Kelly Torrens Email & Phone Number

Toronto, Ontario, Canada

Strategic leader behind a luxury travel brand, reporting directly to the President. Lead and coach the high-performing product department. Develop and manage all new and existing global partnerships. Accountable for companywide results: campaign conversion rate, close rate, and NPS. Responsible for enabling growth and service excellence, creating competitive advantage, and optimizing product performance.• Led the restructuring and departmental expansion post-COVID (from 5 to 18 staff), establishing robust processes. • Onboarded a record of 20 new global partners to enable scaling and mitigate risk (operational and strategic).• Established new best practices to shorten partner onboarding time while increasing overall effectiveness.

Toronto, Canada

Led product development, product marketing, category management, and training across a diverse portfolio (the Americas, Asia Pacific, Africa & Middle East). Sourced new suppliers, negotiated contracts, and led large-scale, cross-functional product launches. Partnered with performance marketing & in-house creative teams to design, test, and optimize digital campaigns and merchandising.• Category director for products that generated over 60% of the organization’s topline sales in FY2021.• Developed a novel approach to product design in North America, leading to a new operational business model. • Spearheaded the FY2022 global product strategy development and roll-out in the absence of a VP of Product. • Launched innovative Alaska itineraries that produced $2 million US in annual revenue with press coverage in Forbes.• Promoted from Director to Sr. Director within 18 months, involving largescale portfolio expansion from 2 to 4 regions.

Inspirational leader tasked with turning around the Latin America sales department, which had been the lowest performing group in the company for the previous five years. Accountable for achievement of departmental KPIs: topline sales, profitability, close rate & Net Promoter Score. • Diagnosed performance issues with tenured staff and created personalized coaching plans. • Created processes that enabled major improvements in workflow effectiveness and team cohesion. • Co-led the re-design our onboarding curriculum to facilitate hiring of 75+ new sales staff over two years. • Earned the fiscal 2017 Gold Award for best overall management performance companywide. • Mentored 14 direct reports to achieve the department’s best-ever fiscal results in 2018 (42% YoY increase in topline sales and 9% improvement in NPS). Five team members also earned individual top performer status for the first time.• Promoted from Regional Manager to Director of Sales during major company restructuring in 2017.

Toronto, Canada Area

Professional sales consultant for affluent, US clientele. Leveraged consultative sales skills to effectively qualify clients and present recommendations for tailormade luxury experiences across Latin America. • Achieved highest performance department-wide for Latin America (over $1.6 million US in annual sales against a target of $1.1 million). • Ensured outstanding level of service in-destination through operational excellence and effective partnership with international suppliers. • Considered the department’s top choice to handle highly sensitive, UHNW client relationships (transactions over $100K).

Toronto, Canada Area

Bilingual account executive at a creative advertising agency with in-house production studio. Managed the development and execution of integrated marketing campaigns (digital, print, out-of-home, broadcast, experiential). Developed key documents including creative briefs, messaging matrices and workback schedules. Clients: Groupe Media TFO, Ontario Medical Association, Ontario College of Teachers, Johnson Insurance.• Developed excellent project management skills through exposure to advertising best practices and the need to juggle multiple, competing priorities for four clients in addition to new business pitches. • Collaborated with strategic planners, creative directors, art directors, copy writers, producers, studio artists and actors to deliver multi-channel creative campaigns on time and on budget. • Managed billing and budgeting for all accounts in partnership with Finance.

Toronto, Ontario, Canada

Represented a fast-growing, global travel brand in their international call centre. Trained new staff on sales processes and managing client relationships. Conducted business with clients and regional operations teams in English, Spanish, and French.• Exceeded annual and monthly sales targets with highest annual NPS score companywide (98). • Developed a keen sense of how international consumers differ in their communication styles and needs from servicing Canadian, US, UK, German, Scandinavian, and Australian consumers.

Richmond Hill, Ontario

Managed recreational programs and front-of-house sales at Canada’s largest scuba diving centre. Supervised entire facility (retail store, service centre, rental department, classrooms, and training pool). Scheduled and mentored over 30 instructional staff members. Taught beginner, advanced and pro-level scuba certification courses in the classroom and in open water.• Gained excellent all-around small business management skills, creating a solid career foundation. • Developed outstanding leadership presence, managerial credibility and operational judgement.

Master Of Museum Studies

• Awarded full scholarship based on academic merit. GPA: 3.85 • Internships: Visitor Experience (Art Gallery of Ontario), Project.

Honours Bachelor Of Science

Specialist: Biological Anthropology, Minors: Biology & Spanish. GPA: 3.7

Marine Biology & Seamanship

Lived as student crew aboard a classic tall ship, sailing to 13 countries and three continents in six months.

Biology, Chemistry & Calculus

Ucape Diploma In Spanish As A Second Language