Vitor Muniz

Leading the mobile product strategy for the Home & Decor division of Lojas Renner S.A., managing the full product lifecycle from discovery to delivery. Responsible for transforming the App into a primary revenue driver and unifying the Omnichannel customer journey. 𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 & 𝗜𝗺𝗽𝗮𝗰𝘁: • 𝗛𝘆𝗽𝗲𝗿-𝗚𝗿𝗼𝘄𝘁𝗵 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝘆: Scaled the mobile app as a strategic sales pillar, driving a 𝟰𝟬𝟬% 𝗶𝗻𝗰𝗿𝗲𝗮𝘀𝗲 𝗶𝗻 𝗦𝗵𝗮𝗿𝗲 𝗼𝗳 𝗦𝗮𝗹𝗲𝘀 (𝗔𝗽𝗽 𝘃𝘀. 𝗧𝗼𝘁𝗮𝗹 𝗗𝗶𝗴𝗶𝘁𝗮𝗹) and expanding the 𝗶𝗻𝘀𝘁𝗮𝗹𝗹𝗲𝗱 𝘂𝘀𝗲𝗿 𝗯𝗮𝘀𝗲 𝗯𝘆 𝟭𝟬𝟰%. • 𝗣𝗿𝗼𝗳𝗶𝘁𝗮𝗯𝗶𝗹𝗶𝘁𝘆 𝗙𝗼𝗰𝘂𝘀: Prioritized features for smart inventory and dynamic pricing perception, contributing to a reported +𝟱.𝟰 𝗽.𝗽. 𝗶𝗻𝗰𝗿𝗲𝗮𝘀𝗲 𝗶𝗻 𝗚𝗿𝗼𝘀𝘀 𝗠𝗮𝗿𝗴𝗶𝗻 (𝗤𝟭 𝟮𝟬𝟮𝟱) and optimized markdown management. • 𝗖𝗼𝗻𝘃𝗲𝗿𝘀𝗶𝗼𝗻 𝗢𝗽𝘁𝗶𝗺𝗶𝘇𝗮𝘁𝗶𝗼𝗻 (𝗖𝗥𝗢): Redesigned the checkout flow and product vitrine, resulting in a 𝟭𝟱% 𝗿𝗲𝗱𝘂𝗰𝘁𝗶𝗼𝗻 𝗶𝗻 𝗳𝘂𝗻𝗻𝗲𝗹 𝗮𝗯𝗮𝗻𝗱𝗼𝗻𝗺𝗲𝗻𝘁 and a solid 𝟯𝟬% 𝘂𝗽𝗹𝗶𝗳𝘁 𝗶𝗻 𝘂𝘀𝗲𝗿 𝗲𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗺𝗲𝘁𝗿𝗶𝗰𝘀. • 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 (𝗖𝗫): Maintained app quality excellence with 𝗖𝗿𝗮𝘀𝗵-𝗙𝗿𝗲𝗲 𝗨𝘀𝗲𝗿𝘀 >𝟵𝟵% and a 𝗵𝗶𝗴𝗵-𝗹𝗲𝘃𝗲𝗹 𝗿𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻 (𝗥𝗔𝟭𝟬𝟬𝟬/𝗦𝗰𝗼𝗿𝗲 𝟴.𝟱), directly impacting customer retention and LTV. • 𝗢𝗺𝗻𝗶𝗰𝗵𝗮𝗻𝗻𝗲𝗹 𝗜𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗶𝗼𝗻: Delivered "Phygital" capabilities connecting online orders with physical store stock (Ship-from-Store), enhancing logistics efficiency and availability. 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀: • Lead cross-functional squads (Developers, QA, UX/UI, Data) using Scrum/Kanban, ensuring alignment with aggressive business OKRs. • Translate complex business goals (Revenue, Margin, CAC) into actionable technical roadmaps and user stories. • Conduct continuous Discovery and A/B testing to validate hypotheses before development, minimizing waste.

