Open to opportunities

Nora Blasco

@norablasco

Global Operations & Transformation Executive driving digital innovation, customer experience, and ERP/CRM modernization.

Spain

Message

What I'm looking for

I’m looking for a leadership role where I can drive global operations and transformation—combining digital innovation, customer experience, and ERP/CRM delivery in a highly matrixed environment, with autonomy to redesign operating models and scale outcomes.

I’m a Global Operations & Transformation Executive with 20+ years of international leadership experience, delivering business transformation, operational excellence, customer experience, and digital innovation across Europe, APAC, LATAM, and North America. I’ve led multinational teams of up to 300+ professionals, delivering large-scale ERP/CRM implementations, post-merger integrations, operating model redesigns, and customer-centric transformation programs.

Across matrixed organizations, I drive change with disciplined execution—leading omnichannel customer experience initiatives focused on NPS, retention, and service excellence, and using process excellence methods such as Lean Six Sigma. I’ve delivered €11M synergies through post-merger integration, implemented ERP migration and adoption for 800+ users across multiple locations, and reduced onboarding time by 60% through structured learning programs. My approach blends transformation leadership with technology and governance—partnering with service providers, strengthening revenue operations via SLA/KPI and pricing governance, and deploying agile delivery practices supported by tools like JIRA and KPI dashboards.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Manager

Current

Philip Morris International

Jan 2026 - Present (6 months)

Managed customer experience, operational and sales performance for Spain and led operations in shared services and transformation initiatives. Directed outsourced service providers and drove omnichannel customer experience improvements focused on service excellence.

Customer Experience Management Omnichannel Strategy NPS Customer Retention Contact Center Operations Revenue Operations Outsourcing Management process excellence

Commercial Development Manager

HBX Group (Ex-Hotelbeds)

Jan 2022 - Jan 2025 (3 years)

Headed global transformation initiatives across sourcing and commercial operations. Delivered €11M synergies via post-merger integration and supported ERP migration and adoption for 800+ users across 12 locations.

Digital Operating Models Post Merger Integration Operating Model Design ERP Migration Change Management Workforce Planning

Regional Digital Sourcing

HBX Group (Ex-Hotelbeds)

Jan 2020 - Jan 2022 (2 years)

Designed and implemented a regional 5-year strategy across 37 countries to drive digital transformation initiatives. Increased regional EBITDA contribution to 68%, grew EBITDA by 80% in Year 1 and 63% in Year 2, and reduced onboarding time by 60% through structured learning programs.

Digital Transformation Strategic Planning Regional Strategy EBITDA process excellence

Global Head of VCC Finance

HBX Group (Ex-Hotelbeds)

Jan 2020 - Jan 2021 (1 year)

Led global finance service transformation with outsourced operations and implemented an Agile delivery model. Rolled out virtual payments to 80K+ suppliers using Jira workflows and KPI dashboards.

Agile Delivery KPIs Jira Process Transformation

Corporate Board Director

Sunwing Group / Nexus Tours

Jan 2018 - Jan 2020 (2 years)

Directed multilingual 24/7 service operations across 19 countries and managed 75 FTE. Orchestrated a digital transformation from offline to online operating model and implemented MS Dynamics to redesign the customer journey.

Multilingual Service Leadership Digital Transformation Customer Journey Workforce Management

Operations Integration Director

Hotelbeds Group

Jan 2017 - Jan 2018 (1 year)

Directed post-merger integration of Hotelbeds, GTA, and Tourico and harmonized three legacy operating environments. Delivered €11M operational savings and led organizational redesign, workforce planning, and change management.

Post Merger Integration Organizational Design Workforce Planning Change Management

Global Head of Business Support

Hotelbeds Group

Jan 2015 - Jan 2016 (1 year)

Led global operational support and service teams totaling 215+ employees. Reduced contract time-to-market by 50% and implemented automated quality control to reduce losses by 39%.

Global Operations Support Quality Control Process Automation Time to Market Optimization

MEAPAC Head of Strategy

Hotelbeds Group

Jan 2013 - Jan 2015 (2 years)

Designed and implemented a regional 5-year strategy across 37 countries for MEAPAC. Delivered €6M EBITDA improvement through process automation and standardization.

Regional Strategy Process Automation Standardization EBITDA Project Delivery

Global Operations / Product Lead

TUI Travel Group

Jan 2007 - Jan 2013 (6 years)

Led 300+ employees across 56 countries and drove operational centralization, automation, and productivity improvements. Managed a €85M TTV portfolio and international commercial teams.

Global Operations Leadership Process Automation Productivity Improvement Portfolio Management Commercial Teams