Zhilu Jiang Email & Phone Number

Bangkok City, Thailand

• Research and explore market uniqueness, formulate and execute new eCommerce initiatives and strategies, and leverage collected information and analytics tools to identify customer behavior and tackle different target audiences from different geographies in the fast-changing market environment• Cooperate closely with cross-functional teams/business units to develop and lead digital campaigns and projects and pursue performance commitment based on data analysis• Orchestrate onshore and offshore partnerships with third parties and engage in problem-solving and operations support to 80+ managed properties worldwide for performance fulfillment and communication alignment• Conduct trainings to develop junior eCommerce leaders and interns with enhanced digital literacy and understanding and strengthen the global network of eCommerce team members

Bangkok Metropolitan Area, Thailand

• Managed PPC, SEO, SEM, affiliation, metasearch and social media campaigns and implementation for different hotel products to drive brand.com traffic and revenue• Managed hotel product portfolio on multiple digital platforms and systems to build the business's online presence and enhance digital service delivery• Worked closely with internal development teams for brand website project to improve brand website performance and conversion rates• Conducted presentations in the annual global e-Commerce workshop to share industry updates and best practices to generate business insights and strategy recommendations for tackling emerging trends globally or regionally• Produced eCommerce reports using internal data sources and analytical tools to monitor and analyze website and campaign performances, and identify points for improvement and sustainable growth

Phuket, Thailand

• Promoted exceptional and personalized guest experience by attentively investigating guest challenges and sources of dissatisfaction, addressing customer concerns, demonstrating empathy, and offering timely resolutions• Collaborated with Reservations, F&B and Housekeeping departments to streamline operational processes for creating service consistency and guest satisfaction• Enhanced guest relations and facilitated communication with hotel by leveraging multilingual and communication skills and a customer-centric mindset

Phuket, Thailand

• Fostered operational efficiency by independently completing check-in and out processes and coordinating with other departments• Cultivated service mind and open-minded attitude in the multi-cultural working environment

Lausanne Area, Switzerland

• Performed required daily cleaning duties for assigned rooms adhering to hotel standards while maintaining strong lines of communication with line manager and front desk staff regarding potential changes or challenges to increase efficiency, flexibility and agility

Monthey, Switzerland

• Developed multi-tasking skills through handling mise-en-place, order taking, team coordination and customer interaction simultaneously during peak service hours while delivering high-quality service and creating customer satisfaction

Master Of Science - Ms, Msc Management Of Information Systems And Digital Innovation

Key modules: Digital Business Strategy, Data Analytics & Artificial Intelligence, Programming for Data Analytics, Cybersecurity.

Bachelor Of Arts - Ba, Hospitality Administration/Management