Freelancer profile translated to English.
Back to original languageAbout Christian
I am an interim manager with a focus on customer service, customer service, call centers, customer operations, and inside sales. Companies bring me in when service is under pressure, structures are not scaling, systems are changing, or operational leadership is needed. I stabilize organizations, take responsibility, and transform customer service into a manageable value-adding unit.
I have been responsible for customer service transformations in FMCG, retail, consumer goods, and service-intensive companies. My assignments lead to measurable improvements in customer satisfaction, service quality, cost structure, and revenue contribution. I understand customer service as an operational lever for growth and customer loyalty.
Focus Areas
Customer Service Transformation
Strategic and operational leadership of B2B and B2C service organizations. Development of clear structures, KPIs, reporting, and scalable processes along the entire customer journey. Optimization of customer service, customer support, and contact center structures.
Leadership
Experience as a manager and leader in complex organizations. Quick analysis, prioritization, consistent implementation. Leading teams through transformation, reorganization, growth, and crisis situations. Employment as an Interim Manager, Interim Head of Customer Service, or Interim Operations Manager.
AI and Automation
Practical implementation of AI in customer service. Use and control of AI assistants for voice and chatbots such as Fonio (Fonio Gold Certified Partner), Parloa, Assistent24. Development of automation workflows with n8n. Proficient in the use of SAP Hana, Microsoft Dynamics 365 Business Central, EDI, Salesforce.
Process Optimization, Operations, and ESG
Optimization of end-to-end service processes - Order to Cash, complaint management, and after-sales. Close integration of customer service, logistics, IT, and finance. Integration of ESG principles in customer service with a focus on repair, sustainability, and resource efficiency.
German
Native or bilingual
English
Conversational
Can work on-site
München (up to 50km), Berlin (up to 50km), Frankfurt am Main (up to 50km), Salzburg (up to 50km)
Experience
- Konsumgüterhersteller MarkeInterim Head of Operations & Customer ServiceIMPORT AND EXPORTFebruary 2025 - November 2025 (8 months)Zürich, SwitzerlandInterim assignment as Interim Head of Operations & Customer Service at an international consumer goods manufacturer (FMCG) with a clear focus on transforming customer service and relocating logistics from Switzerland to a European fulfillment warehouse.Central responsibility for the realignment and leadership of B2B and B2C Customer Service. The mandate's objective is to stabilize day-to-day operations, standardize processes, and build a scalable, future-proof customer service organization along the entire customer journey.A significant part of the assignment involves the operational and structural support of the warehouse relocation from CH to EU, including close coordination with Logistics, Operations, IT, and Finance. Customer Service is specifically positioned as a coordinating interface to ensure delivery capability, service quality, and customer satisfaction during the transition.Concurrently responsible for the use and further development of Microsoft Dynamics 365 Business Central, as well as coordinating EDI connections with trade and major customers. The focus is on process stability, transparency, and efficiency in the interplay of service, warehouse, and system landscape.The assignment combines classic interim management with hands-on implementation, project and change management, as well as the targeted preparation of AI-supported approaches in customer service to sustainably improve efficiency, response times, and quality.Typical assignment for companies that require clear leadership, operational execution power, and robust customer service structures during transformation phases.
- ImmobilenInterim Head of SalesREAL ESTATEMarch 2024 - January 2025 (11 months)Berlin, Germany- Establishment of Sales Department- Development of Pricing- Introduction of Salesforce- Contract Digitization
- Immobilien DienstleisterInterim Head of Customer ServiceREAL ESTATEOctober 2022 - October 2023 (1 year and 1 month)Berlin, Germany- Reorganization of Customer Service- Introduction of Salesforce- Outsourcing of Call Center / Telephony
Recommendations
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- Business Administration DiplomaHeidenheim University of Applied Sciences2003Betriebswirtschaft - Handel / eCommerce