Paulina Ennis

– Founded the company from greenfield to full maturity, today being market leader in the personal wellness industry. – Head of Operations for all 11 locations, both independent and inside department stores. Main activities include: Standardization of customer experience, sales (digital and on site) and alignment to business objectives. – Coordination of all new projects, seeking partnerships with stakeholders inside and outside of the industry. – Chief data manager, both for business KPI's and operational efficiency. – Launch and oversight of booking and e-commerce platforms, utilizing advanced database management through AWS. – Coordination of all online communication initiatives, generating more than 400K sessions and 180K new users on the company website, as well as over 40% open rate on the newsletter. – Full oversight and implementation of HR processes, including: prospecting, hiring, training, and setting full compensation structure. – Created Hand Lab Institute, our in-house technical school. – Coordinated all branded product development, from sourcing to final product, utilizing all eco-friendly formulas and carbon print reduction on packaging. – Coordination of all internal and external communications, including CRM, company website, IVR, social networks and employee communication tools. – Heads a team of 120 employees.

– Worked with all Customer Acquisition and Customer Service teams to enable fraud prevention tools. – Coordinated Privacy Settings analytics for all external communication channels. – Developed a communication strategy through cardmember data quality improvement to increase contact efficiency.

– Designed and generated market research studies using multiple platforms including: survey design, data collection, and analysis. – Analyzed output data to develop reports that yielded actionable recommendations for Top50 companies in the CSG markets.