Marta Pujol

Lead and own the South Europe Wholesale channel (Spain, Italy & Greece) end-to-end, alongside full autonomy over flagship retail operations. Drove +50% business growth across South Europe by expanding wholesale channel, strengthening strategic partnerships and identifying new market opportunities. Improved sell-out performance through trade marketing initiatives and closer distributor management. Owned commercial strategy end-to-end: forecasting, negotiations and key account management. Optimized distribution and drove brand growth across key South European markets.

Lead the retail department strategy and operations across three of the brand's four stores, overseeing planning, openings, and performance to ensure alignment between brand vision, customer experience, and business goals. Key Achievements:

• • Led all retail pillars — strategy, operations, expansion, marketing, people, and customer experience.

• • Achieved +20% sales growth YoY through local activations, retail marketing initiatives and team performance.

• • Built and led 7–8-person retail teams, fostering engagement, development, and results.

• • Improved store performance and customer conversion through stronger visual merchandising and operational excellence.

Restructured the Customer Support department, introducing scalable processes and automation. Implemented AI tools and a 24/7 Help Center to elevate customer experience. Key Achievements:

• • Automated 40% of customer service workflows, reducing costs by 75%.

• • Achieved NPS > 60, CSAT > 4.7, response < 2h, and resolution < 8h.

• • Streamlined the team from eight to two in-house specialists.