Bernardo Marques

Principal @Mercer

Advisor🧨 Consulting

I leverage my 17+ years of experience in strategy, operational excellence, and data-based insights to provide strategic guidance to operations teams across different business areas. I use metrics, analytics, and reporting to optimize performance and deliver value to clients and stakeholders in various industries and geographies. My expertise spans across finance, telecom, media, e-commerce, energy, and consumer goods, and covers business valuation, strategic planning, product development, portfolio optimization, and go-to-market strategy. I have worked with multinational companies such as NOS, Coca-Cola, and Accenture, leading projects that generated significant results and impact. I am also certified in ISO 9001:2015 and assertiveness and conflict management, and have a postgraduate degree in Operations Management, demonstrating my commitment to quality, continuous improvement, and effective communication.

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Network Power<100 people

Roles

🔥50%

Startup Founder

👍50%

Sales & BizDev

🧨50%

Consulting

Geos

🇵🇹50%

Portugal

Work Background

MercerPrincipal | Metrics, Analytics & Reporting

Dec. 2022HybridProvides Strategic Insights to operations teams regarding performance across different business areas.

BIZAYHead of Operational Excellence

Jan. 2019 - Dec. 2022Lisbon Area, Portugal · HybridLead more than 35 people in 4 teams: operations control, customer care, high value sales process & quality control Main responsibilities of the operations control team: KPI definition and control, data quality control, management support, Customer Care, pre-production, production, distribution teams’ support. Main responsibilities of the customer care team: ▪ Be the bridge between the customer care team and the operations team. ▪ Think and present new solutions to ensure an excellent customer experience. ▪ Give support to clients across 21 countries and 12 languages, including: help finishing the order, tracking orders, manage payments, receive and manage service complaints due to issues along the customer journey (buy, pre-production, production, distribution). Main responsibilities of the high value sales team: ▪ Through a team of Key Account Manager manage the full journey of high value clients: o Present new products from our portfolio o Manage the sale from buy till delivery and all constraints that might happen along the process ▪ Develop high value partnerships with resellers and third parties to improve our sale capillarity Main responsibilities of the process engineering & quality control team: definition of all the company operational processes, continuous improvement, quality control of the ongoing processes.

NOS SGPSProduct Marketing Manager

Nov. 2017 - Nov. 2018Lisbon Area, PortugalWholesale Business Unit - Client relationship management. - New business streams & partnerships development (value added services). - Product development and management (Massive SMS for corporate clients). - KPI definition and control. - Management support.

NOS SGPSCommercial Development & Planning Manager

Nov. 2014 - Nov. 2017Lisbon Area, PortugalSME Business Unit - Multi-channel sales planning and development (6 sale channels). - Project development & PMO. - Analysis, reports and data crunching (to support the sale channels). - Management support. - Commercial activity and quality control. - Processes and systems control and continuous improvement. - Coordinated the communication between the 6 sale channels.

MaksenTeam Lead

Aug. 2013 - Oct. 2014Rio de Janeiro Area, BrazilManaged a team of consultants having as main responsibilities an organizational analysis aiming to: - Identify constraints and differences between processes from different channels, regions and products - Propose new processes and optimize the existing - Support the implementation of the proposed changes

Coca-Cola FEMSAStrategic Projects Manager

Jul. 2012 - Mar. 2013São Paulo Area, Brazil- Managed a team of 4 for the preparation of business plans and special projects - Defined and monitored management indicators, recommending actions for improvements. - Ensured the coordination among the various areas of the company avoiding duplication of tasks.

Greenwich ConsultingSenior Consultant

Jan. 2011 - Jun. 2012Curitiba Area, Brazil18 months collaboration with the strategy VP of a Brazilian telecommunication company Conduction of complex data analysis to support recommendations with high exposure to top management (e.g. Go to market strategy; Entry market strategy; redefinition of product portfolio; product pricing; business plan definition)

AccentureStrategy Business Analyst

Dec. 2007 - Dec. 2010Lisbon Area, PortugalMain responsibilities in telecommunications projects: - Collaboration in several projects in the three main Portuguese telecommunications companies, having as main competences: customer analysis and segmentation, business case development, KPI definition, new market entry attractiveness analysis, brand analysis and positioning, characterization of the market and analysis of trends, operating and business models revision and customer relationship models analysis and definition. Main responsibilities in energy projects: - Collaboration with a major British oil company in a FIT/ GAP analysis to gather and identify the difference between the new and old CRM systems in Portugal and UK. - Development of the new operative model of an Angolan oil company, which had has main objectives the definition of the commercial model between future business units and territorial directions, scenario analysis and customer ownership definition.

BMW Portugal Lda.Summer Intern

Jul. 2006 - Aug. 2006Lisbon Area, PortugalSummer Internship in Management Control and Planning Department – Controller Assistant – cooperation in 2007 budget elaboration