Requirements und Solution Design (Übersetzung Business <> IT)
Produkt und Platformmanagement
Customer Operations & Service Excellence
Führung & Teamentwicklung
End-to-End Ownership komplexer Systeme
German
Mother tongue
English
Fluent
Einsatzorte
Einsatzorte
Hamburg (+50km)
Deutschland
möglich
Projekte
Projekte
1 Jahr 3 Monate
2024-11 - heute
parental leave
7 Monate
2024-04 - 2024-10
PAYBACK program
Freelancer
Freelancer
Supported EDEKA launch within the PAYBACK program
Assisted in the conceptual design of the couponing strategy
Coordinated alignment with multiple internal and external stakeholders
Conducted and coordinated couponing tests to ensure functionality and quality
Acted as interface between marketing team and internal IT department
PAYBACK GmbH
Hamburg
2 Jahre 8 Monate
2021-08 - 2024-03
Customer Operations
Director Customer Operations
Director Customer Operations
Manage a team of Solution Consultants, Onboarding Managers and Support Analysts (7 team members)
Align roles, responsibilities and define processes to improve efficiency
Define and track goals and KPI´s to increase customer satisfaction
Provide technical consultation and solutions for clients throughout their lifecycle (presales, onboarding and ongoing relationship)
Responsible for 1st and 2nd level support for the CrossEngage Application
In charge of an efficient client onboarding process incl. kick-off, data calls, system set-up, testing and training
CrossEngage GmbH
Hamburg
2 Jahre 6 Monate
2019-02 - 2021-07
Client Onboarding and Technical Account Management
Director
Director
Build a team of 8 team members and define team strategy and goals
Consult clients during loyalty concept and set-up phase
Create and establish a standardized client onboarding and change request process
IT project management of client onboarding projects and responsible for the in time, quality and budget project delivery
Conduct design and requirements management workshops, identify clients loyalty needs and transfer into product requirements
Configure the Loyalty Prime system based on client needs
Loyalty Prime GmbH
Munich
6 Monate
2018-08 - 2019-01
Solutions Consulting
Director
Director
Prepare and conduct requirements and solution workshops to define loyalty program set-up of clients
Conduct product demo session of the Loyalty Prime software
Support international sales team and responsible for entire proposal / RFP response process including initial evaluation of requirements and developing of answers to RFP questions and statement of works
Loyalty Prime GmbH
Munich
1 Jahr 7 Monate
2017-01 - 2018-07
Loyalty and CRM Product Management
Department Lead / Director
Department Lead / Director
Product management and E2E ownership for all loyalty processes and products (including enrollment, collection, points redemption, points rating engine, clearing, fraud, servicing, etc.)
Functional consulting of the PAYBACK markets Mexico, Italy, US and Germany as well as the internal departments regarding all loyalty related projects
Responsible for requirements- and stakeholder management as well as the definition and conception of new platform solutions and the respective implementation
Responsible for onboarding of new clients
Support rollout of new PAYBACK markets
PAYBACK GmbH
Munich
1 Jahr 6 Monate
2015-07 - 2016-12
Global Business Consulting
Department Lead / Director
Department Lead / Director
Leadership responsibility for up to 10 team members
Define and implement a global roadmap- and change request process
Manage global product backlog
Business consulting for the international PAYBACK markets
Product ownership of agile, distributed, offshore teams
Responsible for ?in time and budget? implementation of all roadmap initiatives
PAYBACK GmbH
Munich
3 Jahre
2012-07 - 2015-06
International Technical Account Management
Team Lead / Head
Team Lead / Head
Leadership responsibility for up to 5 team members
Set-up of an international Technical Account Management as single point of contact for the international PAYBACK markets and for all platform inquiries
Interface between the countries organizations and the centralized IT department
Create and conduct platform trainings and ensure know-how transfer into the markets
Transform country requests into central product / platform requirements
Create and manage central process documentation
Product management and sub project lead for the loyalty coalition launch in the United States
PAYBACK GmbH
Munich
1 Jahr 6 Monate
2011-01 - 2012-06
Presales PAYBACK International
