Johannes Klapheck

Trailblazer
DISC Type : DI

Director, Customer Strategy & Experience at Centrica

Greater London, England, United Kingdom

Overview

Johannes is a Director of Customer Strategy & Experience at Centrica, specializing in digital transformation. His career includes leadership roles at British Gas, Sky, and American Express, where he earned a Harvard Certificate in Leadership Excellence. Colleagues describe him as a creative, dedicated, and calm professional who excels at solving tough business challenges.

He led strategy and innovation for the iconic American Express Centurion and Platinum Cards in over 20 international markets.

Personality Overview

Informal

Charismatic

Values Relationships

They are more likely to accept new and exciting technologies.  They are not against taking risks and can make tough decisions when required.
 They are charming and can persuade others to support their decisions.

Topics They Care About

Customer Experience Strategy
His entire career focuses on customer strategy and experience, with a recent post emphasizing the importance of qualitative data to understand customer actions.
Digital Transformation
This is a core component of his professional identity, as stated in his headline and reflected in his leadership roles at major corporations like British Gas and Sky.
Premium Product Innovation
He previously led the strategy, innovation, and growth for the high-end American Express Platinum and Centurion Cards across more than 20 markets.

Media Appearances

Johannes has no verified media appearances

Work History

9-2025
Director, Customer Strategy & Experience at Centrica
4-2024 - 9-2025
Director, Customer Experience & Digital at British Gas
5-2021 - 4-2024
Director, Customer Strategy & Transformation at Sky
5-2021
Vice President, International Premium Products at American Express
Director, Premium Product Strategy & Execution at American Express

Education

Master's Degree from University of Sussex
Bachelor's Degree from University of Brighton

More Information

Social Presence :

Prographics :

Exp : 4 Location : Greater London, England, United Kingdom Job Level : Mid-senior Designation : Director, Customer Strategy & Experience at Centrica
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Insights For Selling To Johannes

During A Call Or A Meeting

DO's

  • Use phrases like ‘your decision will’, ‘you will impact’ etc.
  • Display high self-confidence and expect them to have a strong personality.
  • Showcase existing customers and use case-studies to grab their attention

DONT's

  • Don’t hesitate from asking questions or pushing them, but take a friendly approach
  • Don’t hesitate from asking them how they truly feel about your product
  • Avoid unnecessary negativity or slowness

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Johannes is

  • Relationship and product conviction matter equally, followed by a sense of achievement.
  • Will you ever get a clear answer from Johannes

  • If they are not convinced, they will say no though in a friendly way.

Insights For Deal Planning

    How fast (or slow) will Johannes move?

  • They can make decisions quickly if they develop trust in you and conviction in the product.
  • Can Johannes take some risk or not?

  • If necessary, they will be ready to take risks.

You And Johannes

Personality Compatibility


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