Description

Enterprise CX operating model architect with 10+ years transforming global Customer Care organizations (4,500+ FTE, 50M customers) into disciplined, value-generating systems. Specializes in cost-to-serve optimization, financial policy reform, govern-ance architecture, and automation strategy. Partners with executive leadership to convert customer operations from cost cen-ters into governed commercial levers with measurable P&L impact.

Industry field of expertise

Languages

English
Native or bilingual
French
Native or bilingual

Workplace preferences

Can work on-site

Berlin (up to 50km), Hamburg (up to 50km), Munich (up to 50km)

Zalando
Head of Customer Experience
July 2023 - Today (2 years and 11 months)
Berlin, Germany
Mandated to craft the end-to-end customer care strategy, create VoC governance for 50M customers and leading contin uous improvement initiatives for a global 4,500-person organization.
• • Delivered Significant P&L Impact: Re-engineered customer-facing financial policies and internal refund controls, generating €11M+ annual margin impact while strengthening governance and reducing financial leakage.
• • Set the Long-Term CX Vision: Designed and implemented the foundational Customer Experience framework that serves as the basis for Zalando's 2028 strategic planning and execution.
• • Led enterprise-wide AI translation rollout across 20+ languages, designing a bespoke quality governance and impact assessment framework to control CX risk, enable scalable automation, and prevent high-risk deployment of PL, SE, and live chat where quality thresholds were not met.
Customer Experience Data Governance customer service Strategic planning Digital Transformation
Zalando
Senior Manager, Quality, Training & Content
January 2022 - June 2023 (1 year and 5 months)
Germany
Established the global operational backbone for quality, training, and content to ensure the highest standards of custom er service across 10 global locations.
• • Scaled Operational Excellence: Successfully designed and implemented a global quality framework to ensure consistent service standards for over 20 million annual customer contacts.
• • Optimized Agent Performance: Overhauled the new-hire training program, reducing employee time-to-competency by 20% (from 10 to 8 weeks) and improving the quality of customer interactions.
• • Enhanced Self-Service Capabilities: Led the audit and streamlining of over 500 customer-facing help articles and FAQs, improv ing clarity and reducing contact rates.
• • Designed and implemented a BPO performance governance dashboard visualizing specialist-level productivity and quality ratios (closed-to-handled vs. reopen-to-closed), enabling rapid outlier detection and driving a 200% improvement in closed-to-handled ratio in the primary market within weeks.
Quality Management customer service Training skills assessment Change Management
amazon
Customer Success Manager
January 2021 - December 2021 (11 months)
Luxembourg
Ensured a best-in-class experience for new delivery partners by managing their onboarding, technical setup, and opera tional ramp-up.
• • Improved the End-to-End Partner Journey: Designed and implemented a new, streamlined onboarding process for the pro gram's launch in France, reducing friction and simplifying the experience for new partners.