Pia Wenkel - Process and Requirements Manager, 29 Years

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Bonn, Germany

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Experience

Jan 2025 - Mar 2025

3 months

Stadtwerke Unna

Process analysis and documentation of the current situation (Level 1–2)
Identification of areas for improvement and proposed solutions
Development of training materials for core processes in customer support
Project planning and reporting, as well as decision papers for department management and executive leadership

Jan 2022 - Nov 2024

2 years 11 months

Process and Requirements Manager

Telefonica Deutschland

Identification, documentation, and prioritization of relevant customer service processes as Product Owner B2C
Support during implementation and setup of a test team for front-end and back-end functionalities
Development of incident management and temporary workaround solutions
Interface management with IT, tribes, and business units
Reporting and preparation of committee and decision papers up to director level

Jun 2020 - Jun 2021

1 year 1 month

Senior MarTech Manager (Interim Management)

REWE GmbH – REWE Digital

Concept and launch of a web platform for contests/gamification, including management of external service providers, CI-compliant web design, and budget control
Delivery of digital contests such as the digital REWE advent calendar
Introduction of a push notification service for the REWE app, including requirements gathering, vendor tendering, and selection

Oct 2019 - Mar 2020

6 months

Interim Manager Customer Support Immotech

Simplifa (today ElevonIQ)

Operational management of the onboarding and customer support teams (15 employees)
Setup, optimization, and process documentation of the department
Development of work instructions, role and job descriptions, and training
Definition of requirements for the introduction of Sales Service Cloud
Stakeholder management and decision papers for executive management and investors

Mar 2019 - Mar 2020

1 year 1 month

Product and Project Manager

T-Systems

Development of market entry measures for the product bundle "Automotive Cyber Defense"
Concept of omnichannel launch campaigns
Project lead for the rollout of all marketing measures, with focus on organizing the conference "Cyber Security Tech Summit"
Stakeholder management and preparation of decision papers for executive management and board

Feb 2018 - Jun 2018

5 months

Consultant / Subproject Lead Service

Deutsche Post DHL

Development of a customer call center concept (1st to 3rd level)
Evaluation of cloud-based IT tools
Definition of processes and content for self-service and call agents
Requirements definition for tool integration and APIs
Development of a user manual during the test phase
Project reporting and decision papers

Oct 2017 - Jan 2018

4 months

Project Manager for Setting Up Customer Service

enfore AG

Planning the setup of the Customer Service department (resources, structures, tasks)
Service provider pitches and evaluation of open-source customer service platforms
Development and introduction of operational processes in customer care and the interfaces
Implementation of content in Zendesk
Development of training courses and training materials

Jan 2017 - Jul 2017

7 months

Project Manager GIGABUILD

Unitymedia (today Vodafone)

Development of regional customer approach strategies (pricing, measures, communication)
Definition of target customers for automated CRM campaigns (email, outbound calls)
Implementation of tests, response analysis, and adjustments
Development of a toolbox for marketing activities (poster, radio, event, POS)
Integration into sales channels and channel steering, including an incentive program
Project planning, reporting, and controlling

May 2016 - Dec 2016

8 months

Consultant / Subproject Lead Service

Union Tank AG

Process analysis and optimization with a focus on customer centricity
Management of go-to-market for new service channels (call and self-service online)
Centralization of the call center, staff recruitment, and training of call agents
Setup of standardized training and coaching measures
Expansion of call- and email-based service processes as well as self-service content
Technical requirements management for IT enhancements and interfaces
Management and decision papers as well as project reporting

Nov 2015 - Mar 2016

5 months

Project Manager Campaign Management Optimization

versatel GmbH

GAP analysis of company and customer processes
Development of process improvements for campaign automation in CRM with interfaces
Conducting workshops to gather requirements for the involved IT systems

Jul 2015 - Present

11 years 3 months

Freelance Consultant

Consulting on process analysis and end-to-end optimization of customer processes
Concept and setup of innovative service and support structures for Customer Service, Marketing, and Sales
Definition, prioritization, and management of technical requirements
Managing complex projects in agile and classic setups, including budget and stakeholder management
Analytical, structured, strong in execution, and communicative

Jan 2012 - Jun 2015

3 years 6 months

Commercial Manager

Telekom Deutschland GmbH

Development and implementation of go-to-market strategies for B2B products
Integration of products into internal process and system landscapes such as sales and CRM systems

