Simon Thalheim

•Launch Hubspot CRM for 23 multi-brand hotels and HQ. •Create training documentation and onboard 70 new users. •Analyze data to define personae, customer journeys and strategies for leads. •Streamline processes from Sales and Revenue. •Create individual hotel pipelines and analyze their velocities. •Design custom dashboards to inform teams of all ongoing B2B agreements. •Create performance reports between CRM and PMS data from Marriott. •Find data leaks and advise on data privacy regulation (GDPR).

Analyze and review all datapoints linked to customer experience. Build business cases from findings and pitch to stakeholders. Organize workshops and plan steps to achieve future state. Accompany stakeholders in their improvement journey and ensure the changes are sustainable.

- CRM Manager Implement Hubspot CRM company-wide. Train 100 employees with customized documentation. Define strategies for leads and create automations to increase conversion. Optimize processes from Sales team. Hire and manage the CRM Team. - Process Engineer Conduct Kaizen events with operational teams. Host trainings about Lean and SIx Sigma. Handle all matters related to GDPR. - Scrum Master Act as Scrum Master and implement Scrum framework. Facilitate the ceremonies. Help the team remove impediments.

Manage B2C relations with international customers requesting temporary housing in the UK, France & Belgium. Manage B2B relations with landlords about booking requests. Collaborate with Product, Supply, and Marketing teams to improve quality of leads and customer experience.

- Accounting Assistant Reconcile weekly payments and invoices from all different payment providers. Send payment reminders to customers. Deal with debt collection agency regarding the tougher cases. - Customer support Manage requests from Vendor about Refunds, Invoices, Payments, Transactions, etc. Manage communications with End-customers about Refunds, Complaints, Delivery issues, Product details, etc.

Manage sales according to cost ratio to meet yearly target. Drive growth by focusing on customer service, merchandising, and teamwork. Coach and mentor employees on sales techniques, customer service, style, fabrics, fit and measurements for custom orders.

Organize corporate agreements (B2B) and individuals (B2C) season tickets. Manage sales teams on game days. Reconcile and manage sales on booking system. Implement new systems for game day logistics.