About Vladimir
Erfahrene Führungskraft mit über 18 Jahren Expertise in den Bereichen Customer Experience, Operations Excellence und digitale Transformation in EMEA. Zertifizierter AI-Management-Berater und Lean Six Sigma Green Belt (IASSC). Aktiv als KI-Trainer und Consultant mit Fokus auf Generative AI, Prompt Engineering und KI-Strategie. Nachweisliche Erfolge in der Umsetzung strategischer Wachstumsinitiativen — darunter eine Reduktion von Produktretouren um 70 %, eine Steigerung der Kundenzufriedenheit um 30 % und die Realisierung von über $10 Mio. Kundenmehrwert durch Automatisierung, KI-Einsatz und Prozessoptimierung.
Fundierte Erfahrung im BPO-Programm- und Transitionsmanagement, insbesondere in Finance Operations (F&A, S2P, SCM), Shared Services und internationalen Outsourcing-Programmen. Versiert in der Steuerung von 300+ Mitarbeitenden, multimillionenschweren Budgets, Vendor-Management, Vertragsverhandlungen, KPI/SLA-Governance sowie im Aufbau skalierbarer Multi-Site-Organisationen. Expertise in der Umsetzung digitaler Roadmaps, Anforderungsmanagement, Qualitätssicherung und regulatorischer Compliance (inkl. SAP S/4HANA, SAP Service Cloud, SAP CX und ERP-Umgebungen).
English
Native or bilingual
German
Fluent
French
Conversational
Romanian
Native or bilingual
Can work on-site
Berlin (up to 50km)
Experience
- Vivid MoneyGroup Head of Customer CareBANKING AND INSURANCEMarch 2025 - August 2025 (5 months)Germany• · Lead a multi-location CX organization, streamlining operations and aligning with growth objectives for SME and retail segments.• · Implement Al-driven automation to reduce response times and free agents for complex interactions; improve satisfaction and retention.• · Partner with Product, Risk, and Tech to drive end- to-end experience improvements and robust operational governance.
- TweakistFounderCONSULTING AND AUDITSJune 2025 - Today (1 year and 1 month)Berlin, Germany• · Founded Tweakist, a digital consulting business dedicated to turning complex business challenges into measurable growth• · Collaborated with various organizations to automate customer journeys, resulting in improved operational efficiency and a smoother experience for end-users.• · Developed and deployed intelligent chatbots, helping clients streamline their customer interactions and reduce response times significantly.• · Optimized CRM systems to enhance team performance, which simplified business transformation processes and allowed teams to work more effectively.
- Berlin Brands Group (Klarstein)Director of Customer ServiceE-COMMERCEJune 2023 - February 2025 (1 year and 8 months)Berlin, Germany. Directed and developed internal and outsourced service delivery teams across all marketplace activities in Western Europe• · Sourced vendors, managed vendor relationships and contracts• · Oversaw a 6M EUR yearly budget and strategy development including Supply Chain Management transformation• · Led digital transformation and implementation of Al-driven CX strategies . Partnered with investor BAIN in applying their optimization frameworks• · Successfully drove contact reduction and deflection strategies, improving operational efficiency and reducing outsourcing costs• · Implemented internal CX and Product governance, resulting in a 70% reduction in returns, product portfolio cleanup, product
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Education
- CIPM CertificationsCIPM Certifications
- Al | Al Management Certification (AZAV certified)Hilker Consulting2025Al | Al Management Certification (AZAV certified)