Katie Tanner Email and Phone Number

LØCI is an ethical sneaker brand founded in 2021 and has built up a high-profile celebrity following and backing, with Leonardo DiCaprio and Nicki Minaj amongst its investors. · Reduced D2C customer service cost by 50% and achieved a 100% CSAT score for Q1’24· Average first response time for all contact channels is <20mins (decrease from 12 hours for emails)· Achieved an NPS score over 95% and customer reviews across TrustPilot and Reviews.io of 4.5 and above· Implemented automation through Gorgias, achieving 35% of tickets being resolved without agent interaction· Secured a saving of an average of 22% per order in fulfilment costs by onboarding a European warehouse, driven by duty savings in European deliveries and improved courier costs globally· Managed a tenfold increase in order volumes in April ‘24 following the Nicki Minaj X LØCI collaboration launch· Conduct regular reviews with warehouses in UK, EU and US ensuring SLAs are adhered to and costs kept to a minimum· Put reviews and processes in place to ensure visibility on production schedules with Portuguese vendors and ensure product arrived on time for scheduled launch dates· Pre-order process implemented, ensuring a smooth customer journey and on-time deliveries

In 2018, the Lacoste footwear business transitioned from being licenced to Pentland Brands to becoming a joint venture between Pentland Group & Lacoste. My role oversaw the supply planning, customer operations, critical path management and master data teams and reported directly to the CEO. I was a key link between both shareholder companies.· Met or exceeded yearly shipping targets of an orderbook of over $250m to deliver on business and shareholder expectations· Analysed and presented data on order phasing to highlight the challenges of the peak production to teams internally and to Lacoste, to succeed in having product drops phased across the season, improving vendor relationships and ensuring OTIF performance could be maintained at over 95%· Minimised non-buys through implementing an order rollover process securing over $1m in additional sales each season· Played a key role in the selection of a 3rd party SAP provider to upgrade to S4 Hana & to support in transitioning the joint venture to becoming a fully autonomous business· Change managing the ‘JV autonomy’ project across the whole business, ensuring all departments are brought on the journey to successfully embed all changes without impacting on business performance· Led Supply Chain through an SAP S4 implementation, reviewing ways of working to implement standard SAP processes wherever possible and moving to an outsourced IT support set up· Managed the global orderbook through the pandemic, working with the brand, the partners and our vendors to find a solution that best satisfied the needs of all stakeholders· Team satisfaction on all workplace surveys was always 100%

Managed the Lacoste footwear customer operations team, based in London & Hong Kong, looking after over 40 global distribution partners. Reported originally to the COO, but then to the Commercial Director.· Responsible for ensuring on-time shipments out of our factories in Asia, achieving sales targets. · Built the OGSM framework for the footwear business as part of the global leadership community· Embedded a continuous improvement culture within my team, ensuring that all team members were engaged & empowered to drive operational excellence· Built a reverse season buying calendar to address challenges of markets in the southern hemisphere who often had orders rejected through minimums not being met, increasing sales for the brand and improving customer satisfaction

A member of the global customer services team looking after the international distribution partners for Lacoste footwear through the ordering and shipment process.· Worked with teams in Asia and the distributor to reduce the time taken for Brazil to ship their orders. Reducing time needed to ship by 60 days, allowing products to ship as soon as they were ready which improved relationships with vendors and ensured in season deliveries of orders· Chosen to represent the function in the ‘Concept to Consumer’ taskforce, which reduced the critical path from 18 to 12 months

• Founder member of a new centralised International Customer Service group based in London providing support to customers and store management in France. • Provided prompt phone and email resolution of customer queries, problems and complaints; and assisting store management in France in their native language • Arranged replacements, exchanges and refunds as necessary and, in extreme cases of customer dissatisfaction, determined compensation payments• Resolved logistical and fulfilment problems for store management by liaising with customers and delivery operations• Was instrumental in making the transfer an immediate success, overcoming scepticism and resistance from store management who objected to the relocation of customer service to London from Paris.• Achieved the highest case resolution statistics of the team each month and positive recognition from both UK and French store management for my high levels of professionalism and efficiency; demonstrated whilst working in a busy, high pressured role with often hostile customers and colleagues

• General administrative support in a pan-European Supply Chain Technology Company dealing with orders, software license agreements, return material authorisations• Various duties in the Marketing Department – coordinating the tracking and cataloguing of Press Releases; preparing trade-show materials; working with Marketing Communications Manager on preparing PowerPoint presentations and other documents; maintaining Access Database of leads and other enquiries; researched hotels for annual Partner Conferences and coordinated room bookings• Interacted with customers, distribution channels and remote sales and support personnel across Europe via phone and email, often in French and Italian• Re-organised Managing Director’s filing system; prepared training materials using document scanners, laminators and binding equipment