Gloria Yeung

• As the CRM Lead of Cards & Wealth Products, to oversee the CRM requests from Card Acquisition team, Card Product team, Wealth Products team and Wealth Marketing team
• Work closely with business team on omni-channel communication design, implementing test & control, A/B testing
• Facilitate Scrum framework – sprint planning, backlog grooming, reviews and retrospectives. Manage internal team resources and prioritizing high-value tasks
• Host monthly PI meeting with Card and Wealth Products Senior Management. Report monthly PI planning, review launched campaign performance and identify retrospective items for enhancing efficiency
• Delivery CRM communication in both targeting and messaging role. Utilize SQL, Python for extracting targeted audiences. Conduct UAT for communications channels including email, sms, in-app banner, push notification and public website banner

Other projects:

• MDP Migration - Collaborated with the product development team for migrating 200+ sms and 200+ email from Salesforce platform to MDP platform
• Sameday Push Notification Enablement - Collaborated with IT to unblock technical limitation for sameday communication delivery. Develop SOP for standardize workflow and maintain consistency
• NS Banner Launch - Consolidated and overview 120+ in-app banner requests from Wealth Product for the North Star Project Launch

• Evaluate communication performance across edm, push notification and sms channels with attribution model
• Recommend targeted segments and content for communication with result of increasing 5% conversion rate
• Leverage Adobe Analytics for tracking website performance
• Compiled tailored post-campaign analytics and reports for senior management
  

• Delivered deep-dive analysis and analyzed customer behavior with data modeling
• Collected, cleansed and structured and unstructured data from customer database by using SQL
• Assign tasks for teammates and manage tasks delivery

• Developed dashboards with Tableau and PowerBI to visualize data and derive insights
• Improved customer journey experience by tracking customer behavior

• Leverage SQL for data extraction in preparing reports, marketing list and analysis
• Supported IT team for back-end data flow design and UAT testing on data collection for new project launch

• Focused on CRM projects, coordinated cross-team collaboration and allocated resources with SCRUM
• Conducted UAT testing and prepared back-end development documents including wireframes and flowcharts

• Participated in project pitching with CRM proposals to tackle client pain points
• Monitored CRM program and recommended actions with data driven insights

• Managed eCommerce stores operation and social media channels, driving traffic with SEO, content, email marketing and influencer marketing
• Conduct marketing research to identify with prominent influencers in Hong Kong and Japan Market

• Created travel-related content and scheduled publication on Ulifestyle.com
• Translated materials from Japanese into Chinese