Design
Contact Center Operations (multi-site / nearshore / offshore)
Service Quality & Performance Management
Workforce, Forecasting & Operational KPI Frameworks
Strategy & Business Development
Service Strategy & Go-to-Market Support
Upsell & Cross-sell Programs
Customer Retention & Winback Strategies
Outsourcing / BPO Strategy
Leadership & Management
Large Operational Teams & Matrix Organizations
P&L Responsibility and Budget Management
International Stakeholder Management
Change Management & Transformation Programs
Consulting & Implementation
Process Optimization & Digitalization
Scorecard & KPI Frameworks
Vendor / Service Provider Management
Complex Program & Project Management
Skills
Personal Skills:
- Strong Communicator And Leader With Great Team-Player Skills, Confident, Empathetic, Trustworthy, And Assertive
Professional Skills:
- Marketing And Sales Specialist In Telecommunications Since 1992 For Direct And Indirect Sales Channels
- Many Years Of Experience In Developing And Implementing Crm Best Practices As A Competitive Advantage: Customer Experience, Customer Touchpoints, Customer Journey, Digitalization
- Building Trusted Relationships With Diverse Stakeholders Up To C-Level In Very Short Timeframes
- Developing New Services, Product And Process Standardization, Quality Assurance In Go-To-Market Projects, Direct And Indirect Sales In The Mass Market
- Leading In/Of Matrix Organizations, Excellent Key Account Management In Large-Scale Projects
- Experience In Working With International (Virtual) Teams
- Change Management (Including International)
- P&L Responsibility / Budget Management
Leadership:
- Leadership Instead Of Management As The Top Priority: Learning Together, Contributing Own Experience And Convincing Others, But Also Reflecting When Good Arguments Are Made.
It / Computer Skills And Technical Knowledge:
- Ms Office, Professional
- Sql- Structured Query Language, Basic Knowledge
- Html, Basic Knowledge
- Technical Setup Of Fixed-Network And Mobile Network Structures, 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
Vordiplom WOW- Volkswirtschaftslehre, Betriebswirtschaftslehre und Verwaltungslehre · WOW- Economics, Business Administration and Public Administration · Hamburg, Germany
Viktoria-Luise-Schule
Allgemeine Hochschulreife · Hamelin, Germany
Certifications & licenses
Scrum Alliance
Statistics
Experience
Global experience
Expertise
Qualifications
Profile
Frequently asked questions
Have questions? Find more information here.
Dirk is based in Erfurt, Germany and prefers 100% remote projects.
Dirk speaks the following languages: German (Native), English (Advanced), French (Elementary).
Dirk has at least 33 years of experience. During this time, Dirk has worked in at least 13 different roles and for 12 different companies. The average length of individual experience is 3 years and 7 months. Note that Dirk may not have shared all experience and actually has more experience.
Based on recent experience, Dirk would be well-suited for roles such as: Senior Consultant, CX, C-Sat, Customer Value Management, Head of Customer Service, Site Director Sarajevo.
Dirk's most recent position is Senior Consultant, CX, C-Sat, Customer Value Management at ojuto GmbH.
In recent years, Dirk has worked for ojuto GmbH.
Dirk is most experienced in industries like Telecommunication, Banking and Finance, and Automotive. Dirk also has some experience in Utilities, Professional Services, and Information Technology.
Dirk is most experienced in business areas like Customer Service, Sales, and Project Management. Dirk also has some experience in Quality Assurance, Strategy, and Marketing.
Dirk has recently worked in industries like Banking and Finance, Telecommunication, and Utilities.
Dirk has recently worked in business areas like Customer Service, Quality Assurance, and Strategy.
Dirk holds a Master in Central and Eastern European Management from Europa-Universität Viadrina.
Dirk has 2 certificates. These include: Certified Scrum Product Owner and Prince2 Foundation Certificate in Project Management.
Dirk is immediately available full-time for suitable projects.
Daily rate distribution
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Average rates for similar positions
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The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 18 Oct 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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