Description

E-commerce Operations & Customer Experience Specialist

I am an E-commerce Operations & Customer Experience Specialist with 15+ years of experience in international online retail environments.

Within H&M’s global e-commerce organization, I worked at Head Office level as a Business Expert, acting as the interface between Customer Service and departments such as Finance, Delivery and IT.

I collaborated with stakeholders across global markets in Europe, North America and Asia, supporting cross-border alignment and operational consistency.

My focus was to ensure that processes, systems and policies were aligned with the actual customer journey — from payment and delivery to returns and customer communication.

I supported the expansion from 5 to 60+ online markets, clarified operational policies for customer service centers and contributed to international process improvements across multiple departments.

I bring a strong end-to-end perspective, combining operational structure with customer impact in complex global environments.

Currently available for remote assignments (3 days per week).

Industry field of expertise

Languages

German
Native or bilingual
Dutch
Fluent
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

The Soul Path coaching
Founder & Operations Lead
E-COMMERCE
September 2025 - Today (9 months)
Kerkrade, Netherlands
Founder & Operations Lead – The Soul Path (Online Business)
September 2025 – Present

Founder of a small online business with full responsibility for operational setup and internal process structure.

Designed workflows for client onboarding, scheduling, invoicing and financial tracking. Implemented system documentation and automated processes to ensure operational clarity and efficiency.

Responsible for daily operational management, including planning, administration and continuous process optimization.
Business Operations Workflow Design Process Implementation Organizational Development Process Optimization
H&M
Business Expert
E-COMMERCE
July 2007 - June 2024 (16 years and 11 months)
Borås, Sweden
H&M – Business Expert | Global E-commerce Operations
Borås, Sweden
July 2007 – June 2024

Acted as Business Expert within H&M’s global e-commerce organization, working at Head Office level and serving as the interface between Customer Service and key departments including Finance, Delivery and IT.

Supported international expansion from 5 to 60+ online markets by ensuring operational alignment, process clarity and consistent execution across global customer service centers.

Contributed to carrier evaluations from a customer experience perspective and helped define operational processes for payment, delivery, returns and customer communication.

Collaborated with stakeholders across Europe, North America and Asia to improve cross-border consistency and strengthen end-to-end customer journey execution.

Led quality audits within customer service centers to ensure process adherence, system clarity and operational efficiency.
E-commerce Customer Experience (CX) Process Improvement Cross-functional Collaboration International Market Expansion