Chen Chen Email & Phone Number

Australia

Sydney, New South Wales, Australia

• Developed and maintained an extensive network of UHNWI clients, expanding the client base and achieving significant sales targets and high client retention across bespoke events and exclusive luxury experiences.• Spearheaded customer-centric strategies focused on optimizing the end-to-end client experience, increasing satisfaction and loyalty.• P&L and budget management.• Act as a primary point of contact for complex client issues, identifying and resolving pain points in real-time to drive seamless customer interactions and exceed sales and satisfaction KPIs.• Collaborated with local and global teams to create client engagement opportunities, optimizing CRM strategies and managing product distribution and pricing.• Guided a diverse team, fostering a culture of adaptability, proactive problem-solving, and cross-functional collaboration with supply chain and commercial teams to align service delivery with customer expectations.• Implemented data-driven customer assessments to identify trends and generate actionable insights, which informed process improvements and personalized engagement strategies.• Gathering and analyzing client feedback to implement targeted solutions that reinforced brand loyalty and enhanced the customer journey.• Managed the private team in ANZ, overseeing recruitment, development, and performance, while ensuring legal compliance and data confidentiality.Key Achievements:• Achieved significant sales growth with top-tier clients, exceeding budgeted sales turnover and profitability ratios.• Enhanced brand visibility and desirability through tailored client experiences and strategic collaborations.• Successfully reduced client response times and increased satisfaction rates by creating real-time feedback mechanisms and addressing service bottlenecks.• Achieved significant client retention and repeat business growth, recognized for strategic leadership and adaptability in a high-demand environment.

Adelaide Area, Australia

• Directed HNWI customer experience strategy, focusing on client experience and personalized service to enhance satisfaction, retention, and brand affinity.• Developed initiatives to improve satisfaction across all touchpoints, aligning service standards with customer expectations.• Collaborated with marketing, product, and logistics teams to ensure smooth operations and consistent, high-quality client experiences across channels.• Conducted in-depth customer feedback analysis to guide team improvements, resulting in enhanced client journeys and a strong repeat business rate.• Trained and led a team to prioritize adaptability, customer-centricity, and effective communication, empowering them to anticipate and respond to evolving client needs.Key Achievements:• Improved customer satisfaction and retention through innovative solutions and refined engagement practices.• Recognized for driving exceptional client experiences in complex service environments, achieving consistent annual growth in high-value segments.

Shanghai, China

• Led marketing efforts and client engagement initiatives for the Greater China region, increasing brand awareness and sales through targeted PR campaigns and events.• Developed and executed luxury brand experiences, collaborating with high-profile influencers and celebrities to enhance brand recognition and desirability among UHNW clients.• Directed marketing budgets and evaluated ROI for campaigns, consistently achieving KPIs and driving business results.

Shanghai, China

• Enlarged business revenues by amplifying sales and portfolio customer repeat rate, while maintaining the title of top performer. • Maintained the ROI for events to 150% by directing and completing 50 events and providing remarkable for headquarter and other key cities in APAC.• Played an integral role in ensuring on-time completion of events and art and commercial exhibitions creating proposals and supervising all internal and external team.

Shanghai, China

Executive Master Of Business Administration, Business Administration And Management, General

MBA Candidate

Bachelor Of Business Management (Australian Assessed), Marketing