Part of Radical Architecture and IT Transformation (RAITT) Programme which has as a goal the Harmonization of the B2C & B2P massmarket stack enabling Telefonica to cut IT costs, reduce time to market and provide omni-channel experiences [Outcome: Initial launch with New Customers of Platform for 1 brand; Programme Budget: ? X bn scheduled over 5 years]
Area Product Owner & Epic Owner for the Registration & Legitimation Journey for Pre-Paid Customers for 1 of Telefonica?s Brands. This entailed defining & prioritising Scope, leading the Blueprinting with a Team consisting of SA/BA/UX/UI/Process Analyst, handing over to the Feature Team for development, testing and signing off the delivery upon successfully meeting the acceptance criteria
TELEFONICA GERMANY GMBH
WFH, UK
2 Jahre 3 Monate
2019-10 - 2021-12
Business Consulting
BUSINESS CONSULTANT
BUSINESS CONSULTANT
Re-Organisation: Team Operations: Temporarily led a Team of 10 Operations Managers; Recommended de-motion of existing and installation of another Candidate within Tipico for the Role of Head of Operations; Restructured the Team from a geographical coverage to a functional coverage; Worked with the team and other functions to define Processes & KPIs (Outcome: Head of Operations in Role for 18 months; Significant improvement in Team Morale; Improvements in CX)
Licensing of Tipico & all Franchise Partners & Shops: With implementation of new regulation in October 2020 all Sportsbetting Providers & Franchise Partners & Shops need to apply for a license. In order to apply for a license, FP/Shops need to adhere to DE/regional regulations. My role entailed working with lawyers to translate the regulations into retail requirements, obtain sign off for particular scenarios from C-Level and implement them across all functions of the business (e.g. removing shop advertising, food & beverages, advertising, through to recommending the field service identify new premises, etc.)
Leading a Cross-functional Project Team of 17 to ensure a successful Rollout of an eWallet Solution across Tipico?s Entire Footprint in DE (288 Franchise Partners & 1400 Shops)
TIPICO RETAIL SERVICES GMBH
Karlsruhe, DE/WFH, UK
1 Jahr 2 Monate
2018-05 - 2019-06
Program management
GDPR PROGRAMME MANAGER ? DIGITAL ATTACKER, CENTRAL TEAM
GDPR PROGRAMME MANAGER ? DIGITAL ATTACKER, CENTRAL TEAM
Led a taskforce of 7 to deliver a GDPR Gap Analysis & prioritise subsequent closure of gaps identified for Digital Attacker (DA - E.ON?s ?100+ million Digital Platform for the future)
Ensured all Processing Activities are documented from MVP ? Programme Increment 3.1 including risk assessment, legal assessment and DPIAs. Provided training to the Line of Business to manage this for future releases
Carried out a review of all 41 Digital Attacker Systems to identify any gaps and input the requirements into the DA Backlog
Reviewed approx. 50 DA Contracts for GDPR Compliance and arranged for Legal & Procurement to renegotiate Contracts where necessary
Developed consent management & deletion concepts for Digital Attacker IT Systems
Reviewed suitability of E.ON legacy data subject rights, incident management and data breach process for Digital Attacker and implemented changes as required
Ran a program of awareness-raising and training sessions to ensure respective stakeholders are briefed and generally a culture of data privacy awareness and compliance exists within E.ON
Provided regular status updates to the German Data Privacy Officer and the Steering Committee Members
PRINCIPAL PRODUCT MANAGER ? ENTERPRISE PRODUCTS & SERVICES
PRINCIPAL PRODUCT MANAGER ? ENTERPRISE PRODUCTS & SERVICES
Led the delivery of several unified communications projects (VONE-C), proving a new delivery model to improve time to market by ~50%, applying agile principles where possible and taking them through governance processes (NPD & Investment Delivery Grouping) with exposure to our SLT to obtain investment and deliver to large enterprise customers requirements (Outcome: Secured more than ?11 million investment to retain Annual Revenue~ ?40 million serving ~ 53 Large Enterprise Customers e.g. DWP, McLaren, Travis Perkins, Centrica, Thomas Cook, etc.)
