Paulo Lapa Costa
Results-driven professional with a passion for digital product development and UX, combining a
strong operational background with strategic business focus. Experienced in managing global
digital initiatives, leading cross-functional teams, and collaborating with stakeholders and IT
teams to deliver impactful solutions. Skilled in driving service quality and aligning digital
strategies with business goals, dedicated to continuously improving products through datadriven insights and a critical focus on enhancing user experiences and business outcomes.
Contact
--Lisbon, Portugal
Expertise
Product Management
📊 Product development
🌀 Agile Methodology
🧰 PM tools
🗣️ Stakeholder management
Digital & Ecommerce
🛒 Ecommerce Platforms
📈 Web / User Analytics
🌐 SEO
📱 UX/UI: Optimization & QA
⚙️ A/B Testing
Google Tools
Experience
Nestlé | Lisbon
Global D2C Lead
Lead the Direct-to-Consumer (D2C) service, coordinating global operational centers to ensure
high service quality
Managed upskilling initiatives and profile management across centers to meet business goals
Maintained close relationships with stakeholders, delivering engagement presentations and
overseeing SteerCos
Responsible for engagement with new tools and solutions based on business needs.
Leroy Merlin | Lisbon
🖱️ Web management (CMS)
⚡ HTML, CSS, JS
💾 SQL
🔗 Global Operations & Workflows
Managed the entire customer space area, improving UX/UI to enhance usability and
accessibility
Boosted new account conversions and login success through targeted strategies
Improved pre- and post-sale functionalities for a seamless customer experience
Collaborated with internal teams to align customer area improvements with e-commerce
growth goals.
Move | Lisbon
Collaborated on defining feature requirements aligned with business goals and user needs
Helped prioritizing features and managed the backlog for sprints based on business objectives
Created user scenarios and conducted QA testing to ensure functionality and satisfaction
Analyzed user behavior via videos and data to drive continuous product improvements.
Managed the entire Shopify platform, handling content updates, bug fixes, and CMS blocks
Handled order processing and customer management to ensure smooth e-commerce operations
and a high level of customer satisfaction
Integrated Shopify with tools like NetSuite and Zendesk to optimize workflows and streamline
operations
Collaborated with marketing & sales to achieve ecommerce strategies aligned with business
goals.
BNP Paribas | Lisbon
Web Product Owner
2020
Ecommerce Specialist
FLAG
2024 (To start: March)
Product Management
General Assembly
Languages
Portuguese
English
Jan 2020 - Aug 2021
Ecommerce Manager
2008 - 2011
Escola de Serviços e Comércio do Oeste
Sep 2021 - Apr 2023
Web Product Manager
Education
Information Systems Management
May 2023 - Jul 2024
Ecommerce Business Product Owner
Maclaren | Lisbon
Web operations
Jul 2024 - Present
Sep 2015 - Dec 2019
Bridged business needs and IT teams, delivering digital solutions for seven European markets
Translated business needs into website features, collaborating with internaland external teams
Led the Lisbon hub team, fostering cross-team synergies and knowledge-sharing
Presented project updates and steercos to stakeholders, ensuring alignment with business
objectives.
BNP Paribas | Lisbon
Digital Marketing Trainee
Oct 2014 - Aug 2015
Provided global digital marketing support, managing web administration through CMS and
Google tools.
Created Google Analytics reports, surveys, newsletters, and Google Ads campaigns.
Collaborated with internal and external IT teams to resolve bugs using JIRA.
Wunderman | Prague
Web Master and Trainer
Jan 2013 - Oct 2013
Delivered digital support for Ford in Portugal, Spain, and Italy markets
Collaborated with IT development teams via JIRA to gather and implement business requirements
Trained new employees (+100) and developed comprehensive training materials.
