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Senior Business Consultant - strategy and business development (CX, Digital, eCommerce)
Thomas Neergaard Jacobsen
,
Gentofte, Denmark
Experience
Other titles
Skills
I'm offering
I help companies achieve sales growth and improved customer retention through customer first driven strategic and tactical projects.
Hire me when you need a Senior Consultant/Project Manager to help you improve your company's customer facing processes and services in certain touchpoints or across the customer journey. Tasks can range from customer lifecycle/journey analysis, strategy development to optimization and launch of operational sales and marketing processes, digital services and customer engagement activities across your online and offline channels.
Case examples as Project Manager and Senior Consultant:
- For Automotive company: Customer journey analysis, digital strategy and customer lifecycle (CLM) strategy that identified new revenue streams and increased customer loyalty through optimization of the customer experience at key touchpoints
- For Digital Service Provider in automotive aftermarket: Designed, executed and evaluated automated customer engagement and ecommerce flows across their digital and physical ecosystem
- For Marketing Agency: Go-to-market plan via direct and indirect sales channels
- For global Hearing Aid producer: Re-design of marketing operating model as part of digital transformation (governance, functions, processes, partners)
Hire me when you need a Senior Consultant/Project Manager to help you improve your company's customer facing processes and services in certain touchpoints or across the customer journey. Tasks can range from customer lifecycle/journey analysis, strategy development to optimization and launch of operational sales and marketing processes, digital services and customer engagement activities across your online and offline channels.
Case examples as Project Manager and Senior Consultant:
- For Automotive company: Customer journey analysis, digital strategy and customer lifecycle (CLM) strategy that identified new revenue streams and increased customer loyalty through optimization of the customer experience at key touchpoints
- For Digital Service Provider in automotive aftermarket: Designed, executed and evaluated automated customer engagement and ecommerce flows across their digital and physical ecosystem
- For Marketing Agency: Go-to-market plan via direct and indirect sales channels
- For global Hearing Aid producer: Re-design of marketing operating model as part of digital transformation (governance, functions, processes, partners)
Markets
United States
United Kingdom
Rest of Euro area
Denmark
Norway
United Arab Emirates
Singapore
Australia
Links for more
Once you have created a company account and a job, you can access the profiles links.
Industries
Language
Danish
Fluently
German
Good
English
Fluently
Norwegian
Good
Swedish
Good
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2024 - ?
freelance
Independent Management Consultant
TNJ Holding Co ApS.
Management Consulting, Innovation Management, Marketing Management, Relationship Management, Business Process Management, Stakeholder Management, Customer experience, Mapping of the customer, Customer Activation Service SaaS, CRM strategy, CRM Consulting, Marketing Automation, Marketing management, Strategic Marketing
2023 - 2024
job
Country Lead
Ipsos Strategy3.
Spearheading a local "start-up venture" in Denmark within this global consulting and market research enterprise, securing two strategic target client wins within the first 6 months. This has been achieved through close collaboration with the local leadership and service lines, and with coordinated delivery by Strategy3 experts located across Europe. Client engagements include: Carlsberg, LEGO, Novozymes
Innovation, Portfolio Management, Brand management, Customer Analysis, Customer experience
2023 - 2023
project
Early Stage Innovation Process Framework
Ipsos Strategy3.
The project analysed gaps in current innovation process and defined a new framework and platform to facilitate an insights driven and collaborative process for transformative ideation
Innovation
2020 - 2023
job
Practice Lead
Frog Customer First - part of Capgemini Invent.
Building and managing a newly established Customer First practice including capabilities within CX Design (frog Design), Marketing & Brand, Customer Transformation and Data driven CX. Tasks included staffing, recruitment, sales activities & pipeline management, client relationship and engagement management. Client engagements included: Semler (VW importer), Nuuday, Coloplast, Atos Medical
CRM strategy, CRM implementation, Digital Strategy
2022 - 2022
project
Strategic Capability & Value Realisation Assessment
Frog Customer First - part of Capgemini Invent.
Based on interviews and input from the organisation, an analysis was performed of current vs. required level of maturity/performance followed by a business value case and recommended priorities in strategic capability areas across the automotive aftermarket
Business strategy, Digital Strategy
2021 - 2022
project
Product Simplification
Frog Customer First - part of Capgemini Invent.
