About
Dynamic Financial & Operations Strategist who transforms challenges into opportunities, with a distinctive ability to blend analytical rigor with customer obsession. Over 15 years of experience spanning luxury hospitality management - where extensive leadership in hotel operations, sales strategy, and guest satisfaction culminated in achieving exceptional occupancy rates and establishing award-winning service standards across multiple five-star properties - to Amazon's fast-paced e-commerce ecosystem focused on selling partner relationship management, and currently at Beazley Insurance, where expertise in financial analysis, accounts receivable optimization, and cross-departmental collaboration drives significant improvements in cash flow management and debt reduction within the specialty insurance sector.
Specializes in building high-performing teams, optimizing complex processes, and creating scalable solutions that drive both customer delight and bottom-line impact. Throughout hospitality roles, developed comprehensive operational frameworks and training programs that elevated service quality while managing P&L responsibilities and stakeholder relationships. At Amazon, honed skills in strategic account management and process improvement methodologies. Currently at Beazley Insurance, applies this diverse background to enhance financial operations through systematic cash allocation processes, proactive debt management strategies, and collaborative stakeholder engagement that strengthens both internal efficiency and external broker relationships.
Known for exceptional stakeholder management, strategic thinking, and the ability to identify and implement improvements that benefit entire organizations. Demonstrates consistent capability to adapt leadership and analytical skills across hospitality, technology, and financial services sectors while maintaining focus on customer-centric solutions and operational excellence.
Work
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Summary
Currently contributing to the financial division of a leading specialist insurance business with global operations.
Highlights
Successfully reduced historical unallocated cash balances by more than 50% through systematic investigation and resolution processes.
Delivered substantial aged debt reduction by over 69% through proactive stakeholder engagement and collaborative problem-solving with internal teams and external brokers.
Achieved exceptional cash allocation efficiency by consistently allocating over 95% of current cash receipts within the month received.
Enhanced operational efficiency by implementing comprehensive cash investigation protocols.
Strengthened cross-departmental relationships through regular stakeholder meetings and effective communication with underwriting teams, improving overall process efficiency and internal collaboration.
Commitment to professional development through specialized insurance training programs and mentorship initiatives focused on career advancement and process automation projects.
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Summary
Manages strategic relationships with key selling partners to drive growth and satisfaction within Amazon's ecosystem.
Highlights
Managed a portfolio of 26 Selling Partner Accounts, generating a total Gross Merchandise Sales (GMS) of 22M Euro annually.
Streamlined issue resolution by serving as an escalation path for complex Selling Partner Support (SPS) issues, ensuring timely and effective resolutions.
Achieved an 86% Seller Satisfaction rate through proactive relationship management and problem-solving.
Improved Seller Satisfaction by 45% by transitioning from a Case-by-Case Support Model to a more comprehensive Seller Relationship Support Model, enhancing overall support efficiency and partner experience.
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Summary
Provided dedicated support to high-value selling partners, ensuring their success and satisfaction on the Amazon platform.
Highlights
Supported Premium Selling Partners generating over 500K Euro in Gross Merchandise Sales (GMS) annually, fostering strong client relationships.
Acted as a critical escalation point for complex issues, significantly improving resolution times by implementing a Case-by-Case Support Model.
Increased Seller Satisfaction by 23% by offering a dedicated escalation path for high-priority concerns, enhancing partner trust and efficiency.
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Summary
Provided direct support to Amazon Selling Partners, resolving diverse issues related to products, payments, and Seller Central operations.
Highlights
Assisted Selling Partners in resolving product, payment, and Seller Central issues, ensuring smooth business operations.
Escalated critical PPU issues to management, contributing to the successful creation of new Standard Operating Procedures (SOPs) in December 2020.
Identified recurring seller concerns and collaborated with ACES teams to propose and implement effective solutions, driving continuous improvement.
Amazon Spain Service S.L.
|Subject Matter Expert for the Learning Experience Design Team (Lighthouse Project)
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Summary
Contributed to the design and improvement of learning experiences, focusing on content development and training optimization for Amazon's internal teams.
