Gavin H Email & Phone Number

Shanghai, China

Shanghai

Shanghai China

- Estabulish e-Commerce strategy & planning development of CRM and Digital Loyalty solutions;- Build entire owner experience communication strategy across online offline channels;- Lead cooperation of CRM_Owner experience team with other internal stakeholders on the design of proposal, enhance standard CRM kits and tools etc;- Lead offline owner initiatives to provide best-in-class owner experience;- In colaboration with PR to build up media monitoring and responding comms strategy across all social channels;Key Achievements:1. Owner recuirtment (Product registration) up to 51%, leading global benchmark;2. Build exclusive lifecycle comms strategy within Wechat eco-system and across online/offline channels; MAU up to 45% in overall; 3. Estabulish loyalty program strategy across online/offline channels; provide owners with best-in-class owner experience; NPS 80%4. Facilitate owner data-driven sales/marketing strategy with exclusive BI reporting; drive repeat purchase from 8.7% up to 16%;

Shanghai City, China

1.Drive organizational strategy plan, direct and control all customer service activities to accomplish financial, HR, quality service and MEI.COM business growth objectives. 2.Full upgrade the Call Center to the Customer Care Center, build up a customer centric and data driven Service-Oriented Architecture. 3.Manage Customer Care Center P&L effectiveness.4.Develop SOPs and DOAs to ensure optimization and compliance with established KPI’s and regulations.5.Establish an integrated Omni-channel customer service platform to enable customer service excellence at all time. 6.Inspire a “CARE” culture throughout customer shopping journey and service team engagement. 7.Continue to improve and enhance customer shopping experience through Voice of Customer initiatives.8.Work closely with IT and other functional teams to develop and optimize the operational infrastructure and internal processes.9.Work closely with Merchant, Studio, and Production team for delivery of best User Experience through all touch points on the site.10.Work closely with Marketing team for online/offline event activities; as well as for customer Acquisition, Retention through various social channels. 11.Create Brand Ambassador Team and enhance CRM functionality to elevate MEI.COM brand image; drive customer loyalty and maximize revenue. 12.Collaborate with HR to recruit, train and develop high-performing key accounts. 13.Successfully lead an offline store project in Qingpu Outlets for new customer acquisition in Dec.2014. 14.Have deep knowledge of Magento, Java, CRM, Omni-channel service systems/tools.

Shanghai

1. Formed and equipped the Customer Care Center.2. Set up the SOPs, DOAs, P&Ps in accordance with NMG service standards;3. Improved the service processes and optimized systems in terms of quality of customer service through every single touch points;4. Took in charge of CCC daily operations and KPIs implementation, made sure all the tasks were achieved;5. Built up and implemented the CRM program together with MKT team, focused on customer engagement as well as on VIP customer maintenance; 6. Continually provided the management team with valuable customer feedback by data analyzing and helped on strategic decision making;7. Maintained the NMC public image by handling public crisis, serious complaints in a timely manner. 8. Continually led the CCC team to provide customers with excellent service.

Taizhou City, Jiangsu Province

Achievement: Green P&L and cost controlGuest satisfaction ranking No. 8 out of 50 in AU/MEA/APRevMax ranking No. 6 out of 67 in AU/MEA/APHHonrs program achieved target every month

Suzhou Jiangsu Province

worked with a wonderful team in a very difficult local enviornment. Achieved RevMax 110% in year end. lead guest satisfaction up to top 9 in Great China region.

Sofitel Suzhou

Doubletree by Hilton Wuxi

Crowne Plaza Century Park Shanghai

InterContinental Pudong Shanghai!

Associate’S Degree, Cthcm

学士, Chinese Language & Literature