Before leading the Mobile App, I was responsible for the end-to-end Post-Purchase Journey, encompassing the entire lifecycle from order confirmation to final delivery and customer support. My focus was on operational efficiency, logistics integration, and reducing friction in CX. 𝗞𝗲𝘆 𝗣𝗿𝗼𝗷𝗲𝗰𝘁𝘀 & 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝗮𝗯𝗹𝗲𝘀: • 𝗟𝗼𝗴𝗶𝘀𝘁𝗶𝗰𝘀 & 𝗜𝗻𝗳𝗿𝗮𝘀𝘁𝗿𝘂𝗰𝘁𝘂𝗿𝗲 𝗠𝗶𝗴𝗿𝗮𝘁𝗶𝗼𝗻 (𝗖𝗿𝗶𝘁𝗶𝗰𝗮𝗹): Successfully led the product side of the Distribution Center (CD) migration, moving from a third-party structure to Lojas Renner’s internal ecosystem. • Impact: Ensured zero downtime during transition, unified logistics data, and unlocked synergy with the group’s supply chain. • 𝗖𝗫 𝗔𝘂𝘁𝗼𝗺𝗮𝘁𝗶𝗼𝗻 & 𝗦𝗲𝗹𝗳-𝗦𝗲𝗿𝘃𝗶𝗰𝗲: Implemented the "Digital Self-Service Hub," allowing customers to autonomously track orders and manage returns. Simultaneously led the migration of the Customer Service platform to Zendesk, centralizing omnichannel interactions. • 𝗙𝗶𝗻𝘁𝗲𝗰𝗵 & 𝗣𝗮𝘆𝗺𝗲𝗻𝘁𝘀 (𝗥𝗲𝘃𝗲𝗻𝘂𝗲): • 𝗣𝗶𝘅 𝗜𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻: Launched Brazil’s instant payment system (Pix) on the e-commerce platform, improving cash flow and approval rates. • 𝗚𝗶𝗳𝘁 𝗖𝗮𝗿𝗱𝘀: Developed the digital Gift Card product, creating a new revenue stream and connection between physical/digital stores. • 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗙𝗹𝗼𝘄: Restructured the entire transactional email lifecycle (order updates), improving transparency and reducing "Where is my order?" contacts. 𝗖𝗼𝗺𝗽𝗲𝘁𝗲𝗻𝗰𝗶𝗲𝘀: Order Management System (OMS), Logistics Integrations, Fintech/Payments, Zendesk, Roadmap Strategy, Migration Management.

Responsibility for the Digital Transformation of a traditional industrial machinery manufacturer (B𝟤B), leading the strategy and execution of their first Direct-to-Consumer (DTC) sales channel. I acted as an intrapreneur, building the e-commerce operation from scratch ("Zero to One"). 𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 & 𝗣𝗿𝗼𝗷𝗲𝗰𝘁𝘀: • 𝗕𝟮𝗕 𝘁𝗼 𝗕𝟮𝗖 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝘆 (𝗗𝗧𝗖 𝗣𝗶𝘃𝗼𝘁): Designed the Business Plan and operational model to launch the company's retail arm, effectively opening a direct sales channel to end consumers without disrupting existing B𝟤B distributors. • 𝗘𝗥𝗣 & 𝗢𝗠𝗦 𝗜𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻: Led the complex implementation of the Millennium (Linx) system, configuring it as the Order Management System (OMS) to orchestrate inventory, billing, and logistics within a factory environment. • 𝗖𝗵𝗮𝗻𝗴𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Bridged the gap between the industrial floor and digital retail, aligning production SLA with e-commerce delivery expectations. • 𝗙𝘂𝗹𝗹 𝗣&𝗟 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝘆: Managed the e-commerce P&L, digital marketing strategies, and logistics operations for 𝟣.𝟧+ years after the successful go-live (𝟣𝟢-month implementation project). 𝗖𝗼𝗺𝗽𝗲𝘁𝗲𝗻𝗰𝗶𝗲𝘀: New Business Development, B𝟤B/B𝟤C Strategy, ERP Implementation (Linx), Logistics, P&L Management, Digital Transformation.

