Customer Relationship Management Experts in Frankfurt

• Elevator emergency call reorganization project: Project to evaluate and define a new technical solution for connecting elevator emergency calls for all facilities of DB InfraGO passenger stations.

• Objectives: Secure, redundant connection of all locations across Germany. Definition of the technical solution, documentation, subject-matter support and management of specialist and line organizations.

• Identification and commissioning of technical solutions.

• Management of documentation and approval of the technical solution in DB regulations.

• Definition and tracking of the roadmap for describing the solution.

• Preparation of a rollout plan to avoid shutdowns.

• Coordination and implementation of decision proposals for steering committees.

• Communication of the solution to all committees and regional areas.

• Goal: Development and optimization of loyalty and CRM measures for a leading e-commerce platform
• Solution: Identification of promising users, increase in engagement, and long-term retention to drive revenue growth
• Definition of local CRM direct communication for specific segments
• Translation of research insights into actionable recommendations
• Planning and implementation of CRM campaigns in close collaboration with marketing and product teams
• Identification of optimization potential in direct communication
• Collaboration with external agencies on creative solutions, prototyping, and UAT
• Measurement and reporting of key KPIs

Asset of GPP (Private Equity)

• B2B, Provider of cooled packaging solutions for the pharmaceutical industry
• €20m in revenue, 50 employees, 2 locations

Responsibilities:

• Responsibility for all commercial and financial activities
• Establishment of a finance and reporting structure
• Carve-Out / Post-closing transition management

Achievements:

• Preparation of investor reporting package (sales, financials, cash) using Power BI
• Development of a sales funnel
• Business process redesigns and implementation of regular business reviews

#Coordination of the introduction of the new CCT platform in the RAITT project in the Customer Service area for the inbound channels Call/Email/Letter and Web/App.

• Design of the rights and roles concept in Phase 1 of the Salesforce product launch.
• Coordination with Enterprise and Solution Architects regarding future system interfaces (APIs, REST APIs).
• Close coordination with the affected business units and project teams across tribes. Support for the introduction of the new CCT platform in Sprinklr and its dependencies on RAITT for all inbound channels.
• Preparation and coordination of works council-related topics with HR and Application Owners.
• Creation and optimization of process flows for inbound feature-related business processes and their modeling. #Toolset: JIRA, Confluence, Camunda, Aris, Salesforce, SCRUM

• Project-based work in marketing automation, process optimization, and content.
• On-site operational assignments in fully English-speaking teams.
• Focus on self-organized work, changing locations, quick onboarding, and a high level of personal responsibility.
• Remote projects for Spartan Race Australia & DMC Europe, among others.

• Led discovery phase and POC for Shopware to Shopify Plus migration across EMEA markets, evaluating platform suitability, technical architecture, and multi-brand/multi-country capabilities against business requirements.
• Designed reference architecture for Shopify Plus implementation incorporating headless front-end patterns (Vue.js, Nuxt.js), CMS integration (Magnolia), and Azure middleware (APIM, Functions, Logic Apps, Service Bus) for 11 EMEA markets.
• Defined migration strategy analyzing data mapping, cutover approach, and zero-downtime deployment patterns using Varnish caching, GitOps pipelines, and CI/CD orchestration across six vendor teams.
• Architected multi-tenant Shopify Plus governance model with centralized admin, localized storefront customization, and compliance controls (GDPR, data residency).
• Prototyped AI-driven search optimization (LLM.txt, JSON-LD) for product discoverability in Google AI results, demonstrating post-launch performance opportunities.
• Defined EMEA expansion roadmap for 15+ markets through C-level strategic workshops, identifying phased rollout, market-specific configurations, and resource requirements.
• Tech Stack: React, Nuxt.js, Vue.js, Magnolia CMS, Shopware, Shopify Plus, Azure (APIM, Functions, Logic Apps, Service Bus, Front Door), Varnish, SAP, MS Dynamics, Docker, Kubernetes, GitHub Actions, PostgreSQL, Kafka

Further development & digitalization of key sales and application processes in a regulated banking environment, including requirements structuring, roadmap development and AI-supported use case assessment

Responsibilities & Impact:

• Management of existing digital products to ensure stable operations (Keep the lights on) amid growing regulatory complexity
• Product vision and development of a consistent, implementable roadmap
• Strategic backlog prioritization based on business goals, dependencies and technical feasibility
• Coordination of release planning, backlog, quality assurance and go-live readiness with business departments, IT, implementation teams and management
• Identification, structuring and assessment of AI-supported use cases at the interface of business departments, IT and the regulatory environment
• Analysis, structuring and translation of complex business requirements into epics and user stories
• Facilitation of team, stakeholder & alignment formats to ensure clarity of objectives, collaboration and decision-making ability
• Transparency on capacities, dependencies, delivery status and KPI/status aspects as a basis for product & management decisions
• Compliance with transparent structures and documentation (LeanIX, application profiles, runbooks)

Contribution to results:

Stabilization and further development of key financial processes under high regulatory and technical complexity. Improved transparency, decision-making ability and implementability through structured requirements, auditable documentation and AI-supported ways of working.

