Markus M.-Director Global Customer Service
Check rate
Experience
Interim Head of Global Customer Service
Strategic and operational management of Customer Service organisation Development and implementation of a new Customer Service vision, strategy and organisational model – Customer Service Transformation Implementation of CRM/Case management system and AI tool for order management Setup and implementation of Balanced Scored/KPI-Dashboard Direct management of 8 direct reports and 100 employees globally
Customer Service Project Manager for CS Transformation and CRM implementation
Business consultant for CS Transformation and project manager for Customer Service CRM Cloud tool implementation
Director Global Customer Service
Kramp.com
- Set the strategy to achieve the Customer Service organisation's mission, vision and goals
- Led the transformation and implementation of the new global Customer Service strategy and established the new global Customer Service team
- Implemented the new customer communication platform to meet customer needs while delivering greater efficiency and savings for the business
- Developed a comprehensive policy and process framework for Customer Service to deliver high service levels, and oversaw its implementation and adherence
- Managed the budget of 35 Mio. € for the Global Customer Service organisation and was responsible for setting and managing regional Customer Service budgets
- Achieved global cost savings equivalent to 40 FTE through automation and centralisation
- Directly managed 5 central managers and indirectly managed 8 regional Customer Service managers and 400 employees globally
- Established a new global Customer Service KPI dashboard, set goals and drove performance improvements
Interim Head of Customer Service
Temedica
VP Customer Service/Technical Service Global Equipment and Consumables (DACH)
DentsplySirona
- Established and led the Service organisation (Customer and Technical Service)
- Merged three separate Customer Service organisations and established a new global Customer Service Management team
- Directly managed 6-10 managers and 150 staff at the Bensheim location, and indirectly managed 200 Customer Service employees globally
- In March 2020, moved the Customer Service organisation to remote working and kept emergency staff at the Bensheim location – with no service interruption while improving performance levels
- Developed and implemented a new Customer Service vision and strategy to improve performance and costs, and use automation and technology to deliver an outstanding customer experience
- Implemented new tools and processes to drive efficiency in repair, maintenance and spare parts supply
- Established a global Customer Service KPI dashboard and regularly exceeded service metrics and budget targets
- Worked closely with the global and DACH commercial teams to achieve sales (exceeding 1.4 Billion €) and profit targets
Director of Customer Service EMEA (Abbott Medical Device division)
Abbott
- Established and led the newly created EMEA Customer Service organisation, managing +1 Billion € in revenue, and developed it into a full-service Customer Service center
- Managed 8 managers and 120 staff across different locations in 20 countries
- Developed and implemented a vision and strategy to drive a high-performance work culture that uses industry best practices and technology to become a top industry performer in service metrics
- Managed all budgets, personnel, business processes and overall performance of Customer Service operations, including billing and resource management
- Implemented new technologies to automate order processing and free up resources to focus on key and value-added tasks
- Supported the implementation of tools (SAP/CRM) to improve service support for local technicians performing repairs and maintenance
- Led the Global Contact Center Strategy & Roadmap project, focusing on new tools, automation and digitisation
- Developed and implemented a Global Customer Service KPI dashboard
Customer Service Manager EMEA (interim)
Kloeckner Pentaplast
Consultant: Customer Service Organisation Optimisation
Telecommunications Company
Management Consultant (Freelancer)
Various Clients
Managed various consultancy and interim projects in Customer Service and Sales
Managing Director (interim)
Tempobrain Ltd.
