PROJECT MANAGEMENT & CONSULTING FOR RETAIL | AUTOMOTIVE
I support companies in achieving their retail and showroom objectives – efficiently, brand-consistently, and sustainably.
As an external project manager, I take full responsibility for the end-to-end management of transformation projects: from strategic planning and design through to execution and on-site quality assurance.
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I coordinate internal stakeholders and retail managers, as well as external partners – including architects, technical planners, and suppliers such as furniture manufacturers – ensuring seamless processes, clear communication, and adherence to brand standards, timelines, and budgets. Through regular site visits and close collaboration with all parties, I ensure that each project brings the brand experience to life at the point of sale.
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As the project lead for the showroom transformation of a premium automotive manufacturer across 12 countries in Central, Southern, and Eastern Europe, I was responsible for planning, managing, and executing over 150 locations. My focus was on translating the brand strategy into retail showroom concepts – consistently, efficiently, and to the highest quality standards.
To embed change sustainably, I develop tailored training programs based on the defined concept and processes. Through interactive sessions, I activate employees, build buy-in, and remove uncertainty before go-live.​ To secure long-term impact, I offer regular quality audits and continuous improvement loops.​
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Your Journey. My Commitment.
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Fabian Platt
Schedule a free initial consultation, and together we can determine whether I am the right partner for your project.
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Whether it’s transformation projects with predefined processes and standards, or a complete redesign and optimization of your workflows, I provide tailored support.
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My services are fully adaptable and can be customized to meet your specific needs.
Services
Project Managemant & Consulting
Holistic approach to unique customer experiences
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About Me
With over 20 years of experience in the retail, automotive, hotel, and tourism industries, I offer deep expertise and a strong passion for the entire customer journey. Becoming a Freelance Project Manager & Customer Journey Consultant was the natural next step in my mission to help companies create unforgettable and seamless guest and customer experiences.
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I completed my studies in Business Administration with a focus on Innovation Management in Hotel and Tourism at the University of Applied Sciences in Salzburg. Additionally, I hold a diploma in Interior Design and I am experienced as a business trainer.
I have demonstrated my expertise in renowned companies such as BMW Group Central- and Southerneastern Europe. There, I was responsible for the rollout of the new retail concept (Retail.Next). This included implementing a new showroom design combined with new roles and processes, as well as creating and launching a consulting concept that transforms customer encounters into a unique premium experience.
Another valuable chapter in my career was my consulting role at Booking.com, where I supported numerous premium and luxury hotels and apartment operators across Austria for over seven years during the transformation of their online sales channels. Prior to that, I held management positions in international hotel groups including Kempinski Hotels & Resorts and Motel One. Furthermore, I built the Customer Success team at PlanRadar and served as Head of Customer Success, driving customer-centric growth as increased customer satisfaction while reducing the churn rate.
Fabian Platt
References
Mr. Platt possessed excellent, comprehensive, always well-founded and cross-task expertise. We are pleased to confirm his extraordinary attention for detail by implementing the new showroom concept at BMW and MINI. We especially want to thank Fabian Platt for initiating the implementation of the best-rated Retail.Next lighthouse Project in Austria, in cooperation with the Austrian Dealer Development Team, which received an outstanding score of 4.9 out of 5. Your vision, commitment, and drive have set new standards.
BMW Group
Central Southeastern Europe
Booking.com
With extensive experience in leading, motivating, and developing teams, as well as in strategic process optimization, Fabian was responsible for all operational and commercial activities in the Partner Services division in Austria. A particular focus was placed on the strategic management of hotel partners and the continuous improvement of business processes. Additionally, he led projects and training initiatives, establishing sustainable partnerships while ensuring operational excellence.
Motel One Hotels
A key focus of Mr. Platt was the consistent implementation of standards and the optimization of Front Office processes. With his structured and analytical approach, he identified improvement opportunities and implemented them successfully. He also oversaw staff training, coaching, and onboarding, resulting in measurable increases in guest satisfaction and internal efficiency.
Kempinski
Hotels & Resorts
During his tenure at Kempinski Hotel Shenzhen, China, Fabian Platt developed targeted training concepts to ensure 5-star service standards and was actively involved in optimizing operational processes across the entire hotel. His contributions ranged from employee training and menu development to quality control in daily operations.
My Approach
I’ve made it my mission to share my expertise and support businesses as project manager & consultant in creating outstanding customer journeys – with the goal to set global benchmarks. The focus is always on people: your guests & customers.
Tailored Customer Journeys that inspire
By developing customized customer journeys, I create emotional touchpoints that spark enthusiasm, leave lasting impressions, and sustainably boost customer satisfaction.
Holistic design experiences along the customer journey
I combine strategic customer journey design with consulting on every customer touchpoint. By collaborating closely with architects, I help break down silos and ensure that design and experience go hand in hand – delivering the best possible outcomes. This transforms each interaction into a consistent, positive brand experience.​
Training concepts that make an impact
Based on the developed customer journeys, processes, and design principles, I create hands-on training programs that empower employees to live a customer-centric mindset in their daily work. I support companies in implementing and delivering these programs – collaboratively, effectively, and with lasting impact. The goal: enabling your teams to consistently create inspiring 5-star customer experiences.
Quality checks for sustainable excellence
Regular quality audits help ensure that your defined standards are upheld and further developed. This means your customer experience doesn’t just stay excellent – it keeps getting better.
Holistic
Approach
Design
Roles
Training
Processes