Delivered a new omni-channel self-service strategy for VONE-C which entailed defining Customer segments, incorporating VOC, best practices from competitors & other industries, defining customer touchpoints & primary customer journeys, outlining the underpinning capabilities & support processes (CMS, CRM, Analytics, changes in Organisational structure, processes, roles & responsibilities, etc.) and defining success metrics to justify investment. (financial: reduced churn & cost to service, improved up/cross selling opportunities; emotional: NPS, reduced customer effort, improved employee engagement)
VODAFONE GROUP LTD
Locations: Newbury, U.K. / frequent travel to Düsseldorf, Germany
6 Monate
2015-07 - 2015-12
Product management
LEAD PRODUCT MANAGER - OPERATIONS
LEAD PRODUCT MANAGER - OPERATIONS
Leading a Team of Product Owners, Content Creators, UX&UI Managers to launch a new self service experience powered by a new CMS incl. analytics as part of a multi-million pound strategic Customer change initiative
SKY LTD
London, U.K.
9 Monate
2013-07 - 2014-03
Product management
SENIOR PRODUCT MANAGER, CUSTOMER SERVICES
SENIOR PRODUCT MANAGER, CUSTOMER SERVICES
Developed Customer touch point vision in line with Microsofts ?All Digital? initiative to ensure assisted support service offerings are easily discoverable via multiple channels including Microsoft Stores (Brick & Mortar and Online), Microsoft Support sites, Social Media and also from within Microsoft products (e.g. Office)
Built and led a global cross-functional team to switch off old service (phone) and implement a portfolio of new monetized white glove customer service offerings (Answerdesk: phone & chat) into 9 key markets and trialled in 2 new markets to work towards transforming the department from a traditional cost centre into a P&L. (Outcome: : $1.4 mio ave. mthly revenue achieved within first year; Ave. Customer conversion rate: 12%; Ave Cost reduction achieved with Procurement: 20% by optimising channel usage and vendor negotiations)
Engaged with 3rd party agencies and internal Business Groups (BGs) to determine the Customer Lifetime Value of customer segments based on their product/service ownership (Outcome: $ value assigned per Customer segment to influence BGs to invest in a new CS approach aimed at retaining Customers within the MSFT ecosystem and enabling a differentiated up/cross-selling strategy)
Provided LT with a 3-year global roadmap that had been aligned with Brand, Service delivery and subsidiaries with Customer loyalty, ROI and capturing market share in mind. Identified and implemented process improvements to expedite the rollout of new support services by 6 months across the Microsoft footprint.
MICROSOFT GLOBAL
1 Jahr 8 Monate
2011-12 - 2013-07
Product management
SENIOR PRODUCT MANAGER, CUSTOMER SERVICES
SENIOR PRODUCT MANAGER, CUSTOMER SERVICES
Developed Customer touch point vision in line with Microsofts ?All Digital? initiative to ensure assisted support service offerings are easily discoverable via multiple channels including Microsoft Stores (Brick & Mortar and Online), Microsoft Support sites, Social Media and also from within Microsoft products (e.g. Office)
Built and led a global cross-functional team to switch off old service (phone) and implement a portfolio of new monetized white glove customer service offerings (Answerdesk: phone & chat) into 9 key markets and trialled in 2 new markets to work towards transforming the department from a traditional cost centre into a P&L. (Outcome: : $1.4 mio ave. mthly revenue achieved within first year; Ave. Customer conversion rate: 12%; Ave Cost reduction achieved with Procurement: 20% by optimising channel usage and vendor negotiations)
Engaged with 3rd party agencies and internal Business Groups (BGs) to determine the Customer Lifetime Value of customer segments based on their product/service ownership (Outcome: $ value assigned per Customer segment to influence BGs to invest in a new CS approach aimed at retaining Customers within the MSFT ecosystem and enabling a differentiated up/cross-selling strategy)
Provided LT with a 3-year global roadmap that had been aligned with Brand, Service delivery and subsidiaries with Customer loyalty, ROI and capturing market share in mind. Identified and implemented process improvements to expedite the rollout of new support services by 6 months across the Microsoft footprint.
MICROSOFT EMEA
Reading, U.K./ frequent travel to Seattle/Bellevue, U.S.A.
