Jennifer S.

Experience

• 

  A.S. Watson Group

  Aug 2012 - Nov 2014

  International Buying Team Buying Assistant

  Served Key Accounts (Major Health and Personal Care retail stores’ buyers) individually in the UK, Europe (Krudivat- Netherland, Super drug - UK, Savers- UK, ICI paris) & Asia Watsons to increase joint buying. Developed attractive product offerings to Key accounts. Managed beauty replenishment ranges for clients in Netherlands, the UK, and Watsons Asia (over 80 SKU per range on average)Understood the needs of B2B clients and proposed suitable items to them for increasing sales volume and share of wallet from key accountsExplored new business opportunities by exploring new products to propose to clients to achieve targetsIncreased cost saving for clients by switching projects from existing suppliers to new suppliersManaged tendering project: cost analysis, samples review, negotiation with suppliers Sourced potential new suppliers from trade shows: eg: Cosmoprof in Hong Kong & Canton Fair in Guangzhou Show less

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  Kyo Hayashiya Hong Kong Branch // Wealth Effort Limited

  Dec 2014 - Jan 2016

  Operation Manager

  Launched a prestige Japanese F&B business with over 260 history (Kyo Hayashiya) in Hong Kong from scratch by monitoring and leading in multiple aspects of the projectWore multiple hats: from negotiating with land lords, sourcing food suppliers, setting up the venue that met government requirement, liaising with Japan Headquarters, working with different contractors, formulating marketing strategies, creating marketing contents for various marketing channels, transferring knowledge from Japan Headquarters to local employees, to recruiting & training local staff. http://hp.leegardens.com.hk/#!/dining-details/hysanplace/dining/Items/Kyo-Hayashiya.aspx Show less

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  ClarityEnglish

  Feb 2016 - Oct 2017

  B2B Business Development Specialist

  Generate new business for a subscription based English e-learning software (SaaS) company via generating new business models, attending conferences and exhibitions, creating and managing pipeline, exploring new markets and delighting existing customers.Build relationships with existing key accounts by enabling them to make better use of the products subscribed and sharing insightful best practices across the region. Provide recommendations that will bring benefits to their end users and their other stakeholders. Leverage existing relationships which lead to profitable business development. Advise institutions on matters related to the establishment of e-learning resources and various best practices in areas of Self-Access Language Learning (SALL), flipped classroom, independent learning, blended learning and placement tests.Have a track record of continuously identifying market delivery gaps, including identifying some much-needed improvements in various touch points between the company and clients within the buying journey and after sales journey; enhance different supports to the clients for better customer enablement.Develop and maintain a network of contacts (Education institutions, libraries, language schools) in Hong Kong, Macau, China and the UKProvide inputs in various marketing projects including setting the brand identity, establishing and fine tuning buyer personas and suitable buying journeys. Work with the marketing team to deploy campaigns to drive demand for company’s products.Explore new business opportunities whilst develop and maintain an understanding of the marketActively pursue various promotional opportunities like teaching events, trade shows and exhibitions.Analyze the market performance regularly Show less

