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.

• 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

• Insurance project: SME for further development of Salesforce Service Cloud (flows, process builder, person accounts, assignment rules), requirements engineering and close collaboration with PO and IT
• Logistics project: test manager and requirements engineer managing a team of 5 Salesforce developers, backlog refinement, user story creation, UAC, quality assurance and release management

• Loyalty Program Penny App: Go-Live preparation
• Training
• Operational structuring

• Worked on the Salesforce configuration such as custom objects, complex formula fields, validation rules, email templates (Classic & Lightning), reports and dashboards
• Designed and deployed custom tabs, approval processes and auto-response rules for automating business logic
• Customized Salesforce org based on the user needs
• Gathered customer requirements from business user teams across sales, marketing and customer service
• Automated business logic using flows and Apex triggers
• Developed Visualforce pages and Lightning web components
• Maintained data quality by identifying, deleting or merging duplicate records, cleansing and updating inaccurate data

• 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.