2 Jahre 6 Monate
2009-06 - 2011-11
Product management
GLOBAL PRODUCT MANAGER, MARKETING
GLOBAL PRODUCT MANAGER, MARKETING
Managed 3rd Party Vendors and worked with 2 key markets to design and deliver multi-platform Application Store, thereby developing new revenue streams (Budget: ?1 million; Outcome: Significant UVs ? ave. 10% Conversion rate)
Established an App Store and App Roadmap aligned to other Telefonica propositions including Games, Advertising, Personalisation, BlueVia, Mobile Portals, M2M etc. and obtained Stakeholder sign off
Led a UX team to design the App Store/ Client user experience, engaged a 3rd party agency to validate the experience with a set of Customers and prioritized the development of several apps to showcase Customers managing & using their content across multiple platforms (e.g. mobile, PC, IPTV, set-top box, tablets)
TELEFONICA S.A.
Slough, U.K. / frequent travel to Madrid
3 Jahre
2006-06 - 2009-05
Product management
GROUP PRODUCT MANAGER, MARKETING
GROUP PRODUCT MANAGER, MARKETING
Achieved TMO data revenue targets through the delivery of a new Portal Infrastructure and Mobile Clients enabling Customer Personalisation and integration of a number of strategically important Internet apps across multiple Operating Companies (Budget: ?3.5 million; Outcome: 100k UVs in Q1; Trialled and Introduced agile methodology into the organization via a key programme)
Led the design and delivery of a portfolio of high profile Web?n?Walk related Product & key Enabler Projects in line with the ?Connected Life and Work Strategy? for content management, content bundling/subscriptions, Partner Widget Integrations, customer identity management, etc. (Budget: approx. ? 4 million; Outcome: Varied UV targets depending on widget achieved)
T-MOBILE INTERNATIONAL LTD
Hatfield, U.K. / Bonn, DE
1 Jahr 6 Monate
2004-12 - 2006-05
Global product marketing management
GLOBAL PRODUCT MARKETING MANAGER, MARKETING
GLOBAL PRODUCT MARKETING MANAGER, MARKETING
Delivered portfolio of mobile devices to Vodafone Global (Outcome: Sales + 2million units)
Managed a team of 3 to implement a new web portal to increase brand & Product awareness in Europe.
Trade show representation (CeBIT, GSM Congress) and provide input and sign off campaign material
SHARP EUROPE LTD
Bracknell, U.K.
2 Jahre 4 Monate
2002-09 - 2004-12
Global project management
GLOBAL PROJECT MANAGER
GLOBAL PROJECT MANAGER
Led cross-functional teams and 3rd parties to deliver feature improvements to a globally launched Datacard product (Mobile Connect) and expand its geographic reach to increase data revenue for the Vodafone Group.
Established VF World Programme to implement simple, transparent flat-rate roaming charges across 15 countries to adhere to EU regulations, increase Customer satisfaction and inbound roaming traffic
BILLING & IT - VODAFONE UK, VODAFONE GROUP LTD
Newbury, U.K.
Aus- und Weiterbildung
Aus- und Weiterbildung
2013 ? 2015 Executive MBA, Cranfield School of Management, Cranfield, U.K.
2002 MRes in Innovative Manufacturing Cranfield University, Cranfield, U.K.
2001 BA (HONS) Business in Europe Manchester Metropolitan University, U.K.
2001 Diplom-Betriebswirt University of Applied Science-Bochum, Germany
A Senior Manager with 20 years? experience of delivering innovative multiplatform B2B / B2C tariff, device, digital/ eCommerce, support products and services in the Telecoms, IT, Media, Sportsbetting & Energy industry
Track record in identifying trends and new growth areas, prioritizing them based on organizational goals and driving them through to delivery.
