Henrique Ermida
Strategic Advisor & Change Management Expert | Operational Excellence & Scalable Growth | 15+ Years Executive Leadership
Portugal
Professional Status
Available soon
Available
About Me
Who am I? I am a devoted Senior Manager with over 15 years of leadership experience across diverse industries. My career includes managing high-impact projects for global leaders such as Google, IBM, Apple, Accenture, and Unilever.
I have a proven track record of successfully overseeing B2B/B2C Service Operations, Marketing, E-Commerce, and Android App development. Beyond my core leadership roles, I’ve frequently stepped in to add value as a Project Manager, Product Owner, and leveraging my HR background and multilingual skills, as an interim Talent Acquisition Manager.
My Philosophy and Work-Life Balance The last decade has reinforced my desire to remain close to my family while doing what I do best professionally. My experience during the pandemic proved that a remote or hybrid environment allows me to be at my most productive. It provides the necessary balance to keep my energy focused where it matters most: on delivering excellence in my role and supporting my family.
Beyond the Office I am an Anglia University (Cambridge, U.K.) alumnus and a proud father of 14-year-old twins, Mel and Diogo. When I’m not at my desk, you’ll find me on the rugby pitch. I am an active Touch and Veteran player, a U16 Club Director, and a member of the Board. Whether on the field or in the office, my approach is defined by the core values of rugby: respect, discipline, community and the drive to help every teammate reach their full potential.
I have a proven track record of successfully overseeing B2B/B2C Service Operations, Marketing, E-Commerce, and Android App development. Beyond my core leadership roles, I’ve frequently stepped in to add value as a Project Manager, Product Owner, and leveraging my HR background and multilingual skills, as an interim Talent Acquisition Manager.
My Philosophy and Work-Life Balance The last decade has reinforced my desire to remain close to my family while doing what I do best professionally. My experience during the pandemic proved that a remote or hybrid environment allows me to be at my most productive. It provides the necessary balance to keep my energy focused where it matters most: on delivering excellence in my role and supporting my family.
Beyond the Office I am an Anglia University (Cambridge, U.K.) alumnus and a proud father of 14-year-old twins, Mel and Diogo. When I’m not at my desk, you’ll find me on the rugby pitch. I am an active Touch and Veteran player, a U16 Club Director, and a member of the Board. Whether on the field or in the office, my approach is defined by the core values of rugby: respect, discipline, community and the drive to help every teammate reach their full potential.
Senior Advisor to the Board || Business Development
Cibernos
Since February 2023
Consultant
Madrid, Spain & Braga, Portugal
- Strategic Growth Steering: Evaluate long-term market trends and competitive landscapes to advise the Board on where the company should go next. Identifying new markets, service lines, or industries that align with the company’s core mission.
- M&A and Partnership Oversight: Scouting potential merger and acquisition targets, vetting strategic partners, and ensuring deals actually provide value to the shareholders.
- High-Level Networking: Acting as a Strategic Envoy within high-stakes ecosystems to cultivate institutional trust and advance government relations.
- Risk Mitigation & Governance: Identifying the structural, legal, or financial risks inherent in new business ventures before capital is committed.
Operations Director
Orbcom
March 2025
to January 2026
Portugal
- Strategic Process Optimization: Design and refine internal workflows, from software development lifecycles (SDLC) to service delivery, to eliminate bottlenecks and maximize organizational efficiency.
- Resource & Capacity Planning: Manage the delicate balance of "bench time" versus billable hours, ensuring the right talent was allocated to the right projects and that the company had the infrastructure to scale.
- Financial & Operational Oversight: Own departmental budget, monitoring KPIs like OpEx (Operating Expenses), project margins, and ROI on internal tools to ensure the company remains profitable.
- Cross-Functional Orchestration: Act as the "glue" between departments (e.g., Engineering, HR, and Sales), ensuring that technical capabilities align with client promises and hiring needs.
- Risk Management & Compliance: Oversee the "safety" of the operation, ensuring the company adheres to data security standards (like SOC2 or GDPR), manages vendor contracts, and maintains robust disaster recovery plans.
Managing Director
Uapgo
January 2024
to March 2025
Braga, Portugal
- P&L Ownership & Financial Stewardship: Accountability for the company’s profit and loss, managing cash flow, securing financing, and ensuring the business remains solvent and profitable.
- Strategic Growth & Vision Execution: Translate long-term goals into actionable business plans, identifying new market opportunities and pivoting the company’s direction to stay competitive in a shifting landscape.
- Operational Excellence & Governance: Oversee the day-to-day health of the business, establishing the policies, legal compliance, and organizational structure necessary for the company to function smoothly as it scales.
- Culture & Talent Leadership: Primary architect of the company's culture, leading the senior management team, drive recruitment strategy, and ensure high levels of employee engagement and retention.
- Stakeholder & Relationship Management: Serving as the face of the company, managing critical relationships with key clients, board members, investors, and primary vendors to protect the brand's reputation.
