Customer Relationship Management Expert in Zurich

• 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.

• 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."

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.

• 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

• Clients: Central banks of the most developed economies in the world, German, Swiss, Luxembourgish, Monegasque, Singaporean, Japanese wealth managers and universal/private banks, world’s largest investment banks
• Accountable for managing the delivery of a portfolio of digital wealth and consumer relationship management initiatives
• Project managing portfolios of projects within CTO product and technology business area (cyber security, architectural changes, re-organisational transformation, 3rd party apps)
• Products: Kernel & Parametrisation for Core Avaloq Banking Platform; modules: CRM, client data management, wealth management, portfolio management (generating over 90% of company revenues)
• Key responsibilities:
• Reporting to Head of Disruptive Innovation Division; stakeholder to five product owners & two domain owners
• Accountable for delivery of annual themes and quarterly key deliverables
• Managing demand vs supply via QBR process: book of work, execution, reporting, risk management
• Directly managing around 40 external consultants (front-end/back-end engineers, BAs, designers)
• Hiring and managing resources in eight countries
• Running quarterly divisional closure meetings presenting achievements and challenges
• Resolving cross-team dependencies and internal/external conflicts
• Owning and controlling maintenance budget; planning, forecasting, execution; ensuring demand matches supply
• Identifying and staffing key roles with chapter leads
• Approach: Agile, Scrum of Scrums, QBR/OKRs
• Technology: Angular, PL/SQL, JavaScript, Confluence, JIRA (JQL)

• Solely responsible for two portfolios totaling USD 1 million with an average monthly performance of 2%
• Responsible for the investment strategy, specializing in US equities and ETFs (exchanges: NASDAQ and NYSE)
• Market, trend, data, and technical chart analysis
• Risk management – diversification, daily/weekly risk mitigation measures (rebalancing) to ensure optimal portfolio profitability

• Support with the introduction and implementation of the Qualtrics XM platform in the consulting and service environment for customers, e.g. in the banking sector, focusing on data quality, parameterization, technical coordination, and implementation support

• Technical validation of configurations, feedback flows, and reporting setups

• Review and assurance of data quality (mapping, mandatory fields, regulatory-relevant fields)

• Performance of UAT, functional tests, and data checks in collaboration with the department and IT

• Coordination with stakeholders from consulting, service, compliance, IT, and product management

• Clarification of technical requirements with the business side and derivation of adaptation requirements in the platform

• Creation of documentation, test protocols, and quality-related artifacts

• Support in the preparation of internal approvals and rollouts

• Successful technical acceptance of the new feedback and reporting functionalities

• Increase in data quality in the relevant fields (e.g., feedback classification, assignment to the consulting process)

• Stable implementation of the platform in the consulting environment with clear handover to IT and specialist departments

• Project lead for a global organization improvement project impacting tax model, global organization, Order 2 Cash (O2C), Procure 2 Pay (P2) processes, supply chain, finance, tax, assets, HR and IT systems including ERP
• Implemented new way of working, including process changes, documentation of work instructions and updates to IT systems including ERP and HR systems
• Success: new operating model implemented and delivering expected benefits

• Analysis, consulting, and development of a WordPress application for the digital processing and delivery of the Bauma chronicle archive

• Conducting one-on-one coaching sessions to support personal and professional goal achievement
• Developing customized coaching and training concepts for different target groups
• Facilitating training workshops on communication, leadership and personal development
• Analyzing development needs and deriving suitable learning and coaching measures
• Using various coaching methods and tools tailored to the client's individual situation

• Overall management of the international program to implement the KYX solution for the regulatory traceability of global financial and goods flows
• Steering the end-to-end integration of finance, logistics and compliance systems in a global network
• Responsible for planning, budgeting, quality assurance and reporting to the global program committee
• Leading interdisciplinary project teams and coordinating multinational stakeholders
• Designing and negotiating strategic partnerships with technology and vendor partners
• Ensuring smooth execution of all project phases from development to rollout in cross-regional markets
• Building a global KYX ecosystem with high regulatory impact
• Managing an international program with direct relevance for Deloitte Global
• Establishing standardized interfaces between finance and logistics systems

• Participating in a strategic enterprise project to introduce a centralized customer data platform ("Single Source of Truth") to eliminate redundant data storage and accelerate digital services

• Analyzing and documenting business and system requirements for migrating large, heterogeneous data sets (ETL) and for continuous data synchronization between core systems and the new platform

• Close collaboration with business units, data engineers and architects to gather and validate requirements, and to ensure data quality, consistency and regulatory compliance

• Defining the migration strategy, specifying ETL processes and synchronization mechanisms, and documenting technical interfaces

• Developing and executing test cases for migration and synchronization processes, and performing defect analysis to ensure data integrity and system stability

• Technologies: SQL, Microsoft SQL Server, Azure DevOps, Confluence, UML, RESTful Services, Swagger, Postman

• Supporting the association through an ongoing strategic restructuring process, modernizing operational structures and improving governance.
• Founded specialist workgroups for Financial Services and Next-Gen Finance, establishing collaboration frameworks, setting priorities, and driving initiatives across the Swiss financial ecosystem.
• Strengthened SFTA’s visibility and impact by organizing high-profile industry events, expert panels, and roundtables with banks, WealthTechs, investors, and regulators.
• Initiated and secured strategic partnerships with ecosystem players to broaden the association’s reach and promote wider FinTech and WealthTech collaboration.
• Contributed to the development of thought-leadership topics and national-level initiatives aimed at enhancing Switzerland’s position as a global FinTech and WealthTech hub.