Highlights
Maintained and updated 11 JIRAs and created 15 new JIRAs for New Hire (NH) training and FBA & IIDP Upskills, emphasizing microlearning concepts.
Led video production initiatives for chat contact training, integrating multimedia content into NH training modules.
Analyzed training duration reports for pilot classes on Lighthouse (FBA Upskill), providing data-driven insights for program optimization.
Conducted focus groups with trainees to gather feedback, identifying key areas for training improvement and new opportunities.
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Summary
Oversaw reception, housekeeping, sales, and marketing operations for a historic 33-room accommodation, driving quality improvements and business growth.
Highlights
Managed and continuously improved quality standards across Reception and Housekeeping departments.
Developed and implemented standard operating procedures for reception desk and housekeeping, enhancing operational efficiency.
Recruited and onboarded high-potential candidates for hotel launch, providing comprehensive first-time and ongoing training.
Conducted in-depth analysis of existing sales channels and designed a new sales & marketing plan, contributing to an overall yearly occupancy of 93% over 5 years.
Established a guest satisfaction strategy aligned with business needs, consistently reviewing metrics and survey results to implement customer feedback.
Achieved high guest satisfaction ratings: 4.5 out of 5 on Google (>1600 reviews) and 8.8 out of 10 on Booking.com (>500 reviews).
Coordinated complete group reservation processes, from initial contact to final invoicing, ensuring seamless execution and quality control.
Led weekly stakeholder meetings to review sales performance, guest satisfaction, and feedback, implementing data-driven decisions.
Reported directly to the Owner Family and Representatives of the Order of Saint Francis.
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Summary
Managed all aspects of operations for a five-star hotel, including sales, marketing, finance, and human resources, driving significant business growth.
Highlights
Analyzed existing sales channels and designed/implemented a new sales & marketing plan, increasing overall yearly occupancy to 83% within 4 years.
Recruited top talent to elevate service standards and enhance customer satisfaction.
Prepared comprehensive financial reports and P&L statements, providing critical insights for strategic decision-making.
Chaired weekly stakeholder meetings to discuss business development and monthly extended meetings with owner family for strategic direction.
Reported directly to the Owner Family.
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Summary
Managed front office operations, focusing on establishing and improving standard procedures and staff training.
Highlights
Established, implemented, and continuously improved standard operating procedures for the reception desk.
Hired high-potential candidates and provided onboarding and ongoing training to support hotel launch and maintain service quality.
Reported to the Hotel General Manager.
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Summary
Handled guest services, reservations, and check-ins for a countryside hotel, enhancing customer engagement.
Highlights
Managed customer service, reservation, and modification processes, including guest check-in and activity recommendations.
Led the 'Daily Guest News' project, providing guests with information and recommendations, improving customer engagement and satisfaction by 15%.
Reported to the Director of Rooms & Guest Relation.
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Summary
Established and managed VIP guest relations and butler services for a five-star hotel, ensuring exceptional service quality.
Highlights
Established standard operating procedures for the new department, consistently reviewing and improving service quality.
Recruited top-tier candidates and implemented training programs for new hires and ongoing staff development to ensure guest satisfaction.
Reported to the Director Guest Relation.
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Summary
Managed accounts receivable functions for a five-star hotel, ensuring financial accuracy and timely payment processing.
Highlights
Conducted daily audits of revenues from Front Desk, Restaurants, Bars, and Events, ensuring accuracy and completeness.
Managed invoice creation and distribution for events, groups, and direct bill customers, including sending payment reminders and tracking.
Tracked advanced and direct payments from customers and credit card companies, resolving payment appeals.
Maintained all necessary income reports and journals to support monthly reporting by the Controller.
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Summary
Coordinated corporate social responsibility initiatives, focusing on training, community engagement, and social events.
Highlights
Delivered 'Yes, I can' company philosophy training to over 700 new hires, fostering a positive and proactive work culture.
Developed and led monthly brainstorming workshops with employees to integrate responsible business practices into local community initiatives.
