Mijas, Andalusia, Spain
Operations professional with 15+ years experience in operations management and control (B2B & B2C). I help startups, scaleups and small businesses drive bottom- and top-line growth through optimisation of their operations, efficient management of their projects and administration, improving their cross-functional communication and problem-solving their operational challenges. Professional Highlights: ◼ Leader with experience managing Finance, HR, Customer Service, Recruitment, & Administration teams simultaneously, while implementing efficient, scalable systems and processes on a budget. ◼ Transformed entire business operations foundation to accelerate stagnating business with 2x turnover growth (£13M→£26M) and 4x net profit growth, in 3 yrs. ◼ Successfully oversaw part of the completion and European roll-out, of a multi-million euro companywide software development project at one of the largest apparel brands in the world. ◼ Directed the complete restructure of a 24H Customer Support team to achieve best-in-class customer service, increasing client satisfaction by 21% and employee retention by 7 months. ◼ Coordinated annual Security Industry ACS/ISO audits achieving an industry leading top 1% score, as a company first. Tech-stack: > Suite's: Google Workspace (Sheets, Slides, Docs, Drive, Gmail, Meet, Looker, Analytics, Keep), MS Office (Excel, PowerPoint, Word, Outlook, OneNote) > Task/Project Management: Asana, Monday.com, Trello, Notion > Customer Service: Freshdesk, Zendesk > Learning Management: TalentLMS > CMS/E-comm: Shopify, WordPress, Klaviyo, Stripe, BotStar > Workforce Management: TimeGate, TrackTik, Parim, CleanTelligent > HR & Accounting: SageLine50, Visma e-conomic, Envoice > Messaging/Conferencing: Slack, Zoom > POS: DDDRetail, LightSpeed, Clover > Visual: Canva I’m a natural problem-solver with solid analytical and presentation skills, who appreciates a data-driven approach to decision making. I thrive in a dynamic work environment where I can have a strong impact on the strategic roadmap and am encouraged to drive process improvements. If you have a position or project that could benefit from leveraging my experience in Customer Service, Finance, HR, Recruitment and Business Administration, then let’s talk!
◆ Supporting SME's, Start-ups & Solopreneurs as a flexible extension to their internal teams, helping them structure & implement efficient operational solutions, processes & systems. ◆ Balanced professional growth with two stints of paternity leave between 2020 and 2024. Current Ongoing Work: > Fractional Operations Specialist @ AMOC Jewellery (Systems Implementation - Pricing & Excel Automation - Data Management & Financial Reporting - Strategy Partner - Project Coordination) > Fractional Operations & Financial Strategist @ Your Home Styling Costa del Sol (Operational Audit - Financial Control - Data Integrity - Process Design - System Implementation - Executive Sparring)
◆ Executive Director, part of a small executive management team overseeing +600 employees, reporting to company CEO, directing the management & development of the Finance, HR, Customer Service, Recruitment, & Administration teams, with 14 direct reports. ◆ Helping double the company turnover from £13M to £26M in 3 years, turning the P&L from negative to positive in the process. ◆ Playing a vital role in the overall business strategy, development & implementation, with focus on optimization, service delivery & company culture. ◆ Directing the complete restructure of Interr's 24H Operations Control Center to achieve best-in-class international customer service delivery to high-end clients such as; Gucci, Louis Vuitton, Tiffany & Co, Victoria Secret's, Michael Kors, WeWork, Disney etc. ◆ Coordinating annual Security Industry ACS & ISO audits achieving an industry leading top 1% score. ◆ Establishing a Recruitment department from the ground up, optimizing processes such as; tracking, on-boarding & data flow. ◆ Facilitating the companywide review, selection & implementation of a new workforce management system, including data extraction & re-formatting, system structure, training development & delivery. ◆ Coordinating the formulation & presentation of annual company targets. ◆ Acting as connection point for all operational teams, ensuring an effortless cross-functional communication flow & safeguarding company interests, including designing & driving a positive shift in company culture. ◆ Overseeing the company's HR team, including optimizing starters/leavers process, training development & delivery, employee retention, internal conflict management, policy & compliance. ◆ Carrying out individual annual performance reviews & development plans for all direct reports.. ◆ Leading various internal scalability projects, overseeing the integration & development of all systems & processes, controlling companywide change management, ensuring timely delivery & cost efficiency.
◆ Managing Finance department, overseeing a team of 2 Accountants & 1 Payroll Administrator, reporting to the company CFO. ◆ Organizing daily updates of Sales & Purchase ledger, Bank Reconciliation, Margin Analysis & Credit Control. ◆ Processing Payroll of +400 employees on 4 different payroll cycles. ◆ Ensuring excellent customer service delivery from Finance team to customers, suppliers & employees. ◆ Supporting executive management with periodic analytical & statistical reporting. ◆ Overseeing hiring, onboarding & training of new team members. ◆ Responsible for adherence to- & updating off the finance department’s policy & procedure manual. ◆ Supporting executive management in the annual business planning & budgeting process. ◆ Proactively leveraging technology to increase efficiency and scalability of the business. Sample of projects; ◽ Presented & implemented digital solution for distributing pay-slips & timesheets to +400 employees. Achieving significant savings on resources, processing time & costs, & reducing pay-slip delivery time by more than 75%, resulting in a significant decrease of payroll specific support queries. ◽ Established a proactive timesheet communication process to decrease monthly support queries, alleviating time for team members to work proactively on other areas of the business & increase employee satisfaction. ◽ Suggested & oversaw complete clean-up of time management system, restructure of database & re-design of internal timesheet approval process. Resulting in better communication between client team, control room & finance team, also decreasing accounts receivable debtor days with more than 35%, as well as reducing payroll queries. ◆ Key User & internal contact for company's Workforce Management System. ◆ Office Manager overseeing physical work environment at Head Office, including all IT hardware, software & office supplies. ◆ Supporting management in their preparations for the annual Security Industry ACS/ISO audits.
