Jill Lu Email & Phone Number

Munich, Bavaria, Germany

Berlin, Germany

• Planning and executing 2 major B2B marketing campaigns for the Australia trade fair and CRM teams.
• Devise and execute marketing automation flows to nurture B2B leads in 8 major markets.
• Coordinating campaign-related activities with the responsible stakeholders and providing data reports.

台灣

• Prepare and present business proposals and analyses for the hotel partners in Taiwan.
• Support market managers in pitching, close, and implementing new deals with existing hotel partners.
• Communicate closely with regional leadership and the central project team in Bangkok to provide market intelligence and feedback to enhance program impact.
• Maintain detailed pipeline and performance tracking, providing weekly reporting and analysis to internal teams and external partners.
• Monitor program performance and contract renewals to ensure achievement of company goals.
• Lead and support local training to update market managers on the new programs and share sales best practices or case studies

Singapore, Singapore

• Growing Airbnb Experiences in Asia Pacific from zero to 15 countries in two years.
• Partner with Regional manager to scale high-quality experiences to support APAC growing marketplace.
• Consulted and onboarded 1,000+ Experience hosts per year and provided actionable, data-driven insights to improve host performance. Consistently awarded top-performer in APAC for achieving the highest host action rate.
• Successful training project in India more than doubled APAC Experiences vetting capacity: created training material, designed mentoring framework, conducted training for 30+ agents, and provided 1-on-1 coaching and.
• Initiated and led groundbreaking customer loyalty program. Successfully implemented campaign to reactivate dormant accounts and reduced customer churn.
• Launch and grow Airbnb Online Experiences in 2020 with APAC team. Established the quality standards and optimized reviewing flows.

Central Singapore

• Organized and supported in-market events to drive community engagement and brand awareness.
• Effectively collaborated in global team with members in USA, EU, Australia, China, Korea and Singapore.
• Six-months quality assurance project for internal on-premise backend data infrastructure system in China: create test cases and plan; conduct end-to-end UAT, disaster recovery, and regression testing.
• Developed internal knowledge base (Confluence), customer experience workflows, macros. Defined requirements for Experiences back-office system for customer experience team.
• Initiated and created business requirements for new internal back-office product feature for classification of Experiences host and guest incidents for better churn management.
• Rolled out Experiences Customer Support to partner, trained, and mentored 100+ external customer service agents in Malaysia, Korea, and China.

Singapore

• Handle inbound and outbound inquiries from hosts and guests of Airbnb’s core Home on a global level, in English and Mandarin; Build a stronger community of Airbnb hosts.
• Created and continued to optimise workflow, which helped to efficiently resolve urgent customer incidents and decreased SLA.Constantly ranked the top 10% on net-promoter score (NPS) in APAC for customer satisfaction.
• Set up and optimized macros in customer support ticketing system.
• Managed VIP ‘white glove’ customer satisfaction for Greater China markets.
• Presented critical success factors and case studies to Airbnb hosts in several community events to increase hosting quality.

Singapore

- High-end fashion and style consulting- Constantly achieving top 20% sales volumes- Key account management- Responsible for store window presentation

Taiwan

- Manage public and private art installation projects. Overseeing creative planning, design development, artistic creation and curation, tender management, implementation, marketing, towards maintenance- Manage project delivery in time, budget and quality while reporting directly to company CEO - Main project for Taipei City Government to promote Beitou.

Shanghai City, China/ Taipei City, Taiwan

- Responsible for art sales over USD 500,000+ - Project management and curation of art exhibitions in Hong Kong, USA, Japan, Taiwan and China- Key account management for 25+ high net-worth individuals- Oversee day-to-day business of gallery in central Shanghai- Managing international art logistics and customs clearance- Responsible for exhibition visual.