Marcus Neureiter Email & Phone Number

Achern, Bw, De

Frankfurt/Rhein-Main

Act as a transformational partner for clients to help clients center customer centricity and business agility in the context of digital business transformation Work autonomously in the strategic ownership of larger, more complex projects or engagements - from discovery to release Work closely with consulting and other capabilities to identify new value pools and maximize business value for clients Apply and customize a variety of strategic frameworks and techniques to identify opportunity areas for new experience, propositions, products and services, then help converge thinking around feasible, viable and desirable solutions Clarify and translate the strategic direction into priorities, objectives and a clear evaluation framework Facilitate the creation of strategic artefacts - e.g., personas, as-is and future state customer journeys, service blueprints etc. Being a strong and convincing narrator and moderator, both internally and with clients, reconciling perspectives, finding common ground and advocating customer value and business solutions at critical moments Mentor more junior staff, defining a role for them on projects, overseeing their work and guiding their development in the discipline

Frankfurt Am Main Und Umgebung, Deutschland

• Work with global and regional commercial teams to define and execute Customer Experience strategies across various regions, sub-regions and countries• Promote a customer-centric culture, aligning all functions and metrics to improve customer experience• Provide industry best practices including internal and external benchmarking• Improve transactional customer satisfaction processes that power the partner ecosystem, professional services project quality and customer support incident resolution feedback systems• Ensure that organizational design, tools and KPIs are driven by customer-centric approach • Develop and deploy infrastructure and tools to revolutionize the way Fidelity engage, transact and serve its customers• Set an inspirational vision for the CX organization, managing customer listening capabilities and continuously improving CX metrics and reporting. Establish clear objectives, goals and milestones for the customer experience strategy• Provide ongoing measurement of customer experience such as NPS, CES, and drive continuous process improvements as needed• Develop a commercial model that allows Fidelity to generate incremental lifetime revenues out of these services and in parallel reduce costs-to-serve of our customers, while enhancing customer experience• Establish a set of value-adding services that allow Fidelity to increase the retention-rate for existing customers, win-rate for new ones, as well as lifetime revenue and profitability of customers

Zürich Und Umgebung, Schweiz

Scope & Main Responsibilities • Consulting in national and international projects to optimize customer experience management in the light of digital transformation • Help clients to become more customer-centric by introducing or further developing focus capabilities and solutions like customer experience management, customer journey mapping, customer feedback, customer loyalty management, customer service, customer relationship management (organization, process, systems) • Contribute with analysis and concept development to optimize customer journeys across all classical and digital communication and sales channels to reduce the cost of service and improve customer satisfaction • Support in the definition of customer experience KPIs and create reports to continuously measure business impact of customer experience activities • Project lead of interdisciplinary projects together with clients in marketing, customer service and IT departments and ensure project delivery in quality, time and budget • Present to client management and plan and facilitate client workshops • Develop further compelling digital customer experience consulting offerings • Support project acquisition and marketing of consulting service practice

Zurich, Switzerland

Scope & Main Responsibilities• Member of the CEO-Group developing a Digital Business Modell for Sanitas, leading the strategic initiatives to establish Trigger-based Marketing and Personalization of Content-Management• Development and Advancement of Statistic Models about Customers and Markets (e.g. Churn, Customer Value, Market Prediction)• Contributing the annual Pricing and Sales Planning by Competitive Intelligence and Market Modelling• Customer Experience Management• Customer Satisfaction Management (NPS)• Market Analytics & Competitive Intelligence• Primary & Secondary Market Research• Customer Engagement & Co-creationKey Achievements & Accomplishments• Making Sanitas No.1 in Customer Satisfaction (KTipp 2016) by establishing and driving a comprehensive system of real-time measurements of customer satisfaction (NPS) and experience at the touchpoints• Design and Implementation of an unique tailor-made IVR-based Customer Feedback-Loop embedded with both the CRM system and the telephone-IT-rooting structure providing thousands of real-time-feedbacks a day enabling the operational units to immediately react

Switzerland

Scope & Main Responsibilities• Professional leadership and economic responsibility for both the Healthcare Research & CRM-Services Units• Key Account Management for the Clients with branch offices in Switzerland in RX , Life Science, OTC/Nutrition and medical devices • Relaunch of the CRM-Services of GfK Switzerland• Develop and establish new research and CRM tools incl. its marketingKey Achievements & Accomplishments• Contracting and technical implementation of a strategic business co-operation with Cegedim (CRM)Main focus of Healthcare Market Research on Dermatology, Cardio vascular / Hypertensive, Metabolic / Diabetes, Psychiatry, Pain, Epidemiology, foussing on: Launch-Trackings, Prescription-Barriers- & Loyalty surveys, Patient flow, Benchmarking and Brand Positioning, Sales force Effectiveness Managing CRM-Services focussing on: Sales Rep appointment services, Generating individualized customer data, HCP-Targeting, Direct Marketing

Scope & Main Responsibilities• Develop and support the implementation of appropriate methods and modes (incl. segmentation logic) and facilitating best­practice sharing within the organization• Drive the process of generating, translating, and consulting on actionable insights, efficiently communicating and sharing insights through-out the organisation• Create forecasts on sales and revenue of new indication opportunities to inform go/no-go funding decisions• Set up and execution of brand performance and communication measurement, incl. econometric modelling and qualitative and quantitative pre and post measurement of campaigns• Create and execute a comprehensive primary market research plan, working with external vendors to gather valuable insight directly from patients, consumers, HCPs, Pharmacists while owning the budget and final resultsKey Achievements & Accomplishments • Formigran (new OTC Brand) achieving no.1 market position in Germany with 40% market share (by value) after 6 month of launch• Brand stretch of Cetebe (OTC Vitamin) into the cold remedy market (7 % market share in year-1)• Brand diversification of GranuFink (OTC Urological) with an incremental sales uplift of about 30%• Asserting no.1 market position in Food Supplemen-tation over 10 Years within drugstores and pharmacies (umbrella brands: Abtei, Cetebe, Eunova) as well as in Oral Healthcare (Tooth-paste, Mouth wash and disinfection, Fixatives)Brand & Category Responsibility: OTC / Self medication• Chlorhexamed (mouth disinfection)• alli (weight control pharmaceutical)• Formigran (migraine treatment)• Zovirax (cold sore treatment)• Cetebe / Eunova (vitamins supplements)• Granu Fink (urological treatments)• Panadol (pain treatments)FMCG / Food Supplements, Oral Care and Cosmetics• Oral care (Toothpaste, Mouth wash, Fixatives): - ODOL- Odol-med3 RTU & OoH- Corega• mass market food supplement: umbrella brand ABTEI• Cosmetics / Body care: Lactazyd

Mölln, Germany

Scope & Main Responsibilities• Professional Leadership and Economic Responsibility of the Team “Brand & Communication Research”• Comprehensive methodical and economic management of the main Client Wrigley for all their three regional Business Units:- UK / Iberia, - Central and Eastern Europe,- France / Benelux / Scandinavia• Embedded Consultant of the Senior Management of INRA Praha (Prague, Czech Republic in 1999)

Stuttgart

Scope & Main Responsibilities• Project management of qualitative and quantitative research surveys, focusing on clients from FMCG and durables industry (B2B)• Appointee for methods and statistics