Klaus Fillinger

Experience

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  Marriott International

  Aug 2007 - Jun 2011

  Event Sales Executive

  - Handling group and events requests- Creation of proposals and contracts for groups and event bookings- Administrative organization and planning of events including communication with all related departments- Support of the line manager- Supervision of events- Invoicing control of groups and event bookings- Site Inspection, contract negotiations with customers

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  The Surin

  Jul 2011 - Feb 2014

  Sales & Marketing
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  MARADIVA VILLAS RESORT AND SPA

  Jul 2011 - Oct 2012

  Sales & Marketing
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  The Luxury Experience

  Jul 2011 - Mar 2014

  - Creation of client, hotel and destination profiles- Creation of client-based strategies for entering German speaking markets- Full competitor analysis- Planning and execution of sales trips and/or B2B product trainings for tour operators, DMC’s (Destination Management Company) and travel agents- Negotiation of wholesaler contracts with DMC’s and tour operators- Organization and execution of customer events and roadshows - Organization and execution of international fair/tradeshows participation- Organization and execution of familiarization trips to international destinations in cooperation with other vendors- Represented Hotels (2011-2014):Maradiva Villas Resort & Spa (Member of The Leading Hotels of the World)The Surin Phuket (formerly The Chedi Phuket, Member of Design Hotels)GHM Hotels – The Chedi Muscat (Member of The Leading Hotels of the World)GHM Hotels – The Nam Hai Hoi An (Member of The Leading Hotels of the World)GHM Hotels – The Setai Miami (Member of The Leading Hotels of the World)GHM Hotels – The Strand Myanmar (Member of The Leading Hotels of the World)GHM Hotels – The Datai Langkawi (Member of The Leading Hotels of the World)GHM Hotels – The Chedi Chiang Mai (Member of The Leading Hotels of the World)GHM Hotels – The Legian Bali (Member of The Leading Hotels of the World)GHM Hotels – The Chedi Club at Tanah Gajah Ubud (Member of The Leading Hotels of the World)GHM Hotels – The Chedi Andermatt (Member of The Leading Hotels of the World)GHM Hotels – The Chedi Sakala Bali Show less

  • Sales & Marketing Manager

    Jan 2012 - Mar 2014

  • Sales Executive

    Jul 2011 - Dec 2011
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  GHM (General Hotel Management Ltd)

  Jul 2011 - Jun 2014

  - Pre-Opening and Opening Strategy for Sales & Marketing- Implementation of the hotel with international Tour Operators and Online Travel Agents- Contract Negotiation with international Wholesalers- Represent the hotel at national & international roadshows, fairs and workshops with cooperating partners- Implementation of a full group and events booking and managing process- Revenue Strategy for groups and events- Revenue Strategy for seasonal packages and promotions- Qualification and creation of advertorials- Planning and execution of press trips - Negotiation with PR partners- Planning and execution of familiarization trips - Planning of local cooperation partners for destination marketing Show less

  • Sales Manager

    Apr 2014 - Jun 2014

  • Sales & Marketing

    Jul 2011 - Jun 2014
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  Marriott International

  Sept 2014 - Jan 2016

  Market Senior Sales Manager

  - Co-lead the sales team including immersion and on the job coaching of new employees- Revenue Reporting and participate strategy meetings- Lead the special corporate business (B2B) area- Key Account Manager for key customers (e.g. Airbus or Shell)- Create cross sell opportunities to MICE departments- Organization and execution of sales trips, workshops and familiarization trips- Organization and execution of cold calling activities - Full responsibility for internal RFP tool including qualification and final pricing decisions- Interviews with new team members- Execution of weekly 1on1 meetings with team members- Participation on budget and business plan creation for responsible business area- Strategy creation for re-opening after renovation for both hotels Show less

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  Performance Solutions

  Apr 2016 - Jul 2019

  - Consult existing customers and prospects to create the optimal solution for their challenges for the areas of training, coaching, people development, mystery shopping as well as quality management- Lead the Business Development (Sales & Marketing) team in Frankfurt for Germany and Central Europe- Focus on revenue growth and healthy commercial results- Implement and maintain an agile way of working- Set the pace, develop sales & marketing strategies and execute them- Foster a positive team environment with high engagement and low employee turnover- Implement a “everyone is a sales person” mindset and support with needed materials - Full responsibility for the sales & marketing plan / budget- Interview and immerse new team members- Foster an entrepreneurial mindset within the Business Development Team Show less - Consult existing customers and prospects to create the optimal solution for their challenges for the areas of training, coaching, people development, mystery shopping as well as quality management- Contribute in developing sales and revenues in all areas of the business unit- Assist in converting and implementing the sales & marketing concepts - Acquire new customers and manage relationship with existing customers- Organize and execute sales trips - Create concepts and contract as per demand- Organize and execute mailings and promotional activities in cooperation with marketing- Organize and execute promotional events- Ensure a successful cooperation with partner companies- Immerse new colleagues- Ensure a flawless administrative handling of all projects and maintain contact with clients Show less

