Senior Management Consulting and Interim Management
KÖSTER CONSULTING
Schlagwörter
CRM
UI
digitization
Interim Manager
Interim Managem
Interim Management
Business Transformation und Turnaround Projekte
director
head of online marketing
Multi-Channel Management
Customer Experience
Strategie
Interim
leadership
Project Manager
Project & Program Management
Change
Change & Performance Management
Change Management
Stakeholder-Management
Stakeholder management
Skills
- More than 20 years experience across banking / payment industry, telecommunications and IT
- Broad cross-cultural experience, through international leadership and project roles
- Proven Track Record as Interim Manager in various roles (Product Management, Business Transformation, Customer Experience, Digitization, Multi-Channel Management, Technologie)
- Consulting skills: C-Level interaction, Cross Functional Project & Program Management, Digital Transformation, Business Transformation, CRM / Customer Journey / Customer Experience, Multi-Channel Management, Product Management / Marketing
- Broad cross-cultural experience, through international leadership and project roles
- Proven Track Record as Interim Manager in various roles (Product Management, Business Transformation, Customer Experience, Digitization, Multi-Channel Management, Technologie)
- Consulting skills: C-Level interaction, Cross Functional Project & Program Management, Digital Transformation, Business Transformation, CRM / Customer Journey / Customer Experience, Multi-Channel Management, Product Management / Marketing
Projekthistorie
01/2020
-
08/2020
09/2016
-
08/2019
Director Multi-Channel / Customer Relationship Management
o Set-up of newly founded CRM unit
o CRM Strategy Definition and introduction of Digital Omni-Channel Campaigning, incl. required IT
infrastructure and data driven decisioning (right offer, right channel, right time), Next Best Offer
approach
o Responsibility to achieve Existing Customer KPIs (PBT, Loyalty, NPS)
o Continuation of responsibility for change / digitization program with launch of first wave in
August 2019.
o CRM Strategy Definition and introduction of Digital Omni-Channel Campaigning, incl. required IT
infrastructure and data driven decisioning (right offer, right channel, right time), Next Best Offer
approach
o Responsibility to achieve Existing Customer KPIs (PBT, Loyalty, NPS)
o Continuation of responsibility for change / digitization program with launch of first wave in
August 2019.
03/2015
-
08/2016
Director Customer Experience & Digital Transformation
o Responsible for all digital customer channels (Online Banking, Mobile Banking App, Digital
Application, Website and Landing Pages)
o Customer Journey Design & Management focusing communication, UX and UI on customer
experience, satisfaction and development
o Set-up and lead of biggest change / digitization program (120 FTE, €17m):
- Exchange of Online & Mobile Banking with focus on digital servicing and customer
development
- Introduction of new CRM System with creation of single customer view
- Move to cloud based infrastructure
Application, Website and Landing Pages)
o Customer Journey Design & Management focusing communication, UX and UI on customer
experience, satisfaction and development
o Set-up and lead of biggest change / digitization program (120 FTE, €17m):
- Exchange of Online & Mobile Banking with focus on digital servicing and customer
development
- Introduction of new CRM System with creation of single customer view
- Move to cloud based infrastructure
02/2009
-
02/2015
CEO / Interim Manager
Köster Consulting
Various roles e.g.:
- Optimization of Hardware Services Unit through organizational and process redesign
- COO Interim Manager (270 FTE) for Consumer Telecommunications Unit
- Interim Manager in the areas Product Management and Customer Development
- Project stream leadership in worldwide blue chip restructuring project (107 countries) together with goetzpartners
01/1997
-
01/2009
Chief Marketing Officer
VODAFONE; Vodafone Top 150 Leadership Team Worldwide
o Responsibility for the full Marketing Mix with yearly revenues of €1,5b and €43m marketing
budget:
- Definition of the company strategy
- Development and execution of propositions
- New Product development
- Customer Value Management
- Brand and Customer Experience
budget:
- Definition of the company strategy
- Development and execution of propositions
- New Product development
- Customer Value Management
- Brand and Customer Experience
08/2005
-
07/2007
Director Regional Network and Operation
o Responsibility for Network Planning (GSM, UMTS, HSPDA), Site Acquisition, Construction and
Management, Network Operation, Quality and Optimization with a yearly budget of €75m.
o Restructuring of the Network and Operations area in terms of organizational structure, processes,
interfaces towards other regions / headquarter and staffing. Reduction of staff from 206 to 120.
Management, Network Operation, Quality and Optimization with a yearly budget of €75m.
o Restructuring of the Network and Operations area in terms of organizational structure, processes,
interfaces towards other regions / headquarter and staffing. Reduction of staff from 206 to 120.
04/2004
-
07/2005
Head of Customer Marketing Business
o Responsibility for customer base marketing for all business segments across the customer
lifecycle
Global Leadership Program Assignments (11/2001-3/2004) - Program limited to 14 people
worldwide / year for International and Cross functional Leadership
o Responsibility for the overall co-ordination of the development, implementation and launch of
the first globally developed business products across 13 Vodafone Networks (Düsseldorf)
o Responsibility for capturing the product roadmaps of Vodafone Pacific and connecting them with
the Global Products innovation unit (Australia, New Zealand)
o Line Management responsibility for the Business Products Voice Unit (Madrid)
lifecycle
Global Leadership Program Assignments (11/2001-3/2004) - Program limited to 14 people
worldwide / year for International and Cross functional Leadership
o Responsibility for the overall co-ordination of the development, implementation and launch of
the first globally developed business products across 13 Vodafone Networks (Düsseldorf)
o Responsibility for capturing the product roadmaps of Vodafone Pacific and connecting them with
the Global Products innovation unit (Australia, New Zealand)
o Line Management responsibility for the Business Products Voice Unit (Madrid)
04/1997
-
10/2001
Head of Product Marketing Voice & Messaging
o Responsibility for product development, launch and lifecycle management for all Voice &
Messaging Products
Messaging Products
Reisebereitschaft
Verfügbar in den Ländern
Deutschland
