About Tiago
Senior leader with 15+ years in Customer Success, Operations and Strategy. Ex-Farfetch Head of Customer Success & Operations, where I built and scaled teams of 30+, improved partner satisfaction by 20% and delivered 30+ cross-functional projects with direct impact on growth.
I now help scale-ups and SaaS companies as a fractional leader — bringing director-level expertise without the cost of a full-time hire. From building CS/Operations teams to optimizing processes and KPIs, I deliver results in weeks, not months.
My engagements include:
- Ops & CS Health Check (2 weeks, ~€2,500): a fast audit of processes, KPIs and bottlenecks, with a clear roadmap of improvements.
- Fractional Director (2–3 days/week, ~€6,500/month): hands-on leadership and mentoring, bringing director-level expertise without the cost of a full-time hire.
- Ops Transformation Sprint (90 days, ~€15,000): intensive restructuring of operations, KPIs, governance and automation initiatives to scale effectively.
- Customer Success Playbook (6 weeks, ~€5,000): a ready-to-use framework with onboarding flows, engagement model, KPIs and dashboards to drive retention and growth.
These packages are flexible and can be tailored to each client’s needs. My goal is to deliver measurable impact in weeks, not months.
Feel free to reach out with any questions.
English
Native or bilingual
Portuguese
Native or bilingual
Spanish
Basic
Can work on-site
Porto (up to 50km)
Experience
- Bubbly StoreCo-Founder – E-commerce BusinessOctober 2021 - May 2025 (3 years and 7 months)• Co-founded a party supplies e-commerce brand serving Portugal.• Designed and managed end-to-end operations, ensuring compliance, customer satisfaction and scalable growth.
- FarfetchHead of Operations Strategy & CSOctober 2018 - March 2024 (5 years and 5 months)• Rebuilt led Operations Strategy and Customer Success teams Farfetch, aligning processes and KPI's to business goals.• Delivered 30+ cross-functional strategic projects, including automation initiatives and organisational / governance models revisions.• Oversaw end-to-end client outcomes for key B2B luxury partners across onboarding, service delivery and satisfaction.• Revamp and led the management framework for key operations projects at Sonae MC, with direct CFO/Board engagement.• Delivered multi-million euro projects across industries at Deloitte's strategy consulting division.• Co-founded and scaled a 5-star rated e-commerce brand, managing operations, legal compliance and customer experience end-to-end.• Mentored dozens of colleagues across corporate and scale up environments — that continues up to this day.• Reported directly to the VP of Operations.• Created and scaled the Operations Strategy team (to +10 people).• Built the strategy planning cycle from scratch - from discussing priorities with leadership, to defining KPI's and delivering key projects.• Revamped the existing leadership team ways of working (routines, metrics, strategy cascading).• Delivered +30 cross-functional projects (Product, Operations, Sales, etc.) with direct impact in top and bottom line (e.g. +9% increase in conversion rate).• After that, rebuilt and led the Customer Success team for key luxury B2B partners (20+ service managers), improving satisfaction by ~20%.• Partnered with Product, Sales and Operations to deliver scalable improvements and reduce friction in customer-facing processes.
- SonaeSenior Business Advisor – Strategy & ManagementMay 2014 - October 2018 (4 years and 5 months)• Led key corporate projects and coordinated the corporate strategy planning cycle with direct Board/CEO/CFO input.• Oversaw the portfolio of strategic projects across the company.
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Education
- Post-GraduatePorto Business School2014Post-Graduate
- MSc in Industrial Engineering &FEUP2010MSc in Industrial Engineering &