Head of Customer Service and Engagement;Digital Sales Operations;WeChat Ecosystem (WeChat MP, WeCom/WeChat Work, WeChat OA etc.)LINE Business Ecosystem;Social CRM;1. Customer Engagement Centre Management2. Traffic-Fans Acquisition-Engagement-Sales Conversion eco-system design and operation;3. Private Domain Digital Sales Operations across multiple ecosystems and markets (WeChat-WeCom, LINE etc.)4. 360-24-7 customer service design and management… Show more Head of Customer Service and Engagement;Digital Sales Operations;WeChat Ecosystem (WeChat MP, WeCom/WeChat Work, WeChat OA etc.)LINE Business Ecosystem;Social CRM;1. Customer Engagement Centre Management2. Traffic-Fans Acquisition-Engagement-Sales Conversion eco-system design and operation;3. Private Domain Digital Sales Operations across multiple ecosystems and markets (WeChat-WeCom, LINE etc.)4. 360-24-7 customer service design and management (Online-Offline, .com, App, mini program, WeCom, LINE, LiveChat, etc.)5. Social CRM set up. (Integrate CRM with social platforms) and uplift Customer Lifecycle Value via Social Clienteling.6. Vendor Management Show less

a. Global Customer Engagement Centre Managementb. Voice of Customer & Customer Insights Managementc. Business Process Optimization (Efficiency, Quality)d. New Business Module Innovatione. Vendor Management

• Take lead of the China Customer Service Department(HQ & Call Center) to deliver world class customer service/experience and satisfaction, and further achieve customer service, sales and marketing closed loop by introduction of intelligent customer service platform to eventually uplift the cost effectiveness.• Customer Service Digitalization；Introduced 7*24 OMNI AI Customer Service Platform to digitalize customer service journey to enhance efficiency, guest satisfaction as well as cost… Show more • Take lead of the China Customer Service Department(HQ & Call Center) to deliver world class customer service/experience and satisfaction, and further achieve customer service, sales and marketing closed loop by introduction of intelligent customer service platform to eventually uplift the cost effectiveness.• Customer Service Digitalization；Introduced 7*24 OMNI AI Customer Service Platform to digitalize customer service journey to enhance efficiency, guest satisfaction as well as cost effectiveness and further achieved member recruitment, sales conversion.• Work closely with Operation, Regional Team, NOD Team to guarantee store service quality.• Increase ROI of Customer Service by achieving service-marketing-sales closed loop. • Improved VIP privilege & recognition by achieving VIP priority service & personalized service by integration with CRM system.• Reviewed and studied current membership program, structure, benefits, member behaviors and upgraded membership benefits, re-structured member tiers to uplift member sales contribution. Show less

Set up and lead a Social Media and eService Team to promote IHG Loyalty Programs and hotels, as well as provide best in class support to customer and members via popular social media, such as WeChat Official Account, Weibo, Industry Online Forums etc.

Lead a Hotel Support Team to guide and support IHG hotels to deliver IHG standards; Lead a Loyalty Program customer care team to support customers and members in all loyalty program related enquiries and promote IHG loyalty program and hotels.

Lead a sales and customer care team to promote IHG loyalty program and hotels, focusing on sales performance and customer satisfaction.

• Provide professional customer support via different channels• Promote IHG brands, hotels, and loyalty programs• Sales generation• Member recruitment