Mitglied der VorständeKundenservice, Claims, Vertrieb, Digitalisierung für die Viridium GruppeEntis Lebensversicherung AGHeidelberger Lebensversicherung AGProxalto Lebensversicherung AGSkandia Lebensversicherung AG

Kundenservice & Digitalisierung für die Viridium Gruppe:Entis Lebensversicherung AGHeidelberger Lebensversicherung AGProxalto Lebensversicherung AGSkandia Lebensversicherung AG

Responsible for the Shared Service Operation Center for Erste Bank Österreich & Österreichische Sparkassen> Full P&L responsibility, 400 internal staff, 3.5 Mio contacts> Responsible for the business areas Finance & Controlling, HR, Strategy & Innovation,Strategic Programm Management, Key Account Management, Training, Konwledge Management, Quality & Customer Experience, Business Development & Communication

CEO of all Customer Service & Sales legal entities (Telefonica Germany Customer Service GmbH, E-Plus Customer Service GmbH, E-Plus Customer Operation GmbH, E-Plus Finance GmbH)> Responsibility for the Service Experience for 47m customers> Revenue responsibility and operation for Telesales, Retention, SaveDesk & WinBack> Leadership for 3200 internal staff and 6000 outsourced workforce> Operation at 9 sites through Germany, managing more than 10 major outsourcingpartners with more than 30 on-shore, near-shore and off-shore sites> Deliver end2end customer service across Consumer, Wholesale and Business units at the most efficient cost level and at the right quality standard> Design and implement the customer service support model optimising the balance between in-house and outsource delivery> Lead the transformation of the Customer Service to a digitally-enabled, customer- focused and efficient organisation> Negotiation, contract management and steering of several outsourcing partners Define and execute World Class Customer Experience and deliver outstanding customer satisfaction> Identify and exploit new opportunities to develop revenue growth whilst driving efficiency in OPEX/CAPEX spend> Provide clear leadership to the 1600 staff and multiple partners on service and value priorities> Work closely with the workers Council to ensure the priorities of the business are implemented effectively> Close cooperation with the global organization to ensure the group wide synergy potential and deliver best practices

Department responsible for international online & service strategy and development of the Telekom Austria Group.Chairman Marketing Development Council Online and Customer Service> Ownership of the Online Transformation Program of Telekom Austria Group> Develop and execution of the international service, mobile, online and digital brand strategy> Leading an international team of experts and driving the execution of the strategy by developing the roadmap for marketing, content, mobile and online capabilities> Evaluation of new business fields of operation focused on new revenue streams> Global negotiation with vendors, agencies and business partners> Introduction of a group wide performance measurement and controlling system> Project ownership and steering of international online and service projects and developments

> Responsible for the strategic development and creative execution of all online activities for all brands and the corporate website, including development of the eSales and eCare channel, Customer Experience, Usability and Design> Responsible for the operational results of eSales, eCare, eBill and Customer Experience – successfully managed with significant increase in all business results> Responsible for the entertainment portal www.aon.at including negotiation with content vendors and execution of the content and online marketing strategy for aonTV – the IPTV product of Telekom Austria> Responsible for online communication, brand and marketing (incl. Display, SEO, SEM, Affiliate, E-Mail Marketing)> Coordination with agencies and suppliers, creation and implementation of viral and social media campaigns

> Developing the customer communication strategy and implementing “one face to the customer” in service communication> Responsible for all service CRM activities and the customer loyalty program including coordination and planning of telesales activities> Strategic implementation of quality management and customer service analysis> Customer insights based measures to improve customer loyalty and reduce churn> Setting up customer service as sales channel including up- & cross-selling

Media Manager as a staff function in customer service department reporting to head of department- Developing the customer communication strategy- Leading senior cross-department projects- Content, usability and design responsibility for the online services- Coordination and support of telesales activities

Leading the customer care and sales center of Verlagsgruppe NEWS, Austrians largest publishing house – member of Gruner + Jahr> Supervising the customer care center with 250 employees for support line, telemarketing and subscriber administration> Fully operational and budget responsibility> Responsible for recruiting, coaching and developing the employees> Special projects for subscriber marketing, working closely together with marketing and editorial office> Customer insights and satisfaction studies