Christian Gruenthal

As part of the Central Europe team responsible for driving performance through product enhancements and improved customer experience. This includes: - Leading a team of product and customer experience managers - Product development ‎including E2E 3rd party product integration, agile methodology - Global stakeholder management - Site/product path conversion optimization (web & app) - P&L (budget), marketing channel efficiencies management

As part of the global Analytics team responsible for reporting, analyzing and presenting Expedia EMEA points of sale performance from a product, marketing, site and customer perspective to the leadership team. This covered areas/programs: - Points of sale opportunties and risk analysis - NPS, repeat rates, customer retention, loyalty programs - Leading EMEA trading meetings - Implementation of web analytics tracking

Responsible for day-to-day reporting of European Call Center performance for Expedia and Hotels.com as well as vendor billing. As part of the global customer operations team one of the key contributors to the successful implementations of a global reporting solution, customer complaints management system and a customer operations collaboration tool.

Responsible for monitoring call center performance, customer complaints escalations, mystery calling and supported the Operations Manager in legal matters, vendor contracts and billing.