Tina Bloth

• Product Owner of "Customer Dialogue", an agent dashboard and platform with a 360° customer view across all data and planned and carried out activities

• full responsibility to scale, optimise, and further develop cross-channel, digital and data-driven user and customer experiences by initiating, designing, prioritising, testing, piloting, training, and rolling out omnichannel innovations, report on feature performance and manage feedback

• independently researching customer needs, market trends and competitor offerings as a basis for product and process decisions

• initiate, manage, and implement large-scale global customer dialogue platform projects across all markets

• consult, lead, and transfer market-specific features to global markets

• independently develop and implement market-specific features for ltur, TUI Austria and Germany taking into account market-specific requirements and existing customer dialogue platform versions (14 versions)

• responsible for the TUI Austria and ltur sales markets, shared responsibility for the DE, TUI UK and TCO market

• ensure user and customer orientation and increasing efficiency through close exchange with sales partners, CX, UX/UI Teams and shadowing

• ensure knowledge transfer across all markets and divisions

• responsibility to manage internal and external service providers (e.g. technology, design, business) and proactive stakeholder management

• maintain Kudi platform and ensure global backlog and bug handling across all markets

Main Projects

• full responsibility for implementation of customer dialogue in ltur sales (DE, AT, CH, FR, TUI Mein Shop, online-units), taking into account market-specific requirements e.g. channel, currency, language, and design

• lead and collaborate major projects such as the appointment tool, omnichannel booking, WhatsApp, ancillary push, design and accessibility, multi-signature process, and video consulting

• develop and implement the appointment tool as a modular feature in TUI UK

• collaborate in global C4C in international project team

• full ownership for design, development and coordination of customer and user-oriented optimised sales processes in close cooperation with central and decentralised departments

• collaborated in projects relating to sales-related, legal, and security-related requirements

• supported and consulted departments in the operational implementation of process-related projects

• initiated interface management with all relevant stakeholders

Main Projects

• end-to-end responsibility for development and implementation of the first digital online sales process on the customer dialogue platform

• initiated implementation of information-based selling to ensure digitalisation and optimisation of customer-centric processes in cooperation with quality management

• responsibility for implementation of ‘Big Picture’ group strategy in own retail

• collaborated in the implementation of permission processes

• analysis and recommendation for successful change management

• full responsibility to adapt and develop customer-centric quality and sales standards due to new processes and systems

• led implementation and KPI-based evaluation and monitoring of quality assurance measures e.g. customer feedback and mystery shopping

• independently designed, planned, and facilitated regular quality circles with all retail-related stakeholders to drive improvements and innovations

• independently communicated via various channels and integrated standards into training formats in coordination with HR

• coordinated and ensured quality measures in cooperation with tour operator customer service and TUI Franchise

Main Projects

• independently revised all existing retail quality standards in cooperation with retail-related stakeholders

• led and managed implementation of quality standards across all new airport sales units

• ensured the use of inspiration techniques in sales process

Quality Management

• end-to-end responsibility to develop and manage quality assurance and tools and supported certification processes

• independently ensured KPI-driven performance review and optimise ongoing concepts and measures

• initiated, designed, implemented, and facilitated quality circles in cooperation with sales-related stakeholders

• integrated sales-related quality standards into HR development measures

HR Learning and Development

• full ownership for talent and leadership development programme

• full responsibility to recruit, integrate, and manage larger multiplier groups such as team coaches

• planned, designed, and implemented HR learning and development measures including budget planning and internal and external trainer management

• independently developed, implemented, and evaluated diagnostic procedures e.g. interviews, assessment centers, management audits, Predictive Index

Business Management Coaching

• full responsibility for business consulting and controlling targets related to the current sales focus

• initiated and sustained marketing activities in cooperation with franchise partners

• independently conducted budgets and targets with franchise partners

• analysis and evaluation of market, area, and location data

Quality Management

• developed, implemented, and communicated quality and sales standards together with sales-related stakeholders

• independently implemented, managed, and ensured KPI-driven evaluation of mystery shopping activities

• implemented an online customer feedback platform in collaboration with CRM

• trained and mentored quality agents

• teamleader banquet and sales (4 team members)
• Banquet and Sales: full responsibility for all aspects of acquisition, quotation preparation, contract processing, event organisation, on-site customer service, new customer acquisition, price agreements, and reports, forecasts, and budgets.
• Marketing: independently conducted market and competition analyses, planned and launched targeted marketing measures, and developed a customer loyalty programme.
• Academy: designed and managed the seminar programme from start to finish, recruited participants, provided them with professional support, and managed the team of trainers.