I am an advisor, management, business and IT consultant and project manager. I have more than 20 years of professional experience in CRM and CEM. As a CRM enthusiast and expert in strategy, operationalization but also implementation and operation of customer management programs, my focus is on increasing Customer Lifetime Value (CLV) and Customer Experience (CX).
My roots are in marketing communications - from planning a cross-media customer journey to automated and tool-supported implementation. Through my studies in communications, I also learned about the strategic aspects of successful customer management and increased my focus on customer engagement. In my roles I have supported numerous national and international retail companies in building and optimizing their CRM and loyalty strategy.
As director, I was responsible for the Customer Management business unit and supported together with my team numerous implementations of technical solutions to optimize CRM and marketing automation processes. In doing so, I relied on solutions from Microsoft (D365), Salesforce, but also Zendesk and other providers. In addition to my work, I was a lecturer for several years at the Bavarian Academy for Advertising and Marketing for the subject Dialog Marketing, a speaker at Management Circle and a seminar leader at the Siegfried Vögele Institute.
Since September 2021, I have been strengthening the Customer Centricity division at AdEx Partners as an Associate Partner. Besides working on projects and for our clients, I am passionate about being an integral part of the Customer Centricity and Retail Hood. I bring my enthusiasm for new customers and sales to the Sales Hood.
- Project Management:
Project management, budget controlling, stakeholder management, negotiations & contracting
- Strategy & Conception:
CRM/loyalty strategy, business planning, CX strategy, customer engagement planning, sales and distribution optimization, customer care set-up, CLV optimization
Technology selection CRM / BI / Reporting / Marketing Automation, Business Process Design, Implementation
- Marketing & Communication:
Marketing strategy, campaign planning, cross-media communication, trade marketing, clubs & loyalty, digital marketing
- Customer and marketing analysis
- Market research