Marco Offermann
Head of Customer Management @Vattenfall
Signup · Get unlimited contacts
WORK HISTORY
Head of Customer Management @Vattenfall
Berlin, DE
Head of Customer Management with end-to-end responsibility for CRM, customer retention and value growth, covering both core energy and energy solutions businesses.Accountable for defining priorities and steering the CRM and customer lifecycle agenda, with a strong focus on churn reduction, loyalty, monetization and growth, while building and scaling new teams and capabilities in high-impact areas.Key responsibilities and impact:• Owned the company-wide CRM and customer lifecycle agenda, aligning marketing, sales and customer functions around retention, monetization and customer value• Drove churn reduction initiatives by steering a systematic shift from direct mail to mostly automated email-led lifecycle communication, significantly improving cost efficiency while maintaining conversion performance• Positioned energy solutions as a core growth pillar within the customer lifecycle, embedding lead generation and cross-sell mechanics into CRM and service interactions• Built and led a lead generation and cross-sell capability for energy solutions (e.g. heat pumps and photovoltaic systems), integrating CRM, marketing and sales to generate qualified demand and drive incremental revenue growth• Built and scaled a loyalty and monetization capability, including ownership of a customer-facing e-commerce platform for smart home solutions, positioning it as a strategic growth lever within the customer base• Owned the email channel end-to-end, including strategy, governance, prioritization and performance management• Led senior team members and cross-functional stakeholders in a complex matrix environment, with responsibility for budgets, priorities and strategic roadmaps
EDUCATION
Universität der Künste Berlin
Diplom-Kommunikationswirt
Harvard Business School
Business Administration (Executive Education)
SKILLS
ABOUT MARCO OFFERMANN
I am a senior marketing, sales, growth and customer leader with a strong track record in building, scaling and monetizing customer lifecycle systems in complex, multi-channel environments.Throughout my career, I have worked at the intersection of customer value, growth economics and scalable operating models – from early foundations in retention and loyalty at Bertelsmann, to data-driven acquisition marketing at Deutsche Post DHL, to senior leadership roles at PayPal and Vattenfall.My work combines a strong economic perspective on customers – acquisition, activation, engagement, cross-selling, retention, churn reduction and lifetime value – with a clear focus on scalability, cost efficiency and measurable business impact.I have built and scaled growth engines across multiple industries, including loyalty and monetization models, referral and lead generation systems, cross-sell organizations and large-scale lifecycle platforms.I thrive in roles where I can take end-to-end responsibility, align marketing, sales and customer functions, develop teams and translate strategy into sustainable growth.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.