Carmen Too

Experience

• 

  Cedar Point Amusement Park

  Jun 2016 - Sept 2016

  HR Associate (Work & Travel USA)

  Cedar Fair Entertainment Company, is a publicly traded partnership headquartered at its Cedar Point amusement park in Sandusky, Ohio. The company owns and operates twelve amusement parks, two outdoor water parks, one indoor water park, and five hotels in the US and Canada. Cedar Fair also manages Gilroy Gardens under contract with the city of Gilroy, California.Key responsibilities include (1) coordinate recruitment activities, (2) conduct onboarding sessions, (3) promote departmental opportunities and associate activities and (4) perform employee services Show less

• 

  Shell

  Jan 2017 - Apr 2017

  Customer Operations Specialist - OTC

  Shell Business Operations (SBO) is a chain of operational centres that form an integral part of Royal Dutch Shell. SBO influences business development for Shell globally, enabling the work of 93,000 employees in over 70 countries across the world.Key responsibilities include (1) order management supporting Shell’s nationwide fuel station network, (2) dispute management, (3) resolving and closing loop on customers’ complaints

• 

  Grab

  Apr 2017 - Jan 2021

  Led the Loyalty and Retention team and spearheaded Grab driver-partners and delivery-partners’ retention strategies. Key responsibilities include (1) leading cross-function teams to drive data driven GTM strategies on retention campaigns (online & offline, nationwide), (2) assuming the role of a business owner for benefits-related products, (3) oversee day-to-day operations of loyalty programmes and (4) analyse NPS, performance of loyalty programmes, driver/delivery-partners’ retention rate.Key Achievements:1) GrabBenefits launch• Led the launch of GrabBenefits programme (an in-app rewards programme for driver and delivery-partners) which includes: (1) product user testing, (2) creation of operation flows, (3) identifying partnership line-ups, (4) driving GTM strategies and (5) setting up data dashboard with data team2) GrabProtect launch • Led the pilot and full launch of GrabProtect (a comprehensive set of safety and hygiene tech features, partnerships and safety policies to minimise the risk of Covid-19 infection) which includes (1) operating distribution of 100,000 hygiene kits to driver/delivery-partners nationwide through partnership with Unilever & myNEWS, and (2) GTM planning and execution Show less Key responsibilities include (1) develop and execute Loyalty & Engagement strategies for Grab’s driver-partners such as benefits program, retention campaigns and relationship-building events; and (2) analyse engagement/churn rate of driver-partners, and identify/ execute strategies for improvements.Key Achievements:1) GrabAllStars programme• Successfully rolled out GrabAllStars programme, Grab MY’s first tiered-rewards program for driver-partners2) BreakTheSilence Campaign• Pioneered Grab’s first GrabForGood campaign (an initiative to drive Socioeconomic impact across Southeast Asia) with “BreakTheSilence” campaign, which aimed to empower financial independence and facilitate better non-verbal communication amongst the Deaf community. Show less

  • Loyalty and Retention Lead

    Apr 2020 - Jan 2021

  • Senior Executive, Supply Loyalty & Retention

    Oct 2018 - Apr 2020

  • Loyalty Executive

    Apr 2017 - Oct 2018
• 

  Maxis

  Jan 2021 - Aug 2021

  Consumer Rewards Manager

  Maxis is the leading converged solutions provider in Malaysia providing a variety of high-quality digital services encompassing voice, data, and solutions.Key responsibilities include (1) design and management of loyalty programme for Consumer under postpaid targeting high ARPA and long tenure segments, (2) oversee all operational functions of the existing and new loyalty scheme including budget planning and 3rd party partnerships, (3) strategize and execute cross-sell/ up-sell product strategies to drive ARPA/ARPU and customer tenure. Show less

• 

  Shopee

  Aug 2021 - Jun 2022

  Strategic Project Management (Mall Growth)

  Shopee is the leading e-commerce platform in Southeast Asia and Taiwan tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support. Key responsibilities include (1) developing data-backed business strategies to drive brand-growth within Shopee Mall, (2) establish processes and identify appropriate indicators to monitor business performance and progress, (3) target setting and performance tracking for all categories under Shopee Mall, (4) pricing and analysis of Shopee Mall’s marketing packages. Key Achievements:1) Shopee Premium Marketing Packages• Designed and launched Shopee Premium Marketing Packages targeting Premium brands on Shopee’s platform by addressing the gap of Premium brands’ needs vs Mass brands• 100% takeup rate by brands under Amorepacific and L’Oreal Luxe group2) Automation of Asset Management Process• Led the team in revamping manual internal process of managing pre-booked marketing asset to address painpoints of human errors, management of unutilised assets, and productivity. Show less

• 

  CARSOME

  Jun 2022 - now

  CARSOME is Southeast Asia’s largest integrated automotive e-commerce platform. With operations across Malaysia, Indonesia, Thailand and Singapore, CARSOME aims to digitize the region’s used car industry by reshaping and elevating the car buying and selling experience.Key Responsibilities include (1) run data analysis and identify data insights to drive commercial product development and GTM, (2) architecture of customers’ online and offline buying experience, (3) analyse NPS/CSAT performance across experience centers and initiate projects to drive improvements, (4) work with regional CX team to develop CX research such as VOC, Mystery Shopper etc. to gather customers’ insights and measure quality of retail services Show less

  • Senior Product Manager

    Apr 2024 - now

  • Product Manager

    Mar 2023 - Apr 2024

  • Manager, Commercial (Strategy & CX)

    Jun 2022 - Mar 2023