You Tian (Chloe) Lim

Experience

• 

  SilkAir

  Jun 2010 - Sept 2019

  • Managed SilkAir’s end to end inflight operations including but not limited to menu planning, services offerings, inventory management, inflight entertainment, inflight duty-free shopping• Headed and drove the integration process of SilkAir Inflight Operations to SIA Inflight Operations• Aligned services and offerings within SIA group through collaboration with various business units (e.g., Procurement, Cabin Crew, and Scoot airline’s business units)• Executed SilkAir’s strategic decisions by coordinating with external stakeholders such as SATS, Stellar Entertainment, Global Eagles • Led and managed entire end-to-end SilkAir’s inflight duty shopping process. This includes attending yearly Tax Free World Association (TFWA) exhibitions and deciding on product selection, catalogue layout, and onboard operating plans through cooperation with DFASS Group/ 3Sixty• Preparation of various management reports (e.g., yearly operational budgets, forecast of inflight inventory levels)• Managed yearly internal and external audits for Inflight Operations• Coach junior team members in their career development Show less • Managed entire SilkAir’s customers’ feedback from various channels and supporting adequate and timely resolution of issues• Trend analysis of customers’ feedback and convey data with various business units to address the gaps• Elevated positive customers’ experience through setup of SIA’s Customer Experience Management tool and leading in overseas station audits relating to end-to-end customers’ experience• Drove improvement processes within the company by leading the end-to-end process SilkAir’s Service and Performance Survey which gathers public sentiments regularly• Increased insights on customers’ experience through implementation of Customer Care System (CCS) for SilkAir in cooperation with SIA• Managed yearly internal and external audits for Customers Affairs Show less

  • Senior Inflight Services Executive

    Jul 2018 - Sept 2019

  • Inflight Services Executive

    Nov 2015 - Jun 2018

  • Customer Affairs Executive

    Oct 2013 - Oct 2015

  • Cabin Crew

    Jun 2010 - Sept 2013
• 

  Singapore Airlines

  Sept 2019 - now

  • Leading and managing Inflight Services team for both Singapore Airlines (SIA) and SilkAir’s end to end Inflight Operations (e.g., services offerings, health & safety measures, branding campaigns)• Driving and leading transformation plan for Inflight Operations for SIA-SilkAir integration• Driving efficiency and effectiveness through streamlining of SIA and SilkAir processes• Managing end-to-end partner relationships including onboarding, commercial negotiations, contracting, systems set-up, root cause and data analysis, and performance reviews• Coordinate and liaison with external stakeholders (e.g., SATS) up to senior management to deliver on operational objectives via recommendations and action plans• Leveraging on data analytics to lead process improvements (e.g., Voice of Customers, Customer Insights)• Preparation of various management reports (e.g., yearly operational budgets, forecast of inflight inventory levels)• Coach and mentor team members; supporting them in their career development and acts as an escalation point Show less

  • Regional Cargo Marketing Manager Southeast Asia

    Jul 2023 - now

  • Assistant Manager Design and Branding

    Oct 2021 - Jul 2023

  • Assistant Manager Inflight Services (Operations)

    Sept 2019 - Sept 2021