Franziska Schröer
Purfing
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
19
19
years of professional experience
Work History
Director Business Requirements & Product Management
Sky Deutschland Fernsehen
06.2021 - Current
- Acting as Solution Manager for Sales & Service programme overall with main focus area on refinement of backlog for next development period in time and high quality
- Evaluating new business demand from all Sky DE business units together with SVP/VP business owners incl sizing of the demand together with the architect team. Supporting the quarterly rolling portfolio roadmap process, consulting on priority, feasibility
- Leading a line team of 12 Product Owners and Product Managers incl. establishing departmental performance goals and provided feedback for underperforming areas
- Developed cross solution programm high-performing team set up by providing mentorship, guidance, and opportunities for professional growth
Director Customer Engagement Processes
Sky Deutschland Fernsehen GmbH
10.2018 - 01.2021
- Responsible for process management in After Sales Customer Life-Cycle, maintaining operational processes & refinement new demand and UAT testing in CRM system Siebel
- From Jan 2020: additional responsibilities: customer data handling, permissions, GDPR+, data privacy
- Leading a team of up to 10 Junior to Senior process managers.
Head of (Management) Field Service Operations
Sky Deutschland Fernsehen GmbH
07.2016 - 09.2018
- Leading a team of six, team overall responsible for several Unit-KPIs e.g. Load & Quality of 26 internal technicians, balancing 40k orders p.a In DE/AT
- Operations & improvement of relevant IT-processes
- Marketing & Communication, Training & Quality Management
Head of (Expert) Consumer Hardware Reliability
Sky Deutschland Fernsehen GmbH
09.2013 - 07.2015
- Leading a cross-functional project team with target to optimize the hardware return no fault found rate
- Continuous Improvement of customer diagnostic paths, reduce wrong defect swaps, improving hardware reliability
Junior/Manager/Senior Manager
Sky Deutschland Fernsehen GmbH
08.2004 - 08.2013
- Role 1: Junior Process Manager Sales Processes, focus sportsbars & hotels processes
- Role 2: Project Manager in CRM area, focus encryptment system change from NAGRA to NDS for 600k subscriber base
- Role 3: Process Manager in CRM, focus integration of document system "Mediatrix"
- Role 4: Senior Project Manager Customer Service Improvements, e.g. Improving Churn/Bad Payers
Project Manager & IT-Key Account Manager
Bestbytes
08.2004 - 08.2006
- Definition of business demand and creation of specifications, direct interaction with development teams, performing user acceptance testing
- Key account manager for Deutsche Kredit Bank (DKB) and their digital bank account customer journey
Education
Diplom-Betriebswirtin (FH) -
FH Regensburg
09.2004
Skills
- Agile Solution Set-Up following SAFe
- Portfolio & Business Planning
- Cross-Functional Teamwork
- Emotional Intelligence
School
09/1985, 07/1999, Wilhelmsgymnasium, München
Personal Information
Date of Birth: 04/19/79
Hobbies and Interests
- Pferdesport
- Fotografie
- Imkern
Affiliations
- Horse Riding
Languages
English
Upper intermediate (B2)
Timeline
Director Business Requirements & Product Management
Sky Deutschland Fernsehen
06.2021 - Current
Director Customer Engagement Processes
Sky Deutschland Fernsehen GmbH
10.2018 - 01.2021
Head of (Management) Field Service Operations
Sky Deutschland Fernsehen GmbH
07.2016 - 09.2018
Head of (Expert) Consumer Hardware Reliability
Sky Deutschland Fernsehen GmbH
09.2013 - 07.2015
Junior/Manager/Senior Manager
Sky Deutschland Fernsehen GmbH
08.2004 - 08.2013
Project Manager & IT-Key Account Manager
Bestbytes
08.2004 - 08.2006
Diplom-Betriebswirtin (FH) -
FH Regensburg
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