Internal Operations System · v2

Goozone Blueprint
Version 2

The master index that connects strategy, processes, roles, and communication into one operational system. Every link leads to the detailed document.

v2 · July 2026 Internal Living Document

★ How to Use This Blueprint

This is the master index for Goozone's internal operations. Every document, process, and role is mapped here with links to the detailed files. Use it to:

  • Find who does what — Team Map (section 2) shows every role, their department, and reporting line.
  • Know who communicates with sellers — Seller Communication Map (section 3) shows exactly who contacts sellers, for what reason, and through what channel.
  • Navigate the document system — File Index (section 4) links every file in Blueprint/.
  • Connect people to the timeline — Cross-Reference (section 5) maps roles to roadmap deliverables.
How to Update

This document is updated at the bi-weekly checkpoint. If a role's responsibilities change, update the linked file and note the change here.

1 Team Map — Roles & SOPs

Every in-house role at GTC/Goozone, their department, reporting line, and the SOP that defines their responsibilities.

Laura — People & Operations Lead
Operations · Reports to: General Management
Connects people, processes, inventory, and operations. Owns process development, team capability, operational controls, cross-department alignment.
  • Process development and documentation
  • Team capability building and leadership development
  • Operational controls and accountability systems
  • Cross-department alignment and customer service standards
  • Inventory management oversight
Tevin — Marketing & Retail Experience Lead
Marketing · Reports to: Kristion (Brand Intelligence Lead)
Owns marketing execution across all 4 brands (Goozone, Uptrend, Do Brasil, Hello Kids). Monthly planners, content production, campaign coordination, marketplace vendor campaigns.
  • Monthly marketing planners for all 4 brands
  • Content production coordination (reels, stories, campaigns)
  • Goozone marketplace vendor campaigns
  • Visual merchandising and brand consistency
  • Cross-department communication (CSR, Inventory, Stores)
Kristion — Brand Intelligence Lead
Marketing, Marketplace & Business Systems · Reports to: General Manager · Remote
Marketing data analysis, CRM (HighLevel), automations, AI/chatbots, advertising analysis, BI dashboards, marketplace/vendor growth.
  • Marketing data analysis and BI dashboards
  • CRM management (HighLevel) and automations
  • AI/chatbot development and ad analysis
  • Marketplace and vendor growth strategies
  • Community development and retention campaigns
Joel — Digital Catalog & Content Specialist
Marketing/Online Sales · Reports to: Kristion (flat team — peer with Tevin)
Product catalog accuracy, photography, image editing, bulk uploads, pricing, SEO metadata, vendor listing coordination.
  • Product catalog accuracy and maintenance
  • Product photography and image editing
  • Bulk uploads and pricing management
  • SEO metadata and category management
  • Vendor listing coordination and quality control
Ian — Marketing & Inventory Specialist (Hello Kids)
Marketing/Inventory (Hello Kids brand) · Reports to: Not specified
Dual role: marketing (planners, social media, promotions, CSR) + inventory (stock accuracy, website uploads, warehouse organization).
  • Monthly marketing planners for Hello Kids brand
  • Social media content and promotion campaigns
  • Online CSR and customer engagement
  • Stock accuracy and website product uploads
  • Warehouse organization and order preparation
Sydney — Order Fulfillment Coordinator
Online Sales, Marketplace & Operations · Reports to: People & Operations Lead
End-to-end order fulfillment: order → preparation → dispatch → delivery. Links CSR, Inventory, Online Sales, Drivers, Administration.
  • End-to-end order fulfillment coordination
  • Driver coordination and route planning
  • Delivery tracking and customer communication
  • Returns processing and issue resolution
  • Building scalable delivery operations
Betsy — Office Administrator
Administration · Reports to: Sub Management
Payroll, statutory deductions (NIS, PAYE), expense tracking, import/customs, HR admin, stationery inventory, calendar management.
  • Payroll processing and salary administration
  • NIS, PAYE, and statutory deductions management
  • Expense tracking and financial bookkeeping support
  • Import, customs, and brokerage coordination
  • HR administration and calendar management
Leah — Inventory Operations & Control Assistant
Inventory Department · Reports to: Operations and People lead
Central coordination linking warehouse, retail, wholesale, and production. Monitors requests, movements, accuracy, damages, audits.
  • Store inventory request monitoring and fulfillment
  • Warehouse coordination and response time tracking
  • Inventory movement and accuracy monitoring
  • Damage tracking and audit coordination
  • Daily reporting and discrepancy escalation
Gomatee — Warehouse Inventory Control Assistant
Inventory Department · Reports to: Operations and People lead
Incoming/outgoing inventory, GRN, stock transfers, cycle counts, adjustments, picking verification, returns.
  • Incoming/outgoing inventory management
  • Goods Received Notes (GRN) and stock transfers
  • Cycle counts and inventory adjustments
  • Order picking verification and shipping documentation
  • Returns processing and warehouse organization
Jliece — Production Assistant
Production · Reports to: Operations and People lead
Raw material inventory, glass/bottle tracking, production line supply, daily counts, overruns/shortages reporting.
  • Raw material inventory tracking
  • Glass and bottle inventory management
  • Production line supply coordination
  • Daily inventory counts and reconciliation
  • Production overrun/shortage reporting

