Scholarship of Women in Global Business

-Created the new brand-WooTea. Initiate the brand design and CRM system. Promote brand by WeChat and DianPing. Ranks top 10 drinks in DaXing area at Dianping-Target at youth aged 25-35. Acquired 300 club members. VIP guests contribute 3000 RMB yearly; Enhance product quality and the store service process to improve repurchase rate and retail store experience.

-Directly report to headquarter in US about China service team's development-Interacted with other teams and headquarter. Provided and collected with customer feedback to improve the process, increase cross functional communication efficiency and customer satisfaction-Improved the process and standard Q&A of service center and enhance customer experience -Managed service brand projects to ensure service staff image consistent when facing customer. Led the uniform project of Asia. Coordinated the projects of service brochure and tech support hotline promotion.

-Planed annual budget for Customer Loyalty programs and made quarterly budget report and forecast;-Led BMW Magazine project;-Led BMW Welcome Package; Distributed to 330,000 annual new customers;-Led BMW 3rd year anniversary gift Enhanced repurchase rate through the 10% return rate to 4S store to do car maintenance;-Launched and led the BMW Quarterly Customer E-newsletter project to approach 150,000 young customers and reduced the cost by $200,000 compared to traditional print direct mailings;-Launched E-CRM project which aims at sending individualized communication message to customers base on customer data analysis;-Set up and motivated high quality of suppliers including Leo Burnett, Bertelsmann, Hearst, Gruner+Jahr. The quality was maintained through new contract bidding, focus groups and quarterly business review with department head;-Had training in Munich to learn the BMW Magazine global concept and exchange the information of local market;-Represented CRM function in the cross-functional product launch team for BMW 1 and X5 series to develop CRM launch support plan

-Rotated at Dealer Distribution function in Beijing: analyzed dealer performance KPI to generate monthly reports of CRM Sales Funnel Management, NPS score, new network efficiency; Conducted training of new CRM system for dealers from 6 provinces;-Conducted Mini-excavator VIP Survey project: designed survey questionnaire, visited more than 100 VIP Mini excavator customers in 6 provinces to find out loyalty drivers which helped dealers to increase customer loyalty

-Had company training and did company case studies with other 14 trainees from 5 different countries in Singapore;-Rotated at Marketing Communication function in Singapore: Conducted Customer Testimonial project which made videos of customer experience on-site;