MAG. (FH) CHRISTIAN LÄMMERER
DIGITAL TRANSFORMATION & BIG DATA
07.07.1982 Ziegelhofstraße 112/11, 1220 Vienna +43 664 5401653 | chris [email protected] xing.com/profile/Chris an_Laemmerer | at.linkedin.com/in/laemmerer
PROFILE
The Digital Transforma on and Big Data are essen al drivers thoroughly shaping our economy. I am an experienced, mo vated and engaged manager who sets ac ve ac ons in those two areas. By combining my IT- competence with entrepreneurial knowledge I have developed par cularly strong skills for the age of digital transforma on. I use my ability to see the business poten al in modern technologies. Based on those poten als I develop and implement new products and services.
This special skill set is an important reason, which enabled me to get to this management level within the Styria Media Group. It is also this skill set, which I use to drive the digital transforma on within both companies I am responsible for. Big Data is an essen al part of digital transforma on. Within Styria Austria I’ve established the Big Data division for subscribers. Addi onally, I have pushed the refining process to convert our data into smart data products. I’ve placed these “smart data” products on the internal (within Styria) and external market.
Transforming our customer support centre is an essen al part in providing high quality services for our customers. During the previous years I have been able to drive the digital transforma on at our customer support centre. The undertaken efforts were awarded with the IDEA-Award and Styria Marke ng Services was honoured as “Digital Paragon”.
KEY MILESTONES
Area Project/Success
Big Data • Successful set-up of Big Data for B2C Data within our group (> 19 Mio. of customer data with > 15 Mio. orders und > 150 Mio. a ributes; establishing a central data pool with > 10 data sources) • Interlacing of online and offline data and enriching each database with > 30 a ributes to improve ad-/customer targe ng
Smart Data • Execu ng of more than 100 smart data-driven campaigns p.a. in less than two years (star ng from scratch) and > 6 millions of customer contacts p.a. • Placing smart data products for the first me on the external market
Styria Database First mul -company IT-project within Styria Media Group to succeed. Implemen ng a central B2C-CRM in budget.
Styria Marke ng Founding of Styria Marke ng Services within Styria Media Group, incl. establishing a Services company culture and merging different teams of several companies into Styria Marke ng Services
Customer Support • Increasing quality of service through increasing the service level by 30 % a er cu ng personnel by 15 % • Reducing costs of customer support by 1m EUR (cost base before: 3,6m EUR) • Successful implementa on of customer self-service tools with more than 20 % usage within one year • Increasing employee sa sfac on through introducing a training & mo va on programme
PERSONAL SUCCESSES
Honoured as „Digital Paragon“ at the IDEAward 2018 of Confare and Ernst & Young. You can find my official Blog-Post for this Award here (DE). The press release of Styria Media Group and an ar cle of „Computerwoche“ can be read using the following links: Pressemeldung Styria (DE) und Ar kel Computerwoche (DE).
Keynote Speaker at the INMA European News Media Conference 2017 Topic: „Styria Medias Approach To Data Driven Marke ng Pushing Subscriber Marke ng“. You can find the link to the conference here.
PROFESSIONAL EXPERIENCE
Styria Marke ng Services GmbH & Co KG Styria Call & Mail GmbH & Co KG Managing Director -> since 01.2017, Vienna/Graz Managing Director -> since 01.2017, Vienna/Graz General Manager -> 2012 – 2016, Vienna/Graz
KPIs and facts • Two companies • 9m EUR turnover • > 160 employees • 4 direct reports
Responsibili es • Big Data & Smart Data: o Successful implementa on of Big Data for B2C-customers for Styria Austria including formula ng a data strategy and using Data Science to make data-driven marke ng possible o Advancing the use of Big Data projects and Smart Data applica ons within Styria Media Group o Placing new products on the external market and thus genera ng new revenue • Finances & KPIs: o Crea ng and implemen ng a finance repor ng tool (including a comprehensive personnel repor ng for the newly founded company Styria Marke ng Services) o Establishing a non-financial KPI repor ng system for Styria Marke ng Services • IT & Digital Transforma on: o Driving the change from a solely personnel focused organisa on to a technology driven company o Digi za on of processes towards customers in the customer service department for the first me (i.e.: Self Service Apps) thus improving quality of service and availability of services (24/7) o Currently commencing further steps of the digital transforma on by tes ng Chat-Bots and projects with ar ficial intelligence • Human Resources: o Enforcing the change of the organisa on into a digital company (via training, cultural change, etc.) • Strategy: o Design and strategic realignment of both companies (Styria Marke ng Services and Call & Mail) through engaging the external market • Customer Support: o Discover and leverage synergies of a shared customer support centre o Establishing a con nuous and effec ve programme to improve processes and quality of service o Implemen ng a professional structure of team leaders o Improving employee sa sfac on and central quality KPIs through implemen ng a common change programme and crea ng an extensive training programme Styria Media Group AG Project Manager -> 2009 – 2012, Vienna/Graz
KPIs and facts • Managing the first project where several companies joined forces in order to succeed • 2 m EUR of project budget • Coordina on of 4 external partners and 6 departments • Managing the project for 4 years
Responsibili es • Styria Database o Managing and implemen ng the first groupwide CRM-project o Applying the B2C-CRM at 6 different departments o Centralizing customer acquisi on and customer support processes for the central CRM o Calcula on of a business case for the project and elec ng the provider o Evalua on of a legal framework o Founding a new company as a new service provider within the group o Coordina ng several internal & external providers • Call-Centre telephony o Selec on of the new Call-Centre telephony for our customer support o TCO-5 calcula on for the investment
„Die Presse“ Verlagsgesellscha mbH & Co KG Controller & Assistant to the Managing Director -> 2006 – 2009, Vienna
Projects as Assistant • Consolida on of office printer landscape o Evalua on of demand and adequate solu ons o Provider selec on • Blackberry Server o Implemen ng a Blackberry Servers for the management • Op mising processes in the Facility Management o Op mising and reducing complexity of processes in the Facility Management o Selec on of a new provider for office supplies
TRAINING & EDUCATION
Regular par cipa on in seminars and conferences i.e: conflict-management seminar, Customer Experience Forum, We are Developers Conference, etc.
Being Digital osb interna onal -> 2017 – 2018
Curriculum for execu ves with focus on digital transforma on. Goals: understanding the phenomena, being able to analyse it and coming up with ideas to shape one’s environment.
Styria Leadership Campus Accelor/Vienconsult -> 2013 - 2014 Execu ve training of Styria Media Group AG with focus on „self-management“, „leading individuals“, „high performance teams“, „managing the company“ and “labour law”
Essen als 10 osb interna onal -> 2007 - 2009
Styria high poten als curriculum of Styria Media Group with focus on „communica on/social competences“, „working in teams“, „basics of project-management“, „presenta on techniques “ und „basics of strategic management and change management“
Business Administra on and E-Business Management IMC Fachhochschule Krems -> 2002 – 2006
Degree: Magister (FH) (equivalent to Master)
The master thesis „Comparison of Basis of Assessment and Corporate Tax Laws – a Comparison with Slovenia, Check Republic, Slovakia and Hungary“ was published as a book.
ADDITIONAL INFORMATION
Languages • German: mother tongue • English: business fluent • Spanish: business fluent
Interests Spending me with my family is the ideal balance to my professional challenges. Different kinds of sports (running, biking, etc.) keep me physically fit. Not only in my professional area I care about learning. I realise the goal of con nuous learning by reading and staying on top of new technological developments (i.e.: Big Data, Internet of things, AI, etc.) through corresponding pla orms and respec vely through a ending conferences and seminars.