External vendor management | Consumer Insights & External Comms. | Consumer Experience Operation & KPI management• Shape and transform Asia Consumer Care operations together by partnering with third party service providers and collaborating with internal and external partners.• Manage and lead Customer Operations processes and quality assurance in 9 SEA markets (MY, SG, ID, PH, TH, VN, TW, HK, KR) to mitigate consumer risks and improve consumer experience (CX).• Perform regional data analysis and upper management reporting to close gaps by optimizing business processes, help improve product quality and improve customer experience. • Work with Corporate Affairs, Sales and Marketing to help protect brand PR, campaign execution and external communications.• Linking brand performance and feedback with actionable insights and drive relevant improvement actions with internal and external stakeholders to optimize performance

• Lead an OTC (order-to-cash) team to manage order-to-cash SAP processes for Shell Lubricants B2B and B2C customers in Hong Kong and Malaysia (automotive customers).• Proactive involvement in deal structuring and contract management with guidance from Sales and Marketing team. • B2B and B2C account management in pricing and product portfolio management together with Sales and Marketing team. • Pioneered and led quarterly regional CSI (CX) and VOC analysis and reporting for senior stakeholders.• Actively involved in SAP CRM and Salesforce CRM transition as a super user/focal for SGHK team.• Deliver cumulative cost savings of > USD X K by leading digital transformation projects for Customer Success business process continuous improvement (E-invoicing, MarketHub app onboarding, digital contracts).