Managing Director
Ulive
June 2023
to March 2025
Braga, Portugal
- P&L Ownership & Financial Stewardship: Accountability for the company’s profit and loss, managing cash flow, securing financing, and ensuring the business remains solvent and profitable.
- Strategic Growth & Vision Execution: Translate long-term goals into actionable business plans, identifying new market opportunities and pivoting the company’s direction to stay competitive in a shifting landscape.
- Operational Excellence & Governance: Oversee the day-to-day health of the business, establishing the policies, legal compliance, and organizational structure necessary for the company to function smoothly as it scales.
- Culture & Talent Leadership: Primary architect of the company's culture, leading the senior management team, drive recruitment strategy, and ensure high levels of employee engagement and retention.
- Stakeholder & Relationship Management: Serving as the face of the company, managing critical relationships with key clients, board members, investors, and primary vendors to protect the brand's reputation.
Director, Marketing and Communications
Amatech Group
November 2019
to December 2022
Porto, Portugal & Bilbao, Spain
- Human Capital & Talent Acquisition: Partner with department heads to define talent needs and execute full-cycle international recruitment strategies, leveraging multi-channel sourcing and rigorous assessment frameworks to build high-caliber, diverse teams.
- High-Performance Team Leadership: Direct the recruitment, development, and performance management of the Marketing and Communications team, fostering a culture of accountability through clear objective-setting, strategic delegation, and continuous professional mentorship.
- End-to-End Product Management & Launch: Act as Product Owner and Project Manager for cross-platform (iOS, Android, Web) developments, directing all five phases of the product lifecycle - from initial planning and scope management to the final "go-to-market" execution - to drive revenue growth and operational efficiency.
- Integrated Brand & Media Strategy: Serve as the strategic architect for all internal and external communications, managing high-stakes PR campaigns, media relations, and brand-consistent content across digital and traditional channels to enhance corporate reputation and business partnerships.
- Financial & Budgetary Stewardship: Oversee the end-to-end lifecycle of the Marketing and Communications budget, including meticulous forecasting, variance analysis, and strategic resource allocation to ensure all activities deliver maximum ROI and align with organizational financial goals.
Head of Marketing & Digital
Impetus Portugal Texteis S.A
May 2016
to October 2019
Portugal
- Strategic Growth & P&L Ownership: Define the overarching business vision by setting clear OKRs and managing the end-to-end Marketing & E-commerce P&L; execute data-driven growth initiatives focused on critical unit economics, including CAC, LTV, and Payback Periods, to drive scalable revenue.
- Omnichannel E-commerce Leadership: Architect and lead the global e-commerce strategy across multiple storefronts and marketplaces; overseeing the entire value chain - from technical platform stability and third-party provider relations to fulfillment and premium customer service standards.
- Digital Transformation & Tech Stack Optimization: Act as the internal lead for digital transformation, directing the delivery of complex IT infrastructures and digital systems; utilize Agile methodologies and user-centered design to improve organizational efficiency and service delivery.
- Full-Funnel Demand Generation: Design and execute high-performance, multi-channel demand generation programs (SEO, PPC, Social, Email) that move beyond vanity metrics to deliver consistent monthly revenue, lead nurturing, and measurable customer conversions.
- Operational Excellence & Resource Planning: Lead cross-functional resource planning and project management, ensuring that technical and creative teams are aligned to a common roadmap; proactively manage risks and industry best practices to ensure consistent, high-quality project delivery.
Global Senior Manager
Zazzle
March 2015
to March 2016
Cork, Eire & San Francisco, USA
- Global Operational Leadership & Scale: Direct a multi-site organization of 200+ FTEs across San Francisco and Cork, orchestrating seamless service delivery and process transitions while maintaining high-performance standards in a fast-paced global environment.
- Strategic Brand Protection & QA Governance: Architect and enforce robust Quality Assurance frameworks across all product categories and distribution channels; ensuring responsibly-sourced merchandise and standardized processes that safeguard the brand’s integrity and market reputation.
- Customer Lifetime Value (LTV) & Advocacy: Drive long-term profitability by developing customer-centric strategies that increase product adoption and advocacy; transforming the service department into a growth engine through exceptional support and industry-leading best practices.
- Cross-Functional Strategy & Financial Performance: Serve as a Trusted Advisor and strategic partner to the executive team, aligning customer service initiatives with global financial goals and business priorities to ensure high-impact ROI and operational transparency.
- Risk Management & Policy Transformation: Lead the end-to-end development and rollout of global customer service policies and monitoring systems; proactively identifying operational risks and implementing "best-in-class" procedures to ensure organizational compliance and resilience.
Google gTech Project Manager
Accenture
August 2014
to March 2015
Dublin, Eire
Ireland
- Strategic Operational Alignment: Translate high-level organizational goals into actionable tactical strategies; directing cross-functional roadmaps and detailed work plans to ensure global projects are delivered on time, within scope, and aligned with Google’s broader mission.
