Mirella Kirtola

Recruited into role to support the company’s operating model by leading a cross-functional team and build the non -traditional service path for the customer and end-user into Shopify, while retaining the integrity of the brand. Managed and executed on the product strategy, master both the Shopify platform and liquid language to execute a cohesively coded and well-designed webpage. Delivered technical support and feedback to continuously optimize the consumer experience. Managed and executed SEO and marketing strategies to promote company awareness and direct clientele to available products. Developed standard operating procedures (SOPs) for all web maintenance logistics processes. Designed functional UI components into the website for easy maintenance and updating from within the company, which saved the company an additional ~10000€ per year.

Moved into a special assignment to redesign and -brand the company’s logo and overall appearance, redesign and develop company webpage (Concrete5.7) and create the marketing strategy. Conducted social media campaigns and control web presence to expand knowledge of Seroc Oy services and drive customer growth. Evaluated and improved campaigns based on A/B testing, data analysis, market trends and consumer feedback. Fabricated cohesive materials according to brand standards across both print and digital platforms. Managed and developed two unique webpages and product portfolios for the company over the years. Grew the customer base by 28% within the first year by updating the entire media and marketing strategy.

Managed and constructed the company webpage and online store (WordPress, WooCommerce) with over 10000 product SKU’s. Managed requests for CRM and customer service survey reporting as well as vendor communications. Instituted monthly email campaigns to improve communication with customers and vendors. Generated campaigns and designed marketing materials consistent with company goals, piloted social media accounts. Presented excellent customer service through client relations both remotely and in the showroom, orchestrated necessary tasks for sales, purchase orders, and invoicing. Decreased customer service workload by 35% by introducing a customer self-help Q&A section and library of assembly/ operation manuals to the webpage. Advanced workflow efficiency by 30% and order integrity by 50% with the installation of ecommerce integrated ERP.

Managed a cross-functional team to deliver contemporary operation model for truck schedule surveillance. Designed and constructed employer location and task system to increase sales as well as employer and customer satisfaction. Directed an eight-member driver team and ten-member service staff to ensure daily workflow deadlines were achieved. Redeveloped and managed company webpages using Joomla, administered updates, and scrutinized translations. Coordinated daily transportation for 8 steam trucks. Provided urgent phone service 24/7 for customers to send steam truck onsite. Greatly expanded workplace safety through gear decisions and adherence to safety certifications.

Administered and co-developed company-wide warranty system (NFO2) for different recreational and heavy machinery categories and product groups to function across ERP and international Yamaha systems. Documented and prioritized business and technical requirements and user stories for feature enhancements, taking into consideration end user needs and company strategy. Worked with entire development team to ensure that user stories are reflected in their technical designs. Communicated regularly and effectively with stakeholders regarding project status, obstacles and their proposed solutions, and the delivery timeline. Maintained and groomed product backlog ensuring that user stories are well-formed and have acceptance criteria. Educated stakeholders, as well as partners in correct operation of the warranty system. Developed and designed an intranet for service and vendor networks which included explosion pictures, service manuals, recall campaigns etc. Conducted service courses and networked with dealers both at trade fairs, events and on a daily basis regarding warranties and spare parts of recreational vehicles.