Bring businesses into the Digital world

• Led CSM team of 3 in Singapore and established CRM department across offices in APAC region. Oversaw B2B customer relationships for major accounts including Minor Group, BK Group, SPC Group and YUM Group with annual contract value contributing to 50% of SG office revenue• Managed all aspects of customer journeys, from consulting, onboarding, deployment, and renewals. Acted as voice of customer, engineering solutions for operational efficiency and service excellence by automating dashboard… Show more • Led CSM team of 3 in Singapore and established CRM department across offices in APAC region. Oversaw B2B customer relationships for major accounts including Minor Group, BK Group, SPC Group and YUM Group with annual contract value contributing to 50% of SG office revenue• Managed all aspects of customer journeys, from consulting, onboarding, deployment, and renewals. Acted as voice of customer, engineering solutions for operational efficiency and service excellence by automating dashboard to enable real-time data reports and ensuring customer requirements were scoped and delivered • Directed cross-team collaboration to ensure effective execution against operational excellence and provided quarterly review reporting and ad-hoc campaign analysis, extracting meaning from data and refining strategies accordingly. Proactively tracked account health metrics including Net Promoter Score (NPS)• Identified opportunities for cross-selling and up-selling to uplift client acquisition, retention, and satisfaction. Translated client feedback and requests into product improvement features to drive business value realisation• As Project Management Team Lead, spearheaded and helmed team of 5 Project Managers to ensure on-time, on-schedule-, and on-specification rollout of all projects. Led communication and synergy between Hong Kong head office and local office• Managed trade shows with Sales team, driving attendance to booth and ensuring post-show follow up to secure sales and gather market intelligence Show less

• Set up department from ground-up, managing and building high-performing customer success team to enhance customer onboarding, success, and operations. Served as strategic advisor to customers and provided technical expertise to expand engagement with stakeholders across customer organisation• Advocated for customers internally and managed escalations promptly, effectively navigating and mediating conflict, handling crisis management, and developing solutions to resolve issues to increase… Show more • Set up department from ground-up, managing and building high-performing customer success team to enhance customer onboarding, success, and operations. Served as strategic advisor to customers and provided technical expertise to expand engagement with stakeholders across customer organisation• Advocated for customers internally and managed escalations promptly, effectively navigating and mediating conflict, handling crisis management, and developing solutions to resolve issues to increase customer satisfaction and lower delivery risks• Drove process simplification, automation, and enhancements to bring scale to customer success process. Analysed customer data to identify trends and customer behaviour and provided data-driven insights to leadership• As Analytics Manager, managed team of 4 analysts and data scientists to build analytic capabilities to grow organisation’s knowledge. Primary driver of delivering insights that influenced key strategic decision making; mine multiple sources of data, derive meaningful insights, and translated sophisticated results into simple conclusions • Client liaison for international franchises and local merchants. Led collaboration with Production team to develop product enhancements and spearheaded international deployment team to streamline workflow processes Show less

• Built and led outlet operations from scratch, utilising strong business dynamics and acumen to manage all employees, inventory, scheduling, planning menu, training, events, and marketing to deliver the best customer service possible and boost visibility of outlet• Generated events and implemented social media initiatives, leveraging strong understanding of digital ecosystem and collaborating with influencer agencies to deliver against brand strategy. Developed innovative menus reflective… Show more • Built and led outlet operations from scratch, utilising strong business dynamics and acumen to manage all employees, inventory, scheduling, planning menu, training, events, and marketing to deliver the best customer service possible and boost visibility of outlet• Generated events and implemented social media initiatives, leveraging strong understanding of digital ecosystem and collaborating with influencer agencies to deliver against brand strategy. Developed innovative menus reflective of customer interests and partnered with cross-functional teams to curate F&B offerings that created buzz• Spearheaded loyalty programme for high generating income customers and implemented monitoring platform for customers’ feedback to engage audiences and ensure service excellence• Fostered success-oriented, accountable environment through implementation of staff training, training manuals, and daily SOPs. Supervised and reviewed team’s performance on regular basis while resolving issues Show less

• Paperclip is a total PR support service that started of in the 1973 providing press coverage evaluating and presenting thereby handling every aspect of the press analyzing process on behalf of our clients: Marks & Spencer, Christine Dior, Berry Bro. & Rudd and many more. • Grow the department with strategic plans and implementing Marcom and CRM practices• Recommend best means of PR coverage based on target markets and campaign durations.• Data Mining – finding hidden correlations… Show more • Paperclip is a total PR support service that started of in the 1973 providing press coverage evaluating and presenting thereby handling every aspect of the press analyzing process on behalf of our clients: Marks & Spencer, Christine Dior, Berry Bro. & Rudd and many more. • Grow the department with strategic plans and implementing Marcom and CRM practices• Recommend best means of PR coverage based on target markets and campaign durations.• Data Mining – finding hidden correlations between data in order to draw conclusions and advise or assess client performance and reader’s perception.• Using KMR’s TGI, a huge consumer survey query system, is a must in order to help client’s plan campaigns around target groups. This involves good understanding of Geo-Demographics and Acorn/Mosaic groups.• Accountable for all budget expenses while supporting growth • Involved in strategic management meetings establishing the organizations • Steadily grew my role with the organization by moving from Junior Analyst to Head of Department in a period of 2 years. Show less