Customer Relationship Management Expert in Switzerland

Consultant for Digitalisation, Process Optimisation and System Integration, working in direct coordination with the Managing Director.

Responsible for the operational steering of a digital transformation initiative focused on process analysis, system integration, automation and structured service processes. Translation of business requirements into practical solutions based on SmartBrix/Odoo and connected communication and third-party systems.

Key areas:

• Structuring and optimisation of property management and customer service processes
• Product Ownership and Business Analysis
• System integration across SmartBrix/Odoo, Microsoft 365, VoIP and WhatsApp Business
• Coordination of external software and technology providers
• Development of testing, approval and quality assurance processes
• Use of AI for process and knowledge support
• Documentation, governance and risk management
• Transparent reporting of project progress, risks and decision requirements to management

• Established the Enterprise Architecture function from the ground up for Sulzer Group (~13,500 employees, CHF 3.6B revenue)
• Defined the Technical Governance framework, Target Operating Model, and IT PMO foundation now governing architecture decisions and portfolio demand across all divisions.
• Deployed SAP LeanIX as the authoritative application portfolio system of record - catalogued 500 applications group-wide (140 for Chemtech), onboarded business and IT stakeholders, and initiated integration with ServiceNow to embed architecture data into operational workflows.
• Led the divisional & group wide Application Rationalization initiative
• Decommissioned 15% of the 140 applications Chemtech portfolio, delivering CHF 627k in run-rate savings over two years and materially reducing licensing and support exposure.
• Defined and executed the divisional AI Roadmap in partnership with Sales, Legal, and R&D leadership
• Delivered 4 AI solutions into production (including Sales process harmonization and LLM-based IP conflict detection) from a portfolio of 7 prioritized initiatives.
• Built and owned the 3-year IT Strategic Roadmap for Chemtech
• Aligned cloud and technology architecture with divisional business priorities and a CHF 1.5M annual investment envelope.
• Delivered CHF 500k in cost avoidance by challenging and discontinuing funded but low-value initiatives, demonstrated governance discipline and executive influence, with zero implementation spend.

• Defined and launched a major European digital transformation program, leading a six-bidder RFP, overseeing solution blueprint development and co-developing the business case, roadmap and multimillion budget. Secured board approval within five months.
• Built and led a multidisciplinary delivery organization of nearly 50 people at peak, spanning internal teams and three external partners. Defined responsibilities, allocated resources, set priorities and oversaw vendor performance, coordinating 200+ stakeholders.
• Led the two-year delivery of a common Salesforce CRM and digital sales portals across four EU subsidiaries, integrating local systems through MuleSoft Anypoint. Connected to Databricks for reporting, and embedded Databricks-based pricing and credit checks into the sales processes. Applied an Agile, business-first approach to evolving business needs, achieving adoption in France, Italy and Spain and business-validated technical go-live in Germany, within budget.
• Established a sustainable post-program ownership and support model: appointed a Business Analyst as Product Owner and coached him over two years to take full ownership of the solution and the digitalization strategy. Built the functional delivery team, brought one of its Functional Analysts in-house as the business-side Application Manager to oversee functional management and future enhancements, and recruited two Salesforce Admins into Group IT for country-level user support and day-to-day technical operations.
• Enabled further group-wide expansion through a reusable, scalable platform, securing board approval for a rollout to Czechia & Poland. Initiated both rollouts before completing the assignment.

• Stepped into a senior interim mandate with hands-on accountability for a complex business model transformation, taking ownership of execution, operating decisions, and delivery within a highly regulated and complex regional environment.
• Led market access, launch, and go-to-market transformation work, aligning commercial, operational, and governance structures to support entry into new markets under time and regulatory pressure.
• Supported post-merger integration as well as divestiture shaping assignments, working hands-on with executive teams to align operating realities, decision rights, and accountability with transaction intent.
• Took interim ownership of critical transformation and integration programs, resetting priorities, sequencing, and leadership expectations where delivery risk or organizational friction had emerged.
• Acted as a trusted interim partner to CEOs and senior leaders during periods of structural change, providing clear judgement, hands-on leadership, and execution discipline.

• Clarifying and discussing technical requirements and coordinating with the team
• Contributing to the objectives of the Digital Transformation Services unit and implementing them
• Analyzing, specifying, updating and delivering architecture models to implement digital solutions in line with business, data infrastructure and requirements
• Selecting suitable technical options for application design, considering interoperability, reversibility, scalability, usability, accessibility and security, and optimizing the cost/quality ratio
• Creating and maintaining concept documents, architecture models and other technical documentation
• Reviewing services to be provided and other documents for solution development
• Collaborating with the IT enterprise architect, business analyst, project manager, developers, testers and process owner on the design and documentation of technical specifications for new developments and enhancements
• Communicating concepts to relevant stakeholders and supporting them
• Participating in enterprise architecture activities and ensuring compliance with principles, standards and guidelines
• Monitoring compliance with defined designs at application, solution and enterprise levels
• Developing and testing existing and new solutions as required
• Supporting and guiding development teams in implementing new projects or maintaining existing products, taking on the product manager role if required
• Establishing and ensuring best practices in implementation, documentation, testing and packaging for distribution
• Contributing to the handling of reported incidents and requests assigned to third-level support, and following up as required

The insurance application service provider in Switzerland intended to develop a multi-channel output system to support their customers on their digital enhancement journey.