Expert
Expert
Prepare, conduct and review of client workshops
Requirement elicitation and documentation of localization and customizing requests as well as all customer processes
Product definition and in-house consulting during the launch of PAYBACK Mexico
Product management and sub project lead for the PAYBACK go-live in Italy
PAYBACK GmbH
Munich
1 Jahr 1 Monat
2009-12 - 2010-12
Project Coordination Operations International
Expert
Expert
Identify overarching optimization and potential synergies regarding a global sourcing strategy and derive and implement respective measures
Set-up and prepare the operations team for future globalization
PAYBACK GmbH
Munich
5 Jahre 2 Monate
2004-10 - 2009-11
Technical Account Management
Technical Account Manager
Technical Account Manager
Requirements elicitation, specification and administration as well as business process design for the relaunch of the website and the PAYBACK launch in Poland
Drive new developments and change requests from initial idea into implementation and acceptance
Product ownership for a scrum team
PAYBACK GmbH
Munich
Aus- und Weiterbildung
Aus- und Weiterbildung
4 Jahre 9 Monate
1998-10 - 2003-06
Business Administration
Diploma - Master of Business Administration, FH Neu ? Ulm German
Diploma - Master of Business Administration
FH Neu ? Ulm German
Information Management
Master Thesis: on request
1989 - 1998
St. Hildegard Gymnasium Ulm
Kompetenzen
Kompetenzen
Top-Skills
CRM und Loyalty PlatformRequirements und Solution Design (Übersetzung Business <> IT)Produkt und PlatformmanagementCustomer Operations & Service ExcellenceFührung & TeamentwicklungEnd-to-End Ownership komplexer Systeme
Produkte / Standards / Erfahrungen / Methoden
Expertise
CRM / Loyalty Management
Business / Functional Consulting
Requirements Management
Customer Operations and Support
Project Management
Cloud-based SaaS solutions
Einsatzorte
Einsatzorte
Hamburg (+50km)
Deutschland
möglich
Projekte
Projekte
1 Jahr 3 Monate
2024-11 - heute
parental leave
7 Monate
2024-04 - 2024-10
PAYBACK program
Freelancer
Freelancer
Supported EDEKA launch within the PAYBACK program
Assisted in the conceptual design of the couponing strategy
Coordinated alignment with multiple internal and external stakeholders
Conducted and coordinated couponing tests to ensure functionality and quality
Acted as interface between marketing team and internal IT department
PAYBACK GmbH
Hamburg
2 Jahre 8 Monate
2021-08 - 2024-03
Customer Operations
Director Customer Operations
Director Customer Operations
Manage a team of Solution Consultants, Onboarding Managers and Support Analysts (7 team members)
Align roles, responsibilities and define processes to improve efficiency
Define and track goals and KPI´s to increase customer satisfaction
Provide technical consultation and solutions for clients throughout their lifecycle (presales, onboarding and ongoing relationship)
Responsible for 1st and 2nd level support for the CrossEngage Application
In charge of an efficient client onboarding process incl. kick-off, data calls, system set-up, testing and training
CrossEngage GmbH
Hamburg
2 Jahre 6 Monate
2019-02 - 2021-07
Client Onboarding and Technical Account Management
Director
Director
Build a team of 8 team members and define team strategy and goals
Consult clients during loyalty concept and set-up phase
Create and establish a standardized client onboarding and change request process
IT project management of client onboarding projects and responsible for the in time, quality and budget project delivery
Conduct design and requirements management workshops, identify clients loyalty needs and transfer into product requirements
Configure the Loyalty Prime system based on client needs
Loyalty Prime GmbH
Munich
6 Monate
2018-08 - 2019-01
Solutions Consulting
Director
Director
Prepare and conduct requirements and solution workshops to define loyalty program set-up of clients
Conduct product demo session of the Loyalty Prime software
Support international sales team and responsible for entire proposal / RFP response process including initial evaluation of requirements and developing of answers to RFP questions and statement of works
Loyalty Prime GmbH
Munich
1 Jahr 7 Monate
2017-01 - 2018-07
Loyalty and CRM Product Management
Department Lead / Director
Department Lead / Director
Product management and E2E ownership for all loyalty processes and products (including enrollment, collection, points redemption, points rating engine, clearing, fraud, servicing, etc.)