Mar 2011 - Dec 2011

10 months

Senior Expert Marketing & Product Management

Deutsche Post DHL

Development and implementation of the marketing strategy for "E-Postbrief"
Setup of a customer portal

Jul 2007 - Feb 2011

3 years 8 months

Senior CRM Consultant

Siegfried Vögele Institut

Advising DHL customers on CRM optimizations
Development of the platform "Allesnebenan.de"

Jun 2003 - Jun 2007

4 years 1 month

Head of Campaign and Sales Promotion Team

Customer Advantage Program GmbH

Campaign planning and execution
Budget responsibility
Process development

Aug 2002 - Jun 2003

11 months

Freelance Consultant

Development and implementation of CRM measures for Liberty Media and AOK Federal Association

Jan 2001 - Jun 2002

1 year 6 months

Channel Marketing Manager

ish GmbH & Co KG

Marketing and budget planning
Project management of implementation
Development of CRM measures

Jul 2000 - Dec 2000

6 months

Head of Market Communications Team

TRAIAN Internet Products

Building and implementing market communications
Process development
Budget responsibility

Aug 1997 - Jun 2000

2 years 11 months

Marketing Manager

DeTeSat Deutsche Telekom Gesellschaft für Satellitenkommunikation mbH

Marketing communications and event management
Expansion of the workflow management system

Industry experience

See where this freelancer has spent most of their professional time.

Experienced in Professional Services, Telecommunication, Transportation, Advertising, Information Technology, and Retail.

Professional Services

Telecommunication

Transportation

Advertising

Information Technology

Retail

Business area experience

See which departments and functions this freelancer has contributed to most.

Experienced in Marketing, Customer Service, Sales, Information Technology, Product Development, and Project Management.

Marketing

Customer Service

Sales

Information Technology

Product Development

Project Management

Skills

Process Analysis & Optimization – Extensive Experience In Analyzing, Documenting, And Improving End-To-End Customer Processes
Customer Experience & Service Design – Concept And Development Of Innovative Service And Support Structures For Customer Service, Marketing, And Sales
Requirements Management – Definition, Prioritization, And Management Of Technical Requirements
Project & Program Management – Management Of Complex Projects In Agile And Traditional Setups, Including Budget And Stakeholder Management
Analytical, Structured, Hands-On, And Strong Communicator

Languages

German

Native

English

Advanced

Education

Oct 1994 - Aug 1997

European Management Acadenmy

Diploma in Business Administration (ema) · Dakar, Senegal

Certifications & licenses

AI transformation in datadriven companies

Marketing Controlling Expert

Statistics

Experience

Total positions 19

Experience in Professional Services 12.5 y

Avg length 1 y 11 m

Longest experience 11 y 2 m

Expertise

Recent roles Process and Requirements Manager, Senior MarTech Manager (Interim Management), Interim Manager Customer Support Immotech

Main industries Professional Services, Telecommunication, Transportation

Main business areas Marketing, Customer Service, Sales

Qualifications

Certifications earned 3

Profile

Member since

August 2025

Last update

September 2026

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Frequently asked questions

Have questions? Find more information here.

Pia is based in Bonn, Germany.

Pia speaks the following languages: German (Native), English (Advanced).

Pia has at least 29 years of experience. During this time, Pia has worked in at least 15 different roles and for 17 different companies. The average length of individual experience is 2 years and 6 months. Note that Pia may not have shared all experience and actually has more experience.

Based on recent experience, Pia would be well-suited for roles such as: Process and Requirements Manager, Senior MarTech Manager (Interim Management), Interim Manager Customer Support Immotech.

In recent years, Pia has worked for Stadtwerke Unna, Telefonica Deutschland, and Freelance Consultant.

Pia is most experienced in industries like Professional Services, Telecommunication, and Transportation. Pia also has some experience in Advertising, Information Technology, and Retail.

Pia is most experienced in business areas like Marketing, Customer Service, and Sales. Pia also has some experience in Information Technology, Product Development, and Project Management.

Pia has recently worked in industries like Professional Services, Telecommunication, and Utilities.

Pia has recently worked in business areas like Customer Service, Marketing, and Sales.

Pia attended European Management Acadenmy.

Pia has 3 certificates. These include: AI transformation in datadriven companies, Certified Scrum Master & Product Owner, and Marketing Controlling Expert.

The availability of Pia needs to be confirmed.

Daily rate distribution

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Average rates for similar positions

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Daily rate avg. 795 €

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Median rate 880 €

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 16 Sep 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.