Experience

NIKE Commercial (China) Co Ltd

• 1 - 100 Employee

• GC Sr. consumer service manager

  • Dec 2018 - Present

  Consumer escaltion file and risk management- Leading NIKE GC L3 team to handle the routine consumer escalation files and special cases related to UX in China mainland market placeNIKE GC membership service - Build up and run the NEOD service team to provide professional physical exercise guidance and 360 product suggestion and 360 mix&match tips to NIKE member NIKE GC social service- Consumer listen and response on key social media platforms such as SINA weibo , wechat, Xiao hongshu, etc.- UGC review, response to the consumer product review from Tmall 3 NIKE owned storesGC CS project management- Implement global CS CRM tools in GC- Build up and keep improving local solution for China spcific live chat service covering various wechat official accounts and NIKE owned e-commercial platformsBusiness coordination - Give input on procedure and mechenism for promo campaigns or non-promo events from UX POV- Rearrange and allocate CS resource to support business growth- Cope with spcial cases encountered during campaign or events Show less

• Social service mana

  • Sep 2016 - Dec 2018

  NIKE GC consumer listen and response on key social media- Service support tool set up and further development by co-working with digital partner- NIKE GC social media service guidline download and localization- Service standard and process build up and optimization- Out sourcing team maintenance and management , including key KPI alignment and regular tracking, etc.



CHANEL

• United Kingdom
• Retail Luxury Goods and Jewelry
• 700 & Above Employee

• Associate CRM Manager of FBP division

  • Jun 2016 - Sep 2016

  • Campaign design & management - CRM master plan design basing on product - CRM communication belt design according to member segmentation - Counter & BTQ CRM support - Campaign execution - Internal communication - ADHOC data & reporting support - Complaint handling - Work flow design & optimization - Vender coordination & management - Budget control & management • Campaign design & management - CRM master plan design basing on product - CRM communication belt design according to member segmentation - Counter & BTQ CRM support - Campaign execution - Internal communication - ADHOC data & reporting support - Complaint handling - Work flow design & optimization - Vender coordination & management - Budget control & management



arvato Customer Services

• AM

  • Oct 2012 - Jun 2015

  • External management - Contributing to marketing strategies, testing, and execution of client programs - Be responsible for CRM system development and testing, maintenance as well as new function development based on membership marketing objectives oriented - Design members redemption mechanism, formulate club rules, tracking redemption process, budget plan as well as control - Be responsible for data mining projects, supervise and ensure the validity and objectivity of all business report, regular CRM analysis of members’ performance and conclude the factors as well as the reason behind consumers’ behavior, put forward the membership with consumer and enhance members’ value - Set up cross-functional plans for campaigns to engage and activate members online and offline - Design and implement for different target members of the CRM activities such as: new customer second purchase activities, existing customer repurchase activities based on sales forecast model, VIP promotion campaigns etc. - Manage CRM campaign progress and report back in case of issues and new opportunities - Responsible for daily communication with key client contacts, serving as primary point of contact for error resolution - Investigating and come up with budget proposal for new CRM projects along side with client - Dive deep into data with BI colleague, ensure smooth issuing of existing KPI reports and develop new reports reflect deeper business insights to client’s business - New digital platform(wechat & membership website) development and operation process establishment • Internal management - Serving as the primary conduit between the client and arvato’s business/support team, providing leadership to the internal corporate team on behalf of the client - Effectively leading and motivating internal team to produce best in class work and fostering a collaborative, energized internal team dynamic with proper incentive Show less



arvato China

• AAM

  • Jan 2012 - Oct 2012

• SAE

  • May 2010 - Jan 2012



Zenith PR

• Public Relations and Communications Services
• 1 - 100 Employee

• AAM

  • Dec 2009 - May 2010

• SAE

  • Nov 2008 - Dec 2009