Ematic Solutions is a marketing and technology consultancy. We excel in boosting B2C brands through innovative marketing and SaaS solutions, focusing on customised, ROI-driven strategies. We don’t do “pie in the sky” and we don’t “sell the dream”. We are practical-minded marketers who look to solve real-world problems while building towards the future through a step-change approach.During my dynamic 7-year journey at Ematic Solutions, I grew from a Customer Success Manager in Hong Kong to a Team Lead, then to a Regional Leader, and finally to a Country Manager. This fruitful experience sharpened my communication, leadership, and strategic business skills. Even as I took on the role of Country Manager, I continued to prioritize a customer-driven approach. This fundamental value has been key in guiding my daily work, ensuring that we always put customer success at the forefront of our strategy and operations.

Stepping into the Country Manager shoes, I navigated broader responsibilities but found the greatest joy in our shared achievements and the positive impact we made for our customers. Something I'm proud of during my 6-year tenure in the Asia region...• Spearheaded customer success initiatives across Hong Kong, Taiwan, and Greater China, driving a 5x ARR increase over five years. This underscores our dedication to delivering exceptional value and building long-term client relationships.• Oversaw budget and P&L responsibilities, ensuring financial robustness and growth sustainability.• Led strategic planning and execution, aligning our goals with market opportunities and customer insights to foster continuous improvement and satisfaction.• Managed a growing team, scaling from hands-on client management to overseeing a 35-member team (for the Greater China office). This involved recruitment, training, team formation, and culture building, enhancing collaborative efforts and nurturing talent across departments to surpass our strategic goals.• Championed data-driven strategies to boost customer engagement and retention, employing analytics to drive decisions and demonstrate tangible ROI to our clients.• Strategically streamlined the end-to-end customer journey, from the onboarding stage to retention, upsell, and referral. Built strong client relationships, delivering value through innovative solutions and strategic initiatives, which enhanced customer experiences and contributed to our success.• Trained with multiple Martech CRM SaaS products in the market. Combined the recommended SaaS solutions and digital marketing services, aligning with clients' needs and adapting to evolving market conditions.• Coordinated cross-functionally and across countries, ensuring exceptional customer success for regional clients like Sephora, L'Occitane, and KKday, enhancing our reputation and client trust.

As a Regional Lead, I got to blend diverse cultures and approaches, learning as much as I led. It was an adventure in strategic growth and personal development, all centered around customer happiness.

Moving up to Customer Success Lead, I embraced the chance to guide our growing team. It was all about connecting, supporting each other, and celebrating our wins together, big or small.

Starting as a Customer Success Manager, I fondly remember the early days of tackling challenges head-on with a small, dedicated team. We did a lot with a little, and those moments of teamwork and triumph really stick with me.

Transitioning from corporate life in Singapore to a startup environment in Hong Kong, I embraced the agile and fast-paced culture at Bindo, a B2B SaaS company. My role in Customer Success rapidly advanced to a team lead position, where I thrived in forging deep connections with our clients, embodying a customer-centric mindset. I adeptly adapted to the dynamic startup atmosphere, showcasing a strategic mindset and a knack for creative problem-solving under pressure.• Excelled in leading a 10-member team to develop and implement customer success strategies and team management, emphasising agility and resourcefulness.• Championed the customer onboarding process, from conducting product training to maintaining constant communication, ensuring a smooth adoption phase for our products. • Conducted regular check-ins, built strong customer relationships, and provided ongoing product support, re-training, and channeled customer feedback to product developers to enhance customer satisfaction and retention rates.• Successfully managed multiple key accounts, including Miramar Group, Goldin Group, Jamie's Italian, The Coffee Academics, and Le Pain Quotidien, across Hong Kong and Singapore.• Fostered a culture of agility and cross-functional collaboration, aligning sales, support, and development teams to drive customer success and operational excellence.• Leveraged CRM insights and made data-driven decisions to drive strategic initiatives, focusing on sales renewal, upselling, and market expansion, all while optimizing limited resources.

Promoted within a year to a more responsible role, integrating data analytics with day-to-day operations management to enhance business development and operational efficiency.• Managed a comprehensive database of healthcare equipment and contracts across ASEAN, ANZ, and Korea, ensuring operational efficiency and compliance.• Utilised data analytics to inform decisions on contract renewals and business development, while also optimising internal processes.• Recommended workflow improvements based on data-driven insights, frequently applying Lean Thinking principles to enhance operational efficiency.• Fostered cross-departmental collaboration, ensuring cohesive support between sales, call center, engineering, and finance teams.

At Philips Healthcare, a leader in health technology, I started my first full-time role in Singapore, significantly developing my expertise in data analytics, project management, and a client-driven approach.• Developed data analysis and advanced Excel skills, focusing on healthcare data cleaning and analysis to support decision-making processes and generate insightful reports on healthcare equipment market trends.• Led the digital reorganisation of post-sales documentation, enhancing the end-to-end process efficiency. This role also provided the opportunity to take a Lean Thinking course, which helped improve my process management skills.

At AIESEC, a global youth-led organisation focused on empowering young people for social impact, I led talent management initiatives that profoundly influenced my understanding of internationalism and shaped my leadership style. I honed skills in strategic thinking, public speaking, event management, and talent development. My commitment to AIESEC extends beyond graduation, as I continue to contribute to the National team, underscoring my love to this impactful organisation.

DKSH is a Swiss holding company specialising in market expansion services. Although its headquarters is in Zurich, DKSH is deeply rooted in communities all across the Asia Pacific region.My internship in the HR department was a transformative experience, shaping my understanding of the corporate working environment.• Directly reported to the HR Manager, supporting over 900 employees in the Hong Kong office and logistics centres, enhancing my skills in large-scale HR operations.•Utilized Excel and SAP ERP for efficient data management, improving HR process accuracy in compensation and benefits aspect.• Aided in organising HR events, strengthening my event management capabilities and fostering corporate culture.