Alice Yinni Yuen

• Leading five concurrent business initiatives (accumulative project budget of US$10m+ with potential revenues of US$550m) dedicated in revamping Shangri-La loyalty program to drive customer lifetime value and uplift the brand value

Project Milestones:

• Voucher automation via Marketing Engagement Platform and Digital Voucher System to enhance personalization in digital touchpoints and drive hotel direct revenue; centralized
• Tracking System and Loyalty Management System to improve business operation efficiency and data analyzation.
• Family Membership Program to boost member acquisition and enhance guest engagement.
• Incentive program for hotel to initiate and customize delight moments for guest to uplift customer satisfaction

Key Deliverables:

• Develop project charter for project sponsor and C-Level endorsement;
• Establish project management plan including but not limited to allocation of budget & resources;
• Define project scope and acceptance criteria with team
• Prepare test plan and conduct product verification (e.g., UAT)
• Monitor and control the project status closely to ensure on-time deliverables
• Identify and mitigate potential risks and to develop of contingency plans
• Liaise with senior managements, functional leads and stakeholders (Rooms, F&B, IT, Marketing, UX Designers, Legal, Finance, InfoSec, CRM, Reservations) from business requirements clarification to project implementation
• Host webinars with an audience size of 1000+ pax for project launch.

• Aligned process flows and consolidated business requirements from varies stakeholders for project scope management
• Compiled status & progress report to management for performance review and prepare RFP to outsourced vendors
• Collaborated with the technical teams in development of system logics.

• Supported & assisted in the execution of projects, namely has - 1) conducted feasibility & data analysis on a project; 2) documented project closure; and 3) provided administrative support to supervisors
• Performed marking research to assess trends and brand awareness.