2 Seller Communication Map

Exactly who communicates with sellers, for what reason, through what channel, and what to do when escalation is needed.

StagePurposeWhoChannelEscalation
Lead → Contacted Initial outreach, explain process CSR (Sasha / Rosannah) WhatsApp / Email —
Account Created Welcome + verification Automated (welcome email) + Sydney & Pablo notified Email 1 (drip) + internal notification —
Verification Approve / reject account Pablo / Sydney Internal —
Payout & Plan Config Guide plan selection, payout setup CSR WhatsApp If stuck → Pablo
First Product Published Confirm store is live CSR (manual trigger) Email 6 —
Ongoing Support Questions, issues, escalations CSR first WhatsApp / Email Inventory → Laura (working hours) · Pablo (after hours) · Platform bug → Pablo → Wappsi
Marketing & Promos Campaigns, content coordination Tevin (plans), CSR + in-house team (executes) WhatsApp / Email / Social —
Order & Delivery Issues Problems, returns Sydney + CSR Phone / WhatsApp —
Marketplace Growth Vendor strategy + execution Faiber + Pablo + Kriston (strategy), Tevin + team (executes) Email / Platform —
Reactivation Dormant seller follow-up CSR + Pablo Email drip + WhatsApp —

Decision Tree: "Seller asks about X → who handles it"

Seller asks
anything
→
CSR
first contact
→
Can CSR resolve?
✓ Done
Can't resolve
→
Inventory issue?
Laura (hours) · Pablo (after)
Platform bug?
Pablo → Wappsi
Marketing?
Tevin

3 Blueprint File Index

Every file in the Blueprint/ folder, organized by function, with the role that owns it.

AreaFileOwner RoleStatus
Strategy01_Roadmap_Goozone_2026-2028.htmlFaiber (CEO) + AllFinal
Strategy01_Blueprint_v2.htmlAll (this document)v2
Process02_SOP_Reporte_Mejoras_Wappsi.htmlPabloFinal
Process03_SOP_Onboarding_Sellers_y_QC_Producto.htmlCSR + Pablo + Sydney + LauraFinal
Marketing04_Email_Drip_Campaign_33Leads.htmlKriston + TevinFinal
Strategy05_Guion_Kickoff_Equipo.htmlFaiberFinal
Process06_Circuito_Onboarding_HighLevel.htmlKristonFinal
Marketing07_Manual_Vendedor_Outline.htmlPablo + JoelOutline

4 Role → Roadmap Cross-Reference

Each roadmap phase and who is accountable for its deliverables.

Phase 1: Foundation (Months 1–2)

Deliverable AreaAccountableFrom Roadmap
Lead list prep & HighLevel uploadPabloWeek 1
Wappsi SOP & bug trackingPabloWeek 1–2
Photo QC SOPLaura + JoelWeek 1
Initial CSR contact with leadsSasha / Rosannah (CSR)Week 2
Account verificationPablo / SydneyWeek 2
Email drip campaign setupKristonWeek 2
Process documentationKristonWeek 2
Seller testimonialsIan + TevinWeek 3
Google Business ProfileKristonWeek 3
Weekly/bi-weekly reportingTevin (coordinates)Week 4 onward
WhatsApp support channelCSR on dutyWeek 5–6
Google Search AdsKristonWeek 5–6
First success storyKriston + TevinWeek 7–8
Wappsi ticket reviewPabloWeek 7–8
Go/no-go decision Phase 2FaiberWeek 7–8

Phase 2: Controlled Opening (Months 3–5)