Based on data from BI and input from the commercial organisation, a commercial impact analysis was performed of current vs. new product portfolio measured on customer churn risk and revenue. Based on this model, the optimal customer/product mix was simulated and a migration plan was developed, pilot tested and implemented as part of large business transformation program
Portfolio Management, Business Intelligence, Business Analysis
2020 - 2021
project
Patient Centric driven Salesforce implementation
Frog Customer First - part of Capgemini Invent.
As part of a business transformation program the client wanted to define and implement a new CRM platform to support and automate new patient centric processes along the patient journey and other HCP related activities. The Salesforce project defined a global template based on best practice processes and automation features, and the project managed to roll out the platform across 15+ markets who adopted new ways of working within 12 months
CRM Consulting, CRM implementation, Salesforce marketing cloud
2015 - 2020
job
Co-Founder
MiCAR.
Start-up including everything from business ideation, product development, B2B sales and marketing, setting up and executing automated customer engagement flows, content and A/B split testing, e-commerce optimization etc.
Digital Marketing, Marketing Automation, Strategy and business development, B2B Sales, Customer experience, Customer relations
2015 - 2017
job
Chief Commercial Officer
Atcore.
Medlem af ledergruppen, ansvarlig for salg, marketing og forretningsudvikling
Business development, B2B Sales, Digital Marketing, Digital strategy
2016 - 2016
project
Digital Patient Insight Analysis
Atcore.
The project included an online survey of the patient customer journey, needs and behaviour across channels with a special focus on digital behaviour and needs. The analysis combined the survey insights with a keyword analysis to uncover competition and opportunities. The project was conducted in parallel with a patient journey analysis in collaboration with an experience design agency
Digital Marketing, Market and customer analyzes
2015 - 2016
job
Group Account Director, Digital & Customer Experience
Kunde & Co..
Medlem af partnergruppen, ansvarlig for den digitale afdeling med 25 medarbejdere (konsulenter, analytikere, projektledere, udviklere)
Digital Strategy, Mapping of the customer, Digital Marketing, Data Analysis, Content marketing, Marketing Automation
2010 - 2014
job
Senior Manager & Practice Lead, Customer & Markets
Accenture Management Consulting.
Medlem af ledergruppen i DK og nordiske lederteam, Customer & Markets. Executive konsulent & kundeansvarlig.
Business strategy, Mapping of the customer, Customer experience, B2B Sales, Ecommerce
2012 - 2012
project
Digital Maturity Analysis & Strategy Framework
Accenture Management Consulting.
The project performed a Digital capability maturity analysis across the customer lifecycle and across the different channels and geographic markets. Based on the analysis, the opportunities were prioritised, initiatives were developed and placed into a phased roadmap taking the local market readiness into account. Governance guiding principles and a new Digital Operating Model was defined in a cross-functional collaboration effort.
Digital Strategy, Strategy and business development, Business Change Management
2011 - 2011
project
Customer Lifecycle Analysis & Strategy
Accenture Management Consulting.
The project performed a maturity analysis of the customer centricity capability across the customer journey and identified areas for action at critical touchpoints. The analysis was multi-tracked and resulted in a strategic roadmap of prioritised initiatives/projects across business and IT functions.
Customer experience, Strategy and business development
1997 - 2004
job
Management Consultant & Nordic Lead, CRM Strategy
IBM Consulting Group.
Offering lead, executive consultant & engagement lead
CRM, Strategy, Customer experience, Customer Service Management, User journey, Mapping of the customer, Customer relations, Market and customer analyzes, Digital strategy, Value proposition design, Core Values and Branding, Optimization and development of processes
My education
2016
IMD
Test Class, Digital Transformation Strategy
Test Class, Digital Transformation Strategy
1990
-
1993
Aarhus Universitet, School of Business and Social Sciences
Cand.merc. (M.Sc. Business Adminstration), Strategy & International Marketing
Cand.merc. (M.Sc. Business Adminstration), Strategy & International Marketing
1987
-
1990
Aarhus Universitet, School of Business and Social Sciences
HA (B.Sc. Business Economics & Adminstration), Erhvervsøkonomi & Marketing
HA (B.Sc. Business Economics & Adminstration), Erhvervsøkonomi & Marketing
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