Summary
Overview
Work History
Education
Skills
Languages
Certification
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Hi, I’m

Madalina Grama

Rio Tinto, Porto, Portugal
Madalina Grama

Summary

Motivated professional adding value to any organization in need of great collaboration, interpersonal and multitasking abilities. Meets tight deadlines.

Brings in extensive experience in leadership, project management, customer/partner relationship management (B2B and B2C), internal and external communication and planning, in a variety of fields, from tech to design and luxury commerce, as well as winemaking business and education.

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Certifications in Software Project Management, Digital Marketing and Screenwriting.

Overview

22
years of professional experience
3

Certificates

1

Academic Degree

Work History

FARFETCH
Porto

Partner Communications Coordinator
04.2021 - Current

Job overview

  • Manage B2B (external) and internal communications projects on multi-channel media.
  • Manage cross-functional projects with a complex network of stakeholders, on all levels of the Business
  • Strategically initiate, test, and implement process optimization projects (new tools or optimized workstreams), meant to enhance efficiency and boost productivity with innovation on top of my mind.
  • Partner with the Product Marketing team to translate product features into customer value propositions to be used in partner messaging.
  • Deliver high-quality communications materials and strategies to generate engagement with target audiences.
  • Design and execute communications strategies by using multi-channel deliverables to drive partner engagement.
  • Prepare and copyedit newsletters, webinars, spotlight sessions, product demos, as well as website/platform articles to appeal to diverse audiences and deliver content from very varied and comprehensive areas of expertise.

FARFETCH
Porto

Brand Success Lead
05.2018 - 03.2021

Job overview

  • Managed a team of Brand Success Specialists, whose main tasks involved: seamless onboarding of partners on the platform, support with enabling B2B operational excellence, development of a trusting relationship, and training, as well as project management of various complexity levels
  • Managed KPIs on all aspects of the area while ensuring a balanced workload distribution among team members
  • Contributed to the department Strategy design and leadership
  • Participated in cross-functional projects.
  • Recommended product changes to optimize partner experience, enhance customer interest and maximize sales.
  • Strategically devised customer approaches, meeting operational objectives and capitalizing on emerging opportunities for service excellence.

Dorel Juvenile
Vila Do Conde, Vila Do Conde

Consumer Care Manager, Southern Europe
06.2016 - 12.2016

Job overview

  • Prepared the implementation of a Customer Care Center, with the following responsibilities: job-inherent guidelines management; local management of the implementation of a CRM system, supporting or actively preparing training material, both from a customer centric point of view as from a technical one (ERP to use, CRM, etc), recruiting, training, and coaching a team meant to support consumers from various markets (French and Spanish); change management; support e-commerce in terms of customer service.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Produced thorough, accurate and timely reports of project activities.
  • Assigned work and monitored performance of team members.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Evaluated individual and team business performance and identified opportunities for improvement.

IKEA
Matosinhos

Customer Relations and Marketing Team Lead
04.2007 - 05.2016

Job overview

  • Ensured fast and efficient checkout for all customers and guarantee correct and safe payment
  • Managed KPIs on all aspects of my department
  • Supported Customer Service co-workers in their daily work
  • Recruited according to the specific needs of the area in terms of experience and skills followed by management of all necessary training inherent to the function
  • Ensured co-workers development and talent management, identifying training needs, and performing yearly development talks and periodical follow-ups
  • Supported all Departments of the Store by means of involvement and back-up in promotional campaigns, their configuration followed by feed-backs and results measurement.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor with high problem solving skills.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Improved customer service wait times to mitigate complaints.
  • Mentored new employees on procedures and policies to maximize team performance.

IKEA
Matosinhos

Staff Planning Manager
10.2014 - 01.2016

Job overview

  • Was a highly efficient Business Partner to all Managers in order to steer business and people and guarantee the right people at the right time in response to customer flow
  • Ensured accurate forecast of hours in line with the Business Plan and subsequent forecasts, keeping in mind the correct drivers for each specific area, the evolution of KPIs, compliance in terms of labor law and internal norms, holidays management, and ensure efficient planning of the Training map.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Analyzed business performance data and forecasted business results for upper management.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.

WALLSTREET INSTITUTE
Porto

English Teacher
03.2006 - 06.2006

Job overview

  • Taught English for the staff at the company RAR
  • Integrated media content in class to improve listening skill, speaking skill and vocabulary.
  • Main achievement: Practicing and developing my profession of choice and training, of teacher of English, in a different environment.

SOGRAPE
Vila Nova De Gaia

Tourist Guide
03.2005 - 03.2007

Job overview

  • Delivered Guided Tours throughout the Ferreira Wine Cellar in Vila Nova de Gaia
  • I received training in the history of port wine, wine tasting, and customer relations
  • Main achievement: multicultural experiences, development of communication and argumentative skills in various languages, and of performing public presentations.

METALBAC & FARBE S.A.
Bacau

Translator
07.2003 - 02.2004

Job overview

  • Translated technical documents in the fields of Chemistry, lacquers, paints.
  • I accompanied delegations at international fairs and in negotiations with suppliers of raw materials.

