Head Of Customer Experience

• Feb 2021 - Present

Consultant

• Jan 2014 - Present

Independent consultant working worldwide with relevant external partners such as Douglas Perfumery (Spain & Germany), Luxetalent (Spain), Nuba Travel (Spain- Mexico), Atlético de Madrid, Intropia (Spain) Scalpers (Spain), Havaianas (Spain), Tan & Brown (Australia- Indonesia- Singapore), The Ampersand Store (Bali), Henkuai (Spain & China), Miracom (UK, Russia, Mexico and UK), Thecapsoul (Spain)Areas worked:Skills training: WOW Customer Service, Leadership, Retail Agile, KPIS, Day a day management in store.Business strategy: on/ off@ Performance strategy and follow-up.Retail Expansion.Design, implementation and follow-up of new processes oriented to results.

Retail Trainer

• Jul 2014 - Jan 2021

Board Member - Global Sales Director (Retail & Ecommerce)

• May 2015 - Feb 2019

Reporting to the Owner of the company, responsible for developing and overseeing the development of Intropia´s market strategy, goals, revenues and key objectivesBuilt and implemented budget plan (Retail, E-commerce and Clearance stock)Negotiated with Key Retailers and external partners by engaging them(El Corte Ingles, wholesale, Bloomingdales, Printemps, Vente Privee, Showroom Privee…)Lead, trained, coached, mentored, engaged and built teams to be high performing (Retail-Physical-E- commerce- Customer Service)Ensured business performance. KPI weekly and daily follow-up.Identified customer needs per market.Worked hand on hand with Marketing: commercial actions, promotions, pricings, trends, events, Digital and VM.

District Manager - Spain & Portugal

• Mar 2014 - Mar 2015

Reporting to the Director of Concessions, responsible for all aspects of 18 stores management: responsible for recruiting, developing, coaching and training the staff in collaboration with the Regional Coordinator being in addition responsible for the merchandise, inventory meeting all operational budgets by providing and maintaining a proactive business planLaunched Accessories fashion brand in Spain & Portugal (18 shop in shops)Implemented Go-to marked strategy.Business performance follow-up: Kpis, action plan, drivers…Drived market share growth: 15 shop in shops opened.Developed a strategic commercial plan. Lead and coached the team to ensured performance.

Sales Director, International Retail Stores (Asia, America & Europe)

• Feb 2013 - Dec 2013

Responsible for strategic Direction 23 Retail Fashion stores WW, 1 Shop in Shop & 4 Franchises reporting to the Managing DirectorLeaded and built a team of 150 people with 5 direct reports (Area Managers), Recruitment & Headhunting, Talent Acquisition, Performance Management, Training ManagementCreated and developed the Go-to-market strategy, local plans, negotiation and follow-up with external partners.Proactively look for opportunities an ideas in different markets.Worked wit marketing to built the value proposition per market.Negotiated yearly: €25 M goal and seasonal assortmentsManaged 23 Retail POS: Paris (3), London (4), Mexico (9), Chile (4), Singapore (3)Created a new structure and strategic direction for International stores: business metrics (goal, Kpis, training…)

Sales Training Manager, Spain

• Feb 2009 - Feb 2013

Lead Route to Market Training strategy (Retail, Prosumer & Telecom) Negotiated Training plan with key partners.Designed quarterly training proposal and negotiated budget with EU.Interfaced between EU central training team on overall program management Event management - both external and internal for all Sales Training activities.Quarterly Business review ManagementBuilt tools and processes to optimize training management: dashboards, financial guidelines, logistics, reporting.Coached our Apple premium sellers.Launched 3 iPad generations (over 3000 people trained)

Retail Development Coordinator, Spain & Portugal

• Jul 2004 - Feb 2009

Retail Development CoordinatorSept.06- Feb 09Reporting to the Retail Country manager, responsible for 40 points of sale (Spain & Portugal) including Sales, marketing, events, branding, training, working with the EU team.• Client Portfolio Management: Responsible for Sales Collection of MW & WW Polo Ralph Lauren Collections: ECI, Cortefiel, Loja Das Meias, Furest, Country Store…• Planning and analysis of 40 Points of Sales, based on budget, sales results, visual impact, client profile, competitors research, location and capacity of corners• Client account management responsibility: deliveries, sales, collects, and Marketing actions• Selection of key items, volume drivers and core-looks to cover specific market needs. Close partnership with Planning, Marketing and NY Design departments• Management of 5 people in store • Management of shop in shop openings and refurbishments• Management and campaign follow-up of seasonal buys (sell in/ sell out) including deliveries, forecast, and analysisMerchandising Coordinator Jul. 2004– Sept. 2006• Responsible for Top Specialty stores across Spain & Portugal• Launch and Development of the “Visual Merchandising in Specialty Stores” Program, being responsible for the coordination of the product strategy, price and distribution as well as new business opportunities across Spain and Portugal• Mgmt of a Virtual team on sales skills, reporting, merchandising and branding (80 sales staff)• Coordinating the opening, refurbishment and maintenance of points of sale • Management of events (European meetings, openings, promotions and special actions such as Christmas, Halloween, Thanksgiving…)• Development and follow up of loyalty client strategies (CYO, Black Label Spain Introduction at American Embassy…)• Items selection for Promotions• 100% achievement of bonus every year: 3M € target per season on avg.

Womens Wear Manager

• Sep 2002 - Jul 2004

Achieved a +40% increase in sales over budget.Established sales goals.Developed and implemented sales plans to expand local network.Monitored the performance of the team focusing on motivation and engagement Achieved a +40% increase in sales over budget.Established sales goals.Developed and implemented sales plans to expand local network.Monitored the performance of the team focusing on motivation and engagement

Sales assistant

• Feb 1999 - Aug 2002

Provided a WOW Customer service at all times.Developed and built strong customer relationships. Provided a WOW Customer service at all times.Developed and built strong customer relationships.