Hendrik Weber

Champs CX

• Member of the Advisory Board
• Chief Customer Officer

Oura Ring, Global Outsourcing

• Strategically steered the Customer Experience (CX) outsourcing team through the most significant product launch in the company's history
• Conducted a comprehensive analysis of existing outsourced operations, leading to a strategic resizing that aligned better with evolving business needs
• In a pivotal move, I led the selection and implementation of a new service provider, focusing on providing cost-effective English language support without compromising on quality
• Furthermore, my leadership extended to shaping the CX leadership team. I actively participated in selecting high-potential individuals, providing them with mentorship and guidance
• My focus was on fostering a culture of excellence and innovation, ensuring that the team was not only equipped to handle the immediate challenges of the product launch but also poised for future growth and success
• This hands-on leadership approach was instrumental in strengthening team dynamics and enhancing overall service delivery.

• Developed and executed sourcing and location strategies, resulting in improved operational efficiency and cost optimization (-35%)
• Oversaw operational performance of outsourced partners at a strategic level, ensuring adherence to quality (+25%) and productivity (+15%) standards and overall raising the bar for customer experience
• Provided coaching and development to key functions in the Partner Operations Team, driving world-class quality and productivity
• Managed partner contracts, conducted proper monitoring, and implemented necessary actions to maintain strong partnerships
• Led RFP processes, negotiated pricing agreements, and managed budgeting activities.

• Responsible for transforming arvato's global platform to drive consistency in global operations, performance management, WFM, training and quality
• Implement new technological and organizational solutions
• Identify geographical trends in CRM/BPO on a global scale and match with customer requirements
• Solution design and business transformation projects
• Responsibility of business development activities for global call center projects
• Facilitate global certifications in ISO27001 and PCI of arvato's global CRM network and support implementing ISMS.

• Global Call Center / Key Account Relationship Lead for Fortune 50 IT company and Fortune 100 eCommerce company
• 3,000 FTE, $100m revenue
• Solution design and business transformation projects
• Responsibility of business development activities for global call center projects
• Successfully managed global RFPs (China, EMEA, NA, LATAM)
• Implemented cost-saving measures through effective resource allocation and budget management.
• Strategic projects in developing Managed Services models for global call center projects and evaluating vested outsourcing model framework.

• Introduced COPC quality management framework and successfully certified first call center site in 2006
• Established Six Sigma training academy for own lines of business
• Kicked off development of Global Quality Management framework
• Introduced toolsets for agent performance management that COPC considered best in class
• Revenue responsibility for +900 FTE business equivalent to +26m € revenue/year across a Pan European site footprint plus India operations
• Responsible for setup of new arvato Call Center site in Estonia
• Supported business development activities in Canada, India and the US as well as in EMEA.
• Responsibility of business development activities in IT, Travel, Automotive and Internet industry for arvato's product line D26
• Successfully acquired new client from the travel industry, five year contract worth an excess of 150m €
• Driven CRM consulting projects for North American clients mainly from IT and Internet industry
• Consulting of arvato BMW account team in Beijing, China, in order to drive global best practice sharing and knowledge transfer
• Consulted Russian subsidiaries of North American software company with process mapping project
• Managed LATAM RFP processes with International/NA team

• Revenue responsibility for +500 FTE, equivalent to +17m €
• Responsible for setup of +120 FTE BPO business in Ireland
• Successfully transitioned +300 FTE business to LCLM locations in Poland and India
• Supported business development activities in Canada, India, China and the US as well as in EMEA.

• Responsibility for implementation of international, multi-lingual service center businesses or projects
• Managed first arvato international multi-site, multilingual virtual call center with hubs in Germany, France and the UK
• Successful cooperation with international arvato subsidiaries
• Project Control Customer Service front end Cost Center Responsibility
• Single Point of Contact for Customer
• Managed a business with more than 300 FTE.

• Successfully managed training content development, training delivery for international multilingual call center project
• Introduced formal quality management and coaching processes for staff development
• Cost Center Responsibility
• Single Point of Contact for Customer.

• Managed a team of five BPO agents
• Responsible for BPO Support Contract Processing
• Supported first Internet based customer service community forum for Microsoft Club Customers.