Director Service & Quality (Member of the Board)
Thomas Cook AG
- Responsible for all B2B and B2C service units of the tour operator Neckermann and Thomas Cook in Central Europe
- Managed 7 managers and 350 staff across different locations in 3 countries
- Developed a new service strategy aligned with the company strategy for all Thomas Cook service units while reducing costs by 2.5–3.5 Mio. €
- Reduced actual costs by 15% compared to the annual budget (> 20 Mio. €)
- Implemented quick wins to improve overall performance and introduced a new IT-based reporting tool for all relevant KPIs
Vice President Customer Service and Sales (Member of the Board)
Deutsche Telekom Kundenservice GmbH
- Strategically and operationally managed two Customer Service centers serving the “Platinum” and “Starter” customer segments
- Managed 9 managers and 600 staff
- Integrated various fixed-line, mobile and online functions into one integrated Customer Service organisation
- Achieved or exceeded all relevant sales, service, cost (budget > 50 million €) and customer experience key performance indicators
- Led a change management project to bring 1500 staff nationwide into a new service division and concluded negotiations with relevant social partners
- Responsible for Customer consultancy for all business and private Customers in the central region (Hessen and Rhineland-Palatinate)
- Managed 8-10 managers and 1700 staff across seven locations
- Held profit and loss responsibility for a total budget exceeding 100 million €
- Significantly improved all relevant key performance indicators (sales, service level, cost and customer experience) to benchmark levels
European Contact Center Manager
Amazon.com
- Overall management of the project to research, select and set up the new contact center location
- Achieved the on-time, successful launch of a new European contact center within a cost budget of several million USD
- Recruited approximately 20 European managers and 250 Customer Service representatives for the UK and France
- Achieved relevant KPIs in the first year
Temporary Contact Center Manager
Amazon.com
Temporary management of the Contact Center with 250 staff
General Manager Customer Service Germany
Amazon.com
- Managed German Customer Service with 11 managers and up to 350 staff
- Turned around the German Customer Service organisation, making it the best internal Customer Service organisation at Amazon
- Reduced operating costs by 40% through productivity gains and the integration of two service providers while maintaining a top quality level
- Introduced a performance culture to achieve top results
- Developed the management team into an outstanding Customer Service leadership team
Senior Call Center Director
Sykes.com
Managed 2 contact centers and 550 staff
Various Customer Service Manager roles
TNT Express Worldwide
Held various Customer Service Manager roles in the UK, Czech Republic and Germany
District Manager
Norma GmbH
Managed 10 branches with personnel, revenue and cost responsibility
Deputy Store Manager
Aldi GmbH
Industry experience
See where this freelancer has spent most of their professional time.
Experienced in Retail, Healthcare, Professional Services, Telecommunication, Transportation, and Manufacturing.
Business area experience
See which departments and functions this freelancer has contributed to most.
Experienced in Customer Service, Operations, Sales, Project Management, Strategy, and Quality Assurance.
Skills
Successful Customer Service And Sales Leader With International Experience In Various Industries, E.G. Agriculture, Healthcare/Medical Devices, E-Commerce, Retail, Telecommunications, Logistics And Travel
B2b And B2c Experience
Sales, Telesales And After-Sales Experience Gained In Multiple Industries
28 Years Of International Management Experience In Five Different Countries (Uk, Ireland, Usa, Czech Rep., Germany), At Different Management Levels And Across Different Regions (Global, Emea, Dach)
Experience Establishing, Transforming Or Expanding Customer Service Organisations
Focused On Achieving The Highest Customer Satisfaction Through Operational Excellence And Implementing A Sustainable Digital Footprint
Strong Stakeholder Management Across Commercial, Supply Chain And Operations Teams To Achieve Sales, Profit Margin And Inventory/Logistics Goals
Successfully Managed A Range Of Major Projects, E.G. Implementation Of Customer Communication Platform (Sprinklr) And Transformation Of Global Customer Service Organisation; Implementation Of Order Automation (Touchless); Digitalisation Of Customer Contact Channels; Definition And Implementation Of Global Contact Center Strategy Expansion; Turnaround And Refocusing Of Customer Service Organisation
Proficient In Ms Office
Languages
Education
Fachhochschule Trier
Diplom-Betriebswirt, corporate management, controlling and data processing · Business Studies · Trier, Germany
Certifications & licenses
Change Management
HHL Leipzig Graduate School of Management
Value Oriented Corporate Management
European School of Management and Technology
Project Management Course
Management Centre Europe
The Voice Of Customer Facilitator Training
Organizational Dynamics, Inc.
Statistics
Experience
Global experience
Expertise
Qualifications
Frequently asked questions
Have questions? Find more information here.
Markus is based in Sankt Wendel, Germany and prefers 100% remote projects.
Markus speaks the following languages: German (Native), English (Advanced).
Markus has at least 35 years of experience. During this time, Markus has worked in at least 19 different roles and for 15 different companies. The average length of individual experience is 2 years and 10 months. Note that Markus may not have shared all experience and actually has more experience.
Based on recent experience, Markus would be well-suited for roles such as: Interim Head of Global Customer Service, Customer Service Project Manager for CS Transformation and CRM implementation, Director Global Customer Service.
Markus's most recent position is Interim Head of Global Customer Service.
In recent years, Markus has worked for Kramp.com, Temedica, and DentsplySirona.
Markus is most experienced in industries like Retail, Healthcare, and Professional Services. Markus also has some experience in Telecommunication, Transportation, and Manufacturing.
Markus is most experienced in business areas like Customer Service, Operations, and Sales. Markus also has some experience in Project Management, Strategy, and Human Resources.
Markus has recently worked in industries like Healthcare, Agriculture, and Manufacturing.
Markus has recently worked in business areas like Customer Service, Strategy, and Operations.
Markus holds a Bachelor in Business Studies from Fachhochschule Trier.
Markus has 4 certificates. Among them, these include: Change Management, Value Oriented Corporate Management, and Project Management Course.
Markus 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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