Mercedes Grzimek

-Drove Nestlé’s flagship global E2E Digital Program, orchestrating AI-powered ordering and self-service tools across 80+ stakeholders in 3 regions. -Built PMO-standard playbooks, dashboards, and onboarding flows that scaled globally and reduced delivery risk. - -Consistently achieved 9–10/10 CSAT scores with key Marquee Fortune 500 client accounts -Unified offshore and onshore teams, restoring morale and delivering sustainable governance.

-Partnered with the Chief Creative Officer to redesign Borngroup.com, aligning UX, design, and content strategy. -Managed timelines, feedback loops, and creative execution across functions. -Earned W3 Gold and Best in Show awards for Visual Appeal (2021), elevating BORN’s digital presence and market positioning.

-Launched a next-gen customer-facing learning platform from MVP to full rollout, reducing churn and scaling onboarding -Led SaaS platform selection (CMS, LRS, media tools, interactive labs) and coordinated multi-vendor onboarding -Partnered cross-functionally with content, design, product, and executive sponsors to drive platform success -Navigated legal, privacy, and security reviews to ensure system readiness and mitigate risk -Produced 250-person internal Customer Success Summit

via the Armada Group

-Led an agile team of 11 remote engineers and contributors through MVP development in a fast-moving startup environment -Established project timelines, sprint cadences, and communication frameworks for distributed collaboration -Helped define product goals and feature priorities aligned with user pain points around time, cost, and process inefficiencies -Gained insight into early-phase startup execution, lean planning, and product-market alignment under constrained resources

- Ownership and Quality control of Support Services - Assist and guide Support Engineers ( Level 1, 2, 3) in communication and resolution of tickets - Help maintain the Support Service Catalog - Structure and maintain support systems and process taking into consideration OLAs and SLAs. - Interface between all departments - Coordinate Incident communcation to internal parties and take over any Notification / Maintenance communcation to external parties

-Launched Alipay/WeChat Pay rollouts across Europe - Lead 13,000+ migration project from legacy system to new system

-Responsibility for projects arising from the areas of additional services on a national, as well as an international level. -Professional communication with customers, including advising and setting up projects. -Communication with responsible departments within the company. -Preparation of reports and project status updates on a regular basis for both the customers and the management.

-Performed first analysis of trouble tickets, including review for completion, attempted to reproduce and provide an initial response to the requester. -Coordinated the completion of trouble tickets within all teams of Division Issuing in a timely manner to meet SLAs. -Remained well-informed of new features, release cycles, and dependencies between the systems in Division Issuing.