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  British Council

  Oct 2017 - Jun 2019

  Commercial planning: Carries out monitoring and standard reporting on commercial data involving sales, profitability and/or co-funding and sponsorship opportunities.Market & customer intelligence: Ensures product/sector knowledge is up to date and forward thinking. Provides account /country specific input into market intelligence activities, innovation and business development/marketing plan/targets. Use a range of standard processes and techniques to carry out routine research and analysis of actual or potential customer/audience trends – e.g. customer segmentation, demographic profiling, competitor tracking and measurement of market share.Account & stakeholder management: Manages and delivers in year Account Plan. Develops out of year Account Plan. Links with B2B support from Operations team to set and review quality of delivery to support account relationship. Links with Marketing for targeted events, campaigns and collateral to support retention and value add. Undertakes contract review and refresh. Works to defined Account Relationship standards and frameworks. Maintains accurate and up-to-date records and data in order to support effective and coordinated account management across the organisation. Conducts research, into business activities, challenges and key personnel in target customer, partner or sponsor organisations to support the exams business in developing new business and cultural relations opportunities for the BC. In accordance with an agreed account management plan, coordinates and organises contact between stakeholders in key client/partner/sponsor organisations and the exams business – e.g. meetings, conference slots, sending targeted marketing or thought leadership materials.Analysis & Reporting: Using standard procedures and templates, regularly records, analyses and reports on operational activity levels and performance data to support management. Show less Manage a team of six, oversee day to day operation of exam booking, settings and delivery.Build relationships between British Council and key stakeholders in Hong Kong and in the UK through the development and delivery of global, regional and local products with non-IELTS examinations, working with Deputy Director, Examinations Services to meet targets and plan for future growth.Contribute to the strategic planning of distribution and Aptis examinations and support Deputy Director, Examinations Services by setting and achieving targets.Ensure customer service management standards are being met or exceeded. Work with the Marketing team to design and implement campaigns to drive demand forexaminations.Develop and maintain a network of contacts in Hong Kong with educational institutions, language centres, customers, potential partners and key UK stakeholders such as Cambridge English Assessment and universities.Play a leading role in developing distribution partnerships and increase the number of partners.Explore new business opportunities whilst develop and maintain an understanding of the market for distribution and Aptis examinations such as computer-based delivery and develop product line further while constantly striving to improve the customer journey.Actively pursue cross team promotional opportunities such as participation in Teaching Centre events with parents and teachers, and exhibitions.Ensure safeguarding and guidelines are applied and upheld in line with standards andpolicy for the following areas:1. Child Protection2. Equality, Diversity and Inclusion3. Health & Safety Show less

  • Account Relationship Manager - Exam Services

    Dec 2018 - Jun 2019

  • Examinations Services Manager – Distribution and BC Tests

    Oct 2017 - Nov 2018
• 

  Clarivate

  Jun 2019 - Jun 2023

  Customer Success Manager, Asia Pacific

  (Photo: 2021 Asia Pacific Outstanding Employee Award)The Customer Success Manager (CSM), Asia Pacific is the key point person for retention on SaaS products by establishing trusted relationship with customers, with a focus on understanding the goals and needs of academic and research libraries individually and regionally, and advising on relevant best practices. Responsibilities include: Help APAC (Hong Kong, China, Macau, Taiwan, Singapore, the Philippines, Malaysia, Korea, Japan) academic libraries, commercial institutions, museums and government bodies to achieve greater value through documented success plans and roadmaps, coordinating resources to resolve problems, and generating enthusiasm for the solution, with a focus on library management SaaS product Alma, library discovery SaaS platform Primo VE and reading list SaaS product Leganto.Build and maintain strong relationships with assigned customers.Monitor and analyse customer usage, identify patterns and ideas where value could be added to customers.Understand customers’ short term, mid term and long term business goals, investigate how the SaaS products and the products’ future development will benefit the customers.Conduct regular strategic business reviews and tactic operation reviews with customers to ensure they receive maximum value out of the products. Identify renewal risks and develop strategies to mitigate them.Serve as a trusted adviser to customers by deeply understanding their needs and building long term relationships.Identify and document regional best practices while also sharing global best practices across several functional domains in the library.Communicate progress and outcomes of success plans for each customer.Work with Marketing and Product Management to assemble and create regular consistent content, including email communications and webinars that can be deployed across regions.Surface and share customer success stories. Show less

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  SS&C Blue Prism

  Jun 2023 - Jun 2024

  Customer Success Manager

  Own retention and growth for a portfolio of assigned customers in the region. Enable customers for success through professional services enablement across the portfolio. Become a trusted advisor by identifying Customers’ desired outcomes and collaboratively creating Success Plans to achieve those outcomes. Deliver, measure, and communicate ROI for our Customers, throughout the customer lifecycle. Be the trusted partner for Customers in finding use cases and matching product functionalities, and how to align use cases with relevant best practice. Ensure Customers derive maximum business benefit from their Digital Workforce, thus contributing to their long-term loyalty and reference-ability. Own Customer Success planning and execution and working closely with the Sales, Partners, Support team, Professional Services, Customer Experience and Product Management teams on development and execution of Account Strategy, driving Customer retention and expansion Strategically identify new expansion opportunities within the existing Customer base and collaborate with sales teams to ensure growth attainment Represent the Voice of Customers inside SS&C Blue Prism.Host webinars on sharing best practices. Show less

• 

  Zoom

  Jun 2024 - now

  Customer Success Manager

  Delivering Happiness to HK/TWN Customers!Customer Success plays a crucial role in improving the customer experience within Zoom. We proactively build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence. Show less