Henrique Ermida

About Me

Who am I?

I’m a father of twins (Mel & Diogo), ex-rugby player, Anglia University Alumni (Cambridge), and a devoted Senior Manager with 15+ years management experience in several areas. I have worked in projects, for companies such as IBM, Google, Accenture, TELUS International, Zazzle, Apple and Unilever.

Furthermore, I have successfully managed several projects across all areas, including B2B/B2C Service Operations, Marketing, E-Commerce, Rich Media, Android Apps, F&A, among others.

From 2019-2022, in addition to my daily tasks of Marketing Director and member of the board, I took on several additional responsibilities to help the company, in areas where my expertise could add value. These roles included Project Management, Product Owner (for an app) and due to my background in HR (bachelor) and multilingual skills, I worked alongside HR to help the Department source new candidates, acting as an interim Talent Acquisition Manager.

In 2023, I have embraced a role as a Senior Advisor and Business Developer Manager for the Portuguese Market.

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Experiences

Prepare, manage and deliver the Marketing and Communications budget
Assess and forecast financial performance, including comparison of actuals to budget, consider outlook, and manage activity to deliver agreed financial outcomes
Prepare for monthly financial results and forecast meetings with the Finance Team
Act as the strategic lead and manage and deliver the organisation’s media and PR strategy, including responsibility for all major PR campaigns
Act as the strategic lead for all media engagement, pro-active and re-active, and provide appropriate support, training and resources for senior internal spokespeople
Oversee the development and implementation of internal communications policies and procedures
Act as the strategic lead for all marketing and advertising campaigns and activities in line with the business objectives
Manage the production and dissemination of all marketing and communications material across all departments in line with the established style and branding guidelines
Responsible for facilitating and improving the company's relations with other businesses
Oversee the nature and tone of content, and adherence to branding, across the organisation’s digital channels, in consultation with the CEO
Designing client service procedures and researching growth opportunities
Manage and supervise the Marketing and Communications team, in line with relevant employment law and policies, to enable them to perform their duties effectively
Set objectives and manage performance, including appraisals
Delegate responsibility for tasks, where appropriate, and oversee progress
Identify and support development needs to enable staff to fulfil their potential
Recruit and select team members to meet organisational needs consistent and inline with legislation, policies and procedures
As a Project Manager (PM) and Product Owner I’m also responsible for planning, organizing, and directing the completion of specific product that should hit the market by EOY in 2022 (iOS, Android, and Web versions), while ensuring we’re on time, on budget, and within scope. By overseeing this complex project I have the potential to shape the trajectory, help reduce costs, maximizing the company efficiencies, and increase revenue, during the 5 phases of this product “life cycle”. The go-to-market phase, will also be part of my role, but in the Marketing Director capacity.
As an HR Partner & Talent Acquisition Manager, I coordinated with hiring managers to identify staffing needs, determine selection criteria, source potential candidates through online channels (e.g. social platforms and professional networks), planned and executed interviews, including screening calls, assessments and in-person interviews (in multiple languages).

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Head of Marketing & Digital || Marketing & Communication| Marketplaces| eCommerce| CRM| PM

Impetus Portugal Texteis S.A

May 2016 to October 2019

Esposende

Portugal

Own the Business and set clear OKRs
Oversee the financial aspects of team including purchasing, budgeting & budget review
Lead digital transformation through a complex service delivery organisation continuously improving the effectiveness
Lead resource planning, management, reporting and coordination of projects/initiatives to deliver change in line with availability and business requirements.
Lead end-to-end delivery digital projects, including technology delivery, and change management required to improve, implement and embed digital systems, IT infrastructures and processes
Lead digital planning, including IT projects and the allocation of staffing resources
To maximise revenue through its e-commerce channel and ensure that its online technical and consumer programmes incorporate the latest industry developments
To develop and implement e-commerce strategy to maximise revenue and ensure the highest standard of customer service
To manage, develop and care for e-commerce sales, fulfilment and Company Image
To set the strategic direction for all e-commerce activity across all 4 shops and marketplaces
Analyse and understand growth structures (strategically and operationally) as well as execute on growth initiatives that contribute to significant sales
Execute marketing analytics (CAC, LTV, Payback Period) and define actions to implement based on results
Plan and execute end-to-end demand generation programs that go beyond impressions and clicks and directly result in conversions and customer including SEO, PPC, email, social media, webinars, demand generation tools, and multi-channel lead nurturing campaigns to generate monthly revenue.
To manage the relationship with the e-commerce platform provider
To ensure that the e-commerce elements on the website are fully functional at all times and meet customer needs
To identify industry best practice and recommend appropriate changes
Ensure best practices and processes across the digital team for the consistent delivery of projects
Develop on-going plans for delivery activities and manage any allocated resources to ensure that the team delivers to committed tasks
Research solutions and make recommendations for the improvement of systems and infrastructure
Ensure teams are delivering to a common plan and purpose, and that risks and issues are well-managed
Manage and coordinate key digital principles, including person centred design, prototyping and agile delivery in a sensitive and complex fast-paced Textile environment

