Customer Relationship Management Experts in Hamburg

• Led strategic IT and process consulting projects, streamlined business processes, and aligned IT systems with business goals, resulting in a 20% improvement in organizational efficiency.
• Led international transformation projects using agile and traditional methods, managing a cross-functional team of more than 15 professionals and delivering solutions on time and within budget.
• Developed cloud-based ERP/CRM systems (Salesforce, Infor, Microsoft) for clients, ensuring seamless integration and reducing system downtime by 30%.
• Led large-scale change management initiatives, actively involving stakeholders at all levels and driving the successful rollout of innovative systems in global organizations.
• Led requirements analysis and the tender process for clients, identified cost-saving opportunities, and improved operational workflows.

Energy, transmission system operator · Desktop, web application

• Products Digitalisation of the grid connection process; master data and processes of market locations; balancing of virtual MaBiS aggregate time series; the group's first searchable catalogue and visual UI pattern library

• Planning, running and analysing qualitative in-depth interviews: more than 100 interviews with external market partners and internal departments

• Designing qualitative interviews including interview guides and evaluation logics; recruiting and scheduling participants

• Analysing, preparing and presenting research findings as usability reports and result reports

• Translating research findings into UX and design requirements and deriving prioritised recommendations for improvement

• Presenting analysis and research results to departments, product owners and decision makers in a form suited to each audience

• UX research for internal enterprise and line-of-business applications along regulated market processes

• Quantitative methods: online surveys for roadmap prioritisation, questionnaire studies, definition and measurement of UX KPIs

• Facilitating requirements workshops; gathering, analysing, describing, agreeing and documenting functional and non-functional requirements

• Developing user flows and customer journeys; building and providing UX standards, methods and capabilities (UI pattern library)

• Working in product and project teams under Scrum, taking part in all subject-matter meetings and Scrum events

Impact Took three software products to launch

Tools Condens, Miro, FigJam, Figma, Whimsical, Microsoft Teams, Typeform

• Optimization of business results and expansion of sales activities
• Responsible for personnel organization
• Introduction of a document management system (DMS)
• Introduction and optimization of the ERP, CMS and CRM landscape
• Introduction of digital signatures
• Increase in revenue, reduction in costs and increase in EBIT

• Administration and further development of the M365 environment including Teams, Exchange Online, Intune and SharePoint Online
• Development of dashboards for performance monitoring using Microsoft Power BI
• Implementation of user requirements and processes with low-code/no-code technologies (Power Apps, Power Automate)
• Use of Jira and Azure DevOps to plan and implement user stories in an agile project context
• Participation in daily stand-ups, sprint planning, sprint reviews and retrospectives as technical point of contact
• Planning and implementation of security policies using Azure Conditional Access and multi-factor authentication
• Configuration and deployment of clients and applications via MECM (SCCM) and Baramundi

Technologies: n8n, Notion, OpenAI API, Claude, MS AI Foundry, MS CoPilot Studio, MS CoPilot, LLM, Node.js, Vercel, LangGraph, PostgreSQL, pgEdge, pgvector, Docker, LangChain, Ollama, Open WebUI

• Continuous evaluation and prioritization of internal automation needs
• ~20 AI agents in active use: research, content pipelines, document processing
• 5 n8n workflows for automated data and process control
• Architecture built on the same principles as in customer projects: state management, event-driven orchestration, API integration
• Ongoing operation and further development

• Responsible for the overall planning, concept, and operational execution of content production for Doppelherz International, including coordinating video and photo productions for international content
• Strategic planning, management, and execution of the D2C content strategy for Doppelherz Germany, especially for platforms such as Amazon, to increase reach, engagement, and conversion
• Independent concept development and execution of the collagen beauty campaign as well as organization and project management of the Doppelherz image film, including close coordination with internal departments, external agencies, and production partners
• Ensuring deadlines, budgets, and quality standards while consistently following the Doppelherz guidelines

• Global P&L responsibility for direct-to-fan, e-commerce and merchandise, including onboarding regional markets and steering budget and resource allocation
• Managed an international team of more than 40 FTEs running all e-commerce activities for the company's various brands
• Implemented a global technology overhaul, replacing legacy systems and building and improving a Magento-based technology infrastructure
• Developed content, marketing and CRM strategies while continuously improving design and usability (UI, UX) with a focus on improving conversion rates
• Contributed to 25% year-over-year growth over two years and played an integral role in the 2021 relaunches

