Susana Estácio Marques

Susana Estácio Marques started their work experience in 2012 as an intern journalist at InfoPortugal S.A., where they were responsible for writing journalistic pieces and interviews for a website, as well as managing the website and database. Susana then worked as an intern journalist at Semanário Grande Porto for a short period in 2013. After that, they held administrative, billing, and marketing roles at Art Blue, and later worked in product and marketing management at Lembranças Soltas from 2013 to 2015.

In 2015, Susana joined SONAE as a business analyst in marketing, where they managed strategic projects for promotional initiatives and provided weekly results summaries to senior leadership. Susana then transitioned to the role of process improvement and controlling in Cartão Continente, overseeing marketing processes and projects in the leading supermarket chain until 2018.

From 2018 to 2022, Susana worked at FARFETCH. Susana first served as a partner service quality specialist, responsible for improving partner services. Susana then became the partner service improvement lead, focusing on enhancing service quality and driving improvements.

Currently, Susana is the senior manager of customer experience at Fonoa, a position they assumed in 2022. In this role, they lead the CX department, managing stakeholders and implementing process design and operational project management to enhance customer journey and service value. Susana has also initiated product management, experience improvement, and service design initiatives.

Overall, Susana Estácio Marques has a diverse background in journalism, administration, marketing, and customer experience management. Their experience includes strategic project management, process improvement, and stakeholder management.

Susana Estácio Marques has a Master's degree in Service Engineering and Management from Faculdade de Engenharia da Universidade do Porto, starting in 2022. Prior to that, they completed a Master's degree in Marketing from FEP U. Porto – Economics and Management between 2016 and 2018. Their undergraduate degree is in Journalism, with a focus on Communication and Media Studies, obtained from Universidade Lusófona do Porto, from 2009 to 2012.

In addition to their academic qualifications, Susana Estácio Marques has also obtained certifications as a SAS Certified Base Programmer for SAS 9 from SAS in July 2017.