With a background of extensive international Executive Management exposure and experience, offering services in:- Consulting- Advisory- Project Management Interim Managementin the fields of customer service and customer experience in the aviation and tourism sector.Gap analysis, development and implementation of strategies to enhance productivity, operative performance and commercials.Pragmatic and result-driven work approach.International… Show more With a background of extensive international Executive Management exposure and experience, offering services in:- Consulting- Advisory- Project Management Interim Managementin the fields of customer service and customer experience in the aviation and tourism sector.Gap analysis, development and implementation of strategies to enhance productivity, operative performance and commercials.Pragmatic and result-driven work approach.International assignments considered. Show less

DER TOURISTIKDER Touristik Group is a network of travel experts that operates in 14 European countries. Each year, more than 7 million customers travel to 179 countries using DER Touristik Group. The company group employs 10,100 people.With 16 renowned tour operators, including well-known brands such as Dertour, ITS, Kuoni, Apollo and Exim Tours, DER Touristik Group focuses on variety. 25 travel specialists such as Kirker and Manta Reisen who cater to special and more demanding… Show more DER TOURISTIKDER Touristik Group is a network of travel experts that operates in 14 European countries. Each year, more than 7 million customers travel to 179 countries using DER Touristik Group. The company group employs 10,100 people.With 16 renowned tour operators, including well-known brands such as Dertour, ITS, Kuoni, Apollo and Exim Tours, DER Touristik Group focuses on variety. 25 travel specialists such as Kirker and Manta Reisen who cater to special and more demanding target groups complete the offer.With a strong sales network and around 2,400 travel agencies in Germany, Great Britain, Eastern Europe and Switzerland, DER Touristik Group is broadly positioned.Collectively, the companies that operate under the DER Touristik umbrella are the number 2 on the German market. We offer our customers classic holiday trips under the ITS, Jahn Reisen and Travelix brands. Individual and long-haul travels are covered by the Dertour, Meier's Weltreisen and ADAC Reisen brands. With 2,100 sales agencies, DER Touristik is currently Germany’s market leader in stationary travel agency operations. DER Touristik’s travel agency operations are divided into different segments: branch sales under the DER brand name, direct sales by the DER travel agencies, online sales under DER.COM, and the franchise sales with the Derpart and DER Touristik Partner brands. Additionally, there are special brands such as clevertours.com, camperboerse and DERHotel.com. The DER Touristik portfolio also encompasses the hotel brands lti hotels, Club Calimera, PrimaSol Hotels and Coee-Hotels. DER Touristik Online GmbH provides both first level support to customers navigating the various product sites as well as boosting direct sales revenues through active sales generation across the value chain.DER Touristik Online stands for highly competent service solutions as well as meeting and exceeding customer expectations and creating memorable customer experiences at every step of the journey. Show less

As a global leader in the production of rigid plastic films, Kloeckner Pentaplast offers solutions for primary packaging of pharmaceuticals, food, electronics, medical devices and consumer, as well as printing and specialty applications.Design and implement an organizational structure for Customer Service EMEA. Implement a Sales Support Unit, designed to provide support services to the field sales organization. Introduce KPI based Performance metrics. To consolidate the global… Show more As a global leader in the production of rigid plastic films, Kloeckner Pentaplast offers solutions for primary packaging of pharmaceuticals, food, electronics, medical devices and consumer, as well as printing and specialty applications.Design and implement an organizational structure for Customer Service EMEA. Implement a Sales Support Unit, designed to provide support services to the field sales organization. Introduce KPI based Performance metrics. To consolidate the global Customer Service offering, develop a global Customer Service strategy.• Managing Customer Service functions at five European and Asia production sites.• Reorganization of Customer Service Unit with a view to increase productivity and to strengthen sales orientation• Optimization of Order Management processes and interfaces into Supply Chain Management functions and production• Developing strategy to consolidate all global CS units into one global CS structure • Initiate and facilitate review of customer segmentation strategy leading to improved service differentiation Show less

Develop and implement strategies to drive profitable growth across the rapdily expanding network of 4-star hotels across the Dormero chain. Manage the areas of Business Development, Sales, Marketing, e-Commerce, Revenue Management, Customer Care and PR and provide guidance and direction to Senior Managers across all disciplines. Identify opportunities to continuously improve business mix and market segmentation. Design and introduce processes leading to greater efficiencies, and… Show more Develop and implement strategies to drive profitable growth across the rapdily expanding network of 4-star hotels across the Dormero chain. Manage the areas of Business Development, Sales, Marketing, e-Commerce, Revenue Management, Customer Care and PR and provide guidance and direction to Senior Managers across all disciplines. Identify opportunities to continuously improve business mix and market segmentation. Design and introduce processes leading to greater efficiencies, and workforce productivity.With 12 hotels, 2000 rooms and a plan to double in size by 2020, Dormero is poised to become one of the most recognised brands in the accomodation sector.Visit www.dormero.de to learn more about Germany's most exciting hotel brand. Show less

Manage the Commercial Strategy, Development and Innovation units to achieve an integrated approach to the Division's continous improvement.Streamline Commercial processes across the divisional unitsDevelop and implement initiatives for continuous operational optimization of the DivisionDrive the introduction of an integrated CRM strategy

Development and implementation of a Customer Management business unit, which consolidates the Service Delivery Areas:o Customer Relationship Managemento Customer Careo Customer Contact CentresDesign and implementation of a integrated Customer Management strategy across customer service channels.

Development of a global Contact Centre network

General management of Lufthansa Contact Centres in Berlin and Kassel

General management of Lufthansa's Asia/Pacific Contact Centre