- Executive Stakeholder Management: Serve as a primary liaison for senior management and executives, providing data-driven updates on performance against KPIs and objectives to influence decision-making across diverse business units.
- Global Process Optimization & Scalability: Drive continuous improvement initiatives and participate in global policy reviews to standardize tools and procedures across international sites; consistently improving CSAT, Turn Around Time (TAT), and operational productivity.
- High-Performance Talent Development: Lead comprehensive resource planning and employee engagement strategies, focusing on succession planning and professional development to build a resilient, high-capability workforce.
- Data-Driven Performance Governance: Establish rigorous operational objectives and measurement frameworks; leveraging project analytics to identify bottlenecks, mitigate risks, and implement corrective actions that ensure consistent attainment of business targets.
Google DoubleClick Operations Manager
TELUS International
October 2012
to August 2014
Cork
Ireland
- Enterprise Operational Excellence: Lead the strategic rollout of Google DoubleClick Rich Media Ad Serving and Vendor Quality programs; driving internal capacity and process efficiency to sustain high-volume, time-sensitive global operations.
- Large-Scale People & Talent Leadership: Direct and motivate a high-performing organization of 100+ FTEs; overseeing full-cycle talent management, from strategic hiring and resource planning to the implementation of robust career development and succession frameworks.
- Data-Driven Performance & Governance: Own the monitoring of OKRs, KPIs, and productivity metrics; leveraging timely data collection to optimize unit costs, eliminate operational errors, and ensure all activities remain on time and within budgetary constraints.
- Risk Mitigation & Compliance Architecture: Architect and maintain rigorous RAID risk assessments, forecasting models, and Quality Assurance protocols; partnering with Legal and Safety departments to ensure 100% compliance across all organizational workflows.
- Strategic Stakeholder & Vendor Management: Act as the primary liaison and QBR (Quarterly Business Review) Lead for senior executives and external vendors; facilitating cross-functional collaboration to improve system tools, manage inventory, and align tactical delivery with global strategic objectives.
Operations Manager|| Quality Lead & Trainer
IBM
December 2009
to October 2012
Braga, Portugal & Cork, Eire
- Strategic Account Governance & Client Relations: Serve as the primary operational lead for the largest T1 inbound support team (116 FTEs); directing Weekly and Quarterly Business Reviews (WBR/QBR) and aligning local execution with the client’s global mission, values, and long-term goals.
- Scalable Talent & Training Strategy: Direct the full learning lifecycle, from identifying skill gaps to designing and facilitating comprehensive training programs; building high-morale teams and creating sustainable succession plans through inspired leadership and professional development.
- Performance-Driven Quality Assurance (QA): Architect a culture of top performance by evaluating staff and team-level metrics; utilizing data-driven "creative solutions" to address service gaps, increase customer satisfaction, and protect the high-standard AppleCare brand identity.
- End-to-End Transition & Onboarding Architecture: Lead the strategic onboarding and transition of BPO accounts; developing robust operational policies and procedures that ensure seamless service integration and 100% compliance with legal and regulatory frameworks.
- Performance-Driven Quality Assurance (QA): Architect a culture of top performance by evaluating staff and team-level metrics; utilizing data-driven "creative solutions" to address service gaps, increase customer satisfaction, and protect the high-standard AppleCare brand identity.
Unilever F&A Process Transition Lead
IBM
July 2006
to December 2009
Portugal
- End-to-End AR Process Transition: Orchestrated the strategic migration and setup of Accounts Receivable workflows for diverse SEEMEA markets; mapping financial processes and implementing the AR Collect billing system to ensure a seamless transition into the BPO environment.
- Working Capital & Cash Flow Optimization: Directed daily cash management and collection strategies (Telephone/Email/Mail) to minimize DSO (Days Sales Outstanding); performing detailed aging analysis to identify slow-paying accounts and recommending strategic collection actions.
- Financial Integrity & Reconciliation Governance: Maintained the accuracy of the AR sub-ledger through rigorous account reconciliations, bank deposit recording, and credit application; ensuring all miscellaneous differences were cleared and uncollectible amounts were strictly accounted for.
- Advanced Financial Reporting & Ratio Analysis: Produced comprehensive monthly P&L, Debt/Goal, and Management reports; utilizing ratio analysis to provide senior leadership with actionable insights into collection progress and overall liquidity.
- Operational Excellence & Stakeholder Relations: Strengthened B2B client relationships by resolving complex billing discrepancies and irregularities; continuously streamlining AR processes to improve documentation verification, payment speed, and reporting accuracy.
Skills
Languages
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Portuguese (Bilingual proficiency)
Expert
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English (Bilingual proficiency)
Expert
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Spanish (Bilingual proficiency)
Expert
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French (Working proficiency)
Notions
Business Administration and Management, General
https://www.uca.fr/
https://www.uca.fr/
International Business Management
https://aru.ac.uk/
https://aru.ac.uk/
Human Resource Management
https://www.por.ulusiada.pt/
https://www.por.ulusiada.pt/