Dynamic Global Operations Leader
scaling teams, processes & P&L.

P&L management of a new furniture production factory.

Designed production processes, metrics, and reporting to pilot performance.

Led production & sales teams, business development, and logistics improvements.

Drove digitization projects (invoicing, HR, admin) across the company.

Designed and implemented global ops to reinvent Acquisition, Activation, Retention & Support of Malt's 500k freelancers base.

Aligned supply processes with Malt's business needs and growth objectives.

Hired, trained, and structured teams across 7 European countries to hit new targets.

Deployed Salesforce as the main tool for supply account management; built metrics, standardized reporting via Looker visualizations dashboards.

Global P&L management focused on scalability and cost control.

Launched outsourced outbound calls provider; reduced costs by 150%.

Offshored multilingual resources to Bangalore for 24/7, multi-timezone coverage.

Built a core management layer including an internal Project Management squad (tools, data, quality) and embedded localization needs (25+ languages).

Co-designed tech roadmap: data & tooling, escalation loops to Product, operational & analytical dashboards (Looker), vendor management for comms stack (telecom, SMS, chat, Knowledge Base, surveys, Translation Management System).

Defined what Customer Service meant for Meero; built an 18-month roadmap to support hypergrowth.

Designed international, fast-scaling operating models and implemented enabling tools (Aircall, Intercom, Slite).

Structured 3 core activities and corresponding teams (70+ FTE) across Paris, NYC, Tokyo, and Bangalore Meero offices.

Defined KPIs, structured operational data, and scaled to +400% activity growth in 18 months.

Managed 300 staff; hiring/firing, performance & bonus systems; handled labor law constraints and complex cases.

Opened 6 new offices; secured 2 major government clients in 2016 (Belgium & France).

Drove +19% net sales increase; +€1.2M annual sales from premium service centers.

Owned security/IT responsibility including ISO 27001 compliance and scanning technology rollout.

Finance & legal accountability: €7M annual OPEX and P&L; cost cutting -11% in 2016; managed cashflow, audits, compliance.

Created TLScontact entities and set up service centers in 15 new locations across Africa.

Owned end-to-end on-site project management: legal/financial setup, real estate & fit-out, IT/security compliance, HR recruitment & training of ops teams.

Managed €20.1M total budget, delivered 10,300 sqm offices fitted, and hired/trained 410 staff.

Supported business development and bid writing.

Helped businesses invest in African markets: market research + suppliers / vendors selection (RFP).

Project management to deploy operations: scoping operational readiness, team setup (sourcing & hiring), and execution planning.

Built a client-facing service offering around Apple products and software implementation.

Delivered hands-on support, troubleshooting, and operational management for a small business.

Lead the rollout project of opening a new retail store in Paris.

Managing Sales team and logistics of the new store

Structuring & Leading Distributed Teams:
> hired & onboarded 500+ staff across 20+ countries
> steered department's manpower and structures to adapt to fast changing operations
> mentored teams, leaders and senior managers to grow with the business

P&L Ownership:
> managed €7M annual OPEX at Teleperformance with -11% cost reduction
> achieved -80% cost savings at Meero while maintaining service quality
> managed P&L for furniture production factory at Gadimat with 35% net margin

Process Design & Scale:
> designed production processes and metrics from scratch at Gadimat
> built global Acquisition→Retention framework at Malt
> established 18-month roadmap for hypergrowth at Meero with +400% activity scaling
> extensive experience implementing new tools to empower operations

Cross-functional Alignment:
> worked with Sales teams to customize delivery and SLAs (Teleperformance, Meero, Gadimat)
> co-designed tech roadmap with Product and Engineering teams at Meero and Malt
> rolled out company wide projects at Meero on Knowlegde, Training & Quality
> embedded localization teams into my operations (25+ languages)

Compliance & Security:
> led ISO 27001 compliance restructuring across 17 African markets
> co-production of roadmap with payment providers for KYC & AML frameworks
> supported IT security infrastructure safeguarding
> handled legal, tax, and audit compliance for regional operations

CRM:
> deployed Salesforce as primary tool for supply account management at Malt
> implemented Intercom + Aircall integrations with Pipedrive to secure workflows for acquisition, activation, and retention tracking
> customised Notion databases to use as simple CRM at Gadimat (better than paper...)

BI Dashboards:
> built operational and analytical dashboards in Looker to pilot department performance at Meero
> created standardized reporting and data visualizations at Malt
> designed metrics and reporting systems (Google Sheets + Notion) for furniture production KPIs at Gadimat

Vendor Management:
> owner & direct management of Meero's global communication tools: scope, implementation & maintenance of telecom, emails, SMS, chat, knowledge bases, surveys, TMS
> negotiated and managed vendors contracts: Aircall, Intercomn, Slite, Talent World Group, Unbabel, Jira, Airtable...
> leading RFP for outsourcing operations to BPO: scope, negotiations & implementations (SLA, QBRs, renewals, claims)

Training, Knowledge base, Localization:
> deployed 360Learning and Slite for nowledge base & training tool for all teams at Meero
> implemented custom Notion templates as core project management tool for supply teams at Malt and then at Gadimat
> embedded Translation Management System and localization workflows within my teams at Meero