Rupert Plumb
Head of Operations @Bsi Merch & Artist Services
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WORK HISTORY
Head of Operations @Bsi Merch & Artist Services
Senior Management Team member alongside CEO, COO, and CTO, driving operational transformation and growth initiatives across the organisation.• Digital Transformation: Led comprehensive technology adoption across the organisation- Implemented Monday.com company-wide, automating workflows and consolidating multiple systems, significantly improving cross-departmental efficiency and reducing manual processes- Drove Gorgias platform implementation, achieving 51% customer service automation rate with projected 2-10% GMV uplift and enhanced customer experience through real-time AI support- Leading Loop Returns integration to enhance customer experience and operational efficiency• Strategic & Leadership: Senior Management Team member driving cross-departmental coordination and strategic initiatives; successfully recruited and hired new Head of Marketing, ensuring alignment with growth objectives• People & Performance: Standardised salary structures, created company-wide salary bands, and conducted comprehensive performance reviews for 40+ office-based staff, enhancing organisational structure and employee development• Warehouse & Operations: Led 2-tier mezzanine construction project alongside COO for new warehouse; spearheaded procurement of automated machinery for folding, bagging and barcoding, streamlining routine product processing operations
EDUCATION
Griffith University
BA, Public Relations
SKILLS
ABOUT RUPERT PLUMB
Head of Operations at BSI Merch | Senior Management TeamDriving operational transformation through AI, automation, and strategic leadership. With over a decade of experience in operations and project management, I specialise in implementing technology solutions that deliver measurable business impact.Current focus: At BSI Merch, I\'ve driven digital transformation initiatives that have achieved 51% customer service automation, led company-wide Monday.com implementation, and spearheaded warehouse automation projects. These initiatives have generated significant cost savings whilst enhancing customer experience and operational efficiency.What I bring: • Digital transformation and AI implementation • Cross-functional team leadership and change management• Performance management and organisational development • Strategic planning with hands-on executionPreviously Head of Venture Relations at AEI Music, where I developed e-commerce strategies that delivered 200% revenue growth for Drum & BassArena and UKF through strategic partnerships, and led teams of 100+ volunteers whilst achieving significant cost reductions. I\'m passionate about leveraging technology to solve complex operational challenges and building high-performing teams.Let\'s connect if you\'re interested in discussing operational excellence, AI implementation, or leadership in fast-growing businesses.
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