Salesforce Service Cloud Experts in Germany

• Developing global ACM Copilot services and shaping their evolution on a global scale
• Evangelizing the benefits and capabilities of Copilot to internal and external audiences
• Onboarding, mentoring, and training new ACM colleagues in services and methodologies
• Acting as point of contact for internal Copilot proof of concept adoption and change management
• Leading Copilot adoption strategy, communicating benefits, usage and ethical considerations
• Organizing events and workshops and fostering an interactive community to share updates, findings and best practices

Large Insurance Company – Consultant Wiesbaden: Consulting support for the introduction of an integrated planning and performance management framework (operational, financial, customer) to enhance customer-centric transparency, decision-making quality, and steering capabilities across all lines of business within an insurance organization:

• Analysis of existing processes, reports, KPIs, and KPI calculation methodologies
• Design and introduction of new, standardized customer KPIs (gross/net), as well as key steering metrics with consistent linkage across all lines of business
• Recalculation, validation, and plausibility checks of KPIs based on existing and newly integrated data sources
• Conceptual support for the development of an integrated reporting and performance management setup
• Execution of customer insights analyses to identify patterns and anomalies within customer data clusters

Large retail company – Consultant in Karlsruhe: Advisory services for the setup and step-by-step implementation of an internationally deployable RELEX solution in the supply chain management environment:

• Advising overall and sub-project management on methodology, project setup and steering (e.g. agile approach, Jira configuration, RELEX phases, Jira Structure PPM)
• Strategic-operational consulting for the introduction of RELEX including best practices
• Support in defining overarching goals and requirements (2-year target picture)
• Guidance in scoping a relevant supply chain network segment for the project
• Development of a roadmap for iterative, incremental RELEX setup and rollout
• Assessment of project dependencies (interfaces, configurations, etc.)
• Advice on prioritized implementation of business requirements and data interfaces
• Support in test planning (data validation, system testing, UAT)
• Consulting on internationalization, change management, training, and knowledge transfer
• Stakeholder advisory and alignment activities between the client, implementation partner, and RELEX

Insurance company – Management Consultant in Munich: Analysis, consulting and support for the optimization of a large-scale business and IT transformation. Focus on strategically important programs and modernization projects in the area of Managed Services Operations and processes:

• Review of project plans and deliverables; analysis of programs and projects (e.g. cloud approach, process standardization, system integration, roadmaps)
• Identification of technical, functional and personnel risks and challenges; development of content-related measures and alternative solutions
• Proposal of quality improvements for program and modernization efforts
• Sparring partner and professional, technical, structural and organizational consulting for project and program management

Large retail group – Management Consultant & Stream Lead in Cologne: Consulting, process, project and product management for the introduction and implementation of a large strategic program in the field of advanced analytics, assortment and space management:

• Setup, test and rollout of a new space planning, automation and optimization product based on the existing cluster-based merchandising approach
• Definition and setup of new processes and transformation and change management measures for the new store-specific merchandising approach
• Collaboration with Advanced Analytics and IT (internal and external) for software implementations, automations, extensions and interfaces
• MVP approach and piloting in phases with gradual rollout (pilot with 80 stores, region with 500 stores, national level with 4000 stores)

Large retail company – Agile Coach & Change Agent in Cologne: Agile coach, OKR master and facilitator for the introduction of the OKR approach in a large strategic digitization program for retail stores:

• Coaching of the core team with topic managers and team leads
• Introduction to the OKR topic and setup of the OKR cycle
• Establishment of the OKR approach in teams and on a cross-team level

Delivery and logistics company – Management Consultant in United Kingdom: Consulting and coaching in the restructuring of the Data Analytics department:

• Analysis of current challenges
• Definition of overarching goals
• Development of a proposal for a new team structure
• Identification of required competencies, skills and responsibilities
• Advisory and alignment on communication and change management strategy

• Spearheaded the transformation of Telefonica Germany’s cloud journey into a self-service, automated marketplace by leading process analysis and design efforts; facilitated UX/UI collaboration and served as Scrum Master for cross-functional agile teams to ensure timely and quality delivery
• Designed, launched, and managed an enterprise-wide Learning & Development program focused on cloud-native skills, upskilling over 1,500 employees; undertook full vendor management including sourcing, tendering, contract negotiation, and ongoing partnership to ensure curriculum alignment with evolving organizational needs
• Implemented cloud migration processes aligned with corporate compliance and process governance; improved process transparency and audit readiness while reducing operational risks
• Architected and led a cross-divisional communication strategy to enhance organizational engagement; developed multiple channels including newsletters and intranet content, acting as single point of contact for all departmental communications to ensure consistency and alignment

