Description

CUSTOMER JOURNEY PROJECT MANAGEMENT & CONSULTING FOR RETAIL | AUTOMOTIVE

I support companies holistic as project manager & consultant through every stage of transformation – from the first conversation and strategic alignment to hands-on implementation and beyond. My focus: optimizing processes and designing future-ready customer experiences that leave a lasting impression. In an increasingly hybrid world, where physical and digital touchpoints blend seamlessly, I help brands elevate their entire customer journey – premium, consistent, and human-centered.

I collaborate with architects and interior designers to translate strategic intent into spatial experience – including furniture curation and concept alignment. As an external project lead, I manage cross-functional communication and ensure operational clarity across all teams.

To embed change sustainably, I develop tailored training programs based on the defined concept and processes. Through interactive sessions, I activate employees, build buy-in, and remove uncertainty before go-live. To secure long-term impact, I offer regular quality audits and continuous improvement loops.

Your Journey. My Commitment.

Availability: Worldwide.

Industry field of expertise

Languages

German
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

München (up to 50km), Frankfurt am Main (up to 50km), Rosenheim (up to 50km), Würzburg (up to 50km)

FP CUSTOMER JOURNEY CONSULTING
CONSULTANT & PROJECT MANAGER
September 2025 - Today (9 months)
Salzburg, Austria
CUSTOMER JOURNEY CONSULTING | PROJECT MANAGEMENT FOR RETAIL & AUTOMOTIVE

I support companies holistically as a project manager and consultant through transformation processes – from goal setting to implementation and sustainable anchoring. I coordinate internal and external stakeholders, such as architects and project leads, across departments to break down silos and foster effective collaboration.

My focus lies in project management, process and design transformation – always aiming to create efficient workflows and deliver unique customer experiences across the entire customer journey.

Through tailored training programs, I engage employees early, promote acceptance, and reduce uncertainties. The focus is always on empowering your teams to deliver 5-star customer experiences that delight and have lasting impact. Regular audits and quality checks ensure consistent implementation and continuous development of defined standards.

Services:
Process redesign & redefinition
Showroom design consulting & architectural integration
Role review & adaptation to new requirements
Training concepts & delivery
Auditing & quality assurance
Quality/Mystery Checks
https://www.customerjourney-consulting.com/

Availability: Worldwide
Customer Journey Project Management Retail Development Prozessoptimierung Qualitätskontrolle
BMW
MANAGER RETAIL & NETWORK DEVELOPMENT CENTRAL SOUTHEAST EUROPE
AUTOMOBILE
July 2023 - July 2025 (2 years)
Salzburg, Austria
RETAIL DEVELOPMENT: Led the implementation of BMW’s new customer retail concept (Retail.Next) across design, processes, roles, and digital tools, aiming to create an integrated, customer-centric retail environment in Central and Southeastern Europe (12 countries).

PROJECT MANAGEMENT: Coordinated all relevant stakeholders to successfully implement the new design concept in combination with digital tools, roles, and processes, creating unique online and offline touchpoints. Collaborated with local and central architecture and interior design agencies to ensure compliance with BMW Group guidelines while allowing for local adaptation.

BUILDING PROCESS & REFURBISHMENT: Defined the building and refurbishment process for 12 countries by implementing appropriate measures for different markets. Developed the regional strategy and adapted it to local needs. Held overall responsibility for design and layout approvals across more than 200 locations.

NETWORK DEVELOPMENT: Acted as project and process owner for new locations based on network strategy aspects in close coordination with internal and external stakeholders. Designed and implemented efficiency reporting for all retail outlets and monitored the performance of all BMW and MINI showrooms.

Retail.Next is a holistic and progressive approach focused on customer centricity, flexibility, sustainability, and best-in-class premium experiences. The approach integrates new design, processes, digital tools, and roles, with a seamless phygital (physical and digital) engagement that places customers and products at the center.
Retail Development Prozessoptimierung Customer Journey Quality Management Consulting
Autodesk
TERRITORY ACCOUNT SALES EXECUTIVE / SALES CONSULTANT DACH
DIGITAL AND IT
June 2022 - July 2023 (1 year and 1 month)
München, Germany
ACCOUNT MANAGEMENT: Responsible for managing, renewing, and expanding key accounts in the DACH region. Drove business growth within the existing customer portfolio.

SALES: Managed a mid-market DACH portfolio (deal size: €200K–€1.2M). Increased awareness and adoption of cloud solutions within the portfolio. Trained stakeholders in public organizations and promoted the use of cloud products to implement a shared data environment.

PROJECT & STAKEHOLDER MANAGEMENT: Led the “Pit-Crew” team, consisting of Technical Sales, Business Development Managers, Solution Engineers, and Account-Based Marketing Managers. Communicated portfolio strategy and set SMART goals at both portfolio and individual account levels. Engaged internal and external stakeholders to achieve objectives and collaborated with external channel sales partners to maximize impact and support customers in achieving their strategic goals.

Consistently achieved 119% of sales quota, demonstrating outstanding performance in a quota-driven role.

Together with the extended “Pit-Crew” team, implemented a new community for public sector customers and decision-makers: “Forum Public Construction” / “Forum Öffentliches Bauen.”
Sales Management Business development Unternehmensstrategie Project Management Public Sector