IFGlobal in focus – Carlos Pestana, Chief Operating Officer

Welcome to IFGlobal In Focus, our series spotlighting the people driving our business forward. In each edition, we chat with key team members about their careers, industry insights, and what’s next for IFGlobal.

In this edition, we hear from Carlos Pestana, our Chief Operating Officer. With more than 35 years of experience in the IT and mobile space, Carlos brings a wealth of knowledge and energy to his role. Since joining IFGlobal two years ago, he’s helped lead the company through a period of exceptional growth. From building high-performing teams to driving innovation through technology, Carlos’s focus on strategy, structure, and people has been instrumental in shaping IFGlobal’s success story.

Carlos Pestana, Chief Operating Officer

What led you to IFGlobal?

After 35 years for working in IT and mobile, with roles in Currys, Carphone Warehouse and Hugh Symons Group, I was kicking back by the pool, chilling and semi-retired.

It was only when David Aparicio, our Head of Value-Added Services and who manages our Amplifi in-house Amazon growth agency, introduced me to IFGlobal's Chief Executive Officer, James Bartlett, that I considered leaving the poolside!

I knew James’s dad, Malcolm (our Chairman), for 25 years when the family owned Kondor Limited, which they sold in 2014 for around £100m. It only took one meeting with James for me to be hooked. His enthusiasm and energy are seriously infectious.

I initially came into the business as a strategic consultant. To be honest, my plan was initially simple; build the strategic plan, hand it over, and get back to the pool. But it didn’t take long to see why the team would run through walls for James. He’d grown what was previously I-Fulfilment mostly via referrals. It was clear he genuinely cared about his clients and team. What was most impressive was his vision to take the business to the same heights of the previous family business, while offering a world-class service, giving back to the team, and, most importantly, having fun. I was in!

When you first joined, what were your top priorities and how have they evolved? 

The first step was to engage, listen and understand. I needed to build trust quickly, encourage new learnings and vulnerability, and get the management team on a 12-month leadership course.

We moved fast, giving the team the chance to 'go on the journey' while stripping back the operating model and rebuilding it with the right processes and systems in place. The goal was to professionalise the business without losing the family DNA James had cultivated; building the framework and structure while giving the team freedom to do their best work. 

You’ve been Chief Operating Officer for two years now. What stands out to you most about this journey so far? 

The team’s achievements over the last 2 years have been remarkable. They’ve consistently broken performance records while improving service metrics across the board.

Sales up 30%, orders up 50%, and SLAs up 9%. This gives me enormous confidence in being able to achieve the awesome plans we have in place for our clients and colleagues over the next 2 years. 

What milestone or achievement are you most proud of during this period?   

Building a world-class team has been a highlight. We’ve all reached out to the best people we’ve previously worked with. I contacted my network of over 30 years and convinced them to join this global growth journey. Working alongside these leaders and experts, combined with the incredible talent already here, has been phenomenal. 

Are there particular trends or challenges that clients are bringing up more frequently today compared to two years ago? 

Operations and functions have had to scale rapidly. We’ve implemented new HR and CRM systems and invested millions into BladePRO, our proprietary software, which is expanding with a strong roadmap to support new global facilities and rapid developments. 

Clients are also facing broader challenges. More recently, US tariffs and Brexit-related complexities are creating uncertainty for international sales, while supply chain disruptions, rising shipping costs, and labour shortages put pressure on fulfilment timelines. 

Fast, flexible and accurate fulfilment and delivery is essential with customer expectations being higher than ever. Brands need a fulfilment partner who can deliver operational excellence and provide the data and insight to make smarter decisions. Helping clients navigate these challenges, whether scaling operations, leveraging BladePRO, or managing complex supply chains, is where IFGlobal adds real value. 

What’s something you’ve learned since joining IFGlobal? 

I’ve gained a greater appreciation for what it takes to operate in multiple markets, especially when you’re acting as the operational custodian for brands in those regions. 

The US is fascinating, with laws and regulations that can differ drastically from state to state. Germany, on the other hand, is a completely different story. Running a global business has really brought home the nuances and cultural differences involved in international operations, more than I’ve ever experienced before! 