Experienced in developing and executing local, regional and global marketing strategy from concept through to in life management on multiple channels to consistently achieve revenue targets, cost reduction, market share, CSAT /NPS
Proven track record in managing the product lifecycle for a portfolio of products and leading internal global teams and third party vendors to deliver complex projects/ programmes (agile, waterfall)
Strong Commercial Acumen, change management / digital transformation experience and the ability to align Key Stakeholders (up to C-level) towards a common Customer centric vision & deliver a sustainable competitive advantage
Einsatzorte
Einsatzorte
Deutschland, Schweiz, Österreich
möglich
Projekte
Projekte
4 Jahre 1 Monat
2022-02 - heute
Business Consulting
BUSINESS CONSULTANT
BUSINESS CONSULTANT
Part of Radical Architecture and IT Transformation (RAITT) Programme which has as a goal the Harmonization of the B2C & B2P massmarket stack enabling Telefonica to cut IT costs, reduce time to market and provide omni-channel experiences [Outcome: Initial launch with New Customers of Platform for 1 brand; Programme Budget: ? X bn scheduled over 5 years]
Area Product Owner & Epic Owner for the Registration & Legitimation Journey for Pre-Paid Customers for 1 of Telefonica?s Brands. This entailed defining & prioritising Scope, leading the Blueprinting with a Team consisting of SA/BA/UX/UI/Process Analyst, handing over to the Feature Team for development, testing and signing off the delivery upon successfully meeting the acceptance criteria
TELEFONICA GERMANY GMBH
WFH, UK
2 Jahre 3 Monate
2019-10 - 2021-12
Business Consulting
BUSINESS CONSULTANT
BUSINESS CONSULTANT
Re-Organisation: Team Operations: Temporarily led a Team of 10 Operations Managers; Recommended de-motion of existing and installation of another Candidate within Tipico for the Role of Head of Operations; Restructured the Team from a geographical coverage to a functional coverage; Worked with the team and other functions to define Processes & KPIs (Outcome: Head of Operations in Role for 18 months; Significant improvement in Team Morale; Improvements in CX)
Licensing of Tipico & all Franchise Partners & Shops: With implementation of new regulation in October 2020 all Sportsbetting Providers & Franchise Partners & Shops need to apply for a license. In order to apply for a license, FP/Shops need to adhere to DE/regional regulations. My role entailed working with lawyers to translate the regulations into retail requirements, obtain sign off for particular scenarios from C-Level and implement them across all functions of the business (e.g. removing shop advertising, food & beverages, advertising, through to recommending the field service identify new premises, etc.)
Leading a Cross-functional Project Team of 17 to ensure a successful Rollout of an eWallet Solution across Tipico?s Entire Footprint in DE (288 Franchise Partners & 1400 Shops)
TIPICO RETAIL SERVICES GMBH
Karlsruhe, DE/WFH, UK
1 Jahr 2 Monate
2018-05 - 2019-06
Program management
GDPR PROGRAMME MANAGER ? DIGITAL ATTACKER, CENTRAL TEAM
GDPR PROGRAMME MANAGER ? DIGITAL ATTACKER, CENTRAL TEAM
Led a taskforce of 7 to deliver a GDPR Gap Analysis & prioritise subsequent closure of gaps identified for Digital Attacker (DA - E.ON?s ?100+ million Digital Platform for the future)
Ensured all Processing Activities are documented from MVP ? Programme Increment 3.1 including risk assessment, legal assessment and DPIAs. Provided training to the Line of Business to manage this for future releases
Carried out a review of all 41 Digital Attacker Systems to identify any gaps and input the requirements into the DA Backlog
Reviewed approx. 50 DA Contracts for GDPR Compliance and arranged for Legal & Procurement to renegotiate Contracts where necessary
Developed consent management & deletion concepts for Digital Attacker IT Systems
Reviewed suitability of E.ON legacy data subject rights, incident management and data breach process for Digital Attacker and implemented changes as required
Ran a program of awareness-raising and training sessions to ensure respective stakeholders are briefed and generally a culture of data privacy awareness and compliance exists within E.ON
Provided regular status updates to the German Data Privacy Officer and the Steering Committee Members
PRINCIPAL PRODUCT MANAGER ? ENTERPRISE PRODUCTS & SERVICES
PRINCIPAL PRODUCT MANAGER ? ENTERPRISE PRODUCTS & SERVICES
Led the delivery of several unified communications projects (VONE-C), proving a new delivery model to improve time to market by ~50%, applying agile principles where possible and taking them through governance processes (NPD & Investment Delivery Grouping) with exposure to our SLT to obtain investment and deliver to large enterprise customers requirements (Outcome: Secured more than ?11 million investment to retain Annual Revenue~ ?40 million serving ~ 53 Large Enterprise Customers e.g. DWP, McLaren, Travis Perkins, Centrica, Thomas Cook, etc.)
