Steffen Klotz

Portfolio, roadmap & commercial strategy definition of ancillary products & services for Lufthansa Group hub airlines (Austrian, Lufthansa, SWISS).

Lifecycle management of services along the value chain incl. portfolio/ innovation mgmt., product concept/ design & retailing. Monitoring, adjustment and optimisation based on the marketing mix (4 P’s) considering revenue goals & KPIs. Analysing purchasing behavior/ shift of markets and develop tactical activities (channel management). Preparation of ‘Omni Channel Retailing’. Optimisation of product profitability and customer experience/ satisfaction.

Development, implementation & integration of Ancillary Services. Standardisation of company-wide project management processes & tools. Implemention of an holistic valuation tool for the evaluation of innovative product ideas on a strategical & financial basis, in order to develop the commercial ‘New Services Roadmap’ Elaboration of a fare bundling strategy. Conceptional optimisation of product offers & customer experiences in the area of added value offers (AVO).

Responsible for signage & branding for all LX airports incl. product procurement, development & optimisation. Coordination of several tenders in the area of ground customer servicing & products (e.g. lounges, limousine services) Especially conduction of: - a gastro-tender (food, beverages & respective servicing) for all SWISS lounges. - a world-wide rebranding project in the area of airport signage & branding. - a tender for a new company-wide signage & branding provider

Dienstleistungsmanagement, Marketing, CRM, Human Resource Management