Anthony Tang

• Operational Management: Led three core teams (Customer Service, Sales Ambassadors, Customer Experience) with 35 staffs, ensuring optimal performance through process optimization and workflow improvements across the site.
• Tenant and Partnership Management: Directed strategic tenant relations with 52 key accounts, focusing on revenue generation, tenant engagement, co-creation and cross-selling opportunities, contributing to a 15% year-over-year sales growth.
• Event and Campaign Execution: Coordinated and executed high-profile campaigns, VIP visits, and events, serving as the primary point of contact for front-line staff and stakeholders.
• VIP Relations: Built and maintained high-level relationships with VIPs, including government officials, investors, and brand executives, delivering exclusive, tailored experiences to enhance customer engagement.
• Data-Driven Insights: Provided senior management with operational insights and recommendations, resulting in enhanced policy development, cost reductions, and customer satisfaction improvements.

KEY ACHIEVEMENTS

• Achieved $500M in annual sales through VIP Gold Card membership management, contributing 9% of the mall's yearly sales.
• Achieved a steady 10% year-on-year growth in sales through effective cross-selling, promotions, and tenant partnerships.
• Improved customer satisfaction ratings by 85% through the implementation of feedback-driven service enhancements and customer journey improvements.
• Support and organize more than 15 events annually and conduct quarterly site campaigns.
• Led multiple task forces, providing senior management with insights on internal and external operational needs, resulting in improved policy development and cost reductions.

RETAIL MANAGEMENT & CUSTOMER RELATIONS

• Acted as the primary liaison for 52 tenants, focusing on relationship-building, co-creation initiatives, and the leasing of site venues for advertising and media sales.
• Worked closely with tenants to maximize their sales and CRM database by inviting K11 VIPs to participate in tenant events and pop-ups.
• Provided strategic recommendations on cross-selling opportunities, promotions, and membership programs to further enhance tenant performance and customer engagement.

VIP & EVENT MANAGEMENT

• Coordinated and executed high-profile site tours for K11's key VIPs, including government officials, key stakeholders, brand CEOs, and investors.
• Engaged K11 VIPs in exclusive tenant events and pop-ups to optimize sales performance and enhance CRM data collection.
• Collaborated with various teams to execute in-mall campaigns, events, and VIP visits, ensuring seamless coordination and success.

LEADERSHIP & STRATEGY

• Developed and implemented policies and procedures that improved operational efficiency, reduced costs, and enhanced the customer experience.
• Coordinator of all on site front-line teams. Lead them to execute all event and seasonal campaigns.
• Utilized data analysis to identify customer needs and preferences, implementing changes that improved customer satisfaction and drove long-term loyalty.

ADDITIONAL EXPERIENCE

• High Profile Artisan | New World Development | [2022 & 2023]
• Engaged in numerous high-profile projects, providing insights to senior management on internal and external strategic needs.

• Retail Operations Management: Oversaw daily store operations, sales, and service standards for a team of 9 within the Women's department, achieving consistent operational excellence and customer satisfaction.
• Sales Forecasting and Analysis: Conducted comprehensive sales analysis and provided data-driven recommendations to the Retail Manager to drive profitability and exceed sales targets.
• Staff Development and Training: Delivered training on customer engagement, brand knowledge, and service standards, resulting in a 90% improvement in customer satisfaction and enhanced staff performance.
• Strategic Communication: Communicated business objectives and new initiatives to the team, ensuring alignment with overall brand strategy and seamless operational execution.

• Store Opening and Launch: Led the successful opening of the Hogan Sogo store, overseeing all aspects of the launch, from hiring and training to operational execution.
• Retail Operations Management: Managed a team of 6 staff members, core to maintain high standards of customer service and operational efficiency.
• Sales Forecasting and Analysis: Focus on sales target achievement. provide concrete sale trend data to the Retail Manager. Assist on sales forecasts and strategic recommendations of action plan on achieve financial goals
• P&L and Inventory Management: Supervised P&L, stock levels, and seasonal buying in collaboration with HQ, leveraging sales data to optimize stock planning and profitability.
• Customer Experience Management: Ensured premium customer service aligned with brand expectations, using customer feedback to implement service enhancements and drive repeat business.

• Team Leadership: Served as the 2nd in charge, managing a team of 5 to ensure seamless store functionality, adherence to company standards, and a luxury shopping experience.
• Sales and Operational Efficiency: Analyzed sales trends to identify improvement areas, implementing adjustments to sales strategies that increased revenue and operational efficiency.
• Customer Experience Management: Resolved complex customer complaints and disputes professionally and efficiently, resulting in an improved overall customer experience and increased satisfaction ratings.
• Inventory Management: Handled stock level control and replenishment, ensuring optimal product availability and reducing stock discrepancies. Collaborated with HQ to provide timely and accurate feedback on product performance and customer preferences.
• Product Feedback and Training: Provided product insights to HQ and led selling skills training, enhancing product knowledge and customer service quality.

• Team Leadership: Acted as the 2nd in charge of the store, reporting directly to the Boutique Manager and overseeing a team of 9 staffs across the Men's and Home-ware departments. Led daily operations to ensure smooth workflows and premium customer service in line with brand standards.
• Sales and Service Leadership: Achieved a 90% increase in sales through staff training and customer engagement initiatives, fostering a personalized service approach.
• Scheduling and Staff Management: Developed efficient scheduling to align staff availability with peak traffic, ensuring optimal coverage and work-life balance.
• Inventory Management: Played a key role in planning and controlling store stock levels, ensuring inventory was aligned with sales demand and customer preferences. Regularly provided feedback to HQ on product performance, enabling better buying decisions.
• Customer Experience Management: Delivered a luxury shopping experience for clients, including VICs, through meticulous attention to detail in visual merchandising and service excellence. Ensured staff maintained high standards of customer service, driving repeat business and fostering brand loyalty.

• Sales Performance: Consistently exceeded sales targets by leveraging product knowledge and building strong customer relationships.
• Customer Loyalty Programs: Built a solid CRM base (with more than 120 VICs), engaging repeat customers and promoting new product releases to drive repeat business and loyalty.
• Operational Efficiency: Worked closely with store management and team members to support daily operations, including stock management and visual merchandising.