Guilherme Sulz

Responsável pela gestão estratégica do relacionamento com franqueados e clientes finais (setores: Onboarding, Suporte, Relacionamento, Customer Success), com foco em performance, satisfação, padronização da experiência e crescimento sustentável da rede. Atuação direta no acompanhamento de KPIs operacionais, financeiros e de atendimento, incluindo faturamento médio, evolução por carteira, NPS, TME, TMA, SLAs, volume de chamados, planos de ação, lojas em baixa performance e indicadores de qualidade da operação. Condução de casos críticos, estruturação de planos de recuperação, melhoria contínua dos processos e interface com áreas como Desenvolvimento, Marketing, Financeiro e Jurídico, garantindo execução, alinhamento estratégico e aderência às diretrizes da rede, reportando diretamente ao COO e CEO.

Coordeno o time de Concierges Estratégicos e Analistas de Relacionamento e Performance, sendo responsável pela gestão estratégica da rede de franquias em âmbito nacional, com foco em resultados, relacionamento e padronização operacional de mais de 700 lavanderias. Atuo na definição de diretrizes, acompanhamento de KPIs e SLAs, análise de performance das unidades e conexão entre franqueados e áreas internas da franqueadora, garantindo governança, eficiência e evolução contínua do modelo de negócios.

Fui responsável pela gestão, acompanhamento e desenvolvimento da carteira de São Paulo (Capital), Guarulhos e Grande ABC, com mais de 120 franquias da Lavanderia 60 Minutos. Fazia consultoria estratégica e era a ponte que estreita o relacionamento entre a franqueadora e os franqueados da rede, acompanhando os indicadores e a performance de cada PDV.

I am currently a retail commercial leader in Paraíba, responsible for operations at points of sale and for the team of promoters throughout the state.

I acted as the second person in the sector, answering as management in cases of absence. Coordinated the store front operations team, carrying out rosters, time bank control, monitoring and directing employees to ensure that institutional processes were complied with. I performed several administrative and financial tasks related to wholesale and retail customers, such as providing guidance and guidance in case of general queries, issuing invoices, making exchanges and returns, among other activities.

I worked as a trainee in the supervision of residential and commercial condominiums, as well as clinics and other types of establishments in different segments. The company provides administration, cleaning, conservation and maintenance services to its contractors and I worked supervising the teams and ensuring the processes established in each contract.

Responsible for the workforce and for ensuring the operation of the store and achieving goals, monitoring and promoting actions related to the indicators that lead to revenue. I acted as the general leader of the store.

Acted as team leader. Planned product demand, schedules, goals and daily meetings according to the Kaizen method of continuous improvement. Responsible for developing actions focused on retail and good customer service, predicting market demands, checking and ensuring global executions and creating local strategies.

Trainer, responsible for providing support and instruction in the adaptation of new salespeople, operations teams and management staff, with an emphasis on the quality of service in pharmaceutical and convenience retail, as well as the development of appropriate management routines in the store.

I worked in convenience customer service, collecting prescriptions, instructing consumers regarding the treatment indicated on prescriptions and assisting in case of general doubts. I alternated as immediate manager and was responsible for acting as support to store leadership, guiding the team on daily routines, planning shifts, analyzing billing panels and ensuring operational execution.

Cashier, responsible for adding sales and providing final customer service, recording and receiving payment for convenience products, medicines and pharmaceutical services.

Responsible for serving PROAUTO associates and service providers, acting as an intermediary to support customers with problems with their vehicles (accidents, breakdowns, maintenance, etc.).

Curso superior tecnológico em Logística.