• 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

• Analyze business situation: stagnation of sales, small recurring customer rate, huge number of visitors but little conversion rate, average order value does not increase, no customer segmentation or targeting, performance marketing approach fails to acquire the right customer
• Advise on sales and marketing strategies and improve operations; agile coach advice with key business strategy using Scrum and Kanban
• Acquire key requirements and derive user stories for e-shop product owner development and customer data analysis
• Develop comprehensive 360 degree customer data model using Shopify and Amazon; implement data feeds from more than 10 systems (Klaviyo, Typeform)
• Develop meaningful ad-hoc data analysis detailing aspects of Triple Whale customer behavior using standard e-commerce KPIs such as AOV, Google Analytics, churn, conversion and abandoned checkout rates, ROAS, CPA, CPC; tools: SQL, Power Query
• Derive clear and data-driven customer segmentation and targeting; ETL processes and Power BI
• Introduce and feed new content agency with customer insights using GraphQL and Postman; improve messages, frequency, and targeted audience; Microsoft Planner
• Provide crystal clear data proof to steer new performance marketing approach
• Develop standard business operations reporting

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

• Acting as sparring partner for facility and cluster managers on team coordination, prioritization, and customer communication

• Developing key metrics and deriving actions

• Comparing sites and transferring best-practice processes

• Coordinating a cross-site energy performance management program aimed at sustainable savings in electricity, water, and heating energy consumption

• Sustainable stabilization of operational team performance and increased customer satisfaction, measured by a reduction in fault reports and escalations

• More focused management of suppliers and subcontractors with high transparency in scheduling and delivery fulfillment

• Identifying buildings with the highest energy consumption per net area and deriving cross-site measures

• Interim management, strategy, organization, and management consulting

• Support for implementing the Pimcore CMS, support assistance, and partner management for the existing application landscape.
• Know-how transfer to the existing application landscape.
• Advising stakeholders on the new implementation.
• Support in data modeling for Pimcore.
• Designing and overseeing data migrations from Salesforce to Pimcore using ESB.
• Creating user stories.
• 3rd level support for business-critical processes.
• Technologies: Salesforce Marketing, Sales, and Service Cloud; Talend ESB; Pimcore; Shopware; ERP system Move; DB2; MySQL; MS Office; MS Visio; Jira; Confluence.

• Main developer in an online retail company
• Built an online shop using the Next.JS React framework
• Integrated the site with dozens of third-party apps using REST and GraphQL APIs
• Built a backend for order management, warehouse management (with iPhone app), and supply management
• Automated invoicing and finances with QuickBooks

• 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

• Optimized the data architecture (medallion) to better decouple processing stages and improve transparency and reproducibility
• Ensured technical quality of data processing in Databricks by introducing schema enforcement, data quality checks and a structured data architecture
• Orchestrated pipelines with Azure Data Factory
• Professionalized and automated the development and deployment process by integrating Git and GitHub Actions
• Led the Data Engineering team (3 members) in a functional role
• Conducted workshops to optimize and stabilize the data platform and the development process
• Collected and prioritized new requests, maintained the product backlog
• Technologies: Microsoft Azure (Data Lake, Data Factory), Databricks, Apache Spark (PySpark), Python, SQL, Git, Confluence, Power BI, Power Apps, Dataverse, MS SharePoint, Mural

• Delivering AI training and workshops for enterprises on Generative AI, CCaaS & CRM platforms
• Advisory on digital transformation, process optimization and AI-driven automation in CX and operations environments
• Interim executive leadership roles in customer care and operations excellence at C-level / Director level

• Conducted as-is analysis and assessed the status quo

• Identified required actions and consolidated them into work packages

• Analyzed content management systems

• Reviewed AI tools

• Evaluated and planned data migration

• Prepared a project plan for implementation in four phases

• Identified and communicated project risks

• Tracked status and handled communication

• Developed a solid plan for implementing the website relaunch

• Refined, prioritized, and phased the project scope

• Assessed integration of additional enterprise systems (especially CRM)

• Evaluated potential uses of AI solutions