Triathlon
Thorsten Hackenbroich
Dormagen
Summary
Visionary and results-driven senior executive with 20+ years of global leadership experience in driving large-scale business transformations, digitalization, and post-merger integrations. Adept at designing and executing strategic initiatives that enhance operational excellence, streamline global processes, and elevate customer experiences. Proven ability to lead cross-functional, high-performing teams and navigate complex multinational environments to deliver sustainable business impact. Expertise spans Supply Chain, Order-to-Cash (O2C), IT, and Finance, with a strong track record in post-merger integration, ERP implementations, and digital transformation. A recognized leader in fostering a culture of innovation, collaboration, and continuous improvement.
Overview
23
23
years of professional experience
2
2
Languages
Work History
Senior Director, Customer Service Operations Excellence Lead
Bayer AG
05.2022 - 12.2024
- Led a global team to enhance channel partner experience and customer service excellence, driving competitive advantage and increased customer satisfaction
- Spearheaded a global Customer Service integration, consolidating operations from 80+ countries into 10-15 regional hubs, driving efficiency, and reducing operational costs by 25 – 30%
- Orchestrated the global rollout of Salesforce Service Cloud across 90+ countries, enhancing digital engagement and customer experience, and driving artificial intelligence initiatives
- Established a data-driven service model, leveraging advanced analytics to boost Net Promoter Score (NPS) and customer satisfaction
- Drove operational Excellence / continuous improvement within Customer Service operations across regions to strive for internal efficiencies and elevate customer experience
Senior Director, S4HANA Business Integration Lead
Bayer AG
05.2021 - 05.2022
- In parallel to Global Business Process Owner (BPO) Order to Bill Crop Science accountabilities
- Led a cross-functional initiative to unify ERP platforms in Brazil, enabling seamless integration of Crop Protection and Seeds businesses while enhancing digital commerce capabilities
- Designed and executed the global Order-to-Cash (O2C) standardization strategy, implementing a template approach (Greenfield) for streamlined, scalable operations across business units
- Drove digital transformation by integrating satellite systems (e.g
- Salesforce CPQ), accelerating the adoption of S/4HANA for optimized O2C processes
- Reduced process inefficiencies by 60% through automation and consolidation of business processes leveraging new digital capabilities
- Established cross-functional collaboration with Commercial, Finance and Supply Chain, ensuring seamless process integration through strong stakeholder engagement and strategic partnerships
Director, Global Process Owner (GPO) Order to Bill
Bayer Business Services GmbH
01.2017 - 05.2022
- Architected and executed a global Order-to-Bill (O2B) strategy, driving operational excellence across in-house and Shared Service Centers (SSC)
- Established a robust global process governance framework, setting industry-leading standards for organizational design, digital transformation, and SAP architecture
- Spearheaded the end-to-end functional design for Order Management, Fulfillment, and Invoicing, optimizing process scalability and efficiency
- Pioneered the strategic development of digital customer engagement platforms, collaborating with O2C IT Solution Designers to enhance self-service capabilities and streamline operations
- Led post-merger integration (PMI) efforts during the Monsanto acquisition, ensuring seamless business continuity and process harmonization
- Fostered a high-performance O2C community through global collaboration, strategic networking, and stakeholder alignment
Senior Director, North America O2C System & Process Integration Lead
Bayer AG
08.2019 - 04.2021
- In parallel to Global Business Process Owner (BPO) Order to Bill Crop Science accountabilities
- Led the largest acquisition integration in German corporate history, steering the full-scale Order-to-Cash (O2C) process integration of Monsanto into Bayer’s ERP landscape for US and Canada
- Managed a global cross-functional team of ~100 business experts and ~150 IT consultants across the U.S., Germany and India, managing a high double-digit budget and a smooth ERP migration
- Reduced process inefficiencies by 30% through automation and consolidation of diverse digital commerce solutions
- Oversaw design, build, testing, cut-over and go-live execution, ensuring seamless system transition and business continuity
- Navigated complex stakeholder landscapes, successfully harmonizing business processes amid cultural and operational differences in a post-merger environment
- Ensured project success during the COVID-19 pandemic, operating remotely from Germany while adapting to U.S
- Working hours for over 12 months
Director, Project Lead Integrated Services and Process Excellence O2C
Bayer AG
12.2014 - 12.2016
- In parallel to my Global Team lead accountabilities:
- Led a cross-functional team of 40 experts from eight key markets to implement best-in-class O2C frameworks, seamlessly integrating Commercial Agreements, Credit Management, Order Management, Invoicing, and Accounts Receivable