Delivered a new omni-channel self-service strategy for VONE-C which entailed defining Customer segments, incorporating VOC, best practices from competitors & other industries, defining customer touchpoints & primary customer journeys, outlining the underpinning capabilities & support processes (CMS, CRM, Analytics, changes in Organisational structure, processes, roles & responsibilities, etc.) and defining success metrics to justify investment. (financial: reduced churn & cost to service, improved up/cross selling opportunities; emotional: NPS, reduced customer effort, improved employee engagement)
VODAFONE GROUP LTD
Locations: Newbury, U.K. / frequent travel to Düsseldorf, Germany
6 Monate
2015-07 - 2015-12
Product management
LEAD PRODUCT MANAGER - OPERATIONS
LEAD PRODUCT MANAGER - OPERATIONS
Leading a Team of Product Owners, Content Creators, UX&UI Managers to launch a new self service experience powered by a new CMS incl. analytics as part of a multi-million pound strategic Customer change initiative
SKY LTD
London, U.K.
9 Monate
2013-07 - 2014-03
Product management
SENIOR PRODUCT MANAGER, CUSTOMER SERVICES
SENIOR PRODUCT MANAGER, CUSTOMER SERVICES
Developed Customer touch point vision in line with Microsofts ?All Digital? initiative to ensure assisted support service offerings are easily discoverable via multiple channels including Microsoft Stores (Brick & Mortar and Online), Microsoft Support sites, Social Media and also from within Microsoft products (e.g. Office)
Built and led a global cross-functional team to switch off old service (phone) and implement a portfolio of new monetized white glove customer service offerings (Answerdesk: phone & chat) into 9 key markets and trialled in 2 new markets to work towards transforming the department from a traditional cost centre into a P&L. (Outcome: : $1.4 mio ave. mthly revenue achieved within first year; Ave. Customer conversion rate: 12%; Ave Cost reduction achieved with Procurement: 20% by optimising channel usage and vendor negotiations)
Engaged with 3rd party agencies and internal Business Groups (BGs) to determine the Customer Lifetime Value of customer segments based on their product/service ownership (Outcome: $ value assigned per Customer segment to influence BGs to invest in a new CS approach aimed at retaining Customers within the MSFT ecosystem and enabling a differentiated up/cross-selling strategy)
Provided LT with a 3-year global roadmap that had been aligned with Brand, Service delivery and subsidiaries with Customer loyalty, ROI and capturing market share in mind. Identified and implemented process improvements to expedite the rollout of new support services by 6 months across the Microsoft footprint.
MICROSOFT GLOBAL
1 Jahr 8 Monate
2011-12 - 2013-07
Product management
SENIOR PRODUCT MANAGER, CUSTOMER SERVICES
SENIOR PRODUCT MANAGER, CUSTOMER SERVICES
Developed Customer touch point vision in line with Microsofts ?All Digital? initiative to ensure assisted support service offerings are easily discoverable via multiple channels including Microsoft Stores (Brick & Mortar and Online), Microsoft Support sites, Social Media and also from within Microsoft products (e.g. Office)
Built and led a global cross-functional team to switch off old service (phone) and implement a portfolio of new monetized white glove customer service offerings (Answerdesk: phone & chat) into 9 key markets and trialled in 2 new markets to work towards transforming the department from a traditional cost centre into a P&L. (Outcome: : $1.4 mio ave. mthly revenue achieved within first year; Ave. Customer conversion rate: 12%; Ave Cost reduction achieved with Procurement: 20% by optimising channel usage and vendor negotiations)
Engaged with 3rd party agencies and internal Business Groups (BGs) to determine the Customer Lifetime Value of customer segments based on their product/service ownership (Outcome: $ value assigned per Customer segment to influence BGs to invest in a new CS approach aimed at retaining Customers within the MSFT ecosystem and enabling a differentiated up/cross-selling strategy)
Provided LT with a 3-year global roadmap that had been aligned with Brand, Service delivery and subsidiaries with Customer loyalty, ROI and capturing market share in mind. Identified and implemented process improvements to expedite the rollout of new support services by 6 months across the Microsoft footprint.
MICROSOFT EMEA
Reading, U.K./ frequent travel to Seattle/Bellevue, U.S.A.