How do you balance short-term operational needs with longer-term strategic ambitions? 

Our management team is excellent at handling day-to-day tactical needs, putting clients and colleagues first. That allows James and I to focus on the bigger picture such as shaping strategy and planning for the future.

Even though we’re a well-established business with 20+ years of experience, we’ve had to reassess the foundations that will take us to the next level of growth. Like building a house, we’ve spent the last 18 months making sure processes, operations and systems hygiene are solid. We are relentless in revisiting these basics, refining and improving, so our clients get the best possible service. 

At the same time, we’re making bold strategic decisions about where to allocate resources and focus investment; whether it’s scaling BladePRO, expanding internationally, or introducing new value-added services. It’s a constant balancing act, addressing immediate operational needs without losing sight of long-term growth. And that challenge, frankly, is what makes the job exciting. 

Where do you see the greatest opportunities for IFGlobal in the next 2–3 years? 

There are genuinely so many opportunities! The trick is making sure we're all pointed at the right ones.

Over the next 2-3 years, I see our growth coming from three key areas; global expansion, further enhancing our cutting-edge fulfilment software, and hands-on partnership. Together, these allow brands to focus on what they do best - growing their business - while we make sure the engine behind it runs flawlessly. 

We’ll not only strengthen our presence in existing regions but also expand into new countries where it makes sense. This isn’t about being everywhere, it’s about being smart. Automation will continue to roll out across our facilities, but always with a clear purpose to improve service, efficiency and consistency. Not just to have shiny tech for the sake of it.

We’re also doubling down on the services that make a real difference for our clients. Amplifi, our in-house Amazon growth agency, will continue supporting brands on key marketplaces, with some additional key value-added services in the pipeline. 
 
And, of course, BladePRO remains the heart and soul of the business. It’s much more than software. We call it the ‘Purple Thread’; because it’s the heartbeat that flows through IFGlobal; built on real warehouse and ecommerce experience. It’s the lever that gives brands visibility, control and scalability; helping them succeed while seeing the systems we’ve built power it all behind the scenes. And honestly, that’s one of the parts that really excites me.

We’re also launching IFGlobal Academy to drive BladePRO adoption and expertise across our teams and clients. And our BladePRO Data Plan will give brands access to AI and machine learning for smarter forecasting and deeper analytics. A real game-changer for operational insight!

Fulfilment and logistics have been under huge pressure globally. What shifts have you seen, and how is IFGlobal adapting? 

We’re seeing more brands looking to grow outside the UK, which means we’ve had to invest in and refine our international operating models to make sure we can continue to support them effectively. We’re focused on providing the same high standards, reliability and insights that clients expect from us in the UK across all markets. 

At the same time, B2B and retail channels are becoming increasingly important. Some fantastic independent brands are now being picked up by larger retail groups, which brings a whole new level of operational complexity. That’s an area we’ve invested heavily in recently, making sure we have the systems, expertise and flexibility to support them every step of the way. 

Whether it’s global expansion or breaking into new sales channels, we’re focused on giving brands the confidence to grow while we handle the operational heavy lifting behind the scenes. 

How do you see the ecommerce and retail landscape evolving, and what’s most exciting for IFGlobal in that space?

The UK’s ecommerce growth has been strong over the years. While we continue to embrace and support that, we’re keeping an eye on several countries forecasted to outpace the UK over the next few years. Watch this space! 

AI and automation will be huge, especially in turning data into actionable insights. The businesses that get ahead of the pack will gain an advantage against the competition.

How do you see IFGlobal continuing to differentiate itself in such a competitive industry?

We continue to differentiate ourselves by delivering a fully integrated fulfilment ecosystem. Our services go beyond standard fulfilment! We offer multi-channel fulfilment, bespoke packaging, personalisation, rework and kitting, returns management, and value-added services such as our Amazon growth agency, Amplifi. We provide eCommerce brands with a trusted, reliable and experienced partner, and we've become the true growth engine for ambitious brands.

