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Hardworking, energetic, detail-oriented, and adaptable – these are the qualities that best describe Maruša Šantej, one of the first employees at LELOSI. She has been part of the LELOSI team since 2020, joining the company when the team was still small and many of the business processes were only beginning to take shape. Over the years of rapid expansion, she took on a wide variety of responsibilities, from customer support and order processing to participating in product development. Today, she is responsible for wholesale operations, developing business partnerships, and identifying new business opportunities. In this interview, Maruša shares her memories of the company's early days, explains what she enjoys most about working with people, and reflects on LELOSI's remarkable journey through her own eyes.
In 2020, LELOSI was very different from what it is today. The team was small, processes were still being established, and everyone covered several different areas of work. What do you remember most about your first days at the company?
The early days were really exciting. At the time, we were only present in the Slovenian and Croatian markets, and everyone was involved in every aspect of the business. The work was very dynamic and varied. Things and processes could change quickly, and we constantly adapted to our customers, the market and demand. Because we were still at the beginning, we didn't plan a whole year ahead. Instead, we planned month by month or quarter by quarter. Before joining LELOSI, I had already worked for another online retailer, so I knew what kind of work I was getting into. However, every online store has its own processes, software and tools, so the beginning is always interesting because you're learning everything from scratch.
As online sales grew rapidly, there was little room for narrow specialisation. Your day often included everything from communicating with customers to packing orders and managing the online store. Which task did you find most challenging at the time?
The biggest challenge was organising my work so that everything was completed on time and making sure I didn't forget anything by the end of the day because of the sheer volume of tasks I was handling at the beginning. Most days followed a similar routine. I started by reviewing and sorting emails by topic, processing order changes, packing and dispatching orders, and then spending hours working at the computer. I answered general customer enquiries, handled complaints and returns, responded to various requests and quotations, carried out basic accounting tasks, and much more.
The pandemic brought a great deal of uncertainty for many businesses, but it also led to exceptional growth for online retailers. Demand increased rapidly, and so did the workload. How did you experience those changes?
I joined LELOSI just a few weeks before the pandemic began. During those first weeks, everything was relatively calm. The Managing Director introduced me to the company's daily processes while I familiarised myself with the software and my responsibilities. Soon afterwards, however, the pandemic dramatically changed the way we worked. The Managing Director had to make important decisions quickly and adapt the business to the new circumstances. Because of the uncertainty, we agreed that I would stay at home for a short period. However, it soon became clear that the workload had increased significantly, so I returned to work. What followed was an extremely intense period. The entire team quickly adapted to the changing circumstances and our customers' new expectations. We had to adapt the way we operated by introducing advance payments and contactless parcel collection with courier services. This was essential because people were frightened and wanted to avoid contact with others. We also had to plan stock deliveries carefully in advance, as transport times became longer and shipping costs soared. Looking back on that period today, I'm truly grateful that I had the opportunity to work in such a role and to be part of a team that successfully overcame the challenges of that time. Because of the high workload, I didn't really feel the full impact of the pandemic. I genuinely enjoy working—I'm a bit of a workaholic—so that pace of work never felt difficult or burdensome. The days flew by.
As one of the first members of the team, you had the opportunity to witness LELOSI's journey from a very small team to an internationally recognised brand. Did you ever imagine the company would grow to this extent?
Definitely not. The premises where we started were nothing special. When I arrived for my interview, the first thing I wondered was whether I had come to the right place, whether this was a serious company, and whether I could see myself working in such an environment. I have to admit that the Managing Director was very welcoming, and the interview itself was interesting, but I honestly didn't have high hopes of being selected. To my surprise, he called me later that same day to tell me that I was the most suitable candidate, and that's how my journey with LELOSI began. Within a year, we hired several more people, and before long our team had grown to more than 20 employees. Our premises quickly became too small, so we moved several times to larger offices and different locations. What the LELOSI brand represents today is truly incredible. We are present in several European markets, we have opened stores in all major Slovenian cities as well as abroad, and we have established our own production facility in Murska Sobota. I think what we have built in such a short time is truly admirable.
Besides your operational responsibilities, you were also involved in product development. You helped choose designs and new colours that many customers know and love today. Was there a particular product that became especially close to your heart?
