Salesforce Service Cloud Experts in Germany

• 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

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

for Baan Front Office Solutions

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

• Europe's largest stem cell bank; company revenue: 78 Mio. EUR; employees 700; personnel responsibility: 18; duration: 6 months
• Interim takeover of all teams in the areas of sales/inside sales, order management and service
• Separation of the order business in Germany/Austria into two GmbHs under my leadership, while also integrating an acquired company into the German operational business
• Additional creation of new KPIs and adjustment of processes with internal interfaces and customers
• Requirements management for the introduction of the new CRM
• Full implementation of the above-mentioned operational integration and separation of the areas
• Improvement of KPIs in call accessibility, first-contact resolution rate and response time
• Established newly introduced customer feedback management
• Structured handover of the area to my successor

• 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.

• 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

• 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

• CRM process and feature consulting
• AI infusion workshops to introduce AI apps for critical business processes
• Prototyping – Vibe coding with Lovable
• Development of several apps for global bid management in the CPQ, Salesforce, and SAP S/4HANA environment
• Requirements and process management
• Introduction of a new data governance model
• AI infusion – supporting apps and business processes with AI applications
• Portfolio management of AI ideas: identifying and selecting AI projects in bid management
• Prototyping AI projects with Lovable.dev
• Building an AI data foundation in Snowflake
• Blueprint for different business units and global rollout
• An agile prototype-first approach with design thinking and vibe coding to prototype all applications
• Presentation at a global conference on using AI in business and validating ideas with design thinking & vibe coding
• AI infusion workshops at global conferences for prototyping ideas with business stakeholders

• 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