• Bootcamp Coach: "Digital Sales with AI" for neuefische GmbH
• Creation of curriculum and content for career changers seeking to start a career in digital sales
• Teaching of methods and tactics for an exhaustive tech stack:
• AI Agents Zapier and make.com
• AI Tools Midjourney, heygen, Text-Text LLMs (ChatGPT, Claude, Gemini etc.)
• Sales Software Stack: Fireflies, HubSpot, WIX, Talkwalker

• Conducting requirements analyses
• Facilitating Scrum workshops and meetings (Daily, Retrospective, and Review)
• Introducing and configuring Confluence
• Introducing and configuring Jira
• Conducting PI planning
• Scaling the framework
• Building the SAFE & Spotify structure
• Developing various approaches

• Operational implementation of the growth levers of growing E-Com brands: SEO, GEO, SEA, shop, conversion, and automation of recurring processes.
• Building and managing specialized AI agent systems that work as roles (SEO, content, conversion, Shopify engineering) instead of single prompts.
• Working either as done-for-you execution or as done-with-you setup, where the brand's team can continue working on its own afterward.
• Customers and projects include TeamTex and Original Veddel, Störtebekker, ConstructionX.
• AI workshops and enablement formats for specialist and leadership teams, plus the joint webinar series AI Vibe Club with Xentral.

• Design, development, operation, and end-customer support of customized and individual software solutions

• Spearheaded the development and deployment of a Generative AI solution tailored for the automotive industry focusing on improving customer experience through AI-driven innovations.

• Conducted in-depth market research to understand unique challenges and opportunities within the automotive sector by analyzing industry trends, customer pain points, and competitive offerings to inform the product strategy.

• Formulated a strategic vision for the Generative AI solution targeting personalized customer experiences, aligned product vision with the company’s long-term goals and automotive market demands.

• Enhanced customer satisfaction by introducing personalized AI-driven features, achieving a 15% increase in customer engagement and loyalty.

• Attended and represented Audi AG on a group-wide level in workshops for AI strategy for customer experience.

• Leveraged knowledge of recurrent neural networks and transformer architecture.

• Utilized GPT-3 generative AI frameworks.

• Employed TensorFlow and PyTorch for machine learning.

• Used Tableau from Salesforce for data analysis and visualization.

• Served as solution manager for the Business Architecture team.

• Collaborated with business stakeholders within Audi OEM to gather requirements for CRM strategy including marketing department, CRM heads across countries, VW group brands and CARIAD SE.

• Represented Audi AG in CRM strategy workshops held in different countries.

• Discussed CRM strategy with head of CRM and Data based on workshop outcomes.

• Conducted business analysis on gathered market data to improve customer experience.

• Planned and launched marketing campaigns such as welcome mailing, license renewal reminders, Audi Progress Circle and Black Friday campaigns.

• Managed project budget.

• Acted as solution manager for the ONE.CRM team at CARIAD SE on loan from Audi AG.

• Collaborated with business owners of VW group brands to develop a central solution.

• Represented CARIAD SE in CRM strategy workshops in Spain, France and Italy.

• Discussed CRM strategy with head of CRM at CARIAD SE based on workshop outcomes.

• Conducted business analysis on market and brand data to improve customer experience.

• Planned and delivered campaign capabilities from template to brands such as welcome mailing for Audi AG, SEAT and SKODA.

• Managed project budget together with head of CRM.

• Development and implementation of backend components with PL/SQL and Oracle Forms 12c. Adaptation and further development of the policy administration system. Technical consulting in UI design with a focus on integrating existing Oracle Forms and the requirements of the BIPRO framework.
• The project takes place in the technical environment of BIPRO, SQL databases and Oracle Forms applications. The assigned work includes backend development and technical further development in the above project with the following tasks:
• Development and implementation of backend components with PL/SQL and Oracle Forms 12c to technically map the business processes and ensure a stable and efficient system architecture
• Adaptation and further development of the policy administration system to ensure system functionality in line with the requirements of the new broker communication program
• Analysis of the existing system to identify and avoid errors and technical problems during implementation, in order to enable a smooth transition to the new system
• Carrying out patching and further development of existing Oracle and Oracle Forms applications to ensure compatibility and security of the systems in use
• Technical consulting in UI design with a focus on integrating existing Oracle Forms and the requirements of the BIPRO framework.

Label: PL/SQL, Java, Oracle RDBMS and Oracle Forms