Leonor Orr Email and Phone Number

Accountable for the Remote Coach, Customer Service Center and Product Care teams in Portugal. Responsible for direction, management, vision and strategy for all teams.Ensure successful implementation of all relevant mechanics and secure complete compliance with designed processes and SOPs. Manage and control allocated resources (budget, people and tools) and deploy an efficient Customer Care operation while increasing trend for NPS, eNPS, CES and overall consumer satisfation. Responsible… Show more Accountable for the Remote Coach, Customer Service Center and Product Care teams in Portugal. Responsible for direction, management, vision and strategy for all teams.Ensure successful implementation of all relevant mechanics and secure complete compliance with designed processes and SOPs. Manage and control allocated resources (budget, people and tools) and deploy an efficient Customer Care operation while increasing trend for NPS, eNPS, CES and overall consumer satisfation. Responsible for a teamof 50 people (3 direct reports). Show less

Part of the Commercial Operations Leadership Team. Develop and manage all Remote Coach Channel, accountable for the delivery of the best in class consumer experience within the channel, achieving commercial performance and NPS, deploying commercial programs, projects and initiatives. Leading a team of 5 direct reports andup to 60 Remote Coaches.

Managing a team of 5 coordinators as direct reports with teams of Sales Consultants (over 80) and 5 Community Activators that scout for new business opportunities for the innovative IQOS project in the North of Portugal. Defining the strategy and budget as well as liasing with diferent departments for an overall company vision. B2B strategy design and implementation.

Managing a commercial team of 7 brand builders in the North/Center of Portugal. Accountable for the development of a yearly Area Plan identifying key issues and solutions for area as well as budget and timeline management. Coordinate strategy deployment with key stakeholders.

- Plan Permanent POSM, acquisition and development, (such as POS Dispensers) per assigned initiative and/or per relevant touchpoint (Day POS, Selling Opportunity, etc).- Propose and decline planogram guidelines per channel and POS cluster per time period and/or per new product launch market introduction.- Brief the agency for POS materials development, production and secure approvals prior to production.- Liaises with procurement in order secure timely and cost efficient… Show more - Plan Permanent POSM, acquisition and development, (such as POS Dispensers) per assigned initiative and/or per relevant touchpoint (Day POS, Selling Opportunity, etc).- Propose and decline planogram guidelines per channel and POS cluster per time period and/or per new product launch market introduction.- Brief the agency for POS materials development, production and secure approvals prior to production.- Liaises with procurement in order secure timely and cost efficient production.- Develop and propose alternative ideas in regarding to POS material, in order to increase efficiency and effectiveness. Project ManagementEnsure the coordination, execution, completion and control of the activities regarding the assigned projects, according to commercial strategy guidelines, namely by managing people, budget, externalproviders and other areas, in order to guarantee an implementation as planned in what regards to time, budget and quality.Digital SignagePlatform and content management of an online store, and concept development and go live of a digital signage platform. Budget management and product placement for digital hardware. Show less

- Implement and monitor business plan activities, including new product launches and product representativeness - Develop and maintain a comprehensive knowledge of the assigned territory and allocate available resources in the most appropriate and cost effective way;- Collect and analyze availability and sales performance data to plan and suggest objectives and action plans

- Managing brands in the Telecommunications, Tourism and Industry and Real Estate sectors. - Financial analysis and strategic development - Competition analysis and marketing plans - Portuguese/English translations- Online management of websites, social networks and newsletters.

- National and International market research and competition analysis- Promotion and Sales of products and services- Tourism fayres- Experienced several areas of the Boutique Hotel Casa da Ínsua during the summer months (www.casadainsua.pt). - Online management of websites and social networks of the Tourism department in Portugal and the telecommunications department in Angola and Mozambique, Africa.

How the launch of the sustainable ‘Tróia Resort’ influenced locals’ perceptions of sustainability.