◆ Key operational focal point, working in various functions with all departments throughout the Nordic Head Office, controlling all internal & external communication relating to budgets, forecasts, projections & sales planning. ◆ Supporting management team in strategic planning via reporting, analysis & sparring, also assisting Country & Finance Managers in their annual budgeting & monthly business presentations. Collaborating closely with EU controlling team on monthly forecasting & KPI reporting. ◆ Intrinsic part of the Retail Partnership Business team, providing Buying, Merchandising & Expansion Managers with statistical & analytical reporting, in support of their daily work with our +100 Retail Partnership Stores, incl. responsibility for Retail POS system. ◆ Maintaining all systems & data for the Retail Partnership division, & act as internal & external point of contact for all IT related matters. ◆ Monthly creation & distribution of Retail Partnership KPI's, including revenue, hit-rate, basket-size and bestsellers, in close collaboration with Expansion Manager. ◆ Daily analysis of sales-week figures & reporting of deviations to forecast, incl. ongoing adjustments to projections based on information from sales teams. ◆ Preparing system, documentation & reporting, as well as act as internal & external Point of Contact for the yearly budgeting process at Esprit Nordics. ◆ Assisting all sales divisions in the annual budgeting process with statistical reporting, calculations, projections & system support. ◆ Assisting Expansion Manager in the creation of our yearly Retail Partnership divisional budgets. ◆ Analyzing all divisional budgets & forecasts, & follow up on any irregularities or questions. ◆ Presenting, discussing & finalizing annual budgets & monthly forecasts with Country Manager. ◆ Reporting annual budgets & monthly forecasts for Nordic's to the European top management at Esprit Headquarters. ◆ Training sales teams in budgeting, forecasting & systems.
◆ Spearheading 25 international colleagues at the Esprit de Corp Headquarters, in successfully delivering a new & improved MAP Process & Software foundation within a companywide restructure & software project called "Excellence in Processes & Systems". ◆ Organize user testing, system development & project planning. ◆ Directing all communications between internal project team, developers & external consultants, ensuring optimal project efficiency. ◆ Coordinate international team schedules, lead team meetings & testing sessions. ◆ Communicate team progress to country managers & plan support needs for individual offices. ◆ Play vital role in companywide change management, training, rollout & integration of new system. ◆ Support in formulating training plan, educational material & host train-the-trainer workshops. ◆ Responsible for delivering new system & process training to all relevant departments at Esprit Nordic. ◆ Onboard new team members & organize out-of-hours team events. ◆ Providing international system support during roll-out phase.
◆ Overseeing sales processes, reporting and cross-departmental projects at one of the worlds largest fast-fashion brands. ◆ Coordinating monthly & annual cross-divisional Wholesale Planning Process, incl. overseeing process & system training of sales & buying teams. ◆ Updating, analyzing & distributing Order Intake numbers in monthly Accumulated Sales report. ◆ Collecting & reporting updated Sales-goals Projections during sales week, & file physical audit trail. ◆ Supporting sales team with errors & adjustments in their monthly forecasts & annual budgets. ◆ Ensuring all sales & reporting processes follow guidelines from Esprit de Corp Europe. ◆ Handling all orders changes, cancellations & discounts across divisions. ◆ Key User in charge of all software related to Wholesale & Retail Partnership teams, maintaining all systems & data, acting as local contact for IT support. ◆ Supporting management team with ad-hoc statistical sales reports. ◆ Creating workable solutions to process challenges on both a local and international level. ◆ Continuously optimizing processes & streamlining internal communication flow in relation to budgeting & forecasting. ◆ Acting as Customer Support cover for Wholesale department, showcasing a deep knowledge about products & processes, always delivering a positive customer experience. ◆ Organizing & maintaining divisional shared drive. ◆ Supporting management in solving operational challenges.
◆ Overseeing daily operations, incl. inbound-outbound shipments, inventory management, efficiency planning, re-packaging, labeling & pick-up. ◆ Delivering logistical advisory and support services to retailers, distributors, designers and private customers. ◆ Calculating & presenting offers for optimal logistical efficiency in line with customers needs and price-point, as well as company profit margin guidelines. ◆ Order processing, incl. delivering first-class in-person customer service. ◆ Daily tracking of incoming and outgoing inventory and products. ◆ Problem solving logistical, shipment and inventory challenges. ◆ Efficient re-distribution planning and execution on re-packaging, labeling & pick-up. ◆ Supporting with lead generation and played an active role in winning new clients. ◆ Maintained relationship with the largest international shipping companies as well as local courier partners. ◆ Opening and closing of head office.
◆ Delivering excellent customer-facing retail sales & service in a fast-paced environment. ◆ Calculating shipping rates and presenting logistical solutions. ◆ Handling POS transactions, incl. daily balancing of cash register. ◆ Order processing, progress tracking and follow-up. ◆ Receiving product orders, unloading merchandise, restocking and managing inventory. ◆ Logistics & customs research, as well as ongoing business development. ◆ Opening and closing of retail location.