Nicola Doersam (born in 1964) is an experienced Programme Manager focusing on Process and Quality Management, as well as Change Management and Organisational Development, within the Service Industry.

Following an apprenticeship in the Service Industry Nicola Doersam worked for more than 15 years at Lufthansa German Airlines Group, the majority of which was in management positions. Nicola Doersam’s professional experience also encompasses posts at one of the largest, independent German customer contact centre service providers (SNT Deutschland AG) as Director Corporate Quality Management as well as Director Customer Experience at the European Headquarters of Ebay Inc.
In 2007 Nicola Doersam relocated to Dubai in the United Arab Emirates and started her own business as a Management Consultant and established ‘Experience Consulting’.
Nicola Doersam is a certified personal coach (University of Applied Sciences, Hamburg), lives in Dubai, is married and keeps herself fit by playing polo and jogging.
 

Main focus:

Process and Quality Management
Implementation of Corporate Workflow Management System, Design of Quality Standards, Implementation of Quality Assurance and Quality Measurement Methods, Development of Certification Models for Customer Contact Centre, Implementation of ‘Lean6Sigma’ Methodology.
References:

• SNT Deutschland AG
• Ebay Inc.
• Thomas Cook AG

Programme and Project Management
Deployment of CRM Software, Design of a Project Management Office, Organisational Design and Management of Training and Qualification Academy, Implementation of Multidimensional and Cross Functional Customer Experience Structures.
References:

• Ebay Inc.
• GfR mbH
• SNT Akademie

Change Management and Organisational Development
Change Management Concepts and Management of Multidimensional Customer Care Projects, Outsourcing Models, Design and Execution of Qualification Analysis, Design of Training Concepts (“blended learning”, e-learning).
References:

• Lufthansa AG
• SNT Akademie
• Ebay Inc.

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Ebay Inc.

• Deployment Management of a global CRM Software across all European Units, including adjustment of organisational structures and training
• Design and Implementation of a Customer Contact Centre Strategy, including Cross Functional Change Management
• Design of a European Project Management Office
• Mentoring of Executive Management Team Members as well as coaching of line functional Teams
• Interim Management with line responsibility for 40 team members

Lufthansa AG

• Overall responsibility for German Customer Contact Centre with 370 employees
• Design of outsourcing strategies and models
• Conceptual design and support of cost management projects
• Support of yield management improvement programmes
• Support of Sales Support Projects within “Star Alliance”

SNT AG

• Leadership responsibility for 85 Quality Management employees
• Implementation of a Workflow Management System
• Conceptual design and implementation of Quality Assurance and Quality Measurement principles

Thomas Cook AG

• Site Analysis and development of Customer Contact Centre Organisation
• Design of Quality Standards

SNT Akademie 

• Formation and Management of a Training and Qualification Academy aiming at the systemic internal qualification of employees across eight locations
• Design and execution of training needs analysis, conceptual design and implementation of Knowledge Management Base and e-learning concepts

Lufthansa School of Business

• Design and delivery of new seminars and training concepts in the area of Sales Support

GfR – Gesellschaft fuer Reisevertriebssysteme mbH

• Executive Management of B2B and B2C division with leadership responsibility for 145 employees
• Conceptual design and implementation of a Multi Channel Sales Strategy
• Implementation of turnover dependent compensation system for Customer Contact Centre employee

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