I was a core member of the founding team responsible for the Greenfield Implementation of Riachuelo’s e-commerce, one of Brazil's largest fashion retailers. I participated from the initial conception phase through to the successful Go-Live and subsequent scaling, focusing specifically on critical Backoffice Operations. 𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 & 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀: • 𝗙𝗿𝗼𝗺 𝗭𝗲𝗿𝗼 𝘁𝗼 𝗢𝗻𝗲 (𝗟𝗮𝘂𝗻𝗰𝗵): Defined and structured the operational backbone required to launch the online store, integrating the new digital channel with the legacy infrastructure of a massive brick-and-mortar retailer. • 𝗕𝗮𝗰𝗸𝗼𝗳𝗳𝗶𝗰𝗲 & 𝗙𝘂𝗹𝗳𝗶𝗹𝗹𝗺𝗲𝗻𝘁 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝘆: Designed the workflows for order processing, picking, packing, and shipping (Fulfillment), ensuring the logistical operation could handle high transaction volumes from Day 𝟣. • 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 (𝗖𝗦) 𝗙𝗼𝘂𝗻𝗱𝗮𝘁𝗶𝗼𝗻: Structured the Customer Service tools and processes specifically for digital consumers, bridging the gap between physical store policies and e-commerce regulations. • 𝗣𝗼𝘀𝘁-𝗟𝗮𝘂𝗻𝗰𝗵 𝗘𝘃𝗼𝗹𝘂𝘁𝗶𝗼𝗻: After the Go-Live, I joined the e-commerce evolution squad, leading backlog prioritization for operational efficiency, reverse logistics, and warehouse management system (WMS) integrations. 𝗖𝗼𝗺𝗽𝗲𝘁𝗲𝗻𝗰𝗶𝗲𝘀: Greenfield Projects, Large Scale Retail, Backoffice Operations, Fulfillment Strategy, Customer Service Tools, Digital Transformation.

I worked at the operational heart of Brazil's largest e-commerce conglomerate, managing critical systems for brands like Casas Bahia, Ponto Frio, and Extra. My role was to bridge the gap between Business Needs, Logistics Operations, and Technical Vendors, ensuring stability and evolution for high-volume fulfillment. 𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀 & 𝗣𝗿𝗼𝗷𝗲𝗰𝘁𝘀: • 𝗠𝘂𝗹𝘁𝗶-𝗕𝗿𝗮𝗻𝗱 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀: Managed system improvements and rollouts across 𝟩 distinct e-commerce flags (including B𝟤B and B𝟤C), handling massive transactional complexity. • 𝗪𝗠𝗦 & 𝗟𝗼𝗴𝗶𝘀𝘁𝗶𝗰𝘀 𝗦𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀t: Acted as the focal point for Warehouse Management Systems (WMS), specifically overseeing Infor SCE and Uniconsult WMS. I ensured the software logic aligned with physical warehouse demands. • 𝗘𝗥𝗣 𝗜𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗶𝗼𝗻: Validated integrations and data consistency within Infor LN and SIGE (Uniconsult) ERPs, guaranteeing that inventory and order data flowed correctly from purchase to shipping. • 𝗩𝗲𝗻𝗱𝗼𝗿 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Led the technical relationship with external software providers, translating business requirements into technical specs for development. • 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 (𝗦𝗔𝗖) 𝗧𝗼𝗼𝗹𝘀: Supported the evolution of internal customer service platforms to improve agent efficiency. 𝗧𝗲𝗰𝗵 𝗦𝘁𝗮𝗰𝗸: WMS (Infor SCE, Modulo WMS), ERP (Infor LN, SIGE), Supply Chain Logic, System Integration.

