KLU Alumna Julia Winter: "My Journey to Transforming Customer Experience at Mercedes-Benz"

KLU can take you far! Discover the career paths and life choices of our KLU Alumni in our new Alumni series. Here, our alumni tell us more about their way after their studies at KLU – and how their time here influenced their future paths. Get to know Julia Winter (MSc Management, Class of 2016) as she reflects on her path from KLU to becoming Project Lead at Mercedes-Benz through lessons learned at KLU, such as the importance of behavioral presentation and teamwork. Julia now spearheads "The MB Way" initiative, focusing on creating an authentic and customer-centered experience while uniting employees under a shared vision.
Name: Julia Winter
Degree: MSc Management, 2016
Position, Company: Project Lead "The MB Way"/ Mindset initiative @ German Market, Mercedes-Benz
How did you decide to study at KLU and how has your master’s program helped you in your career?
I wanted to stay in Hamburg after finishing my bachelor's program because I loved the city and the water, so I decided to start my Master’s degree in International Management. I found the opportunity to study at KLU with the chance to learn more about Logistics in such an international environment very interesting. A former professor once told me that “logistics is everything”! My master's program provided me with not only essential logistics courses and a strong academic environment but also the chance to really grow as a person and learn about different variety of subjects. I really appreciated the small, intimate atmosphere of the university, which allowed me to focus on studies and maintain close connections with my peers, staff and professors. The practical experiences shared by professors, particularly lessons on organizational behavior and how to present oneself confidently in professional settings, were extremely valuable and have also proven to be quite beneficial throughout my career.
What was your pathway to working towards your current role as Project Lead at MB Way, and what are some challenges of the role?
I started working for Mercedes-Benz right after finishing my Master degree, in a Traineeship. My journey towards my current role began after a period of professional growth where I gained recognition for my personal skills. I was eventually approached for the role of Project Lead for the "The Mercedez-Benz Way" initiative in Germany, a global project aimed at enhancing customer satisfaction and strengthening the brand for the future. A major challenge I noted is ensuring that the customer experience is positive at every point of the customer journey, requiring attention not only to products but also to human interaction and problem-solving. It is rather the importance of a collaborative "we" mindset in such roles, at every level of the company, where teamwork and shared ideas play a critical role in success. "This reminds me of what Professor Niels van Quaquebeke often emphasized in his organizational behavior courses. It's all about behavior and the way we present ourselves. Of course, when you visit one of our company or car sites, you’ll notice the impressive architecture, beautiful cars, elegant desks, and the iconic star. But beyond that, it’s really about the human element, the presence you bring to the room and, most importantly, how you solve problems." I was happy and honored to take on the new responsibility and new position, to establish "The MB Way", to reach the customers at every stage of their experience and integrate employees with the brand ambassador mentality. Because at the end of the day it is about the heart and soul and human experience.
What’s best about your job?
The best part of my job is the ability to be authentic, which aligns deeply with my core values. In many areas of life, societal roles and expectations can overshadow authenticity, but in my work, I’ve found the freedom to express who I truly am. This doesn’t mean disregarding others’ perspectives—it’s about balancing authenticity with empathy, ensuring I maintain my identity while fostering strong relationships. Additionally, as a project lead, I thrive on the dynamic nature of my role. Every day brings new challenges and opportunities to learn. While routine offers security, I enjoy adapting, solving problems, and growing from hurdles. I see challenges as opportunities to "train my mental muscles" and expand my horizons. This constant evolution is what makes my job truly fulfilling.
Do you feel the alumni network has been valuable in your professional journey?
I really value the opportunity to connect with different generations of alumni and students. For example, I participated in Alumni Career Talks in 2023, where I shared my experiences and insights with students, helping them navigate their own career paths. I really gained some new perspectives having talked with them, and understanding their goals and what motivates them. Giving back to KLU is really rewarding and I see huge value in the alumni network as a platform for exchanging knowledge and advice, especially for younger people who may have many questions and benefit from the guidance of experienced professionals. Overall, I find keeping up with the KLU alumni community very interesting!