#customerexperience #automotive #ecommerce #luxury #aftersales #operations #apac
Welcome to my personal website. Here you will find out more about me
My data analytics / visualization portfolio available here:
Feel free to reach out to me via LinkedIn to discuss further.
Subject matter expert in customer experience and operation management. Highly experienced in automotive after-sales business and retail service quality management, particularly with the luxury car brands in Hong Kong. Progressive career track record in automobile industry attained over the years. Regional exposure within the Asia Pacific Region with another European car manufacturer in steering service quality and business. After that, fully transformed into the eCommerce and tech space leveraging expertise in managing customer operations.
Being highly adaptive to different businesses and operations, I am endeavored to explore different opportunities cross-industries.
Ready to embrace any changes!
Holding a Bachelor of Engineering in Industrial Management & Manufacturing Systems Engineering from HKU, my career has begun as an Engineering Trainee at Zung Fu, the exclusive retailer of Mercedes-Benz for Hong Kong and Macau. The training program allowed me to jump-start into the automotive business with almost everything one needs to know about the industry. It was a blend of technical, management and business competences building program for future managers.
My career takes off from there!
Progressively my career advanced through working with another two premium German brands Audi and BMW. Experienced in managing aftersales business: Service (repair, maintenance, warranty, bodyshop.. you name it!), Parts (Spares, Accessories, Merchandises) and Service contract sales (i.e. maintenance and extended warranty), B2B and B2C. Assuming full P&L responsibility of the operations.
At the same time with these roles, customer services managment (customer journey, service process, SOPs, complaint managment) has been my key responsibility. Strive for customer satisfaction is a daily life! As it’s about representing handful of most premium automotive names worldwide.
Extra: Hosting launch of the new line of performance accessories at BMW
Go beyond local Hong Kong market I stepped up my career to the Asia Pacific Region with the French automaker, Renault.
Regionally the APAC team covers South Korea, China, Australia, Japan and Southeast Asia countries like Singapore, Malaysia, Indonesia. The management of each market could be very different as we have Subsidiaries (Korea, Australia), Joint-venture (China) and Importers (other countries).
As a regional manager it was therefore very challenging and exciting in view of the geographical coverage and complexity of management. Steering project in a joint-venture than pushing accessories sales performance of subsidiaries are different stories.
You have to be very adaptive!
And excellent communication skill is vital.
At the same time it was a very fruitful experience to work with colleagues from around the globe (French, British, Australian, Korean, Japanese, Chinese..etc). Cultural awareness is vital for me to accomplish my tasks and business objectives. By taking up the customer care and accessories program roles in the region, there were a lot in me of the jobs. Ranging form voice-of-customer surveys, mystery shopping, contact center and CS performance steering to animating sales performance and profitability of accessories business in the the region.
It’s truly a regional exposure!
Further to the relocation of Renault APAC HQ out of Hong Kong, taking the liberty to join KMB, the major public bus operator in Hong Kong. Making use of my technical and engineering competences to help managing the massive bus fleet servicing operations. Imagine a depot running 7 x 24 with a very sizable double-decker bus fleet and headcounts to look after. Not to mention public bus operator is one of the most regulated business in Hong Kong (or elsewhere maybe).
Amid one of the most challenging times for everyone in 2020, I’ve completed my Master of Science in Engineering Enterprise Management at HKUST. Acquired the most up-to-date business and techs. Particularly in the domain of operational excellence, analytics, eCommerce and digitization, pairing with my industrial experiences.
At the same time setting a course for myself, transforming my career into the tech and eCommerce landscape, what a ride!
Joined foodpanda Hong Kong, a member of Berlin based Delivery Hero, leveraging my CX-CS expertise I looked after the customer (B2C) and partner support (B2B) operations* for one of the most high growth tech companies with business verticals from food to groceries and more..
Awaiting to embrace the next change, the orientation is: somewhere I can go further, something new or prevailing, and somewhat I can prove my capabilities as always.
Stay tuned.
*Customer & Vendor Experience, NPS-CSAT, BigQuery SQL, A/B tests, HelpCenter UX/UI, Omni-channel, 3PL
