Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Gloria Yeung

CRM | Customer & Data Insights

Summary

Equipped with comprehensive skill set for CRM industry, experienced in turning data into meaningful insights & actionable strategies.

Overview

11
11
years of professional experience
2
2
Certifications
4
4
Languages

Work History

CRM Manager

HSBC
05.2023 - Current
  • 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

Senior Data Analyst

Cheil PengTai
06.2022 - 05.2023
  • 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

Senior CRM Analyst

Fimmick
01.2022 - 06.2022
  • 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

CRM Analyst

Fimmick
07.2021 - 12.2021
  • Developed dashboards with Tableau and PowerBI to visualize data and derive insights
  • Improved customer journey experience by tracking customer behavior

Assistant Data Analyst

Fimmick
11.2020 - 06.2021
  • 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

Project Executive

Fimmick
03.2020 - 10.2020
  • 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

CRM Executive

Fimmick
07.2019 - 02.2020
  • Participated in project pitching with CRM proposals to tackle client pain points
  • Monitored CRM program and recommended actions with data driven insights

Social Media Executive

Good One Corporation
06.2017 - 06.2019
  • 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

Web Product Assistant (Part-time)

Hong Kong Economic Times
06.2015 - 03.2017
  • Created travel-related content and scheduled publication on Ulifestyle.com
  • Translated materials from Japanese into Chinese

Education

Hong Kong Shue Yan University -

Bachelor of Business Administration (Honor)
06.2017

Skills

    SQL programming

    Python coding

    Data visualization (Tableau, Power BI, Looker Studio)

    Scrum management

    Project management

Certification

Facebook Blueprint - Essentials for APAC agencies

Timeline

CRM Manager

HSBC
05.2023 - Current

Senior Data Analyst

Cheil PengTai
06.2022 - 05.2023

Senior CRM Analyst

Fimmick
01.2022 - 06.2022

CRM Analyst

Fimmick
07.2021 - 12.2021

Assistant Data Analyst

Fimmick
11.2020 - 06.2021

Project Executive

Fimmick
03.2020 - 10.2020

Facebook Blueprint - Essentials for APAC agencies

09-2019

CRM Executive

Fimmick
07.2019 - 02.2020

Social Media Executive

Good One Corporation
06.2017 - 06.2019

N1 Japanese Proficiency Test

01-2017

Web Product Assistant (Part-time)

Hong Kong Economic Times
06.2015 - 03.2017

Hong Kong Shue Yan University -

Bachelor of Business Administration (Honor)
Gloria YeungCRM | Customer & Data Insights