KIC
KIN
GER
I'M
MICHAEL
KICKINGER.
PASSIONATE
FOR EXCELLENT COMPANY, CUSTOMER and EMPLOYEE SOLUTIONS
01 PROFESSIONAL
MY KNOWLEDGE & SKILL LEVELS
LEADERSHIP
90%
STRATEGIC PLANNING
90%
CUSTOMER EXPERIENCE
95%
CUSTOMER SERVICE
95%
SALES
80%
CRM
95%
SUSTAINABILITY
80%
02 PORTFOLIO
03 Experience
2020-2021
Director IT, Partner & Customer Service
RINGANA Gmbh
Establish and develop the IT and service departments at Austria's most innovative manufacturer of sustainable cosmetic products and nutritional supplements.
2021-2022
Business Consultant
kiccom.at
Consulting projects for large corporations and medium-sized companies in the areas of strategy consulting, customer relationship management, process & project management and organizational development.
2018-2020
Senior Vice President Customer Relations
Magenta Telekom
Responsible for service and sales targets + 550 employees. Merger of T-Mobile and UPC customer relations as part of Magenta merger project. Implementation of synergy potentials via digitalization of services, AI solutions and WhatsApp as a service channel. Planning and implementation of customer experience concepts. Optimization of outsourcing partners.
2015-2018
Vice President Customer Service
T-Mobile Austria
Responsible for service and sales targets + 220 employees. Development of a new service strategy as a differentiator in the telco industry. Innovative self-service solutions (chat, community) as part of an AI customer service platform (TINKA) and In-App Messaging solution. Implementation of a cloud-based CRM solution (Salesforce), an agile service organization and new mobile working concepts.
2008-2015
Country Manager Austria
UniCredit Direct Services
Successful performance of services and sales tasks for Hypovereinsbank in Germany and Bank Austria in Austria +200 employees. Implementation of direct sales strategies. Responsible for strategic and operational decisions in Austria. Development of a new performance measurement system.
2003-2008
Competence Manager Consumer & Head of Customer Care
ONE GmbH
Implementation of sales, contact and service strategies + 260 employees. Ensuring high-quality customer experience processes. Conception and development of a Balanced Scorecard system for the measurement of relevant goals and KPIs.
2001-2003
Head of Customer Relations & Complaints
Austrian Airlines
Complaints management +23 employees. Merger of 3 departments (Austrian, Lauda & Tyrolean Airlines). Development of automated feedback solution system & innovative incentive systems (CairVoucher) for ad hoc solutions.
1996-2001
Head of Loyalty Programs & Care, Marketing Executive, Trainee
Lauda Air Luftfahrt AG
Responsible for Frequent Flyer programs, complaints, customer surveys & market research +17 employees. Development of a call center hotline & reservation system & complaints management system. Conceptual customer database design.
1989-1996
Master Study
Economics & Business Adminstration
WU Wien
Special areas of expertise - Logistics & Transportation
Leadership Management
KIC
KIN
GER
CONTACT
Mag. Michael Kickinger
Albrechtstrasse 83-85
3400 Klosterneuburg
AUSTRIA
Tel: ++43 676 7878788