Markus Schlicht

Angestellt, Head of Customer Experience, Portfolio and AI, QVC Handel S.à r.l. & Co. KG

Düsseldorf, Deutschland

Fähigkeiten und Kenntnisse

Projektmanagement
Customer-Relationship-Management
Management
Six Sigma
Vertrieb
Business Development
Kundenbetreuung
Beschwerdemanagement
Kundenservice
Kundenbindung
Kundenzufriedenheit
Reklamationsmanagement
Beratung
After Sales Management
Customer Experience Management
CRM-Systeme
Kundenanfragen
Englische Sprache
Inbound
Program Management
Portfolio Management
After Sales Service
Advanced Analytics
B2C
Team Management
Customer care
NPS
Change Management
Compliance
Risk Management
Kundenorientierung
Führungserfahrung
Auslandserfahrung
Operations Management
Strategy
E-Commerce
Multi-Channel-Management
Omnichannel
Streaming
Sales
Aftersales
SAP
Marketing
Logistik
Coaching
Künstliche Intelligenz
Dropshipping
Strategische Partner
Vertriebserfahrung
Kundenbeziehung
Prozessoptimierung
Produktmanagement
Programm Management
PMO
Portfoliomanagement
Portfolio
Siebel CRM
Customer Relationship Management (CRM)
CRM
Corporate Strategy
Strategieentwicklung
Strategieberatung
Inhouse Consulting
Board of Directors
Sales Operations
Six Sigma Green Belt
Lean Six Sigma
IVR
Regulatory Compliance
Due Diligence
Ressourcenmanagement
Ressourcen Management
Budgetverantwortung
Budget Management
Budget
IT Roadmaps
Scrum
Design Thinking
Product Development
Product Management
Go-to-Market
Customer service
Customer insight
Customer Relations
Customer Relationship Management
Artificial intelligence
AI
KI
RPA (Robotic Process Automation)
BPO
Internationales Team
Team Lead
Deutsch
Deutschkenntnisse
Business-Englisch
Customer segmentation
Digitalisierung
Sustainability
E-Commerce-Management
Reporting
Service Management
Technologie
Organisationsberatung
Teamentwicklung
Reklamationsbearbeitung
Kontinuierlicher Verbesserungsprozess
Content Marketing
Content-Strategie
Kennzahlen
KPI
Reputation Management
Trust
Stakeholder Management

Werdegang

Berufserfahrung von Markus Schlicht

  • Bis heute 7 Monate, seit Dez. 2023

    Head of Customer Experience, Portfolio and AI

    QVC Handel S.à r.l. & Co. KG

    • Office of the CEO with 1 Mrd € revenue (DE) • Head of Customer Experience & AI implementation • Head of Market Portfolio, Project Delivery and C-Suite strategic Partner • Programm Manager Advanced Analytics Sales Planning EU • Sales & Afters-Sales Programm Lead for extended Assortment, Drop-Shipment / 3PL • Compliance & Due Dilligence Business Partner • Member of QVC international Strategy & Project Delivery Team

  • Bis heute 3 Jahre und 4 Monate, seit März 2021

    Senior Manager Portfolio, Strategy & Project Delivery

    QVC International

    • Office of the CEO and C-Suite strategic Partner as head of portfolio • Programm Manager Sales strategy extended assortment / drop shipment • Programm Manager Advanced Analytics CRM, QVC international • Board / C-suite Partner global Business Transformation and new operating model • Country lead of Covid-19 crisis management • Due Diligence Partner on compliance, data privacy, CyberSec and workers council cooperation

  • 2 Jahre, März 2019 - Feb. 2021

    Senior Manager Operations

    QVC Call Center GmbH & Co KG

    •Head of all Sales and After-Sales Teams with 450 Team Member in multichannel Order- and Customer-Service, 1st Level Customer Finance and Social Media - Site Lead •Award Winner „Kundenchampion 2019“ •Head of Covid-19 Crisis Management DE enterprise - Commercial & Workforce •Product lead CRM improvements & operational excellence •Head of cost intensive customer & customer value management •Head of frictionless customer journey strategy

  • 11 Monate, Mai 2018 - März 2019

    Senior Operations Manager Customer Service

    QVC Call Center GmbH & Co KG

  • 6 Monate, Dez. 2017 - Mai 2018

    Manager Customer Service

    QVC Call Center GmbH & Co KG

  • 1 Jahr und 2 Monate, Okt. 2016 - Nov. 2017

    Supervisor Multichannel Service

    QVC

  • 2 Jahre und 2 Monate, Okt. 2014 - Nov. 2016

    Supervisor Customer Service

    QVC

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