Our global scalability, combined with local expertise, is another key differentiator. Take our SmartBase facility at Bournemouth Airport... it’s unlike any traditional 3PL. Sharing the site with one of our sister companies, it’s more like a luxury WeWork for ecommerce. It houses our warehouse and serves as our BladePRO Centre of Excellence, but also features managed offices, co-working space, a Sky Lounge, a gym, and potentially Padel courts in the future. We're creating an environment where operations, innovation and culture thrive together.

And then there’s BladePRO. There’s a reason we invest heavily in our fulfilment software. It’s order fulfilment and inventory management taken to the next level. Built from hands-on experience, it unites data, automation and real-time insight to deliver the efficiency, visibility, and scalability that growing ecommerce brands need to thrive. Client and colleague feedback directly shapes our development teams’ work, helping us build a fully connected commerce and fulfilment platform. Everyone says they have the best software - but honestly, we think ours really is!

We also cater to a wide range of business models, from direct-to-consumer and subscription boxes to B2B retail. Our flexible solutions are designed to adapt and scale with our clients’ needs, supporting businesses at every stage of growth.

Finally, our Strategic Partner Network through the Solutions Partner Programme amplifies how we add value. By collaborating with consultants, agencies, technology providers, and investors, we give our clients true 360° support across multiple touchpoints, providing shared resources, co-marketing opportunities and access to advanced fulfilment technologies.

How do you personally stay connected to the teams across different regions and functions? 

Communication is a lynchpin for growth. Technology, combined with regular touchpoints, makes it possible for everyone to feel part of the journey.

Our HR system, Bamboo, has been a fantastic tool for cross-functional communication and recognition, helping everyone feel seen and connected. We also run regular team social events, which are a great way to really get to know each other, and, fortunately for me, I stopped drinking a while ago, sparing me most of the embarrassment!

I particularly enjoy the annual colleague awards at our Christmas Party. They tend to get very lively.

Our quarterly Town Halls at our two UK facilities are another highlight. They give me the chance to personally update the team on business performance and share our vision for the future. With fulfilment centres in the EU and US, and developers working remotely from places like the Philippines, Portugal, Spain, and Brazil, keeping our global team connected is absolutely critical.

What motivates you most about the work you do here? 

What motivates me most about the work I do here is the opportunity to create something meaningful and see it grow.

I’ve been through the full journey myself, starting a business with just one desk, a rolodex, and a landline, and then scaling it to £40M in sales and eventually being acquired. That feeling - the thrill of building, learning and growing something from scratch - is like no other.

What excites me now is the chance to bring that experience to IFGlobal. Working alongside this incredible team, helping ambitious ecommerce brands scale, and building an organisation that truly makes a difference. That’s what drives me every day.

It’s about creating moments where people feel proud of what we’re achieving together, knowing that we’re not just hitting targets, but also shaping a culture and a platform that will help others succeed. I’d love to share that full journey - including the challenges, the wins, the learning - with the IFGlobal team and see where we can take it together.

Aside from the fulfilment and logistics industry, what else interests you?  

Aside from the fulfilment and logistics industry, I have a few passions that keep me busy.

Professionally, I enjoy reading widely. From strategy and negotiation to emotional intelligence. Personally, I’m in the gym most days and I’m always reading up on health and fitness, so staying active and learning about wellbeing is a big part of my life.

Family life keeps me on my toes too. My daughter is a competitive equestrian, competing across show jumping, dressage, and cross country at events all over the UK - so owning horses has become a big part of our world by default! My son, on the other hand, keeps things fantastically simple - thank you, son!

Quick facts

• A phrase that describes your leadership style
  Strategic, accountable and communicative.

• If you could have dinner with anyone, dead or alive, who would it be and why? 
  My Dad, Avelino, who passed away five years ago. I know he worried about us all, even when he was sick. I’d invite the whole family so he could see that, because of him, we’re all okay and doing amazing things with our lives. 

• What lessons have you learned as COO that you’d pass on to others in similar roles?
  It’s an obvious one, but invest your time and energy into building the best possible team around you. Then enjoy the journey and have fun! 

Carlos’s drive and strategic vision have played a pivotal role in shaping IFGlobal’s growth story. His focus on building strong teams, investing in technology, and keeping a fun culture at the heart of everything we do remain at the core of who we are and how we deliver for our clients.