Customer Experience – Project Consultant – Public Speaker – Founder
Carsten has extensive international management career in business consulting, project leadership, customer experience, and change management in Europe, Latin-America, and South East Asia. He lived the last 7 years in Vietnam working for the consumer sector in E-commerce & Finance to simplify and excel value propositions, operational excellence & customer services.
He is an accomplished PMI certified project management trainer and an experienced speaker/event hosts for start-up, customer experience, and PMI conferences.
Areas of Expertise:
- E-commerce, Customer Experience & lifecycle management
- Business Transformation & Change Management consulting
- Portfolio, Program and Project management (PMI)
Founder, Customer Experience & Project Manager, Asia PMO (2018 – Present)
- Set-up, structure and lead the PMO, Process and CX teams for Fintech Start-up Vietnam
- Design E2E customer front-end and service parameters for international fashion retailer’s E-Commerce platform launch in SEA
- Implement and optimize the sales & customer experience for Solar Home Myanmar to reach off-grid customers effectively & connect to mobile money solutions
- Project Management and CX Trainings for various clients in Vietnam
Easy Credit Vietnam (2018)
- PMO & CX Lead to establish full PMO function with Project Portfolio & Program Management with full reporting of projects
- Portfolio analysis regarding strategy, objectives, and resources
- Established feasibility study approval cycle to optimize project ideas
Vice President Customer Experience (CX), Lazada Group (2016 – 2018)
Responsible for end to end Customer Experience in Lazada Vietnam with focus on product, delivery, communication and after sales service touchpoint analysis, optimization, and implementation.
At the same time interims Head of CS to align CS with Customer Experience in a KPI driven environment.
Servier Vietnam (2016)
- Workshop to map out all company projects and responsibilities to optimize project steering and management
- Project Management Training on staff and management level
Customer Experience/ Project Manager, Home Credit Vietnam (2013 – 2016)
- Country PMO for sales force optimization, operational improvement and
- Introduced and developed Project Portfolio Management to collect and steer all projects under PMO
Project Manager, Deloitte Consulting Germany (2008 – 2012)
- Global PMO Lead in Due Diligence projects with + 200 remote consultants
- Training & Change Management Project Lead in ERP projects
Asia PMO OKR Target Setting & Tracking
Lazada Vietnam (2016 – 2018)
- Participated in the change from KPI to OKR. Established OKRs for teams of 200 employees for CX / CS teams to track key results towards current company objectives.
- Tracking and managing of OKR on all levels from direct reports (managers and team leaders).
Easy Credit Vietnam (2018)
- Trained management on OKR methodology and SMART targets.
- Support executive level on department & project OKRs based on top 3 strategic objectives established.
- Responsible for PMO to get all projects and department actions / key results aligned and tracked.
Solar Home Myanmar (2018)
- Prepared quarterly review sessions for Solar Home PMO with company, department and personal OKR on Exco level
- Measure monthly & quarterly target achievement level and give feedback for supervisory board
- Performed new ideas collection and SWOT exercises on quarterly review to check if OKR is still reflecting company and/or market situation
OneLink / Zarla Myanmar (2019)
- Set-up and optimize company and team OKRs and action owner throughout the company
- Implement OKR review cycle, workshops and communication to align all staff on new methodology