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Mag. (Fh) Christian Lämmerer MAG. (FH) CHRISTIAN LÄMMERER DIGITAL TRANSFORMATION & BIG DATA 07.07.1982 Ziegelhofstraße 112/11, 1220 Vienna +43 664 5401653 | [email protected] xing.com/profile/ChrisAan_Laemmerer | at.linkedin.com/in/laemmerer PROFILE The Digital Transformaon and Big Data are essenAal drivers thoroughly shaping our economy. I am an experienced, mo/vated and engaged manager who sets acAve acAons in those two areas. By combining my IT- competence with entrepreneurial knowledge I have developed parAcularly strong skills for the age of digital transformaAon. I use my ability to see the business potenAal in modern technologies. Based on those potenAals 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 essenAal part of digital transformaAon. Within Styria Austria I’ve established the Big Data division for subscribers. AddiAonally, 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 essenAal part in providing high quality services for our customers. During the previous years I have been able to drive the digital transformaAon at our customer support centre. The undertaken efforts were awarded with the IDEA-Award and Styria MarkeAng 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. alributes; establishing a central data pool with > 10 data sources) • Interlacing of online and offline data and enriching each database with > 30 alributes to improve ad-/customer targeAng Smart Data • ExecuAng of more than 100 smart data-driven campaigns p.a. in less than two years (starAng from scratch) and > 6 millions of customer contacts p.a. • Placing smart data products for the first Ame on the external market Styria Database First mulA-company IT-project within Styria Media Group to succeed. ImplemenAng a central B2C-CRM in budget. Styria MarkeAng Founding of Styria MarkeAng Services within Styria Media Group, incl. establishing a Services company culture and merging different teams of several companies into Styria MarkeAng Services Customer Support • Increasing quality of service through increasing the service level by 30 % aser cung personnel by 15 % • Reducing costs of customer support by 1m EuR (cost base before: 3,6m EuR) • Successful implementaAon of customer self-service tools with more than 20 % usage within one year • Increasing employee saAsfacAon through introducing a training & moAvaAon programme PERSONAL SUCCESSES b 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 arAcle of „Computerwoche“ can be read using the following links: Pressemeldung Styria (DE) und Arkel Computerwoche (DE). Keynote Speaker at the INMA European News Media Conference 2017 Topic: „Styria Medias Approach To Data Driven MarkeAng Pushing Subscriber MarkeAng“. 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 implementaAon of Big Data for B2C-customers for Styria Austria including formulaAng a data strategy and using Data Science to make data-driven markeAng possible o Advancing the use of Big Data projects and Smart Data applicaAons within Styria Media Group o Placing new products on the external market and thus generaAng new revenue • Finances & KPIs: o CreaAng and implemenAng a finance reporAng tool (including a comprehensive personnel reporAng for the newly founded company Styria MarkeAng Services) o Establishing a non-financial KPI reporAng system for Styria MarkeAng Services • IT & Digital TransformaAon: o Driving the change from a solely personnel focused organisaAon to a technology driven company o DigiAzaAon of processes towards customers in the customer service department for the first Ame (i.e.: Self Service Apps) thus improving quality of service and availability of services (24/7) o Currently commencing further steps of the digital transformaAon by tesAng Chat-Bots and projects with arAficial intelligence • Human Resources: o Enforcing the change of the organisaAon into a digital company (via training, cultural change, etc.) • Strategy: o Design and strategic realignment of both companies (Styria MarkeAng 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 conAnuous and effecAve programme to improve processes and quality of service o ImplemenAng a professional structure of team leaders o Improving employee saAsfacAon and central quality KPIs through implemenAng a common change programme and creaAng 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 • CoordinaAon of 4 external partners and 6 departments • Managing the project for 4 years Responsibili/es • Styria Database o Managing and implemenAng the first groupwide CRM-project o Applying the B2C-CRM at 6 different departments o Centralizing customer acquisiAon and customer support processes for the central CRM o CalculaAon of a business case for the project and elecAng the provider o EvaluaAon of a legal framework o Founding a new company as a new service provider within the group o CoordinaAng several internal & external providers • Call-Centre telephony o SelecAon of the new Call-Centre telephony for our customer support o TCO-5 calculaAon for the investment „Die Presse“ Verlagsgesellscha mbH & Co KG Controller & Assistant to the Managing Director -> 2006 – 2009, Vienna Projects as Assistant • ConsolidaAon of office printer landscape o EvaluaAon of demand and adequate soluAons o Provider selecon • Blackberry Server o ImplemenAng a Blackberry Servers for the management • OpAmising processes in the Facility Management o OpAmising and reducing complexity of processes in the Facility Management o SelecAon 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 internaAonal -> 2017 – 2018 Curriculum for execuAves with focus on digital transformaAon. 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 ExecuAve 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 internaAonal -> 2007 - 2009 Styria high potenAals curriculum of Styria Media Group with focus on „communicaAon/social competences“, „working in teams“, „basics of project-management“, „presentaAon 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 Ame 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 conAnuous 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 respecAvely through alending conferences and seminars. .
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