Henrique Rossato

Led multi-site operations and change delivery for a post-acquisition luxury retail environment, owning systems rollout, operational readiness, KPI governance, and adoption of new operating standards in alignment with head office timelines. Stabilised post-acquisition retail operations within a targeted 4-6 week window, building and executing an on-site action plan covering staffing, customer experience, stock flow, sales routines, supplier coordination, and operational controls across two newly acquired Venice locations. Mitigated delayed CRM and ongoing production-related supply disruptions post-acquisition by implementing interim manual tracking and adjusted workflows, maintaining service continuity and operational performance. Led site-level rollout of new CRM and POS platforms across two locations, replacing manual tracking with standardised digital reporting and improving data quality, visibility, and process control. Drove post-acquisition change adoption across two stores for a 6-person team by establishing training routines, operating standards, and reinforcement cycles for systems and core processes, achieving stable adoption by December. Owned weekly operational and performance governance, delivering leadership-level KPI reporting on service quality, CRM adoption, and store readiness to the Global Retail Director and later EMEA Retail Manager and department leads. Strengthened inventory, cash handling, and transaction controls across two locations, eliminating cash variances within two months and achieving sub-1% stock loss at annual audit while reducing refund and transaction errors to near zero. Led RFI, RFQ, and RFP activities for store operations vendors, including POS and tax-free systems, security, cleaning and maintenance, logistics, delivery partners, and temporary staffing agencies; negotiated pricing and service levels and standardised suppliers and scopes, improving reliability, reducing delivery risk, and creating more controlled spend.

Directed daily operational execution and digital enablement, establishing CRM routines, client engagement workflows, and operating standards that support revenue growth and service performance across in-store and remote channels. Delivered a 13% increase in store revenue and 22% growth in online sales by embedding commercial priorities into daily operating routines, client outreach workflows, and performance tracking. Standardised stockroom, transaction, and service workflows, reducing repair times from several months to a few weeks, lowering complaints and disputed transactions, and improving service speed and accuracy during peak periods. Increased adoption of the Cegid CRM by introducing store-level client follow-up routines and enabling remote and at-home service models; tracked usage and engagement and shared insights with CEO and functional leads. Aligned store operations during an executive leadership transition by updating service standards, reporting cadence, and performance metrics to reflect new strategic priorities.

Owned end-to-end delivery of a private product launch program, designing the operating model, vendor structure, and delivery controls required to stabilise execution and prepare the brand for market launch. Built and coordinated a multi-partner vendor network of six specialist suppliers across Italy and the UK (with sourcing coverage across Italy, the UK, Poland, and Switzerland), shifting from a single full-service agency to a modular delivery model spanning manufacturing, product design, branding, photography, and creative production. Restructured the product-to-market delivery model following a scope and positioning reset, introducing specialist partners, milestone and quality-gate controls, and structured cost and quality workflows to restore delivery momentum. Established delivery performance tracking using revision cycles, turnaround times, and milestone completion trends to monitor execution stability and operational risk.

Maintained operational continuity and accelerated CRM and POS adoption during disruption, establishing new service workflows and operating standards to stabilise delivery and reporting. Introduced virtual appointment and click-and-collect workflows during store closure, implementing compliant online payments and a WhatsApp-based virtual catalogue, reducing client complaints and cancellations, maintaining client engagement and sales, and supporting retention and brand visibility during lockdown. Piloted new CRM, POS, and digital service processes with a 3-person store team, improving data quality and reporting consistency while driving adoption of the operating model across additional locations in Milan and Paris. Delivered structured CRM (Cegid) and POS training and usage standards, increasing adoption from 0% to 100% across a 3-person team within 2-3 months and reducing transaction and reporting errors and rework by 60-80%.

Built the operational backbone for a new direct-to-consumer service, establishing the systems, fulfilment model, and performance controls to support reliable order execution and customer support at launch. Established end-to-end operational workflows across Shopify configuration, order processing, supplier coordination, and customer communications to support live trading from launch. Conducted post-implementation performance reviews following workflow and partner changes, streamlining Shopify order flows and supplier handoffs and standardising customer communications, resulting in fewer fulfilment issues and manual fixes, reduced customer inquiries, and more predictable, scalable order dispatch.