Operations Lead & Project Manager at La Saison (2025-08 – Present)
- Led end-to-end client engagement, key account management, proposal preparation, budget allocation, and vendor relationships across multiple concurrent high-value client projects.
- Designed and deployed core operational frameworks, internal process workflows, proposal templates, and standardized documentation to improve service delivery consistency.
- Partnered with executive leadership to refine service offerings, pricing structures, and client experience strategies during corporate repositioning.
Operations & Client Delivery Consultant at numi.theconcept (2023-10 – 2025-08)
- Provided end-to-end operational and project delivery consulting for corporate clients across brand activations, corporate events, and spatial execution projects.
- Managed full client lifecycle independently, encompassing business development, briefing, concept development, vendor management, and budget control.
Product Manager (Platform Services & Integrations) at Farfetch (2021-10 – 2023-10)
- Gathered requirements and defined product initiatives across Platform Integrations and Internal Platform Services, collaborating directly with 3 engineering squads (~20 engineers).
- Translated merchant requirements and integration gaps into API-based solution specs for ERP, POS, OMS, and WMS platforms (including Shopify, SAP, Microsoft Dynamics 365, Cegid, and Clipper Logistics).
- Facilitated Agile ceremonies and maintained cross-functional communication between commercial, operational, and technical leadership.
- Successfully prioritized and delivered 3 major internal product launches within a competitive company-wide roadmap.
- Monitored post-launch analytics and user behavior patterns to evaluate adoption metrics and prioritize feature iterations.
Senior Customer Success Manager at Farfetch (2018-02 – 2021-10)
Key Partner Portfolio: Gucci, Burberry, Stella McCartney, Versace, Sandro Paris, Dsquared2
- Managed a high-stakes portfolio of 8 to 10 Key & Strategic Accounts (Tier 0 global luxury partners) across EMEA, APAC, and North America, overseeing account health, service delivery, retention, and account expansion.
- Prepared and presented 4 to 5 Quarterly Business Reviews (QBRs) per semester to C-Level and Director-level partner stakeholders, translating complex performance data into strategic growth plans.
- Monitored key operational metrics (NPS, Order Fulfillment Lead-Time, No-Stock rates) to proactively mitigate account risks and drive continuous service improvements.
- Drove 30+ strategic partner onboardings, 50+ global brand retail store / stockpoint rollouts, and 15 strategic partner initiatives, including leading the global in-store tech implementation for Gucci across 5 European flagships (London, Paris, Milan, Florence, Madrid).
- Served as Subject Matter Expert (SME) for Onboarding, designing documentation and training programs while mentoring approximately 10 cross-functional team members annually.
Customer Success Manager at Farfetch (2014-07 – 2018-02)
Promoted through two roles over 4 years (Partner Success Specialist to Brands Success Manager), building deep expertise in e-commerce operations, merchant onboarding, and account management within a high-growth scale-up.
- Managed the end-to-end onboarding and operational activation of 50+ brand partners onto the Farfetch platform, ensuring seamless integration and technical readiness.
- Coordinated cross-functional teams to resolve operational escalations and maintain high client satisfaction standards.
Assistant Store Manager at Sacoor Brothers (2012-11 – 2013-10)
- Supported daily retail operations, team management, and customer experience in premium fashion environments across international locations.
