Decathlon
Five years of CRM partnership at Decathlon Germany
Konzernumsatz von Decathlon, Enterprise-Maßstab des mehrjährigen CRM-Mandats
durchgehendes Mandat, über zwei Unternehmens-Setups, längste Kundenbeziehung im Track Record
Automation-Cases: 17 gebaute Aftersale-Journeys und 9 konzipierte Lifecycle-Automationen
At the start, Decathlon Germany's CRM was little more than a classic newsletter. No automated lifecycle system, hardly any standardised processes, no reliable data base for customer value or satisfaction. A largely open field, where the structures first had to be built before automation could even be considered. That is exactly where the work began, not as a single campaign but as the build-out of a real CRM. Over the years, this grew into a very close, trust-based collaboration with the Decathlon team, the foundation that made the technical build possible in the first place.
Strategic digital consulting, project management lead, and CRM lifecycle operations for pre-sale and after-sale, new and existing customer nurturing. Longest continuous client relationship in the track record, held stable across two company setups.
The stations
01 From newsletter to CRM strategy
01 From newsletter to CRM strategy
Built the CRM strategy from the ground up, with clear strategic pillars from customer experience through automation and customer intelligence to multi-channel and membership. Developed and tracked with the department across several annual cycles.
02 Lifecycle automation across the entire customer journey
02 Lifecycle automation across the entire customer journey
Automated journeys across the full customer lifecycle, from welcome to winback, plus post-purchase and aftersale flows per sports category. Built both technically and strategically together with the team, with visible growth in the automated share of revenue.
03 Processes standardised, internally and with vendors
03 Processes standardised, internally and with vendors
Established communication, organisational and working processes where none existed before: from the idea for an email to the finished send-out. Format locks, a reusable module library, and clear workflows, both within the team and in collaboration with vendors.
04 Content production in daily operations
04 Content production in daily operations
Full content ownership for newsletters, automated journeys, transactional mailings and service landing pages. Later accelerated by an AI copywriter assistant that the department itself confirmed as productive in daily use.
05 Team coaching and strategic sparring
05 Team coaching and strategic sparring
Supported the department over the years, gave it structure and leadership, drove AI topics and deep research forward, even against resistance. A sparring partner and coach at eye level, never too proud for any task, across every level.
What was blocked
- No automated lifecycle system for the customer journey
- Hardly any standardised processes between idea, approval and dispatch
- No reliable data base for customer value or satisfaction
How we thought about it
- 01Build the CRM strategy from the ground up, with clear strategic pillars from customer experience through automation and customer intelligence to multi-channel and membership, developed and tracked with the department across several annual cycles
- 02Run the CRM lifecycle operationally: briefing, input, feedback, dispatch, upkeep in SFMC, Sarbacane, Mailify and MeltWater
- 03Take full content ownership for newsletters, automated journeys, transactional mailings and service landing pages, later accelerated by an AI copywriter assistant
- 04Support the department over the years, give it structure and leadership, drive AI topics and deep research forward, even against resistance
What was built
Automated journeys ran across the full customer lifecycle, from welcome to winback, plus post-purchase and aftersale flows per sports category, built both technically and strategically together with the team. Format locks, a reusable module library and clear workflows standardised the collaboration internally and with vendors, from the idea for an email to the finished send-out. Full content ownership for newsletters, journeys, transactional mailings and service landing pages sat with Voyage Digital throughout, later accelerated by an AI copywriter assistant.
What it produced
Images from the project
Voices
What the collaboration says

“Anyone who wants to bring order into complex topics and take their marketing to the next level needs you on the team. You gave my team essential support in setting up a well thought through CRM strategy, building automated lifecycle journeys and establishing the right processes. Together with you we made the leap from simple newsletter sending to real, working CRM. You are extremely clear, structured and honest, you combine strategic foresight with pragmatic solutions, you think along actively and you stay reliably on top of the projects. Throughout the whole time you were a firm part of the team for us and a great sparring partner on equal footing. Thank you for your outstanding commitment!”

“Together we developed a solid CRM strategy, built a lifecycle system with automated journeys and designed and rolled out the processes that go with it. That is how our classic newsletter turned into real CRM. What makes the collaboration so valuable beyond that: alongside his pragmatic and structured way of working, we also value him enormously on a personal level. With his genuine interest in the projects and his consistently open, helpful manner he is a real asset you can rely on 100 % at any time.”

“With Andy we built and automated our entire lifecycle system, among other things. Working with him was always clear and structured, we could rely on him, and we never lost the fun on the way to the goal.”

