Salesforce Lightning Expert in Germany

• Digital Marketing
• E-Commerce Consulting
• LinkedIn Marketing
• Google Marketing
• Search Engine Optimization (SEO)
• Web Project Management

• Built risk matrix engine using Apex & LWC; integrated Onfido for document verification.

• Created product roadmaps from conception to launch
• Led the successful delivery of a cross-functional program valued at €3.5 million per year
• Managed and prioritized the product backlog
• Specified requirements from different stakeholders and led design discussions
• Led the exploration, refinement, design, development, and operation of the product using agile methods and drove the overall vision and direction
• Worked closely with delivery teams and cross-functional partners (Business units, Software Engineering, UX, Domain Management)
• Developed and executed risk assessment, prevention, and mitigation plans; identified, tracked, and resolved issues
• Established program governance to manage requirements in line with scope, time, schedule, cost, and business objectives
• Acted as single point of contact for internal organization, customer, and partner to foster collaboration and decision-making

Achievements:

• Increased online reach of knowledge and efficiency in CIC
• Rolled out Salesforce Central Knowledge Mgmt. in 30 BMW markets for Selfcare and Assisted Care
• Improved performance and individuality of knowledge through GenAI integration in self-care and assisted care
• Reduced call costs, shortened call durations, and decreased follow-ups, lowering operational costs
• Rolled out GenAI solution in 20 BMW markets for Selfcare and Assisted Care

Technology/Tooling: Salesforce Service Cloud, Experience Cloud, Knowledge Base, Einstein GPT, Mulesoft, Adobe Analytics, BMW GenAI Platform, Jira, Confluence, GitHub, Jenkins, AWS, CI/CD

• Acting as the architect for the entire Service Cloud
• Translating functional requirements into user stories
• Technical design of service processes (After Sales, Complaint, Return Order, Email-to-Case, Case Routing, Sharing)
• Designed and implemented data models for service processes
• Bidirectional integration with SAP S/4HANA for service processes
• Conducted solution design reviews across the team (Service & Sales)
• Led consultants in sprints, supporting junior consultants
• Deployed with Git and SFDX (CI/CD), trained juniors (naming conventions, quality gate, flows)
• Supported and advised administrators (security, releases, bugs)
• Key-user training for rollout countries (Switzerland, Sweden)
• Developed LWC, flows (screen, record-triggered, platform event), APEX callouts, batch jobs
• Proof of concepts (knowledge base, entitlement, omnichannel)
• Test setup, execution, and bug analysis of implementations

• Configure and customize Salesforce Marketing Cloud, Braze, and Data Cloud to meet client-specific requirements, ensuring seamless deployment and scalability
• Develop and maintain custom APIs, automation workflows, SQL queries, Liquid Script, AMP script, and SSJS scripts for data processing, personalization, and dynamic content
• Design and implement multi-channel campaigns and customer journeys across email, SMS, push notifications, and in-app messaging
• Build and maintain integrations with CRM systems, analytics platforms, data warehouses, and third-party tools using REST/SOAP APIs and connectors
• Develop data models, ETL processes, and pipelines to synchronize data across systems, enabling a unified customer view and real-time engagement
• Optimize platform performance by implementing error handling, logging, and monitoring mechanisms
• Provide development support for campaign setup, deployment, and monitoring
• Optimize customer journeys and automation workflows using Journey Builder, Audience Builder, and Automation Studio
• Conduct A/B testing, performance analysis, and reporting to enhance campaign effectiveness and ensure maximum ROI
• Design and maintain data extensions, segmentation strategies, and audience targeting rules for effective customer communication
• Leverage Data Cloud capabilities to unify customer profiles, enable predictive analytics, and personalize customer interactions
• Act as a technical SME, providing support for complex issues related to platform configuration, integrations, and campaign execution
• Troubleshoot API integrations, scripting errors, automation failures, and data synchronization issues
• Collaborate with vendors and internal teams to resolve critical issues and deploy fixes
• Establish development standards, reusable templates, and best practices to ensure consistency and scalability
• Document technical designs, workflows, configurations, and troubleshooting guides
• Conduct training sessions and knowledge transfers to empower internal teams and clients
• Develop custom dashboards and performance reports to track campaign metrics and data trends
• Stay updated with Salesforce Marketing Cloud, Braze, and Data Cloud releases and industry trends
• Evaluate and implement new tools and AI-powered solutions for predictive analytics, segmentation, and personalization

• 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.

