Salesforce Sales Cloud Experts in Germany

• Designed and moderated a NIS2 preparation workshop for RAS Reinhardt Maschinenbau GmbH and its IT service provider Catuno GmbH. Together with executive management and IT leadership, the current status was assessed, an initial GAP analysis was conducted and areas for action were prioritized based on ISO 27001.
• Developed an ISO-27001-based regulatory framework (ISMS) for NIS2 compliance, including a structured current/target GAP analysis, targeted improvement of the security maturity level and preparation of the organization for NIS2 audit readiness.

• Project management for a simplification project to reduce effort for an IT transformation project
• Stakeholder management and preparation of decision documents for top management
• Scoping and PI planning across multiple delivery streams
• Planning requirements for the transformation project
• Creation of partner and customer journeys for the structured end-to-end capture of requirements
• Design of suitable tracking methods for project progress
• Coordination with IT service providers and transformation project committees

• Translated complex operational requirements into scalable Salesforce configurations, automation flows and governance policies, ensuring clean and maintainable implementations
• Designed and optimised Flows to eliminate manual steps in key business processes, improving both performance and process compliance
• Managed user roles, permission sets and security settings for a multi-team Salesforce org; ensured data quality and system stability through structured governance practices
• Supported Marketing Cloud integrations and campaign automation workflows, collaborating with business teams on data-driven audience segmentation
• Coordinated release management and deployment activities with development teams, contributing to structured change control processes

for Baan Front Office Solutions

• Strategic rebuild and initial integration of the B2B CRM as the basis for a scalable and sustainably automated lead management process
• Building and optimizing CRM processes and CRM campaign management לאורך the entire customer lifecycle
• Developing, planning, and implementing lead generation strategies for trade fairs, roadshows, partner sites, and other relevant B2B touchpoints
• Designing and modeling differentiated customer journeys and workflows for different target groups, touchpoints, and phases of the customer lifecycle
• Designing first-touch and branding flows to systematically move new contacts into automated CRM journeys
• Building lead nurturing processes for automated qualification, activation, and further development of leads until they are ready for sales
• Designing and implementing marketing automations to reduce manual processes and scale the delivery of relevant content
• Developing and optimizing automated lifecycle campaigns based on user behavior, interactions, interests, and lead status
• Campaign management for email marketing and B2B communication, including editorial newsletters, trigger and automation emails, as well as ad hoc campaigns
• Responsibility for newsletter sign-ups as well as optimization of the underlying processes and consent journeys
• Consent management and optimization of opt-in processes as the basis for compliant and scalable CRM communication
• Planning and implementation of ad hoc campaigns including A/B testing as well as continuous optimization of content, sending logic, and conversion
• Analysis and evaluation of CRM performance and derivation of specific measures to increase engagement, lead quality, and conversion
• CRM strategy consulting and workflow modeling with a focus on automation, scalability, and a consistent customer experience
• Technical setup and structuring of data instances as well as coordination and support of data migrations
• Optimization of data and system processes as the basis for automated and target-group-specific CRM communication
• Internal and external stakeholder management as well as coordination of interfaces and external agencies
• Technical project management from strategic concept development through implementation to analysis and continuous optimization

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

• Expansion of the competence portfolio to include AI-driven marketing & chatbot integration
• Design and development of several intelligent chatbots (Steno, UChat, ManyChat, GHL) for MeditationSoul.org and Physio Point for automated promotion of workshops, retreats, and online courses
• Experience with social media automation tools and AI content tools (e.g., ChatGPT, Gamma, HeyGen)
• Creation of automations with n8n for marketing and CRM processes (lead nurturing, event promotion, funnel flows)
• Combining creative brand communication and AI-supported automation to increase efficiency and personalization in digital marketing campaigns

• 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

• End-to-end implementations of Marketing Cloud Next (Growth/Advanced), from discovery workshop to go-live — Data 360 (Data Cloud) setup, data streams and mapping, identity resolution rules (match & reconciliation), consent management, Sales Cloud integration.
• Campaign orchestration across the MCN flow types — segment-, event-(forms & engagement), schedule- and record-triggered flows (Salesforce & Data Cloud) plus API-based on-demand sends; segmentation and activation with Data Graphs, Calculated Insights, and Einstein personalization.
• Multilingual email template systems with dynamic, personalized content; deliverability (SPF/DKIM/DMARC) and GDPR-compliant double opt-in journeys.
• Operational support for Marketing Cloud Next orgs in ongoing consulting projects — campaign operations, data quality, performance analysis, and release readiness: campaigns deliver on schedule, credit costs stay predictable.
• At the same time, Account Engagement (Pardot) client projects — audits, implementations, lead scoring & grading; AE-MCN migration assessments; Agentforce grounding and guardrails.

• Development of strategies, processes and system requirements to further develop the lead and campaign streams of a Salesforce system for the subsystems Sales Cloud, Marketing Cloud and Analytics Cloud
• Gathering and creation of marketing strategy concepts for direct sales, focusing on lead generation for new and existing customers
• Analysis and optimization of existing and new contact points
• Derivation of system requirements and user tests for new developments
• Establishment of a requirements and implementation process for business needs at the interface between CRM strategy and marketing system operations
• Facilitation of ideation workshops with the project's stakeholders
• Mediation between business and technical project stakeholders
• Analysis and post-documentation of existing marketing strategies and the system functions already created for them
• Analysis of target groups and pre-system data quality as a foundation for new CRM strategies
• Consultation on content and asset strategy for marketing campaigns
• Definition of KPIs and other performance criteria for the system and CRM strategy

• With the CPQ process change from "ETO" to "CTO", the previous tools "Selling" and "Camos CPQ" are replaced by "MS Dynamics 365" and "Configure One CPQ".
• Assessment of the current vs. target state and recommendations for action.
• Assessing the project from an external perspective (both technically and in terms of content).
• Evaluating the Configure One system in the context of LMT.
• Jointly develop a concept for further CPQ implementation and create an MVP.
• Change and stakeholder management.
• Product Owner for setting up follow-up projects.
• Handover to business units.
• Final consulting on open issues (e.g. future controlling).

• 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

• Led stakeholder management, reported to the CPO, and partnered with engineering to ship CMS improvements, including user support, bug resolution, user interviews, market research, and competitor analysis.
• Drove Agile/Scrum ceremonies and roadmap planning, contributing to product vision, discovery, and strategic decision-making; created feature documentation, collaborated with developers, and led CMS QA, functional testing, automated testing, and UAT.
• Owned roadmap and prioritization using funnel analysis and commercial impact assessments; executed hypothesis-driven experiment loops to improve conversion and CTR.
• Managed product development of the couponing CMS, supporting issue resolution and assisting users with shop, coupon, campaign, gift card, and affiliate network deeplink setup; integrated AI technologies.
• Created scalable processes, SOPs, and workflows to standardize CMS usage across markets, reducing support tickets; spearheaded the Autopilot project to fetch deals and coupons via automation and AI.
• Drove CX improvements across coupon and gift card features for Condé Nast (WIRED, CN Traveller, Glamour), LA Times, and GQ; achieved a 10% increase in clickout conversion rate, a 19% increase in CTR, and a 16% reduction in drop-off at the coupon copy step.