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Manuela C.MC

Manuela C.

Customer Experience & Project Management Consultant

€650/day
Trier, DE
8-15 years
Customer Experience
Project Management
Customer Relationship Management (CRM)
Process Optimization
Stakeholder Management

Average response time: 1 hour

Freelancer profile translated to English.
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About Manuela

Improving customer processes, understanding customer needs, and designing customer experiences – that is my focus. With over 13 years of experience in B2C and D2C, I bring a broad operational and strategic foundation: from Customer Experience and CRM to process optimization and cross-functional project management – hands-on and with an entrepreneurial perspective.
In recent years, I have conceptualized a B2C loyalty program, introduced an AI-powered omnichannel platform (Dixa), and developed data-driven reactivation programs.
I am currently completing my MBA in Customer Relationship Management at TU Chemnitz – the topic of my master's thesis: Subscription models as an instrument of customer loyalty.
E-commerce
Retail (Small Business)
Food and Beverage
Digital Business Models

  • German

    Native or bilingual

  • English

    Conversational

  • Spanish

    Basic

Can work on-site
Trier (up to 50km), Köln (up to 50km), Koblenz (up to 50km), Mainz (up to 50km), Frankfurt am Main (up to 50km)

Experience

  • D.P. Montage & Service
    Project Manager
    AUTOMOBILE
    July 2024 - Today (1 year and 11 months)
    Wittlich, Germany
    • Event Management & On-site Service: Coordination and support of customer events for renowned clients (including automotive industry) – setup/dismantling, technical support, and direct customer contact on-site
    • Digital Marketing: Conception, text creation, and technical implementation of the company website, including HubSpot integration (CRM setup, chatbot, lead capture via contact form)
    • Sales: Offer and invoice creation, customer communication
    • Commercial Administration: Accounting preparation, payroll, document maintenance
    Digital Marketing Project Management Hands-on Omnichannel Customer Orientation
  • PLATINUM GmbH & Co. KG
    Head of Customer-Oriented Organization & Processes
    E-COMMERCE
    July 2023 - June 2024 (11 months)
    Bingen am Rhein, Germany
    Newly created position with company-wide matrix responsibility for customer-oriented processes and structures – functional leadership of 3 department heads, disciplinary responsibility for 25 employees.
    • Dixa Implementation: Joint project management with IT leadership for the introduction of the AI-powered omnichannel platform (email, phone, chat) for 25–30 users – from process design and change management to successful go-live
    • B2C Loyalty Program: Independent conception of a customer loyalty program (point system) – ERP-supported calculation logic, customer segmentation, and premium catalog
    • Reactivation Program: Continuation and deepening of the data-driven win-back program – segmentation of inactive customers, target group-specific campaigns, and incentive design
    • Development and implementation of company-wide CX strategies at interfaces with marketing, logistics, and accounting
    • Project participation in digitalization initiatives in the areas of ERP, CRM, and telephony
    Customer Relationship Management (CRM) Customer Journey Mapping Stakeholder Management Customer Loyalty Omnichannel
  • PLATINUM GmbH & Co. KG
    Head of Direct Market Sales
    E-COMMERCE
    July 2022 - June 2023 (11 months)
    Bingen am Rhein, Germany
    Responsibility for all direct sales (D2C & B2B) in Germany, Austria, Belgium, and the Netherlands – functional leadership of 2 department heads, disciplinary responsibility for 15 employees.

    • Development and implementation of direct market sales strategies with a focus on customer loyalty and revenue growth
    • Conception and introduction of a data-driven reactivation program for winning back inactive customers
    • Reorientation of the B2C trade fair presence – from conception and trade fair selection to setting up the promotion team
    • Introduction of express delivery service (concept to go-live, in coordination with logistics and IT)
    • Conception of a digital gift voucher system in the online shop
    • Establishment of a structured complaint management system including a goodwill process for sustainable strengthening of customer satisfaction
    Customer Segmentation & Analysis Customer Loyalty process-management Customer Journey Change Management
Check out Manuela's experience

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Education

  • MBA Customer Relationship Management
    TU Chemnitz
    2026
  • Bachelor of Business Administration International Marketing
    Hanzehogeschool Groningen University of Applied Sciences
    2013
Check out Manuela's education

Skill set

Customer Relationship Management (CRM)
Customer Segmentation and Analysis
Sales Excellence
Corporate Strategy
Process Management
Conversational AI
Omnichannel
Customer Journey
Customer Journey Mapping
Digital Marketing
Project Management
Hands-on
Customer Loyalty
Customer Orientation

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