• Implemented Service Tickets functionality for the HOLAWAL Partner Portal, taking full ownership of the epic from architectural design to delivery
• Conducted stakeholder meetings, defined solution approach, and developed a reusable dynamic LWC component that enables configurable flow creation through JavaScript file settings
• Implemented the IP-VPN workflow as a new business product and managed its end-to-end delivery using Salesforce Communication Cloud
• Designed and developed a customer-facing quoting mechanism enabling external customers to view and accept quotes seamlessly
• Localized and enhanced the customer portal by implementing Dutch translations, improving usability and engagement for a major Dutch client
• Designed a quote request submission flow for the customer portal using Balsamiq wireframing tool, ensuring all required details were captured upfront
• Developed an order form flow using Lightning Web Components to capture products, linked services, and service locations
• Configured Salesforce Industries CPQ by modifying existing products, adding new attributes, and implementing validations to enhance product customization and accuracy
• Implemented Apex mocking using the FFLIB library to build efficient, maintainable, and high-coverage test classes

• Preparing and conducting workshops for Salesforce Marketing Cloud and Salesforce Sales Cloud
• Training key users in standard Salesforce capabilities for Sales Cloud & Marketing Cloud, customization capabilities, live demos, including hands-on exercises
• Tools / languages: Marketing Cloud, Sales Cloud

• Developed and maintained custom Salesforce solutions using Apex and Lightning Web Components (LWC) to improve functionality, scalability, and performance of the SurveyVista product.

• Implemented automated workflows with Salesforce Flows, Apex triggers, validation rules, and process automation to optimize business processes and data quality.

• Integrated external systems via REST and SOAP APIs for data exchange and third-party integrations.

• Used Salesforce DX (SFDX) for version control, deployment, and easy updates.

• Handled enhancements and bug fixes related to surveys, results, buttons, data collection, and records.

• Reviewed code changes and worked closely with QA teams to ensure stable and high-quality deployments.

• Collaborated with stakeholders and project managers to analyze requirements and translate them into technical solutions.

• Supported process improvements through automation, data modeling, and platform customization.

• Mentored junior developers in LWC development, Salesforce best practices, and debugging.

• Led the migration of the SurveyVista website from WordPress to Salesforce Experience Cloud for better integration and platform consistency.

• Delivered custom Salesforce solutions for clients such as Lowry Solutions, Advisa USA, GCA, Dürr Group, and Tip It Forward.

• Conducted requirement analysis and created functional and technical documentation (FDD/TDD).

• Designed and configured custom objects, fields, relationships, validation rules, and security models based on client requirements.

• Implemented record-triggered automations with Salesforce Flows and Apex triggers.

• Developed Apex classes and invocable methods for survey initiation, automatic email sending, and post-processing.

• Designed and customized Lightning email templates for automated survey emails.

• Created and configured surveys with SurveyVista, linked to Salesforce records for response collection and tracking.

• Developed reports, report types, and dashboards to monitor survey results, status, and timelines.

• Configured, tested, and validated solutions in sandbox environments following Salesforce best practices.

• Created test cases and supported QA and UAT cycles.

• Presented technical demos and solution presentations to clients and adjusted implementations based on feedback.

• Deployed changes in development and production environments using change sets and CI/CD tools for stability and data integrity.

• Design and integration of 12 subsidiaries with individual sales processes into a shared Salesforce Sales Cloud instance
• Planning and implementation of 12 organizational units, including their specific business processes, in Salesforce Sales Cloud
• Architecture and implementation of a unified Sales Cloud solution for 12 different companies with individual requirements
• Translation of product owner requirements into user stories, tickets, and development packages
• Design, documentation, and implementation of sales processes in Salesforce
• Migration of 6 entities from legacy systems to Salesforce, including migration planning and execution
• Development and implementation of the data model as well as the sharing and permissions model for the Salesforce organization

• Trusted advisor to Deutsche Bahn’s subsidiaries in Europe and the UK. Leading a team of 9 consultants.
• Responsible for project management, new client acquisition, implementation/development, architecture, integration, and training.
• Supporting the consulting team’s growth by sharing know-how, best practices, and business analysis methods.
• Designing and implementing a new onboarding process for new clients, improving customer satisfaction.
• Introducing Salesforce guidelines and standards for Lightning Platform / Core Cloud implementations to reduce technical debt and ensure consistency.

• Salesforce freelancer with focus on the Salesforce core clouds (sales, service, and experience)
• Creating Salesforce solution designs and implementing custom solutions (Salesforce development) – experienced in Salesforce Apex and integration technologies (integration of third-party apps with Salesforce)
• Performing Salesforce deployment activities
• Salesforce greenfield implementations and data migrations from legacy CRM systems (with the use of ETL-tools)
• Conducting Salesforce org health checks - maintaining, improving and automating Salesforce implementations and processes
• Designing and implementation of sharing & visibility concepts

• Architecture and development of enterprise-level Salesforce solutions, including process automation, integrations, and Lightning components.
• Collaborating with stakeholders to optimize CRM architecture and data models.
• Tools & technologies: Salesforce, Apex, LWC, SOQL, Flows, REST APIs, Git, VS Code.

• Consulting and delivery of over 30 Salesforce projects (Sales Cloud, Service Cloud, Experience Cloud, Pardot, Marketing Cloud)
• Designing and setting up CRM architectures including requirements management, data modeling, and automation
• Implementing custom solutions (Apex, LWC, Flows, integrations)
• Developing interfaces with ERP, DMS, and email systems (SAP, Microsoft Dynamics, DocuWare, etc.)
• Introducing agile project methods (Scrum, Kanban) in client projects
• Coaching in-house Salesforce teams (admin and dev training)