Spain
Operations and customer delivery leader with 7+ years of experience in SaaS, ecommerce, and marketplace operations. My background spans customer success, technical account management, professional services, and global operations, with a strong focus on scaling teams, improving processes, and driving operational efficiency in fast-paced international environments. Over the course of my career at Rithum (formerly ChannelAdvisor), I have led customer-facing teams across EMEA, US, and APAC, managed outsourcing partnerships and global operational workflows, redesigned intake and case management processes using Salesforce, and collaborated cross-functionally with leadership, Finance, Legal, and Customer Success teams to improve service delivery and business outcomes. I particularly enjoy building structure in complex environments, improving operational visibility, coaching teams, and creating scalable processes that enhance both customer experience and internal efficiency. Areas of expertise include: • Customer Operations & Service Delivery • Professional Services • Outsourcing & Vendor Management • Process Improvement & Operational Scaling • Team Leadership & Coaching • Marketplace & Ecommerce Operations • Cross-functional Collaboration • Salesforce Case Management & Workflow Design
Leading global Professional Services and outsourced operations initiatives within Rithum’s customer delivery organization. Responsible for managing outsourced Technical Account Management Associate teams across multiple providers and regions, driving operational performance, team development, training, and process optimization initiatives. Redesigned the operational intake process through the implementation of a Salesforce-based case management system, improving visibility, collaboration, and workflow efficiency across EMEA, US, and APAC teams. Also responsible for Professional Services operations and offering strategy, including redesigning service packages and delivery models in collaboration with executive leadership, Finance, and Legal teams to improve scalability, customer outcomes, and commercial alignment.
Managed a team of Technical Account Managers responsible for supporting mid-market and strategic ecommerce clients across global marketplaces including Amazon, eBay, Zalando, and other European channels. Oversaw day-to-day team operations, customer escalations, performance management, coaching, and development, while supporting the delivery of strategic marketplace guidance and operational excellence across a large portfolio of accounts. In addition to team leadership responsibilities, partnered closely with outsourcing providers and internal cross-functional teams to support operational planning, KPI reporting, budget-related activities, onboarding/offboarding processes, quarterly business reviews, and overall service delivery improvements. Focused on driving team performance, improving customer experience, and creating scalable operational processes within a fast-paced global SaaS environment.
Supporting the management team in leading a team of Client Strategy Managers (training, coaching, managing escalations) to ensure high standards of service delivery and client's targets and expansion goals are met.
Key responsibilities: - To manage all allocated marketplaces for my assigned customers (fashion & homewear mainly): Amazon, Ebay, Zalando, La Redoute, CDiscount, El Corte Ingles, ManoMano among others - To maintain and optimise marketplace strategies to ensure client success - To manage all relevant clients product data - Full ownership of client data analysis
Key responsibilities: - Stock management - Weekly Sales reporting - Orders processing and management
Key responsibilities: - To maintain and control the allocation of stock to international wholesale partners as well as the management of internal stock tracking and reporting - To ensure that stock movements are planned and well communicated, by being the first point of contact with the internal B&M teams, external clients and key personnel at the distribution centre - To provide weekly update on sales and stock information
Sales Assistant: • Providing an outstanding customer service to an international clientele • Product cross-selling in order to maximise sales and exceed targets • Building a client book of long-lasting relationships • Developing product knowledge and giving after-care advice • Maintaining visual merchandising in the boutique • Keeping an updated knowledge on fashion trends Cashier: • Administrating the cash desk and boutique office • Opening and closing the boutique Repair Supervisor: • Supervising footwear repairs: taking repairs in, recommending the most suitable procedure, ensuring all repair paperwork is updated and contacting clients
Senior Sales Assistant: • Providing an excellent customer service to an international clientele • Product cross-selling to maximize sales and exceed targets • Developing product knowledge and giving after-care advice • Designing visual merchandising in the boutique • Assisting in deliveries and stock management Supervisor Trainee: • Supervising the staff and ensuring the smooth running of the shopfloor • Assisting the Management Team in establishing the weekly and daily targets, as well as ensuring that they are met and exceeded • Delivering morning team talks • Training and supervising of new team members • Responsible of the Customer Linking Action Plan to increase the customer data capture Shoe Specialist: • Understanding of the making-process and different components of footwear in order to assess faulty items and customer’s complaints • Training on Shoe Repair and Alteration Services • Training on Shoe Production