Skill Assessments This user has not passed any tests yet Languages English - Fluent People also viewed * [![Gahima Brenda](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_71811_1784707261.jpg) Gahima Brenda Operations & Administration Professional](https://jobicy.com/u/id71811.md) * [![Diego Alfaro](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/06/avatar_68969_1782694037.jpg) Diego Alfaro Team Lead in Customer Service, Operations and Process Management](https://jobicy.com/u/id68969.md) * [![Ammi reddy Tetala](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_71637_1784644095.jpg) Ammi reddy Tetala IT Manager](https://jobicy.com/u/id71637.md) * [![Predrag Milenkovic](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/05/avatar_64518_1779685643.jpg) Predrag Milenkovic Senior IT Project Manager](https://jobicy.com/u/id64518.md) * [![Sebastián Rendón Vahos](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_71533_1784588819.jpg) Sebastián Rendón Vahos Técnico/a de Proyectos Culturales](https://jobicy.com/u/id71533.md) * [![Angela Sittaro](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_70311_1784548145.jpg) Angela Sittaro Building 0→1 systems for global teams, now with AI | Internal Enablement | Operational Excellence |](https://jobicy.com/u/id70311.md) * [![Irina Gangurde](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_16086_1784537368.jpg) Irina Gangurde Operations Specialist & Customer Experience | Coordination, Onboarding & Executive Support | Remote](https://jobicy.com/u/id16086.md) * [![Lykka Mae Vergara](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_71387_1784482115.jpg) Lykka Mae Vergara Supply Chain & Procurement Analyst](https://jobicy.com/u/id71387.md) [All talent ↗](https://jobicy.com/talent.md) * [Overview](#overview) * [Portfolio](#portfolio) * [Services](#services) ## About Me I am an operations leader with more than 20 years of experience helping SaaS, e-commerce, and technology-enabled businesses scale sustainably. I specialize in turning strategy into execution, building the processes, systems, and team structures that improve performance and support growth across multiple markets. Throughout my career, I have led operational transformation, customer success, IT operations, and cross-functional delivery with a strong focus on measurable outcomes. I have a track record of reducing customer attrition, improving service reliability, and driving revenue growth even in challenging market conditions. I enjoy working across operations, marketing, product, and customer-facing teams to create alignment, accountability, and long-term commercial impact. I bring a calm, structured, and hands-on leadership style, and I am comfortable operating at both strategic and execution levels to solve complex business problems. Notice Period: Immediate ## Skills ### [Project Management](https://jobicy.com/talent/project-management.md)[SaaS](https://jobicy.com/talent/saas.md)[Business Development](https://jobicy.com/talent/business-development.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Customer Success](https://jobicy.com/talent/customer-success.md)[Reporting](https://jobicy.com/talent/reporting.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Change Management](https://jobicy.com/talent/change-management.md)[SEO](https://jobicy.com/talent/seo.md)[Performance Management](https://jobicy.com/talent/performance-management.md)[Email Marketing](https://jobicy.com/talent/email-marketing.md)[Marketing Strategy](https://jobicy.com/talent/marketing-strategy.md)[Infrastructure](https://jobicy.com/talent/infrastructure.md)[Event Management](https://jobicy.com/talent/event-management.md)[People Management](https://jobicy.com/talent/people-management.md)[Logistics](https://jobicy.com/talent/logistics.md)[Customer Acquisition](https://jobicy.com/talent/customer-acquisition.md)[Pricing Strategy](https://jobicy.com/talent/pricing-strategy.md)[Supplier Management](https://jobicy.com/talent/supplier-management.md)[Service Delivery](https://jobicy.com/talent/service-delivery.md)[Process Design](https://jobicy.com/talent/process-design.md)[Retention](https://jobicy.com/talent/retention.md)[Order Processing](https://jobicy.com/talent/order-processing.md)[IT Operations](https://jobicy.com/talent/it-operations.md)[Google Adwords](https://jobicy.com/talent/google-adwords.md)[feasibility studies](https://jobicy.com/talent/feasibility-studies.md)[Email Marketing Strategy](https://jobicy.com/talent/email-marketing-strategy.md) ## Experience Head of Operations & IT @ RetailTribe Jan 2019 - Present Owns end-to-end operational and IT strategy across the organisation, ensuring stability, scalability, and consistent service delivery. Designed standardised business processes, led product and platform upgrades, established governance frameworks and KPI reporting, and managed IT infrastructure and vendor relationships for a distributed global team. Marketing Manager @ RetailTribe Jan 2016 - Dec 2018 Executed customer acquisition and growth initiatives after operational stabilisation. Collaborated with operations and product teams to align go-to-market activity with delivery capability and supported strategic commercial planning and campaign execution. Global Operations Manager @ RetailTribe Jan 2014 - Dec 2016 Led a mid-sized global operations team responsible for service delivery, performance, and client satisfaction across multiple markets. Reduced customer attrition from over 10% to below 3% through process optimisation and proactive client management. Senior Community Director @ RetailTribe Oct 2010 - Dec 2014 Managed 100+ key customer accounts as strategic advisor and primary relationship owner. Increased client revenue through improved marketing strategy and deeper platform utilisation while driving retention and upsell. Online Retail & Operations Manager @ Sunshine Garden Services Feb 2008 - Feb 2010 Owned online retail operations, customer service, order processing, logistics, reporting, and team management. Grew annual turnover by £350,000 during the global financial crisis, launched Google AdWords campaigns, and managed SEO, website content, supplier relationships, and stock procurement. New Business Development Manager @ Life Enhancement Holdings Aug 2006 - Apr 2007 Supported early-stage and previously disadvantaged entrepreneurs by developing business and operational skills, implementing marketing strategies, creating feasibility studies, and providing hands-on coaching. Senior Event Manager @ Major Tom Feb 2005 - Jul 2006 Led and coordinated teams of 40+ staff in high-pressure event environments. Managed end-to-end operations, logistics, and execution for national concerts and major sporting events attended by 20,000+ patrons. ## Education University of Pretoria Jan 2005 - Nov 2007 Bachelor's Degree, Entrepreneurship and Business Management Awarded Golden Key This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.