  • Team Leader Business Development / Consultant

    Aug 2018 - Jul 2019

  • Consultant / Business Development Manager

    Apr 2016 - Jul 2019
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  Reverse Academy by Performance Solutions

  Apr 2017 - Jul 2019

  Certified Experience STAR Facilitator

  Why do customers love some brands, and dislike others? For years we have studied and worked with Experience game changers such as adidas, Starbucks, LUSH, Nespresso, citizenM Hotels, Mazda, Apple, Tommy Hilfiger, KLM, Tesla, Le Pain Quotidien, and many more. These companies all deliver consistently memorable customer experiences, which turns their customers into active promoters, happy fans, and free ambassadors.Looking at the experience these brands build in a very consistent manner, you could say their people are true Experience STARs: Surprising, Touching, Assisting and Recognizing. Which explains why these brands are loved and promoted by many, whilst others simply aren’t. Imagine for a moment that you can turn every client and every participant into a happy fan and a free ambassador for your services. Because they feel surprised, touched, truly assisted and/or recognized. Doesn’t that sounds great?Join the Global Network of Certified Experience STAR Facilitators! Go to http://startreverse.com/programs/star-facilitator/ for information and certification dates. Show less

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  Sabbatical

  Aug 2019 - Feb 2020

  Relocation and House Renovation
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  Unperfectly Perfect

  Feb 2020 - Nov 2021

  Co-Founder and Managing Director
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  Amazon

  Sept 2020 - now

  - Execute AHS Operations strategy with directs, internal and external teams. - Interpret metrics, diagnoses underlying issues, and define solutions with peer managers and direct reports in order to solve problems or improve performance owns effective implementation of solutions. - Manage business- and executive- level escalations, including reporting to senior-level leadership; accountable for SLA and quality of response.- Identify process or operational efficiencies and partner with other teams outside operations to drive quantifiable benefits.- Define and drive project deliverables either personally or through direct reports for functional area(s).- Manage performance and behavior of Account Health Support Specialists through effective 1:1 meetings, coaching, and mentorship.- Assist the Program Manager, Seller, and Employee Experience teams with new product launches, program improvement, and project leadership at the site/program level.- Partner with Process Improvement PM to develop and drive various PI initiatives at BCN from planning to execution, tracking progress with monthly updates to site L6s.- Direct line management for the Account Health Support Specialist and Sr. Specialist role.- Implement performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.- Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement.- Partner with AHS Program Management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.- Participate in daily Kaizen events to identify and implement process improvement change initiatives.- Conduct Seller interaction quality audits and provide coaching to improve performance. Show less • Provide prompt and efficient service to Amazon Selling Partners, including the appropriate escalation of Selling Partners’ issues• Demonstrate flexibility to work across pilots and different queues with increased complexity or specialization, based on business needs• Liaise with other departments as required to resolve Seller’s issues and questions• Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures• Ensure compliance with procedures and SLAs while achieving quality and performance metrics • Provide support as and when required for deep dives, mentoring new batches, Kaizens, escalations and cross training• Contribute to a positive team environment, acting as a role model for AHS core values and Amazon Leadership Principles• Proactively aid team members and provide timely feedback to Ops Managers on Specialists’ strengths and opportunities• Forward-thinking approach to problems, aiming to create long term value for the business• Demonstrate crisp communication skills, both spoken and written, and able to adapt to different audiences. Show less • Supporting Amazons Selling Partner’s to solve any incoming issues• Managing high volumes of inbound and outbound calls as well as emails• Strong investigation skills to find root cause of Account Health related issues and the ability to navigate Sellers in providing viable solutions.• Identifying Seller’s needs, clarifying information, researching every issue and providing solutions• Exemplifying Amazons Leadership Principles, such as Customer Obsession by consistently displaying a genuine empathy and passion for our customers, delivering an exceptional customer care experience with every contact.• Building sustainable relationships while engaging customers by going the extra mile• Ability to consistently achieve productivity and quality performance goals.• Documenting all Seller interactions and information according to standard operating procedures• Ability to troubleshoot and provide product guidance and support to all Amazons Sellers• Attend regular training sessions, and learn product details and key selling points of products and technologies.• Regularly collaborating with various internal stakeholders and teams• Any other duties and special projects as directed by management in keeping with the employee’s skills and experience Show less

  • Seasonal Team Manager / Operations Manager II

    Oct 2024 - now

  • Operations Manager

    Jan 2022 - Oct 2024

  • Senior Account & Investigation Specialist

    Dec 2021 - Jan 2022

  • Account & Investigation Specialist

    Sept 2020 - Nov 2021