2 Jahre 6 Monate
2009-06 - 2011-11
Product management
GLOBAL PRODUCT MANAGER, MARKETING
GLOBAL PRODUCT MANAGER, MARKETING
Managed 3rd Party Vendors and worked with 2 key markets to design and deliver multi-platform Application Store, thereby developing new revenue streams (Budget: ?1 million; Outcome: Significant UVs ? ave. 10% Conversion rate)
Established an App Store and App Roadmap aligned to other Telefonica propositions including Games, Advertising, Personalisation, BlueVia, Mobile Portals, M2M etc. and obtained Stakeholder sign off
Led a UX team to design the App Store/ Client user experience, engaged a 3rd party agency to validate the experience with a set of Customers and prioritized the development of several apps to showcase Customers managing & using their content across multiple platforms (e.g. mobile, PC, IPTV, set-top box, tablets)
TELEFONICA S.A.
Slough, U.K. / frequent travel to Madrid
3 Jahre
2006-06 - 2009-05
Product management
GROUP PRODUCT MANAGER, MARKETING
GROUP PRODUCT MANAGER, MARKETING
Achieved TMO data revenue targets through the delivery of a new Portal Infrastructure and Mobile Clients enabling Customer Personalisation and integration of a number of strategically important Internet apps across multiple Operating Companies (Budget: ?3.5 million; Outcome: 100k UVs in Q1; Trialled and Introduced agile methodology into the organization via a key programme)
Led the design and delivery of a portfolio of high profile Web?n?Walk related Product & key Enabler Projects in line with the ?Connected Life and Work Strategy? for content management, content bundling/subscriptions, Partner Widget Integrations, customer identity management, etc. (Budget: approx. ? 4 million; Outcome: Varied UV targets depending on widget achieved)
T-MOBILE INTERNATIONAL LTD
Hatfield, U.K. / Bonn, DE
1 Jahr 6 Monate
2004-12 - 2006-05
Global product marketing management
GLOBAL PRODUCT MARKETING MANAGER, MARKETING
GLOBAL PRODUCT MARKETING MANAGER, MARKETING
Delivered portfolio of mobile devices to Vodafone Global (Outcome: Sales + 2million units)
Managed a team of 3 to implement a new web portal to increase brand & Product awareness in Europe.
Trade show representation (CeBIT, GSM Congress) and provide input and sign off campaign material
SHARP EUROPE LTD
Bracknell, U.K.
2 Jahre 4 Monate
2002-09 - 2004-12
Global project management
GLOBAL PROJECT MANAGER
GLOBAL PROJECT MANAGER
Led cross-functional teams and 3rd parties to deliver feature improvements to a globally launched Datacard product (Mobile Connect) and expand its geographic reach to increase data revenue for the Vodafone Group.
Established VF World Programme to implement simple, transparent flat-rate roaming charges across 15 countries to adhere to EU regulations, increase Customer satisfaction and inbound roaming traffic
BILLING & IT - VODAFONE UK, VODAFONE GROUP LTD
Newbury, U.K.
Aus- und Weiterbildung
Aus- und Weiterbildung
2013 ? 2015 Executive MBA, Cranfield School of Management, Cranfield, U.K.
2002 MRes in Innovative Manufacturing Cranfield University, Cranfield, U.K.
2001 BA (HONS) Business in Europe Manchester Metropolitan University, U.K.
2001 Diplom-Betriebswirt University of Applied Science-Bochum, Germany
A Senior Manager with 20 years? experience of delivering innovative multiplatform B2B / B2C tariff, device, digital/ eCommerce, support products and services in the Telecoms, IT, Media, Sportsbetting & Energy industry
Track record in identifying trends and new growth areas, prioritizing them based on organizational goals and driving them through to delivery.
Experienced in developing and executing local, regional and global marketing strategy from concept through to in life management on multiple channels to consistently achieve revenue targets, cost reduction, market share, CSAT /NPS
Proven track record in managing the product lifecycle for a portfolio of products and leading internal global teams and third party vendors to deliver complex projects/ programmes (agile, waterfall)
Strong Commercial Acumen, change management / digital transformation experience and the ability to align Key Stakeholders (up to C-level) towards a common Customer centric vision & deliver a sustainable competitive advantage
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