“Over the past five years or so you have always been a constant and reliable point of contact for me across different stations and for the most varied projects. From process development and optimisation through coding and technical topics, the holistic view and consolidation of the CRM area, all the way to strategic direction and the implementation of a wide range of subject areas, I could always count on you. With your way of working you were able to give us, and me, structure and guidance. Setting up the automated post purchase strategy was, I think, our most intensive collaboration. I was able to benefit and learn an incredible amount from you, and for that I am immensely grateful. Working with you throughout was always great fun, and I really valued that we could talk about more than just work while keeping productivity high. I will definitely miss our regular exchanges.”

“Andreas is the structuring element most teams are missing. Focused, targeted execution. Maximum ownership. Ruthless prioritisation. He takes topics that look difficult and complex at first and brings them to the finish line. If need be, he takes them over himself. Anyone looking for someone who takes ownership instead of just advising is in the right place with him.”

“Andi held our delivery together. Projects, infrastructure, coordination, that was on him. Weeklies and dailies ran without me, and for me that was the real proof. I never had to ask whether the status was accurate. On the bigger calls, offers, partners, budgets, he was my counterweight, even when that was not comfortable for him. No agency speak, straight answers.”

“Andy and the team rebuilt my whole online presence from the ground up. What changed is who shows up: every qualification call I took in the first month closed. Three out of three. Anyone landing on my page now can see straight away that I'm an exclusive high ticket coach. So impressed with you lads and what you've built, this is phenomenal.”

“Andreas kept the overview in a complex project, including when things around it got chaotic. Thank you for your commitment and your overview in the shared chaos. Without him a lot would have been lost on the agency side. I very much hope we work together again.”

“In Andreas I have a professional partner who is able to think across industries and to look at my business model afresh from his perspective. That lets me steer my company toward the future with more confidence and keep challenging it.”

“Andreas stands out through an exceptional strategic understanding and the ability to consistently think from the outcome backwards. He reliably supported our CRM team in structuring processes and prioritising projects efficiently. Beyond strategy development, his strengths include leading workshops and producing concise management presentations. With his direct communication he is a valued sparring partner on equal footing.”

“Andy built the whole thing for me in like no time, and it was a banger. What amazed me most is that he got my tone of voice right straight from my instagram, I didn't even have to explain it. Changes I asked for were often live the same day. And he kept delivering even when things got messy on my side. I'm really grateful for all he's doing, it means a lot.”

“Thank you for everything you did for us. It was genuinely seen and appreciated. You worked closely with both our team and the people doing the work, helping to keep things moving and well coordinated.”

“Andy and I have exchanged regularly on product, data and strategy for years. Beyond his technical expertise, I value his entrepreneurial drive: he meets challenges with vision and openness. He sees opportunity where others fear complexity. What makes him stand out for me is that he doesn't just develop concepts, he digs rigorously into the details of digital products, as his own online shop shows. Andy never shies away from conflict and always gives a direct, honest picture. A fearless sparring partner you'd want at your side.”

“With Andreas we were able to run a highly successful AI workshop and develop a well-founded AI roadmap for our team. He did an excellent job of making the opportunities and possibilities of AI tangible – without stoking fears, but with a clear focus on real potential. Together we developed AI solutions that took our work in Customer & Market Research to a new level. Andreas supported us perfectly with his expertise, his neutral perspective and enormous solution orientation. He was a sparring partner and a reliable advisor at once – always honest, structured, pragmatic and to the point. The partnership was consistently on equal footing. What I particularly value is that it did not stay in grey theory, but created real, lasting value for our everyday work. The result has a noticeable impact on my daily work and my professional development. Thank you so much for your outstanding support!”

“Andreas and I kept overlapping over the years: me deep in the technical implementation, him in the strategy and the process above it. That fit together cleanly. He operates more strategically than most people you deal with on projects like these. Strictly speaking he is only half a service provider, at his core he builds business models.”

“My collaboration with Andreas has been with me and Decathlon since 2023. What started back then in CRM with automating customer journeys in email marketing and support in day-to-day operations has grown over the years into a genuinely strong partnership. As head of the Customer & Market Insights team it was clear to me that I wanted Andreas at my side again in 2025. He was instrumental in developing the strategy for our team and the project. His AI expertise was a huge gain: through his hands-on training and the implementation of deep-research projects he moved the team forward enormously. But what truly sets Andreas apart for me goes far beyond the technical side: over the years the purely business relationship has grown into a real, trusting foundation – and a friendship. Andreas is both a sparring partner and a coach to me. He knows how to motivate me again and again, to see things from a new angle and to push my own projects forward boldly. What I value enormously: he is never too proud for anything. He acts lightning-fast, helps me sort topics correctly and shares his wealth of experience completely without fuss. For me Andreas brings exactly that rare mix of deep expertise, real hands-on mentality and human class that you wish for in a partner. Thank you for the great support over all these years!”
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