Michael Otto

Background

About Michael Otto

Strategic Customer Service and After Sales Manager with 20+ years of experience driving operational excellence across complex, multi-channel service environments throughout Europe. Adept at leading regional and outsourced teams, optimizing end-to-end service delivery, and aligning customer experience (CX) strategies with commercial goals. Proven expertise managing diverse service functions including contact centers, repair networks, field support, and digital/web-based customer platforms. Strong leadership of both in-house teams (5–15 FTEs) and major outsourcing partners such as B2X GmbH, Accenture SA, Teleperformance SA and others. Deep understanding of cultural dynamics within EU markets and their impact on service perception, customer behavior, and satisfaction metrics. Extensive experience building and managing a pan-European service partner network with a focus on performance, quality, and compliance. Skilled in contract negotiations with executive stakeholders on both the supplier and sales sides, ensuring that after-sales services are effectively embedded into commercial agreements. Highly collaborative, with a strong track record of partnering cross-functionally with Sales, Marketing, and Product to enhance customer retention, elevate brand perception, and deliver measurable improvements in KPIs such as NPS, CSAT, and SLA adherence.