Radio Alfa
Bacau

Radio Show Hostess
02.2002 - 03.2003

Job overview

  • For the first two months I worked as an intern reporter in politics, economy and culture for the news department
  • Between April 2002 up to the end, I hosted and presented a radio programme.

FILMIR S.R.L.
Bacau

Translator
03.2001 - 09.2001

Job overview

  • I translated client documents between languages, such as: leaflets, medication information sheets and specifications for pharmaceutical products.

Education

University Vasile Alexandri | University Of Porto
Bacau, Romania | Porto, Portugal

B.A. | Diploma Recognized By The University Of Porto from English Language And Literature
07.2003

University Overview

  • Completed coursework with Major in English Language and Literature, with Thesis on “Mythological Systems in the Poetry of William Blake”

University of Porto
Porto, Portugal

Masters Degree (On Hold) from Translation And Language Services (On Hold)

University Overview

professional translation- modern languages, English and Portuguese, computer technology for Translation (Written documents, sub-titling and other aspects of multimedia, web and software localization), technical communication, Interpreting, text production, linguistic

Skills

  • Motivational Team Leadership
  • B2B & B2C Partnership Management
  • Operational Strategy Success and Excellence
  • Business Strategy
  • Communication and Change Management
  • Webinars
  • Communication Projects Management E2E
  • Forecasting
  • Planning
  • Corporate training
  • Project Management
  • Cross-functional stakeholder management
  • Complaint Management
  • Labour Law Compliance
  • Recruitment and Hiring
  • Complex Problem Solving
  • Workflow Optimization
  • Relationship Building
  • Handling (Customer) Complaints and Escalations as Decision Making Management
  • Talent Development and Performance Management
  • Performance Management
  • KPI Management/Statistics/Analysis
  • CRM (Sales Force)
  • ERP
  • Ecommerce
  • Staff Scheduling
  • Customer Service
  • Tourism
  • Guided Tours
  • Cat Tools (SDL Trados, Memo Q, Wordfast)
  • Visio
  • Data analysis

Languages

Romanian, Portuguese
First Language
English
Proficient
C2
French
Intermediate
B1
Spanish
Elementary
A2

Certification

  • Introduction to Software Product Management, University of Alberta. May 2020. Issued May 2020
    Credential ID BJWN9RMEJCH2, https://coursera.org/share/ad24f50ff714620fedbe0435a8930865
  • Screenwriting applied to: short film, full-length film, advertising. Universidade do Porto. Issued Feb 2012
  • Budgeting and Scheduling Projects, UC Irvine. Issued Jan 2020Issued Jan 2020Credential ID L27CPY6T2ZMN
  • Initiating and Planning Projects. UC Irvine
    Issued Dec 2019Issued Dec 2019 Credential ID K6489TTGDCHL
  • Digital Marketing Channels: Planning. University of Illinois at Urbana-Champaign in partnership with Coursera. Issued Dec 2016Issued Dec 2016 Credential ID PAY8ASRJXLSH
  • Digital Marketing Channels: The Landscape. University of Illinois at Urbana-Champaign in partnership with Coursera. Issued May 2016Issued May 2016 Credential ID DJVM4YM3ZLAY
  • Digital Analytics for Marketing Professionals: Marketing Analytics in Practice. University of Illinois at Urbana-Champaign in partnership with Coursera. Issued Mar 2016Issued Mar 2016. Credential ID MUDZASE2GS8C
  • Digital Analytics for Marketing Professionals: Marketing Analytics in Theory
    University of Illinois at Urbana-Champaign in partnership with Coursera
    Issued Feb 2016Issued Feb 2016
    Credential ID GU73SJAHPLRY
  • Marketing in a Digital World
    University of Illinois at Urbana-Champaign in partnership with Coursera
    Issued Feb 2016Issued Feb 2016
    Credential ID HVW6NZ64ABC7
Availability
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Quote

I feel that luck is preparation meeting opportunity.
Oprah Winfrey

Timeline

Partner Communications Coordinator
FARFETCH
04.2021 - Current
Brand Success Lead
FARFETCH
05.2018 - 03.2021
Consumer Care Manager, Southern Europe
Dorel Juvenile
06.2016 - 12.2016
Staff Planning Manager
IKEA
10.2014 - 01.2016
Customer Relations and Marketing Team Lead
IKEA
04.2007 - 05.2016
English Teacher
WALLSTREET INSTITUTE
03.2006 - 06.2006
Tourist Guide
SOGRAPE
03.2005 - 03.2007
Translator
METALBAC & FARBE S.A.
07.2003 - 02.2004
Radio Show Hostess
Radio Alfa
02.2002 - 03.2003
Translator
FILMIR S.R.L.
03.2001 - 09.2001
University Vasile Alexandri | University Of Porto
B.A. | Diploma Recognized By The University Of Porto from English Language And Literature
University of Porto
Masters Degree (On Hold) from Translation And Language Services (On Hold)
Madalina Grama