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Henrique Ermida

Senior Advisor | Business Development Manager | Marketing Lead ||

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Henrique Ermida
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Professional Status
Consultant
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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.
Resume created on DoYouBuzz
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).
Company Description
Eurohelp is an innovative company of IT consulting, software engineering and expert services, committed to efficiency, inclusion and sustainability.
Company website
https://eurohelp.es/
  • 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
Company Description
IMPETUS is proud to have one of the most complete vertical integrated structures in Europe, supported by several departments, including R&D and Logistics.
Company website
https://www.impetus.pt/en/
  • 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
Company Description
Zazzle is an American online marketplace that allows designers and customers to create their own products with independent manufacturers (clothing, posters, etc.), as well as use images from participating companies. Zazzle has partnered with many brands to amass a collection of digital images from companies like Disney and Hallmark. Zazzle claims to have over 300 million unique products listed on the site.
Company website
https://www.zazzle.com
  • 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
Company Description
Accenture is an Ireland based multinational professional services company that specialises in information technology (IT) services and consulting. A Fortune Global 500 company, it reported revenues of $50.53 billion in 2021. Accenture's current clients include 91 of the Fortune Global 100 and more than three-quarters of the Fortune Global 500.
Company website
https://www.accenture.com/ie-en
  • 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
Company Description
TELUS International - a customer experience innovator that designs, builds & delivers next-gen digital solutions for global and disruptive brands.
Company website
https://www.telusinternational.com
  • 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
Company Description
International Business Machines (IBM), is a global technology company that provides hardware, software, cloud-based services and cognitive computing.
Company website
https://www.ibm.com/pt-en
  • 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
Company Description
International Business Machines (IBM), is a global technology company that provides hardware, software, cloud-based services and cognitive computing.
Company website
https://www.ibm.com/
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Resume created on DoYouBuzz