Patrick Rütten Email & Phone Number

Maastricht, Li, Nl

Düsseldorf, North Rhine-Westphalia, Germany

As Regional Lead in our Behavioral Science & Innovation Lab, I drove strategic partnerships and implemented global coaching and behavioral change programs for top enterprise clients, enhancing client success and internal revenue growth. I combined strategic insight with scientific rigor to drive measurable outcomes, solidifying CoachHub’s position as a leader in behavioral change and coaching.• Strategic Consulting: Led account advisory for global clients, focusing on business transformation, leadership and talent development, organizational resilience, and culture change. Designated main advisory resource for our largest global enterprise accounts.• Business Case Development: Drove RFP processes and crafted compelling ROI-driven business cases, securing long-term strategic partnerships through successful C-level engagements, developing promising new and existing clients into long-lasting, globally recognized strategic partnerships.• Impact Evaluation: Designed and conducted science-based assessments to measure program effectiveness, delivering workshops that supported evidence-based business analyses and addressed client renewal, churn reduction, and account expansion challenges.• Thought Leadership: Represented CoachHub at leading industry events, delivering keynotes and webinars that bolstered our brand visibility in organizational change, innovation, SHRM, L&D, and behavioral science.• Product & Research Innovation: Collaborated with CoachHub’s Innovation Lab and Science Council, integrating cutting-edge research into product development and innovation. Led new feature initiatives and strategic projects, enhancing our SaaS platform’s customer experience and impact measurement capabilities.• Process Optimization: Streamlined internal processes, improving resource management, advisory work, and partnering with Sales Enablement and senior leadership to develop global teams, optimize Go-to-Market (GtM) approach and align sales strategies with regional needs.

Global

In this role I spearheaded the development of global CRM and customer contact center strategy and managed the Customer Journey (CJ) / Customer Experience (CX) product portfolio, driving customer-centric technical and process improvements, operational capability enhancement, market implementation roadmap and establishing critical enablers. I orchestrated amongst other elements the technical demand process & IT stack, business process management, global training & development strategy and curriculum, knowledge, quality and performance management, and change strategy for the successful realization of my portfolio. I led a driven team with a strong culture and a signifiant budgets, led global, cross-disciplinary teams across hierarchical levels, and established governance structures, cross-disciplinary collaboration and operational blueprints to unlock critical cost savings and performance enhancements, resulting in a generous ROI.• Led global digital, CX, and sales transformation, managing a significant budget and a driven team to develop a product portfolio and operational blueprint improvements for cost savings, customer experience and sales & marketing performance enhancements.• Developed global CRM and customer contact center strategy for group, region and market level, driving market implementation roadmap and establishing critical enablers across Mercedes-Benz' customer journeys, up to and including operations and retail level.• Directed global teams to achieve strategic objectives, engaging stakeholders across the transformation process.

Global

In this role I spearheaded the Group's 'Best Customer Experience' strategy (cluster 'Customer'), conducting thorough gap analyses to identify disconnects in sales, aftersales, and financial services customer journeys, processes, system landscape and operations. I translated business requirements into a comprehensive target operating model and business strategy, which included e.g. new job and organizational design, change management approach, knowledge, learning & development strategy, new training curriculum, and continuous upskilling approach, as well as quality management, reporting & business intelligence, and OKR-driven performance management. By managing a comprehensive program and implementing a global strategy governance and operational blueprints, I successfully improved cross-business unit collaboration and customer-centric approaches, resulting in enhanced customer experiences and increased operational efficiency.• Led global strategy governance and implementation program management for Best Customer Experience (BCE) at Mercedes-Benz AG, ensuring seamless integration of premium online and offline customer experiences worldwide and setting a standard in Automotive.• Developed and executed operational blueprints for Customer Contact Centers (CCC) Business Development Centers (BDC), based on comprehensive gap analysis driving cross-business unit sales, aftersales, financial services, and marketing capabilities.• Implemented a global CCC blueprint targeting regional and market capability extension and standardization, mapping and optimizing customer journeys and enhancing efficiency measures through centralization efforts.

Maastricht, Provincie Limburg, Nederland

As a Business Consultant - Training and Change, I spearheaded global training, L&D and change management initiatives as lead resource for a 54-market program rollout. I led the successful implementation in over 30 countries, managing the training and change work packages and mentoring colleagues. I managed and enhanced the global training & development & TtT approach and roadmap, steered local training teams, and introduced evaluation metrics to improve cross-market capability. I introduced e.g. e-learning and blended formats, documentation standards, instructional design methodology, re-training strategies for continuously changing system and process landscape, and expanded our scope to include critical change management components, and established a comprehensive new training curriculum laying the foundation for the BCE strategy.• Led global training & development and change initiatives across 30+(of total 54) markets for a strategic program in the aftersales division of Mercedes-Benz, driving the adoption of new services, vehicle connectivity, CRM and system landscape, and enhanced customer experience.• Consulted on localization, coached teams from operations to senior leadership, and managed global “train the trainer” (TtT) programs, including quality checks and performance management. Established feedback loops to accelerate change velocity, optimized processes, and developed compliance manuals across MB Cars, Trucks, and Vans.• Developed comprehensive learning solutions (LMS, eLearning, blended learning), introduced instructional design methodologies, designed management workshops, business analysis approaches, and a new end-to-end training curriculum for the global Best Customer Experience (BCE) program.

Maastricht En Omgeving, Nederland

Heerlen

Aachen

Aachen

Maastricht En Omgeving, Nederland

Research Intern studying the subjects of Person-Job Fit and Organizational Climate as proxies to Sustainable Employability. Associated subjects; Recruitment, Motivation, Organizational Design, Job Engagement, Performance, Organizational Cognition, Measurement and Psychometrics.

Heerlen

Kerkrade

Kerkrade

Master Of Science (Msc), Work And Organizational Psychology

Bachelor Of Science (Bsc), Psychology And Neurosciences

• Minor: Consumer Psychology