Deliverable AreaAccountableMonth
HighLevel tagging of new batchKristonM3
Radio campaign (incl. WACK 90.1FM)KristonM3
Outdoor activationsIan + TevinM3
Billboard campaignKriston + TevinM3
YouTube campaignIan + Tevin + KristonM3
YouTube campaignIan + Tevin + KristonM3
Payment provider partnershipsKriston + TevinM3
Referral program designTevin + KristonM3
Channel performance reviewKristonM3
Sustain onboarding pace 8–10/weekCSR + Pablo/SydneyM4
Third support person evaluationLauraM4
YouTube campaign momentum trackingIanM4
B2B outreach to Shopify ownersKristonM4
First KPI cutKristonM5
Go/no-go decision Phase 3FaiberM5

Phase 3: Scale (Months 6–12)

Deliverable AreaAccountableMonths
Automate onboarding funnelPabloM6–7
B2B/LinkedIn channelKristonM6–7
Kriston full-time confirmationKriston + FaiberM6–7
Logistics team expansion reviewSydney + LauraM8–9
BI dashboards consolidationKristonM8–9
Annual capacity reviewFaiber + LauraM10–12
2027 preliminary planningFaiber + Andrea + KristonM10–12

5 Cross-Department Workflows

Key processes that span multiple roles and departments.

Seller Lifecycle: Lead → Onboarded → Active

Pablo
Loads lead into HighLevel
→
CSR
Contacts, guides signup
→
Pablo/Sydney
Verify account
→
CSR + Kriston
Payout config + email drip
→
CSR
Manual "store is live" email

Order Fulfillment: Order Placed → Delivered

Customer
Places order
→
Sydney
Coordinates prep
→
Leah/Gomatee
Inventory check
→
Sydney + CSR
Dispatch + tracking
→
Driver
Delivers

Content Pipeline: Strategy → Publication

Tevin
Monthly planner
→
Tevin + Ian + Kriston
Content creation
→
Joel
Catalog + visuals
→
CSR + in-house
Publish + engage

Inventory Control: Stock In → Stock Out

Gomatee
Receive + GRN
→
Leah
Monitor + coordinate
→
Jliece
Production supply
→
Leah + Laura
Audits + reporting

6 Communication Cadence

The team's meeting and reporting rhythm.

FrequencyWhatWho AttendsOutput
WeeklyTeam checkpointAll operational rolesStatus update, blockers, priorities for the week
Bi-weeklyRoadmap reviewFaiber + Department leadsProgress report against roadmap, Wappsi ticket status
MonthlyMarketing committeeTevin, Kriston, Joel, IanMonthly planner review, campaign performance, content audit
MonthlyInventory reviewLaura, Leah, GomateeStock accuracy, discrepancies, warehouse organization
QuarterlyStrategic reviewFaiber + Ana + LeadsKPI cut, phase go/no-go, budget reallocation
Ad-hocSeller escalationCSR → Pablo → Laura → FaiberCase-by-case resolution

7 Gap Register

What's missing or needs attention.

🟡 Seller Manual (Lead Magnet) — Currently an outline (07_Manual_Vendedor_Outline.html). Full production of PDF or landing page is pending. Decision needed: downloadable PDF vs living web page.
🟡 Wappsi SLA — No confirmed SLA from Wappsi yet. Ticket #4 assigned to Pablo (due 07/16). This is the foundation for setting team expectations on bug/improvement timelines.
🟡 Email Drip — Manual Emails — Emails 1 (welcome) and 6 (store is live) cannot be fully automated yet. Email 1 requires Sydney/Pablo to be notified. Email 6 requires manual CSR trigger since platform lacks webhooks. Process must be documented to prevent missed sends.

8 Immediate Next Steps

Priority actions for the next 30 days, assigned to specific roles.

#ActionOwnerDeadline
1Formalize Wappsi SLA — ask for response time commitments per request typePablo07/16
2Load 33 TIC leads into HighLevel with tag structurePabloWeek 1
3Begin CSR outreach to first batch of leads (5–6/week)Sasha / RosannahWeek 2
4Build and load email drip campaign (10 emails) into HighLevelKristonWeek 2
5Document manual process for Email 6 (store is live) to prevent missed sendsCSR + KristonWeek 2
7Complete Seller Manual production (PDF or web page)Pablo + JoelMonth 2
8Present Roadmap Kickoff to the teamFaiberWeek 1
Blueprint v2 — Next Update

This document is reviewed and updated at the bi-weekly roadmap checkpoint. The next update should reflect:
• Wappsi SLA response
• Actual onboarding progress (33 leads)
• Any role or process changes