Ana-Maria Ciobanu

În calitate de Co-Fondator, după etapa de lansare și scalare operațională a celor două Business Units (Studio Esthétique și Serenity HeadSpa), în care am deținut rolul de Chief Operating Officer (COO), am preluat rolul de Chief Executive Officer (CEO), având responsabilitatea definirii viziunii, strategiei globale și a creșterii sustenabile a brandurilor, într-un model multi-site (Iași, București, Brașov, Suceava). Misiuni principale: Definirea viziunii, direcției strategice și obiectivelor pe termen mediu și lung. Coordonarea și supervizarea tuturor funcțiilor cheie: operațiuni, financiar, HR, marketing, logistică. Luarea deciziilor strategice privind investițiile, extinderea geografică și dezvoltarea de noi servicii și linii de produse. Crearea și validarea strategiei de marketing și branding: poziționare, concepte de campanii, comunicare digitală & offline, lansări comerciale. Guvernanță financiară: validarea bugetelor, monitorizarea performanței globale, profitabilitate și alocarea resurselor. Dezvoltarea și consolidarea parteneriatelor strategice (furnizori cheie, distribuitori, parteneri instituționali). Reprezentarea brandurilor în relația cu parteneri, investitori, presă și actori relevanți din industria beauty & wellness. Supervizarea conformității legale, fiscale, de sănătate & securitate și a reglementărilor cosmetice. Monitorizarea KPI-urilor la nivel de grup și ajustarea strategiei în funcție de performanță. Raportare strategică și decizie finală asupra direcțiilor de dezvoltare ale Business Units. Competențe dezvoltate: ✔ Leadership executiv & viziune strategică ✔ Antreprenoriat & guvernanță corporate ✔ Strategie de creștere & expansiune multi-site ✔ Business & financial management (bugete, P&L, KPI) ✔ Strategie de brand & marketing integrat ✔ Negociere & parteneriate strategice ✔ Conformitate legală, fiscală & reglementară

Chief Operating Officer – Business Unit Studio Esthétique & Serenity HeadSpa (powered by DHV) Context: Following the launch of the two Business Units (Studio Esthétique and Serenity HeadSpa), I took on the COO role to drive their development and expansion across multiple cities (Iași, Bucharest, Brașov, Suceava). Key responsibilities: Defining and implementing the multi-site growth and expansion strategy. Recruiting, training and motivating teams (therapists, beauticians, team leads). Leading training programs and professional development to ensure service standardization. Managing logistics and procurement: selecting and deploying equipment, aesthetic & wellness devices, furniture, cosmetics suppliers. Creating and supervising marketing strategy: campaign concepts, brand positioning, digital & offline communication, commercial launches. Overseeing daily operations: planning, internal processes, KPI monitoring. Financial management: budgets, P&L, cost optimization, profitability. Negotiating contracts with suppliers and strategic partners. Implementing compliance procedures (taxation, health & safety, cosmetic regulations). Reporting directly to founders and contributing to strategic decisions. Skills developed: ✔ Leadership & multi-site team management ✔ Growth & expansion strategy ✔ HR: recruitment, training, performance management ✔ Logistics & procurement (equipment, devices, suppliers) ✔ Business & financial management (P&L, KPI, budgets) ✔ Marketing strategy & execution ✔ Negotiation & strategic partnerships ✔ Legal & regulatory compliance

