Justin Hernandez Email & Phone Number

London, England, United Kingdom

Bookshop.org is a successful, B-Corp certified direct-to-consumer online bookshop that empowers independent bookshops to thrive. I joined the pre-launch UK team as we expanded into new markets. As Head of Operations, I oversee core business functions—operations, finance, HR, and customer care. I played a key role in the business’s successful UK launch in November 2020, contributing to achieving £10M in revenue in the first year. I recruited and lead a high-performing customer care team, driving process improvements to scale the business during rapid growth. Bookshop.org was named UK Book Retailer of the Year at the British Book Awards 2022, and in 2024 became the highest-rated bookshop globally on Trustpilot, with over 25k 5-star reviews.

London, United Kingdom

Managed team of 15 including a London-based customer experience team and in-house optometrist as well as customer support team in South Africa. Managed and implemented initiatives to improve helpdesk support, improving conversion rates and customer satisfaction score (CSAT) by 20%.• Reduced response times by 83% for phone, 67% for email and 68% for social media via new systems and training• Developed multi-lingual support strategy to prepare for entry into five new international markets• Worked with senior leadership to cultivate a customer-first ethos and improve policies• Managed the initial phase of NPS implementation to create structures to drive change

Melbourne, Australia

Developed global customer support function from the ground-up to ensure 24/7 support, recruiting and managing an international team of ten. Implemented tools to reduce response times from 72 hours to 2 hours. Selected and tailored new CRM system and trained staff.• Implemented Trustpilot and obtained 200+ positive reviews (9.4/10) in under six months• Researched, tested and refined new API integrations to ensure seamless booking and cancellation experience for customers• Monitored and analysed KPIs to improve response times and first contact resolution rate• Provided customer insights to developers, designers, content and commercial teams to drive process improvements

Melbourne, Australia

Melbourne, Australia

Managed portfolio of 100+ Centurion (black) card members, providing account, travel and lifestyle services. Increased share of wallet by educating customers on card benefits, consistently exceeding sales and NPS targets.

Melbourne, Australia

Assisted two relationship managers in managing account services and booking requests for Centurion customers, consistently achieving an NPS score of over 85%. Consistently exceeded sales targets by at least 125%.

Sydney, Australia

Provided personalised travel advice and services to elite Centurion and Platinum cardholders and cross-sold American Express products and services.

Sydney, Australia

Paris Area, France