Jean Nie Lim

Experience

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  GSK Group

  Aug 2008 - Apr 2012

  Art Director

  Skilled in working with clients to determine their needs by utilising my knowledge of Adobe CC, and other graphic tools to produce creative, stylish and effective artworks within budget and time constraints. Served and pitched to our core clients such as VISA, Sentosa, Simmons, AON, Capitaland, and Johnson Controls.- 3 years and 9 months of working experience in an advertising agency- Assists and guides creatives in their professional development; fosters innovation within the team- Establishes art direction, style, and tone of communications for different types of industries- Develop and execute overall strategic and creative goals for projects- Proactively fosters client relationships and improve presentation skills Show less

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  The Esplanade Co Ltd

  May 2012 - Feb 2017

  Senior Creative Technologist

  Digital Transformation for Singapore’s National Performing Art CentreConstructed the e-commerce website, digital signages around the center, e-tickets, live broadcast, arts membership, and social media presence. Produced digital artworks and email campaigns for 5 years to promote performances, festivals, and concerts as a non-profit to cultivate the arts community.

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  Hostmaker

  May 2017 - Mar 2020

  Guest Experience Manager, Asia

  Promoted three times within a span of 3 years and was elected as Hostmaker Future Flyer, a Leadership Training Programme from HQ in London. Pioneered in building remote guest experience teams to manage reservations and guest communications for short, mid, and long-term rentals. Established and completed the new market launch in Bangkok and Kuala Lumpur within a year.

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  Houst

  Mar 2020 - May 2021

  Guest Experience Manager

  Home Rental B2C Booking Platform & SEA New Market LaunchStrategized the "new normal" for hospitality and tourism during COVID-19 in 2020 & 2021. Maintain close communications with partners such as Airbnb, Booking.com, HomeAway, and TripAdvisor to re-organize pricing, availability, and cancellation policies for all homes across Europe. As a result, the average monthly occupancy rate for all cities during a pandemic scored 80% with guest review ratings above 4.2 stars.

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  SOCAR Mobility Asia

  Jun 2021 - Aug 2022

  Customer Experience Project Manager

  Led the establishment of Customer Experience (CX) from the ground up. Implemented design-thinking skills to develop a structured framework to understand customers and co-design desired solutions and experiences. Conducted 360° VOC to understand user journeys and measured CES throughout the entire journey. Conducted periodic studies to gain understanding based on customers’ perception which provides the input for core CX metrics — Net Promoter Score (NPS), overall Customer Satisfaction (CSAT) and Social Media Ratings. These insights often drive the overall priorities for CX collaborative projects.Improved SOCAR NPS by 49% and achieved Social Media Rating targets across multiple channels. Launched SORAYA chatbot which reduces monthly contact volume by 30%. Show less

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  Accenture Southeast Asia

  Aug 2022 - Apr 2023

  Manager Management Consulting

  Project manager for the leading US provider of search and advertising services company in their initiative to support and elevate the voice of the Taiwan News and Media industry with a digital transformation strategy over a period of 6 months.My role is to conduct research and interview C-Suite while managing relationships with the client and various stakeholders to ensure that each project milestone is delivered ahead of time and within budget. Deliverable includes a dual-language digital transformation strategy roadmap for the selected TV, Newspaper, and Magazine publishers. Daily tasks include project documentation, reporting, and weekly presentations to internal and external stakeholders. Show less

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  SOCAR Mobility Malaysia

  Apr 2023 - Sept 2023

  Customer Experience Project Manager

  E-Commerce for Malaysia & Indonesia Car Rental Start-Up - Self-Serve App Introduced and executed a 2-month pilot campaign aimed at addressing car cleanliness concerns. This initiative was targeted to enhance the overall customer experience and increase NPS by addressing a key challenge within SOCAR.Mitigated SOCAR customer churn rate by implementing robust retention strategies, leading to a substantial 53.5% decrease in monthly account closure requests.Enhanced operational efficiency through innovation with the introduction of the TREVO in-app chatbot. This initiative led to a remarkable 31% reduction in inbound contact volume, surpassing the target by 11%. Show less

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  UNICEF

  Sept 2023 - Jul 2024

  Project Manager, Donor Experience

  “we must boldly and courageously defend and protect the rights of all children everywhere” — UNICEFUNICEF Donor Experience Digital Strategy 2023-2024As a Donor Experience Project Manager, I led projects enhancing donor experience, collaborating with teams and agencies, and managing timelines and budgets. Within 3 months, we've completed a Donor Segmentation Study Report, guiding the new retention and engagement strategies. We've redesigned donor journeys on Salesforce Marketing Cloud, transitioning from traditional channels to digital. Within 6 months, I've launched a donor segmentation strategy, profiling donors into three personas through six different approaches. The Humanitarian Action For Children Appeal (HAC) campaign achieved a 56.6% email open rate and exceeded the EDM income target, with 66% of donations from the main targeted persona, earning a submission for the UNICEF Global Inspire Awards. Show less

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  The Luxe Nomad

  Jul 2024 - now

  Global Head of Reservations & Guest Experience

  At The Luxe Nomad, I am dedicated to simplifying luxury vacation rental bookings and delivering world-class service and experiences to our guests. My role involves managing a curated portfolio of holiday villas, ensuring quality and exceeding guest expectations. I strive to be a trusted partner for property owners, driving profitability beyond market standards. Leveraging innovative technology, I aim to revolutionize property management, streamline reporting processes, and enhance the guest booking experience. Show less