More about the interim manager
The interim manager is an expert in customer service. On the one hand, he knows how to restructure and realign large and largest customer service organizations. He combines his many years of experience as head of customer service at Germany's largest electronics retail chain with state-of-the-art CRM expertise (SAP, Salesforce). His certifications as an expert in generative AI in companies, AI leader and ESG expert also predestine him for mandates in companies that want to align their customer service organizationally and technically to the challenges of the coming years. A second focus of the interim manager is on designing new business models in the aftersales sector and future-proofing them according to ESG criteria.
In his most recent mandate (2022/2023), the expert rebuilt the customer service of a metropolitan parking garage operator with more than 500,000 customers as interim manager. This included the introduction of Salesforce, including AI-supported applications of the CRM system. Prior to this, he realigned the customer service of a large DIY company (FMCG manufacturer for DIY stores, garden centers and food retailers) for Germany, Austria and Scandinavia and optimized the order processing processes, among other things.
Efficient customer service with higher customer satisfaction at lower costs
Before becoming self-employed, the interim manager worked in customer service at MediaMarktSaturn for almost 20 years, most recently for more than ten years as head of the store and online services department. The improvements he initiated contributed significantly to increasing customer satisfaction by 50 percent and reducing repair times by more than eight days.
As a customer service expert, the interim manager naturally focuses first and foremost on ensuring that his clients' customers have the best possible customer experience and become loyal and satisfied regular customers. From his clients' perspective, the expert also naturally stands for significantly improved efficiency with higher customer satisfaction - and thus lower costs with increasing revenues.
Based on his diverse experience and far above-average technical expertise, the interim manager is very well placed to quickly identify weaknesses and find feasible solutions, even in the largest customer service organizations. With his pragmatic, team-oriented approach, the OKR Master combines strategic foresight with operational excellence - also as a Scrum Master in agile project management
