VISION.
„It is my vision to empower organizations, individuals and myself to thrive through collaboration, co-creation, and the commitment of continuous improvement, promoting valuable relationships and generating shared value.”
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One of the most important questions that drives me is why I do what I do – my overall motivation. Collaboration and co-creation have always been and still are key factors for me. In combination with the creation of valuable relationships for a shared added value, they create my driving source. Improvement, as an overarching and never-ending theme, is present in every aspect of my identity. This website reflects this by being updated with new projects and content, as well as its style being adjusted.
CONTEXT.
Professional context:
“To meet and succeed our customer’s expectations, we need to align those with the processes, identify gaps and systematically close them to ensure and improve a seamless and sustainable customer-brand relationship.“
I am the customer’s enabler, building authentic and solid relationships for a loyal partnership. My role is to build customer ambassadors – internally and externally.
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I define Experience Improvement as a sustainable approach to creating customer ambassadors. In my work as a Senior Global Experience Improvement Manager, my focus is the creation of improved productivity in order to sustainably increase the relationship between the customers and the brand. I am a connector between customer’s needs and the organization. To be able to put the customer first, we need to truly understand them, involve the right people at the right time, take actions accordingly and be able to measure improvements.
I am convinced that the word “customer” needs to include the external (consumer/buyer) as well as the internal (employees/process participants) customers. Read more about my definition of the word “customer” here. To be able to create sustainable relationships a shared added value is essential. This is achieved by analyzing existing structures and processes, critical touchpoints, understanding the participants, roles and responsibilities and developing improvements based on relevant data to sustainably and therefore successfully implement them.
Personal context:
With our daily lives, leisure time and work being heavily interconnected, each aspect influences the whole construct. That’s why it is important for me to pay close attention to each of these aspects, to continuously challenge and improve them.
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The important meaning of relationships and the grateful success of a jointly created, added value are driving factors for me – far beyond by daily work. In a personal context, the term “added value” might seem like a somewhat bulky term, but for me, it absolutely makes sense. The mindset of self-improvement and adding (shared) value can, among others, refer to simple things like the joy of a successfully planned trip together, conversations on an ambitious side project or a deep, challenging and meaningful conversation which inspires to broaden our horizons. Including a solution-finding approach and challenging myself to continuously improve in my daily routine, enables me to create a rich and therefore fulfilled live.
The pendant to the services which I professionally offer, and therefore the elements to complete my identity, are my personal projects. These projects are an important balance as well as extension to my professional work.
VALUES.
My values are deeply rooted in collaboration, co-creation, and continuous improvement. I believe in fostering meaningful relationships that empower organizations, individuals as well as myself to thrive through shared value creation.
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My holistic approach is focused on the importance, relevance of and my personal fascination for culture and processes, creating sustainable and transformative experiences. I am committed to empowering others as well as myself to become better. This philosophy extends to all aspects of my life. I am constantly seeking ways to enhance my personal and professional endeavors, embracing challenges as opportunities for growth and learning. I believe in applying my values to all aspects of my life, both personal and professional.
VISUAL.
My identity is a construct of interrelations between the personal and professional context, the values which surround them and build their base at the same time, as well as the external factors of influence like culture, the services I provide and the projects I do.
CV:
Work experience
The following is an overview of my professional work. Please click the “v” symbol on the left for more details. For my personal CV go to the “Projects” section here.
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I created and implemented a holistic (Customer) Experience Improvement framework resulting in operational efficiency at critical touchpoints and improved customer satisfaction.
(Customer) Experience Improvement framework: Development and implementation of a comprehensive framework, based on the customer journey, its touchpoints, employee interactions, and the underlying end-to-end processes. This holistic view provided a clear prioritization of gaps (expectation, performance, competitive edge), enabling the set-up of a trackable continuous improvement portfolio.
Actionable thought co-creation: Close collaboration with customers, key-decisionmakers, stakeholders and process owners to cultivate an action portfolio, tailored to address customer needs and enhance CX. This active engagement, empowerment and facilitation of ownership, ensured that their perspectives were incorporated and valued, which reflected in a faster and improved adaption rate.
Sustainable workload reduction: Due to structural improvements and streamlined processes, we were able to e.g. reduce the operational workload at critical customer touchpoints by 50%, shortened lead-times (customer response) from 3-5 days to less than 2 h. This freed up operational capacity to relocate these to further increase the.
Elevated Customer Experience: Leveraging a visual dashboard to gather and analyze customer feedback in real time. This enabled the organization to take data-driven decisions, aligned with customer expectations and brand performance at respective touchpoints, resulting in a significant improvement in customer experience and engagement.
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As an internal consultant, I have accompanied and supported various projects in the pitch- and initialization phase, including pitch deck preparation and on site presentation. Creative and strategic concept development.
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I have accompanied a wide range of thematically different projects at the BMW HQ Experiential Marketing Department. A high demand for flexible, fast and solution-oriented work, as well as a high (international) travel activity are distinctive features of the position.
Strategic concept development:
Internal coordination and preparation of customer focused concept briefings, drafting of board proposals up to the pitch phase with selected agencies and the first drafts.Influencer-event activation (e.g. BMW #roadtocoachella activation 19/20 and BMW #NEXTGen)
Concept development including the social media strategy which led to a plus of 100% in influencer engagement.
Selection of influencers and on-site support which, in combination with the concept, led to a contractual over-performance of 170%.PBE - The world‘s largest international BMW dealer event:
Support in agency communication, internal coordination and on-site implementation.
Elaboration of a 2D/3D concept.
Shift from product focused presentation/information to experiential moments and therefore drastically increasing the customer engagement and satisfaction.
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Under the name of anewdesignargument, I worked as a customer experience and brand manager in parallel with my studies and beyond.
02/2010 -04/2017 Emil Brenk GmbH (Luxury jewelry and accessories), Pforzheim
www.emilbrenk.com
Creation and execution of a repositioning, a rebranding, the development of a brand steering wheel, of strategic communication goals and a new sales strategy including the presentation at trade fairs and POS.06/2015 - 04/2017 Emil‘s GreatGrandson (Luxury jewelry), Pforzheim
www.emilsgreatgrandson.com
Brand strategic conception and market launch of a new contemporary sub-brand for Emil Brenk:
Implementation of the website, image concept, print media and exhibition design. Focus: Positioning, elaboration of an orchestrated marketing mix and development of communication goals.
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Cross-departmental, interdisciplinary tasks. Coordination in the development of communication content on concept vehicles and social media.
Support for cooperation topics for BMWi Design.
Improvement of the workflow between data collection and design.
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Project support on a large pitch project and various operational projects.
Development and design of the wayfinding system for the World Heritage Site, the death house of Martin Luther in Eisleben.
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Assistant to the studio management at a London prêt-a-porter fashion label.
Interface communication/coordination between creation and production, the individual departments and participation in the development and implementation of the latest collection, the lookbook as well as the fashion show.
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Support for corporate design projects, campaign design, brochure design, product and packaging design.
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Interface between creation and management. Combination of marketing communication and brand management.
Degree: Master of Arts
Final grade: 1.5
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Specialization in multimedia.Degree:
Bachelor of Arts
Final grade: 1.4
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Final grade: 2,4
Studies / Schooltraining
All graphics on this website are created by myself.