Freelancer profile translated to English.

Description

CRM & Customer Experience Services

I conceptualize and implement cross-channel customer journeys - data-based, automated, and user-oriented. Instead of isolated touchpoints, I develop 360° customer profiles and rely on intelligent lifecycle automation that converts measurably.

Always with the focus:Strengthening customer loyalty, increasing conversion.

Industry field of expertise

Languages

German
Native or bilingual
English
Fluent
French
Basic

Workplace preferences

Can work on-site

Frankfurt am Main (up to 50km), Berlin (up to 50km), München (up to 50km), Stuttgart (up to 50km), Hamburg (up to 50km)

marino-consulting.com
(e)CRM, Classic Communication, UX/UI Design, Corporate Communication
October 2018 - Today (7 years and 8 months)
Frankfurt am Main, Germany
Classic Communication & Campaign Development
I provide comprehensive support to companies in the strategic development and implementation of integrated communication measures – from concept to execution:
Strategic campaign development (B2C & B2B & B2E)
Conception and implementation of TV commercials
Radio spots, print campaigns & out-of-home
Organization and execution of photo shoots and video productions
Development of cross-media campaigns including digital channels

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(e)CRM & Data-Driven Marketing
I develop data-based CRM strategies that strengthen customer loyalty and increase conversions:
Development and implementation of cross-channel CRM strategies (Email, Push, In-App, Web)
Planning, implementation, and analysis of CRM campaigns (including segmentation & personalization)
Management of the customer journey based on user data and customer insights
Creation and maintenance of dashboards, derivation of data-based recommendations for action
Development of web tracking and marketing automation concepts
Close collaboration with internal and external stakeholders (departments, sales, IT)
UX/UI Design & Digital Project Management
(New in portfolio since May 2025)
With a user-centric design approach, I develop digital products that are functional, intuitive, and visually compelling.
My UX/UI competencies include:
Analysis and mapping of the customer journey
User research (qualitative & quantitative)
Design Thinking
Creation of personas, wireframes, prototypes & user flows
Visual design (in Figma)
Usability tests & continuous optimization
Structured user research & interviews
Creation of design systems and UI guidelines
Tools: Figma, Notion, Miro, Webflow, Canva, Excalidraw, among others
Corporate Communication
I support companies with their internal and external communication – strategically and target group-oriented:
Development of communication strategies and core messages
Editing and production of content
SPRINGER AKTIV AG
CRM | UX/UI CONSULTING
MEDICAL
August 2024 - June 2025 (10 months)
Berlin, Germany
Consulting on optimizing the customer journey through strategic email marketing and user-centric UX/UI concepts. Service overview: Development of targeted email marketing strategies including conception and design of structured templates. Coaching and technical support in creating email templates in line with brand guidelines and usability requirements. Consulting and conception of websites with a focus on usability, user interface, personas, user journey, and UX writing. Creation of an editorial plan and development of a holistic content strategy.
UX Writing UX/UI Design CRM Responsive Design Email Marketing
Telefonica
CRM | Lifecycle Automation | Customer Experience | Customer Journey
TELECOMMUNICATIONS
April 2023 - December 2024 (1 year and 8 months)
München, Germany
• Development of personalized email marketing measures for existing customers across all lifecycle phases.
• Development of test variants for conducting A/B tests.
• Strategic optimization of journeys in multi-stage campaigns.
• Process optimization: Analysis of the current/target state of internal and external processes and development of optimizations.
• Project management / Steering of the CRM agency / Stakeholder management.
Customer Relationship Management (CRM) Email Marketing Automation Personalization Lifecycle Marketing