Henrique R.

Led post-acquisition operational stabilisation and systems adoption across two luxury retail locations in Venice, aligning frontline execution, performance reporting, and operating standards with regional and global leadership priorities. Selected Highlights: - Stabilised two newly acquired stores within the first month of transition by restructuring staffing coverage, service routines, stock flow, and daily operating controls, restoring consistent customer experience and operational performance. - Delivered CRM and POS implementation across both sites, replacing manual processes with structured digital reporting and improving data quality, visibility, and leadership oversight. - Built store-level change and training routines that embedded new operating standards and system usage across a 6-person team, driving sustained adoption after go-live. - Established weekly performance readiness reporting for senior leadership, providing clear visibility into service quality, system adoption, and post-integration risk.

Managed end-to-end delivery of a private product launch, designing the operating model and partner ecosystem required to stabilise execution and prepare the brand for market entry. Selected Highlights: - Built and led a multi-country partner network of specialist suppliers, replacing a single agency model with a modernised delivery structure covering manufacturing, product design, branding, and creative production. - Re-designed the product delivery and governance model following a strategic reset, introducing milestone controls, quality gates, and structured cost workflows to restore delivery momentum and reduce execution risk. - Implemented delivery performance tracking across turnaround times, revision cycles, and milestone completion, providing early visibility into delivery stability and operational risk.

Directed operational execution and digital enablement, strengthening CRM adoption, omni-channel client engagement, and performance routines to support revenue growth and service quality. Selected Highlights: - Drove double-digit performance improvement, delivering a 13% increase in in-store revenue and 22% growth in online sales by embedding commercial priorities into daily operating routines and client engagement workflows. - Built structured CRM usage and client follow-up routines, enabling remote and at-home selling models and significantly improving consistency of client engagement and pipeline visibility. - Redesigned service, transaction, and stockroom workflows, cutting repair turnaround from months to weeks while reducing complaints and disputed transactions during peak periods. - Supported operational realignment during an executive leadership transition by updating service standards, reporting cadence, and performance metrics.

Drove operational continuity and rapid digital adoption during store disruption, embedding new CRM, POS, and service workflows to stabilise performance and reporting. Selected Highlights: - Launched virtual appointments and click-and-collect services with compliant online payments and a WhatsApp-based client catalogue, sustaining client engagement and sales while reducing complaints and cancellations during store closure. - Accelerated CRM and POS adoption through structured training and usage standards, taking system use from zero to full team adoption within months and reducing transaction and reporting errors by 60-80%.

Built and launched the operational and systems foundation for a new direct-to-consumer service, enabling reliable order fulfilment and scalable customer support from day one. Selected Highlights: - Designed and implemented end-to-end operating workflows across Shopify, order processing, supplier coordination, and customer communications to support live trading at launch. - Reviewed and optimised fulfilment and partner workflows post-launch, reducing manual rework and customer inquiries while improving delivery reliability and scalability.

Oversaw daily store operations, staffing, and governance, ensuring audit readiness, internal controls, and consistent compliance with brand operating and reporting standards.

Drove KPI-led buying and inventory governance, contributing to six-figures in revenue growth, maintaining stock loss below 1%, and introducing performance dashboards to support monthly financial and operational reviews.