Customer Experience & Operations — Europe (B2B)

Customer experience and operations inside one of Germany's most iconic global brands — 250 years of heritage, NYSE-listed since 2023, €1.5 billion in annual revenue, double-digit growth across all segments, backed by LVMH's L Catterton. Birkenstock calls itself "the oldest startup on earth." Interim engagement within the European B2B dealer ecosystem. Responsible for Austrian dealer accounts — order processing, complaints handling, credit notes, delivery management, and dealer support across European markets. Conducted desk research, semi-structured interviews with European dealers, and cross-functional workshops investigating the dealer experience. Surfaced opportunities to strengthen ordering, delivery, and after-sales touchpoints during a period of aggressive international expansion and post-IPO transformation. Coached junior colleagues on research methodology and stakeholder communication. Prototyped AI-augmented research workflows — structured interview analysis, dealer feedback synthesis — documenting concepts and use cases for future adoption. Experimental initiative ahead of organizational readiness. Working inside dealer operations daily during a phase of global growth gave me a frontline view of how a heritage brand at scale serves its partners — and where the next level of service excellence lives.