I'M

MICHAEL

KICKINGER.

PASSIONATE MANAGER FOR EXCELLENT COMPANY, CUSTOMER and EMPLOYEE SOLUTIONS

01 PROFESSIONAL

MY KNOWLEDGE & SKILL LEVELS

LEADERSHIP

90%

STRATEGIC PLANNING

80%

CUSTOMER EXPERIENCE

95%

CUSTOMER SERVICE

95%

SALES

80%

CRM

85%

SUSTAINABILITY

80%

 

02 PORTFOLIO

1/1

03 Experience

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 & Tranportation

Leadership Management

 
 
 

KIC

KIN

GER

CONTACT

Mag. Michael Kickinger
 

Albrechtstrasse 83-85

3400 Klosterneuburg

AUSTRIA

michael.kickinger@gmail.com

Tel: ++43 676 7878788

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