Chaired quarterly stakeholder meetings to evaluate brainstorming inputs, review status, and report results of all responsible business initiatives.
Led the implementation of responsible business workshop inputs from concept to execution.
Successfully implemented the most impactful yearly social event, collecting over 1500 Christmas presents for children in developing countries.
Reported to the EMEA Director Responsible Business.
Languages
German
Native
Spanish
Fluent
English
Fluent
Skills
Customer Obsession
Customer Relations, Client Management, Service Excellence.
Ownership
Accountability, Initiative, Problem Solving.
Leadership
Team Leadership, Strategic Planning, Mentorship, Decision Making.
Teamwork
Collaboration, Cross-functional Teams, Interpersonal Skills.
Process Improvement
Operational Efficiency, SOP Development, Workflow Optimization.
Problem Solving
Root Cause Analysis, Conflict Resolution, Critical Thinking.
Communication
Stakeholder Management, Presentation Skills, Reporting.
Financial Analysis
P&L Management, Revenue Audits, Accounts Receivable.
Sales & Marketing Strategy
Market Analysis, Business Development, Client Acquisition.
Training & Development
Curriculum Development, Employee Onboarding, Performance Coaching.
Project Coordination
Project Management, Task Prioritization, Resource Allocation.
Data Analysis
Metrics Tracking, Reporting, Feedback Analysis.
Customer Relationship Management (CRM)
Client Retention, Relationship Building, Support Models.
Time Management
Prioritization, Organization, Efficiency.
Multitasking
Adaptability, Task Management, Dynamic Environments.
Flexibility
Adaptability, Change Management.
Empathy
Active Listening, Customer Understanding.
Patience
Conflict Resolution, Customer Support.
Independent Work
Self-management, Autonomy.
Positive Attitude
Motivation, Team Morale.
References
Patrick Kratzke, SPS Supervisor DE
Christoph's superpower is his passion for the job and the tasks he is working on. He is clearly exceeding expectations when it comes to demonstrating ownership and customer obsession as he is constantly willing to improve broken processes and proactively reaching out to proper departments frequently, just to make everyone's life easier. He is able to identify the bigger picture in any occasion, making him a highly valued part for our team and the entire organization. Contact: kratzke@amazon.de
Daniel Thomele, SPS Operations Manager
Christoph is a great role model for Customer Obsession and Ownership as he has shown on multiple occasions. He is always going the extra-mile for our Selling Partners and escalated multiple issues and broken processes. A highlight in 2020 was his commitment on the PPU process where his input was key for the successful creation of a PPU SOP. He delivered meaningful case studies and contributed to the creation of a Customer Journey map that illustrated the impact of this broken process and was super helpful for further discussions among the Leadership team. Contact: dthomele@icloud.com
Brenda Kaiser, Premium Support Account Manager DE
Shows ownership and thrives on helping others whenever he can. He also takes on any task that is given to him, accepts the challenge and delivers results. Contact: kaisbren@amazon.es
Chiara Scarlata, Learning Experience Designer
Your ownership, flexibility and enthusiasm has been outstanding. The whole SPS population will benefit of the great work you developed. Contact: cscarlat@amazon.com
Katrin Krawiarsch, Team Lead - Amazon Verkaufspartner 360
Christoph is absolutely bar raising! He has supported on some very complex issues when I was an Marketplace Consultant a few month ago. And now, that I have my own team, I can still count on him. To break it down to Amazon Leadership Principles: Customer Obsession, Bias for Action and Ownership. Contact: kkrawiar@amazon.de
Cristina Espinosa Arroyo, Learning Experience Designer
Your Customer Obsession really has shone through, both in your work and your relationship with your colleagues. It's easy to see that you really care. You pay attention to details, even the smallest ones, and don't hesitate to call things out when something could be improved. You're flexible, curious and eager to learn. Contact: cscarlat@amazon.com
Juan Antonio Amengual Guasp
Contact: ja.amengual@uepconsult.com / +34 600 52 86 61
Ramon Ballester Balaguer
Contact: +34 971 493 493