Providing executive marketing leadership for multiple clients across scaling B2B technology and B2C consumer brands. Driving growth through strategic marketing leadership, owning positioning, brand and go-to-market execution while building AI-enabled operating systems and company-specific frameworks that make teams faster, preserve institutional knowledge, and scale more effectively. Leading a full repositioning for B2B cybersecurity SaaS client, rebuilt the messaging architecture, ICPs, buying groups and defined a new go-to-market strategy spanning marketing and sales, including the go-to-market brand and market-facing presence

• Implementing AI-enabled knowledge and operational systems that improve execution, cross-functional alignment, and institutional knowledge retention

• Consolidating multiple separate brands for a B2C client into a single umbrella brand, with a new go-to-market strategy and operating setup behind it

• Brand modernization and digital growth strategy for a premium consumer brand, redesigning the brand architecture, customer journey, and e-commerce experience

• Establishing scalable content, marketing, and operating systems to support long-term growth and more effective execution

As CFO, responsible for building a scalable financial and corporate structure focused on growth, investment readiness and fundraising. This includes creating all relevant fundraising materials and engaging with potential investors. The main goal is to establish solid structures that prepare the company financially, organizationally and strategically for growth.

• Disciplinary and professional leadership of the IT and service team
• Definition and documentation of the Current Mode of Operation (CMO) in Confluence: application landscape, infrastructure, networks, backup & storage
• Development of the Future Mode of Operation (FMO) including process analysis & stakeholder interviews with all departments using BPMN and flowcharts
• Optimization of license management: reduction of ongoing software costs by approx. 17% p.a.
• Introduction and establishment of Jira as the central tool for project and service management
• Introduction and rollout of the HR software MindKey to digitize HR processes
• Introduction of a VoIP solution with Microsoft Teams incl. PSTN connection to replace classic telephony
• Introduction of the production and planning software OptiControl to digitize operational processes
• Rollout of Intune as a Mobile Device Management solution for Windows, iOS and Android
• Build-up of Power BI dashboards for machine park monitoring and financial reporting
• Planning and execution of the IT consolidation of two locations for 170 users
• Introduction of automated penetration testing with Pentera
• Coaching and mentoring the team in agile methods & project management
• Operational support in day-to-day business: administration, incident & change management
• Management of external service providers and assurance of the quality of outsourced IT services
• Responsibility for the IT budget incl. planning and controlling
• Direct reporting line to management with regular management reports on IT KPIs, budget and project status

• Data-analysis, Preparation, gathering and coordination of business requirements for retrieval of monthly- and long term (CLV – relevant) cost- and revenue-components per contract for a customer–base–grouping project (HUB–Project) for B2C-Postpaid-Controlling
• Concept and Implementation of cost- and revenue-KPIs calculation and corresponding CLV–reports (Oracle, Perl, SVN, MS SQL Server, MS Power BI, Serviceware Performance Analytics)
• Operational support of the HUB-Project – various ad-hoc reports, deployments, job-scheduling etc. (Oracle, SVN, BICSuite–Scheduler, DWSODA etc.)
• Analysis, implementation, retrieval and reporting of various physical and financial KPIs for B2P-Prepaid Business on an existing data-mart (Oracle, Perl)

I help marketing teams and leaders get from data to decision - understanding their business model, defining what to measure, and building the tracking and reporting infrastructure to make it happen.

• Built and optimized analytics setups for 60+ clients across D2C, E-Commerce, SaaS, LeadGen and Subscription businesses in my career - from early-stage startups to enterprises
• Core focus: GA4 & GTM tracking architecture (incl. server-side), consent-compliant measurement, marketing dashboards (Power BI) and attribution
• Trusted long-term partner: most client relationships extend well beyond the initial project into ongoing strategic and operational support (NPS > 9.4)
• Regularly act as analytical sparring partner for marketing leads and C-level stakeholders, bridging the gap between data, tech and business strategy

• Took over the steering of the SAP S4 transformation program after 15 months of project duration
• Assessed the quality of soft facts, especially the quality of collaboration and communication
• Evaluation, program planning, resource control, and realignment of the timeline
• Introduction of the software delivery model and quality gates
• Initial scope definition in the form of business capabilities
• Introduction of enterprise architecture
• Reporting to the SteerCo for the S4 transformation program / C-level
• Risk management and escalation when project risks were identified
• Coordination of the various projects within the program

• Design and integration of complex applications based on market and segment-specific customer journeys
• End-to-end project management from software/process design to rollout
• Stakeholder management and requirements engineering
• Business and process analysis
• Business strategy and business development
• UI/UX design and management
• Accessibility according to WCAG 2.0 and BITV 2.0
• CRM/CMS integration and digital marketing management
• Design thinking and software integration management
• Kanban, Scrum and agile methods
• Planning, design and integration of marketing experience platforms and marketing planning platforms
• Definition of customer journeys and conversion optimization