• Established an Agile Release Train based on SAFe 6.0
• Trained all ART leadership
• Coached the development of the solution intent
• Established 5 teams in the ART. Developed the Epic and Feature Backlog for the team.
• Planned and coached 2 PI planning sessions

The insurance application service provider in Switzerland intended to transform their claims management BPO and IT team into an agile delivery organization.

• Established an Agile Release Train based on SAFe 6.0
• Trained all ART leadership
• Coached the development of the solution intent
• Established 2 teams in an ART.
• Developed the Epic and Feature Backlog for the team.
• Planned and coached 2 PI planning sessions

Founded and scaled Merkle's CDP community, and built the foundation of a Centre of Excellence

• Cultivated strong connections with C-levels of the company, securing their support and ensuring the community's efforts align with organizational goals (and vice versa when needed)
• Nurtured vendor relationships ensuring top support to the teams and recognition for opportunities
• Drove community growth (+100 members), cross-country collaboration, enablement, best practices, and knowledge sharing across 7+ countries, positioning Merkle as leader in CDP implementations.

• Since August 2025 I'm working on the Conversational AI team. We are developing an internal platform for the future of Conversational Ecommerce, powering other teams to use the Agents in their user experience. I'm deeply focused on the architecture of this project, with a particular focus on the monitoring and live evaluation of the agents.
• Played a pivotal role in business-critical operations, including Adyen client upgrades, multi-account configuration for app releases, domain migration support, and implementing a crucial BFCM hotfix to resolve a 10-minute update query (on the checkout workflow) that was blocking sales.
• Served as a key member of the On-Call rotation for over a year, leading >15 incidents, contributing to system stability, and enhancing distributed tracing via New Relic integration, deepening system-wide understanding and operational excellence.
• Conceived and delivered an MVP for a "Low Stock in Key Variants" (LSKV) index within two weeks as part of the Conversion Rate Taskforce, using statistical analysis of size curves to identify OOS products; this initiative led to a (0.9%) CVR improvement post-handover.
• Led major performance and stability initiatives, including a Ruby upgrade (YJIT, Jmalloc) that slashed average response times from 220ms to <100ms, and initiated an "Order Table Cleanup" project to manage 10M+ order records, ensuring SOX compliance and database health.
• Architected and delivered a scalable CloudFlare Worker solution for critical Apple Pay domain validation, mitigating operational risks and establishing a best-practice, automated workflow that was subsequently leveraged by multiple teams, demonstrating cross-functional impact
• Drove substantial evolution of the core e-commerce backend through consistent, high-impact contributions (130+ merged PRs), spanning critical feature delivery, complex system optimizations, and enhancing platform stability."

• Interim management of IT-POS based on GK and SAP for DEPOT GDC.
• Responsibility for the stability and further development of the POS base platform.
• Management of adaptations and rollouts in the POS environment in coordination with the SAP backend.

You don't need a five person agency or complex engineering to scale your sales and marketing.

Hi, I'm Lars - your Swiss growth partner. I work with funded startups and forward-thinking SMEs to build AI-first growth engines, from strategy to execution.

• Recording, validating and coordinating customer requirements
• Analyzing commercial processes at customers, as well as designing and implementing solution designs in Salesforce
• Designing and developing Salesforce architectures based on Sales and Service Cloud
• Maintaining and expanding own competence in order to know the new functions of Salesforce
• Taking an active role in the pre-sales phase and working closely with the sales and pre-sales teams
• Building and consolidating maturity within the team in new topics
• Actively helping to define and align own role within the DXC Best Practice
• MC Growth implementation
• AI Agentforce Agents Builder
• Agent Designer with elements.cloud
• Salesforce ORG assessments
• Process configuration mining
• Single point of contact for SFDC contacts global
• Project coordination with the EMEA and global head
• Proposal presales work with Salesforce AE and client partners for global accounts

«ZLF – Future Billing Solution»

Cross-module S/4HANA (MDG, HCM, SD, FI-CA, FI-CO)

• Technical consulting and development in S4 Master Data Governance (MDG-BP)
• Development in HR-BP integration, O2C, CAR analytics data modeling, contract accounts, controlling and interfaces. (native HANA, CDS, RAP, Fiori Elements, OData)

• Analysis of the current situation and repositioning of the brand
• Building up recruiting, sales, and customer support
• Planning for trade fair participation
• Establishing a sales process
• Introducing a CRM tool (Pipedrive)
• Setting up a subsidiary in Switzerland
• Implementing all aspects of temporary staffing

• Collaboration with and deputizing for the service manager for UCC (product owner)
• Interface management for UCC with other functionalities as part of the digital workplace
• Control of infrastructure tests and rollout, monitoring dependencies with other sub-projects