I worked within the technology team of BrandsClub, a leading private sales club in Brazil (part of the Buscapé Group). My role was to ensure the stability and efficiency of the core ERP system that powered the entire e-commerce operation, from inventory arrival to invoicing and shipping. 𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀: • 𝗘𝗥𝗣 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 (𝗙𝘂𝗹𝗹-𝗦𝘁𝗮𝗰𝗸): Managed the SIGE (Uniconsult) ERP ecosystem, overseeing critical modules: WMS (Warehouse), Supply Chain, SAC (Customer Service), Operations (GTE), Finance, and Fiscal/Tax. • 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗖𝗼𝗻𝘁𝗶𝗻𝘂𝗶𝘁𝘆: Guaranteed system uptime and data integrity for daily batch processing jobs and integrations, ensuring orders were processed without friction during high-volume flash sales. • 𝗣𝗿𝗼𝗰𝗲𝘀𝘀 𝗢𝗽𝘁𝗶𝗺𝗶𝘇𝗮𝘁𝗶𝗼𝗻: Acted as a bridge between operational users and technology, identifying system gaps and proposing functional improvements to reduce manual work and bugs. • 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁: Provided Tier-𝟥 support for complex operational issues, troubleshooting logic errors in billing and logistics flows. 𝗦𝗸𝗶𝗹𝗹𝘀: ERP (SIGE/Uniconsult), Supply Chain Management, Fiscal Logic (NFe), Warehouse Management Systems (WMS), SQL/Data Analysis.

I worked as a specialist consultant leading the implementation of ERP solutions (GZ Merco Flex/Super, BI, Accounting) for retail automation clients across Brazil. My role was to digitize and optimize client operations, from POS (Point of Sale) to Backoffice functionality. 𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀: • 𝗜𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 𝗟𝗶𝗳𝗲𝗰𝘆𝗰𝗹𝗲: Managed the end-to-end implementation projects, from requirement gathering and "As-Is/To-Be" process mapping to final system configuration and Go-Live. • Business Analysis: Deeply analyzed client workflows (Financial Management, Inventory Control, Supply Chain, Purchasing) to adapt the software to their needs and drive operational efficiency. • 𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴 & 𝗖𝗵𝗮𝗻𝗴𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Developed training materials and led workshops for internal teams, resellers, and end-clients nationwide, ensuring successful adoption of the new systems. • 𝗣𝗿𝗼𝗷𝗲𝗰𝘁 𝗚𝗼𝘃𝗲𝗿𝗻𝗮𝗻𝗰𝗲: Applied best practices from PMI (Project Management), ITIL, and COBIT to organize the rollout schedule and ensure quality delivery. 𝗖𝗼𝗿𝗲 𝗦𝗸𝗶𝗹𝗹𝘀: Business Process Mapping (BPM), ERP Implementation, User Training, Stakeholder Management, PMI/ITIL Standards, Retail Automation.

Started my career building a solid technical foundation in IT Infrastructure and Logistics Systems (TMS/WMS) for a major transportation company. I coordinated the Support Team and managed the connectivity and hardware for the Headquarters and remote branches. 𝗞𝗲𝘆 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀: • 𝗜𝗻𝗳𝗿𝗮𝘀𝘁𝗿𝘂𝗰𝘁𝘂𝗿𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Oversaw the company’s entire IT backbone, managing Linux Servers (Squid, Firewall, Cups), Windows Server environments, and Citrix Metaframe for remote access standardization across branches. • 𝗟𝗼𝗴𝗶𝘀𝘁𝗶𝗰𝘀 𝗦𝘆𝘀𝘁𝗲𝗺𝘀 (𝗧𝗠𝗦/𝗪𝗠𝗦): Supported core logistics software (MK Transportation tech) and participated in the critical migration/implementation of TOTVS Logix ERP. • 𝗠𝗼𝗻𝗶𝘁𝗼𝗿𝗶𝗻𝗴 & 𝗦𝗲𝗰𝘂𝗿𝗶𝘁𝘆: Implemented proactive monitoring with Nagios and established Information Security protocols and structured cabling standards. • 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽: Coordinated the Service Desk / Support team, ensuring SLAs for internal users were met. 𝗖𝗼𝗿𝗲 𝗧𝗲𝗰𝗵 𝗦𝘁𝗮𝗰𝗸: Linux Administration, Network Infrastructure, TOTVS Logix / Microsiga Protheus, Citrix, Nagios, TMS/WMS Support.