- Transformed global O2C operations, standardizing processes, driving efficiency, scalability, and digitalization
- Spearheaded a 40% reduction in manual workflows by optimizing SAP & satellite architecture and automation, significantly enhancing operational efficiency
- Established a global O2C governance framework, aligning Commercial, Finance, and Supply Chain functions to enhance efficiency, compliance, and strategic scalability
- Established KPIs and digital transformation benchmarks, enhancing customer experience and accelerating go-to-market execution
- Engineered risk mitigation strategies, ensuring process integrity and regulatory
- Cultivated a culture of excellence and knowledge-sharing, aligning global stakeholders for sustained performance improvements
Director, Global Team Lead Key Business Systems Order to Cash (IT Operations)
Bayer AG
05.2012 - 12.2016
- Led a global, multi-tier IT organization (4R-lines, 5F-lines), delivering high-impact IT services, driving business-aligned solutions and ensuring execution within scope, budget (€4Mio) and quality standards
- Directed a global IT transformation, streamlining service delivery models and offshoring strategies to enhance scalability, improving service levels and ensuring cost efficiency
- Established Centers of Excellence for Pricing, Transportation, and Delivery Management, driving innovation and operational excellence
- Directed the deployment of strategic IT initiatives, ensuring alignment with business objectives and global IT strategy
- Oversaw user-support satisfaction, managing escalations, service reports to ensure optimal service delivery
Head of Business Support
Bayer Crop Science Deutschland GmbH
05.2008 - 04.2012
- Developed a high-performing team of seven experts, managing a €2Mio budget and driving operational excellence and executed a customer-centric digital strategy, modernizing SAP and CRM platforms to enhance sales effectiveness
- Implemented a mobility strategy for sales representatives, enabling real-time access to customer data and improving field operations
- Ensured regulatory compliance and operational integrity, overseeing adherence to the Internal Control System (ICS), audit readiness and compliance requirements
- Key Initiatives & Achievements
- Led a strategic CRM upgrade (Siebel), modernizing customer engagement and sales processes
- Designed and deployed a mobility strategy, enabling iPad-based CRM functionalities for sales representatives, including concept development, rollout and training
- Developed a customer loyalty strategy for farmers, strengthening engagement and long-term business growth
Business Group Controller
Bayer Crop Science Deutschland GmbH
01.2002 - 04.2008
- Led the comprehensive financial controlling for Environmental Science (ES), overseeing budgeting, forecasting and financial performance analysis
- Defined and streamlined financial planning processes and deviation that supported revenue growth and enhanced decision-making to the ES management team
- Managed P&L, cost centers, inventories, receivables and margin analysis, driving profitability through integrated margin, customer margin and account planning
- Optimized pricing strategies by refining financial models for rebates, discounts, and COGS, enhancing profitability and cost efficiency
- Utilized CRM and business intelligence to drive sales force effectiveness, prioritizing high-value customers and demand forecasting for strategic growth
Education
Correspondence degree course - International Business
Europäische Fernhochschule Hamburg (Euro-FH)
Management Assistant in Informatics - undefined
Bayer AG
09.2000 - 1 2003
Skills
- Executive Leadership
- Strategic Vision
- Global Business Transformation
- Change Management
- Digitalization
- ERP
- IT Landscape Optimization
- S/4HANA
- ECC 60
- Salesforce
Leadership & Project Management, IT Competencies
Experienced Leadership Program (ELP) for Country Divisional Heads, Future Leader Development Center (FLDC), Leader Development Center (LDC), Learn to Lead I & II, Change Management & Conflict, PEP-Training: Project Fitness, PEP-Training: Change-Management, PLE Academy: Module 1-3: Leadership, S4H00: SAP S4HANA Overview, S4600: Business Processes in SAP S4HANA, Salesforce Service Cloud, SAP ECC 6.0, SAP S4HANA, CRM
Interests
Photography, Reading
Quality Time with my son Vincent
Timeline
Senior Director, Customer Service Operations Excellence Lead
Bayer AG
05.2022 - 12.2024
Senior Director, S4HANA Business Integration Lead
Bayer AG
05.2021 - 05.2022
Senior Director, North America O2C System & Process Integration Lead
Bayer AG
08.2019 - 04.2021
Director, Global Process Owner (GPO) Order to Bill
Bayer Business Services GmbH
01.2017 - 05.2022
Director, Project Lead Integrated Services and Process Excellence O2C
Bayer AG
12.2014 - 12.2016
Director, Global Team Lead Key Business Systems Order to Cash (IT Operations)
Bayer AG
05.2012 - 12.2016
Head of Business Support
Bayer Crop Science Deutschland GmbH
05.2008 - 04.2012
Business Group Controller
Bayer Crop Science Deutschland GmbH
01.2002 - 04.2008
Management Assistant in Informatics - undefined
Bayer AG
09.2000 - 1 2003
Correspondence degree course - International Business
Europäische Fernhochschule Hamburg (Euro-FH)
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