VOLVO Car Taiwan Company, May. 2022 - Present

(Martech Manager – Marketing Department )

(Commercial Digital Manager – Network & Business Development Department)

• Developed digital transformation strategies and built brand digital ecosystem. 
• Planned and implemented the Digital ecosystem. 
• Established a Customer Data Platform (CDP) integrating online and offline data for automated communication, which increased 20% of the message open rate.  
• Built and managed EC platform for car related lifestyle merchandise selling.  
• Utilized LINE official account for digital initiatives (Recipient of LINE Biz-Solutions Awards 2023 for Best Data Integration) 
• Managed cross-departmental digital projects from marketing, sales to service. 
• Implemented AI-assisted digital adoption, creating automated workflows and utilizing bots to enhance operational efficiency.
  

Clarins Group, Jun. 2019 - May. 2022

(CRM Manager – Head of CRM and Customer Care department)

• Planned and developed Member-Centic eco-sysetem with integrating digital tools and systems.( Adobe Campaign, Cockpit, LINE OA, Tableau, e-Stamp, Chatbot, Clienteling tool)
• Built customer journey flow for marketing automation with different touch point and communication tool which induce 5% incremental of the repurchase rate.
• Planned and delivered CRM strategies across the company increasing customer retention and customer Loyalty, then increased over 15% Existing customers number in 2020 and 2021.
• Analyzed campaign history and other consumer insight to create appropriate segments for targeting and analysis. Increased 5% of the conversion rate in product launch campaign.
• Solved and ensured the customers satisfaction by managing membership hotline call and collaborate with cross function department. Global Rank No.1 customer satisfaction score in 2021. 
• Integrate customer data and Implemented more efficient tool (Tableau) for analyzing customer insight. Built customer analyzing report, such as RFM model and key products cross sale dashboard.
• Implemented LINE OA and integrated with POS through member binding process and planned customized content to different segments. (Binding rate: 71%)
  
• Implement LINE OA new function to provide more service to the customer with more engagement.  
• Monitored and regularly issued CRM KPI Reports for setting overall capture rate, birthday, membership renewal and other targets to achieve YOY growth in key strategic metrics. 

91APP Inc., May. 2017 - Jun. 2019

(Senior Project Manager – CRM Department)

• Managed projects for Clients (Timberland, SONICE, Levis, Kipling, Modemarie...)to apply centralized Omni-CRM system to manage and analyze member data and transaction data, including online and offline members and transactions.
  
• Implemented Omni-channel system integration for clients with OMO(online merge offline) solution.
• Recommended membership program to clients by analyzing historical member profile and historical transaction data.
• Managed projects: Assigns, schedules, reviews, and monitors project status to ensure the progress is within expected quality guidelines and is completed on time.
• Collected customer insights and data to improve CRM platform, including frontend(website/APP) and backend(CRM system). 

Telexpress Company, Sep. 2013 - May. 2017

(Project Manager – eCRM Department)

• Planned, executed digital marketing & CRM solution for clients (include La Roche-Posay, Philips, Meadjonhson, SKII, Wellcome, Jasons, Gogoro...), and these CRM solutions created 10~15% revenue increases for each brand with over 20% response rate for members.  
• Managed digital marketing team and analyzed digital marketing insights for clients to make the strategic decisions.(including GA/ GTM goal setting, marketing trend analysis, service experience engineering.) 
• Planned CRM digital program and platforms (member website) for clients and increase over 10% website visitors compared to the same period last year.
• Planned CRM data analyzing system for clients. Developed the eCRM strategy for integrating digital service and database analysis. 
• Project lead for both in-house and outside clients, in charge of gathering analytics, assembling reports and client presentations.
  

LION Travel Company, Mar. 2013 - Sep. 2013
(Supervisor – Channel Marketing Department)

• Planned Marketing activities and campaigns for physical channel. 
• Planned Marketing activities and campaigns for ITF(International Travel Fair).
  

SHUI- MU International Company (A.S.O Group), Jan. 2010 - Feb. 2013
(Deputy Supervisor–ASO Group Integrated Marketing Department)

• Analyzed VIP data, wrote CRM strategy reports and executed CRM plans.  
• Planned and executed digital marketing for 60th Anniversary. 
• Applied digital marketing communication plan for promoting Brand image.
• Analyzed online environment and provided digital marketing model for the company. 
• Planned and executed online marketing activities for creating more sale revenues with low cost. 
• Designed official website and managed the contents of the latest information with SEO/SEM. 
• Created and Managed Social Network Platform.