Marcus Leong Email & Phone Number

Singapore, Singapore

Moved into a broader scope, managing two restaurants, Artichoke and Small’s

Singapore

Worked with Chef-Owner Bjorn to craft a role focussed on communications - external work including marketing for Artichoke, and new brand Small’s, as well as internal work strengthening inter and intra-team relationships.External:- consolidated brand voice across all social media platforms and email responses, unifying communication style and language- point person for all external partnership requests, leading to successful brand collaborations with spirits like Singleton whisky, and high exposure events including Guinness Grill Out, Neon Lights and Singapore Food Festival- coordinated several STB media familiarisation visits for guests from Australia, the Philippines and Korea- hosted Netflix production of "Somebody Feed Phil", Season 3 episode featuring Singapore, where the crew filmed the closing meal sequence at our premisesInternal:- worked with Front of House team to review service language and presentation- conducted regular 1-on-1s across departments to understand pain points, and worked with supervisors and team managers to identify areas of concern- revamped staff benefit policies to encourage staff to experience the brand as dinersPandemic years:- supported the business model pivot - we became a takeaway business! As Singapore mandated closure of all dining-in facilities, I was responsible for creating and managing websites, social media and communication and ordering channels for multiple takeaway options, including a new brand Curry Daddy.This saw the birth of a new classic - the newborn baby-sized Banh Mi sub (almost 2kg in weight).

Operating as Anode Projects, a multi-interest project arm that involves:- publishing One Day Journal, a lifestyle publication that chronicles the many facets of slow living, primarily in Singapore- food & beverage services for private events, including the 2015 relaunch of The House of Madison showroom, the Singapore home of luxury European home fittings/furnishing brands Bulthaup and Rimadesio- brand experience consulting, focusing on engagement through food and beverage elements of hospitality. Developed specialty beverage services and front-of-house operations and training in Singapore, working on establishments including:. Amiral Atelier (https://www.facebook.com/amiral.atelier/). Freehouse (https://www.facebook.com/freehousesg/). Clinton Street Baking Company Singapore (http://clintonstreetbaking.sg/). May May (a concept by the Blue Ginger Restaurant group). Duxton Hotel lobby cafe. Shop WonderlandOperating as Collective Plus, we piloted a Deli & Pantry hospitality concept to feed and fuel members of a co-working space alongside students of General Assembly, at Spacemob's (now WeWork Singapore) flagship location at Claymore Hill

Taking on this newly-created role, I focused on these main areas for immediate response: Customer Service Response:- Instituted help desk platform (Teamwork Desk) to aggregate multiple email addresses, social media and phone enquiries into a singular ticketed system- Wrote and continually updated canned response bank for application and adaption to a variety of customer queries across all online and offline platforms- Established framework, created FAQs and trained team in platform use- Handled escalated issues across all platforms, primarily dealing with CX and food quality queries- Worked directly with store managers to resolve root causes of escalated customer issues- Compiled engagement SOPs for store teams to encourage confident customer interactionsLoyalty programme administration:- As primary programme manager, I oversaw Cedele Rewards programme (over 34k members) benefit awards- Completed long-standing system migration from previous platform through thorough customer journey mapping- Managed small team to assess and administrate member queries by phone, email and in-store during major festive promotions- Handled escalated issues arising from member query or disputeManagement Trainee programme:- established quarterly Management Trainee meetings to assess development and set further development goals as store and service ambassadors- connected with Management Trainees monthly to check in and review development- coordinated sharing sessions with cluster/senior store managers to discuss best practices

On Lush 99.5:Hosted the Sunday Lush, and commandeered the weekday morning and evening drivetime shows when the regular crew take a break.On Class 95:Helmed and grew a Saturday afternoon show steadily by close to 0.5% over 2 waves, and covered both Morning and Evening Drive shows as first sub.

Department Of Film And Media Studies

Mass Communication: Radio Production 2- Conducted practical skills training and assessment for second-year students in development of radio broadcast presentation skills, where students manned broadcast consoles individually to handle live callers and guests across a 15-minute segmentAdvertising and Public Relations: Broadcast Media Production- Led workshop-style learning for first-year students in basics of Radio broadcasting and radio advertising, culminating in the production of a 30-second radio ad, from conceptualisation to copywriting, and to basic audio editing/engineering

Singapore

I engaged Yelpers both online and offline to grow a community of helpful and insightful contributors who love sharing awesome things about our city.As face/point person/mouthpiece in Yelp's first Asian market, I led all on-ground work in brand marketing, business user on-boarding, and organic user growth, among others, specifically:– Content creation: publishing the weekly Local Yelp newsletter with over 40K subscribers, and blogposts with international reach– B2B outreach: working with small, local business owners to build awareness through online features and event partnerships– Event Management: conceptualising, planning and executing 15 events over 18 months showcasing local brands, businesses and activities– Community building: in addition to growing an active user and contributor community, I also managed the super switched-on and engaged user group known as the Yelp Elite squad

Singapore

In preparation for Yelp's market launch in Singapore, I recruited and managed over 60 scouts as we populated Yelp Singapore's initial database with quality reviews and images.

Singapore

More coffee madness - we opened a proper cafe. As operating partner, I dished up more coffees, did the dishes, tallied the till, ordered supplies, and washed the loo.I also managed a roster of over 50 full-time and part-time staff to provide quality seven-day service to an audience seeking a proper coffee.

Singapore

After cafe hours, I ran a 13-drink-only cocktail bar with friends (including a laser display specialist turned barista/coffeeshop owner/car overhauler) out of the kitchen window.We only had 12 seats, but plenty of standing space. We also had killer beats, amazing riverside nighttime vibes, and were constantly surprised that people came by.

Part-time barista, full-time hours. Also dished up coffees, did the dishes, tallied the till, ordered supplies, and washed the loo.

North Carolina, United States

Returned to Camp Seagull to join the leadership team as an Assistant Head Counselor (Camper Services), supporting the Head Counselor in managing a team of 50 counselors, focusing on the supervision and care of almost 200 campers.

Joined this location as part of an off-season rotation - and saw (and lived in) snow for the first time!Led winter wilderness education hikes and team-building activities for a variety of school and adult groups.Joined the lifeguard team in the warmest spot in the whole resort - the indoor heated pool.

Supervised and engaged young men and women in camp activities, including motor-boating, sailing, swimming and high obstacles.Conducted swimming lessons for local children as part of community outreach, led outdoor education hikes and team-building activities for a variety of school and adult groups in the Spring and FallStarted a second summer as Special Programs Instructor, co-leading a 2-week program called Mariners, where we took campers aged 8-12 on overnight expeditions, including a 3-night sail aboard on 37-foot yacht, and several off-site hikes and campouts.

As a presenter, I started as the resident traffic guy on the morning show with Joe Agustin, Hamish Brown and Denise Tan, I went on to co-host the evening drive with Shareen Wong, and the NSman hour with Justin Ang, rounding off my time there solo on an afternoon requests show.As a producer, I coordinated the School Invasion series with Justin Ang and Jeremy Ratnam, where we participated in outreach to secondary schools and junior colleges, and invited them to our studios for a on-air experience.I also took on graphic design and events management responsibilities to support marketing efforts for the station.

Bachelor Of Arts (B.A.), Mass Communication/Media Studies

Bachelor Of Arts - Ba, Sociology/Philosophy

Activities and Societies: Students' Association of Singapore - President, 2008, 2009; Victorian Singapore Students' Association - Acting.

Diploma, Mass Communication