Magdalena Neumann

• Supervising 7 local operation teams in Europe, Asia, Australia • Responsible to drive operational efficiency and effectiveness KPIs across all countries • Definition, optimization, and implementation of operational processes globally, incl. best practice identification • Analysing and benchmarking country performances and business forecast to identify growth challenges • Planning of quarterly operational strategy with country management • Leading a team of 3 local business development managers

• Customer Subscription Model: Defined and setup pilot for 3month subscription pilot and managed the global rollout • Change Management: Managed and trained the transformation of 6 country operations teams to a new IT platform during live operations in Europe and Australia • Cost Optimisation: Analysed and identified low productivity and cost efficiency driver across departments. Setup new departmental resource allocation planning and priority planning scheme for global operations management

• Managed and hired a team of over 30 employees + supervisor team • Setup and optimised operational infrastructure with strong a digital focus and self-service infrastructure • Developed, defined and drove continuous processes improvements • Conducted detailed customer satisfaction, - retention & churn analysis • Set department targets and goals along company growth strategy & objectives • Implemented performance- and quality assurance measures to maximise customer satisfaction

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