At the beginning, we only sold our classic LeloSkin leggings in two lengths – full-length and capri. That was all we had. I have to admit that I had never been a big fan of leggings. I always preferred jeans and other types of trousers. It wasn't until I started working at LELOSI that I actually began wearing leggings more often. I realised that the reason I had never really liked leggings was simply because I had never found a pair that truly suited me. The materials were poor, they wore out quickly, or the fabric stretched so much that they no longer fitted properly or looked good. What attracted me to LELOSI leggings most of all were our original designs. I'm not a fan of black clothing and I don't feel particularly comfortable wearing it, so I've always preferred something brighter and more colourful. At the time, our leggings were exactly what I needed—exactly what I had been looking for.
As the team grew, responsibilities became more specialised, and you realised that what you enjoyed most was working directly with customers. What do you enjoy most about communicating with people?
I've always enjoyed working with people. It gives you the feeling that you've solved someone's problem, helped them make a decision more quickly, or fulfilled their wishes. Customers are always looking for something, and that's where we come in. We help them choose the right product, the right size, offer advice, and correct any mistakes if they occur. We're there for them from the very beginning to the very end—and even afterwards. From the moment they first hear about our brand and get to know it, to the moment they write to us months later to tell us that our products are the only ones they buy anymore.
Many customers turn to LELOSI not only because of the products, but also because of the friendly support and the feeling that someone genuinely listens to their needs. What are the key elements of building that kind of personal relationship with customers?
I think the two most important things are being helpful and being kind. We genuinely do our best to make sure our customers are satisfied because that's the first step towards ensuring they'll come back. Patience is also very important. Sometimes you come across customers who may not realise that certain issues are caused by factors beyond our control and that things don't always go according to plan. From placing an order and receiving payment to delivery and sometimes even product claims or items that don't meet expectations, challenges or minor mistakes can arise at any stage. We do our best to resolve them every day and reassure our customers throughout the process.
Today, you're also responsible for wholesale, preparing offers for companies, public institutions, schools and kindergartens, and advising customers on larger orders. What does working with these clients look like—from the initial enquiry to placing an order? I imagine every organisation has its own wishes, needs and expectations. Do you tailor each offer to the individual customer?
Later on, I realised that this was the area I enjoyed most because it allowed me to build a more personal connection with customers and develop a different kind of relationship. So far, customers have found us themselves, contacted us directly, and sent us enquiries. This has largely been thanks to satisfied customers who have spread the word about us through positive recommendations. It's important that customers tell me what they're looking for. Based on their requirements, I can select and prepare an offer that best suits their needs. Some customers already know exactly which products they want, while others may not be very familiar with our range. I sometimes stay in touch with the latter for a longer period until we find exactly what they're looking for. Customers usually contact me first and tell me what they need, after which I prepare a preliminary quotation. Based on that quotation, we agree on the final selection of products and quantities. I stay in close contact with the customer throughout the entire process and keep them informed every step of the way. The most important thing is that the customer is satisfied.
In addition to communicating with business partners on a daily basis, you're also involved in developing wholesale in new markets and organising trade fairs and pop-up stores. Which steps are the most important for ensuring these projects are successful?
At the moment, we're actively developing this area and working proactively to start advertising and promoting our products, especially to companies, clubs and various associations. Our Design Department has created a catalogue of personalised products, which will serve as the foundation for a completely new strategy and concept that will open the door to new fields and new markets. I believe that the most important elements of successful development are a well-prepared plan and a clear strategy. We need to be prepared for different scenarios that may arise and have as many answers as possible ready for customers who send us enquiries.
When it comes to organising trade fairs and pop-up stores, the two most important factors are good organisation and a clear timeline. Everything has to be agreed and confirmed with trade fair organisers or venue providers well in advance. After that, the coordination between the different departments within our company begins. Communication is especially important here, so that everyone knows their responsibilities, we avoid duplicating work, and everything is completed on time.
Looking back over all these years, what do you think has changed the most at LELOSI? And how do you see the company's future?
From my perspective, the biggest change has been the company's rapid growth, which has undoubtedly brought certain challenges for everyone involved. When you've worked with a small team for a while and that team suddenly grows, it takes time to adapt to a different dynamic within the company. The company's processes naturally change, and employees have to adapt to a more structured hierarchy that may not have existed before. I believe we are an incredibly driven and motivated team that wants to keep growing, and I'm convinced we can achieve much more. We definitely won't stop where we are today because I believe we can offer our customers even more. It's exciting to think about what the coming years might bring. Let's wait and see.
Author: Nikolina Koljanin
