Iaşi, Romania
Results-driven Operations Leader with a strong commercial focus on cost control, productivity optimisation, and margin protection in high-volume, SLA-led environments. Experienced in leading end-to-end operations and operational change programmes, managing labour and capacity, and delivering efficiency gains through structured project delivery—while maintaining service quality, safety, and compliance. Global experience across e-commerce, logistics, recruitment, and high-volume fulfilment, with leadership roles at Amazon, John Lewis Partnership, Movianto and Kuehne+Nagel. Led and delivered complex operational projects and transitions, managing teams of 50–300 and achieving double-digit productivity and cost improvements (up to 25%), alongside 99.7% vendor/SKU accuracy. Strong in cross-functional project leadership and vendor management, aligning third-party performance, GMS impact, and governance to protect service outcomes and financial targets. Data-driven operator using KPIs, Lean Six Sigma, 5S, and Agile to reduce cost-to-serve, improve profitability, and scale resilient operations. Delivered 15% YoY revenue growth, NPS 82, and attrition reduced to 2.5%.
Owned end-to-end service delivery for large-scale, high-volume operations, managing complex vendor ecosystems and internal stakeholders to ensure consistent SLA adherence and customer experience excellence. Led operational performance across inventory management, demand planning, vendor compliance, and workflow optimization, achieving >99% SLA performance and 99.7% listing accuracy while supporting 15% year-over-year revenue growth. Acted as a senior point of contact for key partners, driving performance reviews, service improvements, and change initiatives to enhance reliability, scalability, and cost efficiency. Implemented KPI frameworks and performance dashboards to provide real-time visibility into service health, risks, and opportunities. Drove continuous improvement initiatives focused on complaint reduction, process standardization, and operational resilience, reducing manual interventions by 40% and improving overall delivery quality. Led and developed cross-functional teams of 50+, embedding a strong performance culture based on accountability, customer obsession, and continuous learning. Balanced commercial objectives with service excellence in a fast-paced, ambiguous environment.
Owned end-to-end service delivery for direct-to-customer operations, consistently achieving 99.8% SLA performance across planning, warehousing, and outbound fulfilment. Led capacity and workforce planning to meet fluctuating demand while protecting service levels, cost, and customer experience. Drove continuous improvement initiatives that reduced cost per order by 18% and improved delivery reliability. Acted as a senior operational stakeholder, using KPI-led performance management to drive accountability, resilience, and a strong customer-first culture during peak and high-pressure periods.
Owned 24/7 service delivery for a large-scale, regulated operation (pharmaceutical operations), accountable for SLA performance, throughput, quality, and cost control in full compliance with GMP/GDP standards. Led performance management for 300+ colleagues and people managers, setting KPIs, driving productivity, and ensuring consistent service outcomes. Implemented structured coaching, auditing, and governance frameworks to improve execution reliability and service quality. Delivered 99.8% fulfilment accuracy, increased throughput, and reduced operating costs by 25% through Lean and Kaizen initiatives, directly supporting customer satisfaction, regulatory compliance, and commercial performance.
Owned end-to-end service delivery for FMCG client accounts, accountable for SLA performance, throughput, capacity, and cost control across inbound, storage, and outbound operations. Defined and managed operational KPIs, led capacity and workforce planning, and delivered a 10% YoY cost reduction while consistently meeting on-time, in-full (OTIF) service targets. Implemented SOPs, standard work, and quality controls to reduce service variability and improve customer experience. Built strong internal and client-facing relationships, proactively managing risks, performance issues, and continuous improvement initiatives to ensure stable, scalable service delivery.