pedro labarta
@pedrolabarta
I’m an AI strategy and customer success executive driving enterprise AI adoption and retention.
United StatesWhat I'm looking for
I’m a C-suite executive with 25+ years driving AI adoption, digital transformation, and customer success across retail, B2B, and B2C. I’m a trusted advisor to CEOs and Boards, creating AI roadmaps and guiding adoption from strategy through deployment with measurable retention and satisfaction outcomes.
My P&L ownership includes $50M+ portfolios and leadership of 200+ professionals, with global experience across North America and LATAM. I’ve maintained 92.5% key account retention and accelerated customer impact by improving NPS from 35 to 82 in 14 months through redesigned customer success operations and executive stakeholder engagement.
I specialize in responsible AI & governance, generative AI/NLP, predictive personalization, and experimentation (A/B testing), tied directly to business KPIs. I’ve scaled enterprise eCommerce revenue 5X, delivered sustained 12% YoY growth, and reduced client operational costs by $640K+—including implementing multilingual NLP systems that improved content efficiency by 27% and customer satisfaction by 22 points.
Experience
Work history, roles, and key accomplishments
Senior Business Advisor
Kiazza
Jul 2025 - Present (8 months)
Served as trusted AI advisor to the CEO/CFO and client-facing teams, guiding AI adoption strategies for Shopify merchants. Designed and deployed an AI agent to audit e-commerce stores and convert adoption opportunities into measurable business value.
VP, eCommerce & Omnichannel
Hudson's Bay
Apr 2024 - Jun 2025 (1 year 2 months)
Led digital and omnichannel operations during organizational restructuring, reporting to the CEO and advising the Board on customer fulfillment risk. Scaled digital revenue 5X, delivered $640K+ cost savings through vendor renegotiations, and oversaw $11.8M+ monthly digital revenue while aligning AI and analytics investments to retention and satisfaction KPIs.
Director of AI & Digital Transformation
Vinneren Consulting
Jun 2023 - Apr 2024 (10 months)
Led AI thought leadership and guided deployments from design through execution by aligning solutions to client commercialization targets and adoption milestones. Directed enterprise R&D work launching a CMS platform and delivered multilingual NLP improvements that increased content efficiency by 27% and strengthened customer satisfaction by 22 points.
Digital & AI Transformation Director
Vinneren Consulting
Jun 2020 - Apr 2024 (3 years 10 months)
Directed enterprise AI commercialization strategy across retail and B2B clients, co-creating AI adoption roadmaps and measuring outcomes against agreed business KPIs. Managed a $1M annual AI investment portfolio and implemented multilingual NLP that improved content efficiency by 27% and customer satisfaction by 22 points, while reducing client operational costs by 14% and accelerating release cyc
Director, eCommerce Growth
Axo Group
Jun 2020 - Jun 2023 (3 years)
Led VTEX modernization across global fashion brands managing 2M SKUs, increasing traffic by 30% and new-user acquisition by 18%. Directed BigCommerce-to-Shopify migrations, reducing fulfillment times by 48 hours and increasing sales by 18% within 60 days, while executing risk mitigation to ensure zero business interruption.
Director, eCommerce Customer Success
Elektra
Nov 2016 - May 2020 (3 years 6 months)
Designed and executed a 3-year customer success strategy across a 1,200-store omnichannel ecosystem, driving 22% YoY eCommerce revenue growth and sustained retention improvements through outcome-driven operational redesign. Increased NPS from 35 to 82 in 14 months, improved first-contact case resolution to 80%+ within 32 hours, and launched WhatsApp and Zendesk in 45 days to increase sales by 5%;
Education
Degrees, certifications, and relevant coursework
University of Miami
Master of Business Administration (MBA), Management
Completed an MBA in Management at the University of Miami.
University of Miami
Bachelor of Science (BS), Business Administration
Completed a BS in Business Administration at the University of Miami.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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