Azri Fikri Osman Email & Phone Number

Kuala Lumpur, My

Selangor, Malaysia

- Support and steer the Marketing Experience Center personalization team setup, ramp-up processes, optimize collaboration and execute pilots with 18 markets (Region Overseas).- As Salesforce Audience Studio and CDP Strategic Consultant, I’m responsible to input into the development of the platform and its uses to support business needs in the region.- Consult the markets and region on the customer journey strategy, with a focus on audience targeting and support markets to achieve the optimal use of the implemented personalization tools & use cases.- Steer the regional adoption and implementation team, for a coordinated customer journey.- Cross-stream alignment & consultation with Salesforce Interaction Studio, OneWeb, Marketing Cloud, Content and Media.- Regional steering of line operations and input to support the central development of the data driven activities.

Kuala Lumpur, Malaysia

- Work closely cross-functional to drive consumer value journey (CVJ) mindset and WOW. Generate new ideas for digital campaigns and execute effective digital marketing communication materials to map in the customer journey (UEF).- Define existing Customer Journey landscape, build and maintain comprehensive end-to-end customer UEF that incorporate customer interaction and experiences.- Leverage insights & analytics around customer behavior, definition and demographic to build segmentation for a tailored approach to engagement through the usage of 1st/2nd/3rd party data.- Test thinking and theoretical ideation to ensure solutions create value for customers, the business and their nominated entities.- Responsible for local Martech stack implementation & optimisation as well as working closely with ISEA/global team for project rollout.- Digital SPOC to consult & support brand team for day to day ops or campaign deliverables.- Measure and report performance of all digital marketing advertising and campaigns (ROI & KPIs).

Kuala Lumpur, Malaysia

- Identify and implement analytical strategies to enable continuous improvement in customer acquisition, repurchase and retention initiatives.- Segment and optimize consumer database to maximize revenue, provide in-depth and business-oriented analysis while ensuring the best customer engagement.- Collaborate with cross-functional team and within agency network to manage big data and leverage customer intelligence to drive and optimize customer experience. - Work with creative team closely to develop a deep understanding of what resonates with the consumer and continuously optimize content/messaging accordingly. - Hands-on with state-of-the-art CRM tools such as Eloqua & Pardot to segment customer groups and target them with the right messaging at the right time within the consumer journey lifecycle.- Produce periodic and ad-hoc reports via data dashboards to client’s business stakeholders and management team to support critical decision making.

Kuala Lumpur, Malaysia

- Manage and maintain CRM programme for internationally known clients. The main role is to expand & retain the customer base through consumer journey optimization while ensuring optimal database growth. Activities cover all pillars of CRM from acquisition to retention with specific set KPIs to meet client's business objectives.- Manage a team of 3 primarily for product sampling and club rewards redemption fulfillment as well as periodic telesurvey activity for multiple FMCG clients (Friso Gold, Dutch Lady & Nestle). Produce weekly, monthly and quarterly report on sampling & rewards redemption activity.- Responsible for the collection, organizing and analyzing large set of data to discover patterns and useful insights; communicate the findings and insights to key stakeholders for further business action.- Hands-on with MS CRM to create customer segmentation, mailing groups, create and assign telesurvey activity, reward system as well as managing the consumer data acquired via the website and offline uploads by 3rd party vendor.

Selangor, Malaysia

- Appointed as the project leader to plan and oversee all stages of Kawasaki Malaysia’s website revamp.- Primarily held responsible for managing the website and all social media platforms. Restructured content and optimized user flow to improve overall online customer experience. Website page views grew by 150% and Facebook fan page likes by 16%. - Initiated digital CRM activities to build-up online base by encouraging online customer engagement and instilling ‘digital’ mindset while at it.- Coordinated focus group research between selected Kawasaki owners and Kawasaki Japan R&D team to gather first-hand information on local market product needs. Research findings will be factored in when developing future local product launches. - Liaise with the advertising agency to ensure advertising materials are delivered on-time and comply to company CI guidelines.

Selangor, Malaysia

- Appointed as the project leader to plan and oversee all stages of Lexus Owners Portal execution. The website was successfully launched on-time with 100% functionality despite the development time was cut short. - Maintain optimum website functionality and system rigidity to ensure exceptional online customer experience for Lexus Owners Portal. - Plan and produce periodic owner's portal content to maintain web usefulness as well as driving more traffic online. The localized content garnered repeat page views and unique visitors. - Involved in concept planning for customer engagement activities with the objective of increasing customer retention. Initiated service retention activities which contribute to the increase in the service center's monthly service retention rate by 15%. - Liaise with the digital agency to ensure web enhancement are properly executed and meet set expectations.

Selangor, Malaysia

- Administered Toyota Owners Portal from front-end & back-end perspective by carrying out web enhancements to improve functionality. - Effectively used Google Analytics to understand online customer behavior and deliver relevant campaigns to reach the targeted audience. - Successfully executed Toyota Owners Portal's flagship online & on-ground customer event with 83% customer retention rate.- First hand experience in handling customer enquiries and complaints for Toyota websupport mailbox, level 2 customer phone enquiries and on-ground activities.- Provided extensive technical support to team members during critical project delivery. - Liaise with different level of personnel across divisions to get mutual understanding and necessary support in delivering multi-division projects.

Bachelor Of Multimedia (Honours) In Media Innovation And Management, Digital Communication And Media/Multimedia

This professional degree course aims to prepare graduates to become hybrid managers by equipping them with creative design knowledge.

Diploma In Business Information System

This diploma course prepares the graduates to be able to become project managers in IT based environment where both technical & business.