Marcela Bernardes
Customer Experience Specialist @Quince
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WORK HISTORY
Customer Experience Specialist @Quince
Toronto, ON, CA
Part of the Customer Experience team at Quince, a fast-growing direct-to-consumer e-commerce brand. Focused on retention, customer lifecycle, and understanding how a high-volume DTC operation manages experience at scale — from post-purchase journey to loyalty.
EDUCATION
HSM University
Postgraduate Degree, MARKETING STATEGY
Pontifícia Universidade Católica do Rio Grande do Sul
Master of Business Administration - MBA, MARKETING, BRANDING E GROWTH
Ibmec
Bachelor's degree, Relações Internacionais
ABOUT MARCELA BERNARDES
PMP-certified Project and Operations Manager with 13 years leading retail growth, digital transformation, and omnichannel operations. I specialize in cross-functional project delivery, operational scaling, and e-commerce, with a track record of building what didn\'t exist before and making complex systems actually work together.Most notably, I led the expansion from a single store to 15 locations and CAD $2M per month in e-commerce revenue, managing every layer of that growth across e-commerce, physical retail, logistics, IT, marketing, and customer experience. Throughout every project, data has been central to how I work — helping me diagnose problems, track progress, and validate results.Key areas of expertise: Project management and cross-functional delivery Retail and e-commerce operations Digital transformation and omnichannel Data analysis and business intelligence (Power BI) CRM, customer experience, and retentionRecently relocated to Toronto, currently gaining hands-on experience in the Canadian e-commerce market and bringing this same depth of execution to new challenges.
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