Markus Böttger

Heading Häfele‘s global teams for Customer Frontend (E-Commerce & MarTech), Customer Relationship Management (CRM) and Customer Backend (ERP, CPQ). Leading the group-wide Customer Experience and CRM Programs, making sure customers enjoy a seamless and engaging experience across all digital touchpoints. Responsible for Contact-to-Order, Order-to-Cash, After-Sales-to-Retention and Product-Idea-to-End-of-Life E2E processes from IT side.

Lead of a group-wide transformation program, responsible for setting up the necessary structures, team and processes. Driving digitalization and customer centricity by harmonizing customer-facing processes and implementing a unified technology platform for marketing, sales, service, customer experience and digital customer solutions - following a holistic greenfield approach.

Responsible for digitalization in marketing, sales, service, digital commerce and customer experience, as well as internal communication, collaboration and productivity. Program lead for “OneCRM” based on Salesforce Customer 360, and “Harmonization Lead Sales” for group-wide Lead-to-Cash processes and methodologies across multiple platforms (CRM, ERP, CPQ). Established the cross-functional team “Modern Workplace” to drive modern ways of working enabled by Microsoft technologies.

Responsible for establishing a new business unit focused on selling IIoT applications and related services via a digital marketplace. Contributing to product and pricing strategy for Dürr’s software portfolio. Commercial board member of the joint venture ADAMOS GmbH.

Leading the establishment and restructuring of Customer Relationship Management across the Group. Built and led a cross-functional CRM team. Driving digitalization and leveraging synergies in marketing, sales, service, and customer experience across all divisions of the Dürr Group. Program lead for “Customer Excellence” — an initiative to enhance customer orientation and service quality throughout the organization.

Managing projects in CRM, SharePoint, Office 365 and Azure. Consulting clients, delivering training and supporting the sales team during the presales phase. Contributed to the company’s strategic development with responsibility for the consulting business.

Started in a student role in marketing, continuing with responsibilities in website management, campaigns, trade fairs and marketing materials. Provided support in internal and customer projects.

Marketing, Architecture of Business Information Systems, Information Systems for Service Industry and Service Engineering; Title of master thesis: Development of a procedure model for the qualification of sales software for the hybrid operation of on-premise software and SaaS in SMEs.

Title of the diploma thesis: Requirement analysis, conception and prototypical implementation of a wiki for project management in a medium-sized software company