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Head of Customer Service & Quality Assurance Global CS Process Transition Lead
200+ FTEs (San Francisco and Cork)
Customer Service and Quality Processes Rollout Manager
Develop and manage processes that foster a culture of protecting the Zazzle brand through responsibly-sourced quality merchandise that spans all categories distributed through Zazzle's owned and operated channels and wholesale partners
Maximize lifetime value through higher product adoption with exceptional customer service and focus
Develop and deliver strategies in collaboration with cross-functional members that meet or exceed financial goals
Drive new business growth through greater customer advocacy and reference-ability
Serve as a customer advocate in driving industry best practices
Ensure effective monitoring of operations and risk
Be a Trusted Advisor to the Customer and contribute thought leadership and best practice
Maintain senior level relationships across all functions of the business
Effectively articulate the customer’s current and future business priorities
Develop and implement customer service policies in the organisation

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Google gTech Partners Project Manager
Translate strategic goals into tactical operational strategy and direction
Regularly interaction with senior management, concerning cross-functional areas and responsibilities
Develop and manage a detailed project schedule and work plan
Clearly communicate updates on performance against targets and objectives, to senior management and executives
Establish operations objectives and delegate tasks and responsibilities where appropriate
Measure project performance to identify areas for improvement
Develop all level of employees within organisation, to ensure successful succession
Planning, employee development and employee engagement
Drive continuous process improvements / initiatives, to increase productivity, improve customer satisfaction (CSAT), Turn Around Time (TAT) and consistently meet business KPIs
Participate in global reviews of the organisational tools, performance, policies and procedures to ensure continuous improvements and standardisation across sites globally

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Google DoubleClick Rich Media Ad Serving
Project Management Rollout
Vendor Quality Program Rollout
QBR Management and Presenter
OKRs and KPIs monitoring
RAID Risk Assessment & Forecasting
Maintain constant communication with management, staff, and vendors to ensure proper operations of the organization
Develop, implement, and maintain quality assurance protocols
Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacity
Actively pursue strategic and operational objectives
Ensure operational activities remain on time and within a defined budget
Track staffing requirements, hiring new employees as needed
Lead, motivate, and support a large team (100+ FTEs) within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution
Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service
Partner with cross-functional support teams in improving tools and systems
Work closely with legal and safety departments to make sure activities remain compliant
Oversee materials and inventory management
Conduct budget reviews and report cost plans to upper management

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AppleCare CRM
Onboarding and Transition BPO Account - Training and Support Process
Oversee budgeting, reporting, planning, and auditing
Leading the biggest inbound T1 (EN) support team for a Client (116FTEs)
Lean Management
WBR & QBR client meetings management
Daily figures analysis (inbound, outbound, attrition,...)
Providing inspired leadership for the organization
Develop, implement, and review operational policies and procedures
Creative solutions thinking
Promote company and clients culture that encourages top performance and high morale
Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations
Work with senior management to determine values and mission, and plan for short and long-term goals
Implement strategies to ensure customer satisfaction, increase productivity, and achieve profitability goals
(QA) Evaluate staff & team member's performance
(Trainer) Create training programs to address skill gaps on the floor
(Trainer) Prepare learning materials for programs, while conducting all training classes

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Unilever F&A BPO Project - SEEMEA Markets
Transition Account - Accounts Receivable Process
Financial mapping and report – Debt/Goals, P&L
Billing system (AR Collect)
Generating invoices and account statements
Performing account reconciliations
Maintaining accounts receivable files and records
Producing monthly financial and management reports
Investigating and resolving any irregularities or enquiries
Assisting in general financial management and analysis
Communicate discrepancies to management team, identify slow-paying customers, and recommend collection candidates
Strengthen and grow relationships with clients by communicating with customers regarding past-due accounts
Assist in streamlining and improving the accounts receivable process identifying areas of performance improvement
Maintain accounts receivable records to ensure aging is up to date, credits and collections are applied, uncollectible amounts are accounted for, and miscellaneous differences are cleared
Gather and verify invoices for appropriate documentation prior to payment
Perform daily cash management duties, including the recording of bank deposits, updating and distribution of cash receipt logs, and posting of cash to the accounts receivable sub-ledger
Monitor and collect accounts receivable by contacting clients via telephone, email, and mail
Prepare analytical and ratio analysis in relation to A/R for management to gain a better understanding of how collection efforts are progressing