French-speaking project: Leading Digital Solutions Provider in Occupational Health Detailed responsibilities: Ensured commercial and operational support for a portfolio of key accounts. Supported the transition of projects to the Service Center (onboarding, handover, post-deployment follow-up). Presented and explained software evolutions (product roadmap, new features, regulatory updates). Organized and facilitated follow-up committees (COSUI): preparing materials, leading discussions, KPI reporting and monitoring action plans. Advised clients for optimal and tailored use of the solutions. Presented and proposed tailored support offers and complementary services adapted to each client’s context (healthcare, industry, public sector, inter-company). Coordinated interventions in case of incidents with Support, Production and Product teams. Maintained deep knowledge of client accounts to anticipate needs and ensure continuity of the relationship. Provided functional support to understand different client contexts (inter-company, public sector, private sector) and resolve minor tickets directly. Developed a technical understanding of deployments to better organize and ensure the follow-up of software updates. Connected and coordinated all internal stakeholders (Support, Production, Product, Product Committee) with the client to manage evolution projects and ensure their success. Collected and escalated client needs to contribute to continuous improvement of the solutions. Strengthened long-term relationships through client loyalty and retention. Skills developed: ✔ Functional support & minor ticket resolution ✔ Organizing and facilitating follow-up committees (COSUI) & KPI reporting ✔ Client knowledge & commercial approach (upsell, cross-sell, tailored services) ✔ Internal stakeholder coordination & evolution project management ✔ Clear communication on software and regulatory updates ✔ Continuous improvement & client relationship management

Project Manager – Studio Esthétique & Serenity HeadSpa Context: Oversaw from scratch the launch of two new Business Units in the beauty & wellness sector – Studio Esthétique (aesthetic centers) and Serenity HeadSpa (the first exclusive HeadSpa concept in Romania). Key responsibilities: Full project management for new openings: site scouting, lease negotiations, budget planning and timeline control. Coordinated cross-functional teams (architecture, renovations, equipment suppliers, recruitment). Built IT infrastructure (network, security) CRM & POS/booking, with end-to-end accounting integration (automated exports, VAT) Designed and implemented operational processes and internal procedures. Selected and integrated international suppliers for equipment and cosmetics. Designed and executed marketing strategies (branding, teaser campaigns, online & offline communication). Monitored project timelines ensuring cost, quality and time objectives were met. Reported directly to founders and stakeholders.

Key responsibilities: Operational management of a user portfolio for a major global aerospace & defense group (80,000+ employees). Managing ITIL processes (Incident, Problem, Change, Access Management). Monitoring SLAs, analyzing KPIs and producing regular reports for the client. Active participation in COTECH (Technical Committees) with the client to review KPIs, drive continuous improvement and ensure proactive communication. Coordinating N1/N2/N3 teams to guarantee fast incident resolution. Contributing to process optimization and continuous service improvement. Regular on-call duties (astreintes) to ensure 24/7 service continuity. Skills developed: ✔ Operational management of international client accounts ✔ Leading and facilitating technical committees (COTECH) ✔ SLA monitoring & reporting ✔ ITIL processes (Incident, Problem, Change, Access) ✔ Continuous improvement & cross-team coordination

French-speaking project – Major international aerospace & defense group (80,000+ employees) | Hybrid model Key responsibilities: Level 1 technical support for a major international aerospace & defense group (80,000+ employees) as part of a French-speaking project. Managed incidents, requests and access through ITSM tools, in line with ITIL processes. Monitored SLAs and updated tickets according to service standards. Escalated issues to N2/N3 teams and coordinated resolution. Took part in COTECH (Technical Committees) with the client for KPI reporting and continuous improvement. Contributed to support process optimization. Regular on-call duties to ensure service continuity. Skills developed: ✔ Technical support & incident resolution (Level 1) ✔ ITIL processes (Incident, Problem, Change, Access) ✔ SLA monitoring & reporting ✔ Professional communication in French ✔ Continuous improvement & cross-team collaboration

Bonpoint, the only French Couture House for children for over 40 years, is a global reference in luxury prêt-à-porter, with more than 120 boutiques across 29 countries. Key missions & achievements: Delivered personalized, high-standard service to an international and VIP clientele. Provided expert sales advice and presented luxury prêt-à-porter collections. Managed digital and phone orders for regular clients. Ensured client relationship management through CRM tools and digital communication. Contributed to daily store operations: restocking, visual merchandising, stockroom organization, inventories. Consistently achieved and exceeded individual sales targets. Prepared and sent daily sales reports to management. Skills developed: ✔ High-end sales & personalized client advisory ✔ Management and loyalty-building with international clientele ✔ Proficiency in digital tools & CRM ✔ Attention to detail and operational excellence in luxury retail ✔ Strong teamwork and results orientation