Functional consulting of the PAYBACK markets Mexico, Italy, US and Germany as well as the internal departments regarding all loyalty related projects
Responsible for requirements- and stakeholder management as well as the definition and conception of new platform solutions and the respective implementation
Responsible for onboarding of new clients
Support rollout of new PAYBACK markets
PAYBACK GmbH
Munich
1 Jahr 6 Monate
2015-07 - 2016-12
Global Business Consulting
Department Lead / Director
Department Lead / Director
Leadership responsibility for up to 10 team members
Define and implement a global roadmap- and change request process
Manage global product backlog
Business consulting for the international PAYBACK markets
Product ownership of agile, distributed, offshore teams
Responsible for ?in time and budget? implementation of all roadmap initiatives
PAYBACK GmbH
Munich
3 Jahre
2012-07 - 2015-06
International Technical Account Management
Team Lead / Head
Team Lead / Head
Leadership responsibility for up to 5 team members
Set-up of an international Technical Account Management as single point of contact for the international PAYBACK markets and for all platform inquiries
Interface between the countries organizations and the centralized IT department
Create and conduct platform trainings and ensure know-how transfer into the markets
Transform country requests into central product / platform requirements
Create and manage central process documentation
Product management and sub project lead for the loyalty coalition launch in the United States
PAYBACK GmbH
Munich
1 Jahr 6 Monate
2011-01 - 2012-06
Presales PAYBACK International
Expert
Expert
Prepare, conduct and review of client workshops
Requirement elicitation and documentation of localization and customizing requests as well as all customer processes
Product definition and in-house consulting during the launch of PAYBACK Mexico
Product management and sub project lead for the PAYBACK go-live in Italy
PAYBACK GmbH
Munich
1 Jahr 1 Monat
2009-12 - 2010-12
Project Coordination Operations International
Expert
Expert
Identify overarching optimization and potential synergies regarding a global sourcing strategy and derive and implement respective measures
Set-up and prepare the operations team for future globalization
PAYBACK GmbH
Munich
5 Jahre 2 Monate
2004-10 - 2009-11
Technical Account Management
Technical Account Manager
Technical Account Manager
Requirements elicitation, specification and administration as well as business process design for the relaunch of the website and the PAYBACK launch in Poland
Drive new developments and change requests from initial idea into implementation and acceptance
Product ownership for a scrum team
PAYBACK GmbH
Munich
Aus- und Weiterbildung
Aus- und Weiterbildung
4 Jahre 9 Monate
1998-10 - 2003-06
Business Administration
Diploma - Master of Business Administration, FH Neu ? Ulm German
Diploma - Master of Business Administration
FH Neu ? Ulm German
Information Management
Master Thesis: on request
1989 - 1998
St. Hildegard Gymnasium Ulm
Kompetenzen
Kompetenzen
Top-Skills
CRM und Loyalty PlatformRequirements und Solution Design (Übersetzung Business <> IT)Produkt und PlatformmanagementCustomer Operations & Service ExcellenceFührung & TeamentwicklungEnd-to-End Ownership komplexer Systeme
Produkte / Standards / Erfahrungen / Methoden
Expertise
CRM / Loyalty Management
Business / Functional Consulting
Requirements Management
Customer Operations and Support
Project Management
Cloud-based SaaS solutions
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