Devon De Balasi Brown Email & Phone Number

Vancouver, British Columbia, Canada

Through Hylo I offer tailored solutions that unlock your ambition, specializing in the following: End-of-Use Strategy, B Corp, Circularity and Sustainability Initiatives, After-Sales Support, Repair Programs, Warranty Management, Reverse Logistics, Business Process Improvement, Strategic Planning, Management/Leadership, and Program and Project Management. Clients include:• Arc'teryx Equipment Inc.: New store openings, ReBird Retail Service Centers, strategy development, case management software, project management, training and coaching• Gather Living Inc.: Business development, process design, project management• Renewt Technical Apparel Specialists Inc.: Business development, strategic planning• Dialectica: Consultation on topics such as outdoor sports, apparel, retail, market trends• GLG Group: Consultation on topics such as freight, warehousing, sportswear, outdoor retail• Gatherwell Community Inc.: Management, On-Boarding & Training Program Development• Inspired individuals and leaders taking their lives and work to the next level

Vancouver, Canada Area

Fluster Creations' vision is to reduce loneliness, bridge division, and support wellbeing through play. After raising $19K on Kickstarter in 2017, they have launched a social card game called FLUSTER, multiple expansion packs which is sold through channels ranging from owned e-commerce, boutique retailers and Anthropologie.As a Co-Founder and Head of Community Development, I lead business development, sales, and operations functions across e-commerce and wholesale channels.Key initiatives include:• Expand wholesale partnerships (e.g. Anthropologie)• Source and manage new partnerships and pilot projects (e.g. Speed Friending events)• Overhaul e-commerce sales funnel (e.g. website redesign, email marketing, marketplaces, partnerships with content creators, and advertising on Meta, Google, and Amazon)• Oversee a consistent brand experience and voice across touch points

Vancouver, British Columbia, Canada

Spruce helps forward-thinking apparel retailers increase foot traffic, boost sales, and supercharge their marketing and loyalty with care, repair, and alteration services.The "renewal-as-a-service" technology-enabled platform unlocks care and repair services at retail with a frictionless experience, and no initial investment. Unlike building in-house capabilities or managing relationships with vendors, Spruce is scalable, fast and easy.Spruce was born in the 2022 Project Zero Circular Economy Business Incubator program, where it placed second.As founder, I wear many hats including Developer, Product Manager, Client Success, Strategy, Sales, and Operations Manager.I have been invited to speak or participate on panels about innovation, sustainability and startups for events such as:• Leading Sustainability Innovation & Transformation | UBC Sauder x Warwick MBA Program• Guest Speaker | Project Zero Incubator• Small Business, Big Impact: A Climate Action Knowledge Exchange | BC Small Business

Vancouver, British Columbia, Canada

As the Manager of Retail Strategic Initiatives, I bring ideas into focus and into reality through business cases, portfolio management, project management, program management, coaching, and facilitation.With a focus on innovation in retail and global guest experience strategy, key initiatives include:• New case management software development partnering with ReverseLogix, Traction on Demand and Salesforce. Migrating from home-grown software to a scalable, cloud-based solution, this was a highly cross-functional, multi-million dollar software project which unlocks Arc'teryx global circularity, service, and guest experience strategy across HQ, contracted service network, and retail channels.• Led cross-functional teams to launch the first ever ReBIRD Service Center in retail, increasing customer engagement, brand storytelling opportunities, and sustainability and guest experience KPIs such as turnaround time, on-site case resolution, and carbon emissions.

Vancouver, British Columbia, Canada

As a Special Projects Manager, reporting directly to the Director of Global Commercial Operations, I defined and managed a portfolio of innovation projects, built a roadmap for strategic projects, and mentored junior project leads. Highlights included launching new in-store services for repair, recommended vendor partnerships, liaising with international 3rd party vendors, and working cross-functionally to build strategy and consensus across Information Services, Customer Service, Retail, and Global After-Sales Operations teams.

North Vancouver

As the Manager of Global After-Sales Operations I have had the opportunity to build a highly effective team, purpose built hybrid project management methodologies, numerous new cross-functional processes, and develop an operations strategy to drive our sustainable success. At its core our purpose is to build and maintain an unrivaled foundation for delivering an exceptional customer experience through after-sales, warranty, repair programs, and re-sale programming.• Lead and develop the Global After-Sales Operations team. Leadership philosophy is grounded in "context, not control," empowerment and collaboration.• Responsible for partnership and management of a global network of third party vendors and internal teams.• Responsible for a multi-million dollar budget.• Develop effective custom project management models, which has led to the ability for a small teams with varying experience to manage a high quantity of diverse, cross-functional projects per quarter in addition to all on-going department responsibilities.• On-going accountabilities include insights and analysis (e.g. adherence, volume, service, shipping and repair KPIs), forecasting (e.g. volume, workload, replacement product, replacement parts, raw materials), raw materials procurement/distribution, budget, and facilitation of the product feedback loop (continuous improvement) to name a few.

North Vancouver, Bc

As the Manager of After-Sales Operations (North America) I had the opportunity to develop and implement the concept of a brand new department and competency centre within Global Customer Service. Through developing the vision, the growth plan, and proving the concept through intrapreneurial perseverance we levelled up the business to support sustainable growth, data-driven decision making, and consumer loyalty.• Establish the After-Sales Operations department and proved concept.• Build and lead a talented operations team who's aim is to support global in-house and contracted service providers in delivering exceptional after-sales service. • Strategically build, roll-out, and maintain tools and systems for rapid global growth. • Accountable for a diverse range of functions from forecasting and raw materials management, to budgeting and facilitating a strong product feedback loop. • Manage complex cross-functional projects in a fast paced environment.• Lead interactive on-boarding tours of after-sales operations and service for all new Arc'teryx employees.

North Vancouver, Bc

As the Supervisor of the Warranty & Repair Service department I reported directly to Senior Manager, Global Customer Service and had the opportunity to lead a team through a transition from a challenging and chaotic stage of growth into new, stable and effective stage.• Lead a team of eight Warranty Service Representatives and one Repair Coordinator who specialize in building loyalty by delivering technical, empathetic and personalized service for a growing premium brand.• Managed projects to improve and expand service capabilities, increase capacity, and develop systems to keep up with 30% annual growth.• Lead department move into a new office in addition to re-designing department workflow to improve job satisfaction and efficiency.• Responsible for recruiting, hiring, training and the development of new positions. Highly successful recruiting track-record leading to numerous team members moving up within department and company.• Provide guidance and recommendations for the development of tactics used in worldwide warranty and repair service for B2C and B2B customers.• Re-structure department and merged two service teams.

Burnaby, Bc

Vancouver, British Columbia, Canada

On Screen and Voice Over talent for educational website and YouTube content, with top video collecting 600K+ views.

North Vancouver, Bc

• Graduated from accelerated Tourism Management Co-op Diploma Program, April, 2011, with distinction (GPA 4.09). Elected Student Leader.• Earned credits towards Liberal Arts Degree. Received Dean's List Honours every semester (2008-2009).

Diploma, Tourism Business Management, 4.09

Activities and Societies: Elected Student Leader• Graduated with Distinction (GPA 4.09) • Electives focused on outdoor recreation.

Education record

Liberal Arts And Sciences

• Dean's Honour List 100% of semesters.