Yin Chong Nic Chan
Head Of Client Services, E Retail Team Hong Kong Taiwan
Hong Kong
Summary
With over two decades at the helm of premier fashion and luxury enterprises such as Louis Vuitton, Swatch Group, and Richemont, I am a seasoned leader with a track record of propelling growth and fostering high-performing teams across Asia and Oceania. My proficiency in P&L management and omnichannel clienteling strategies has consistently generated value in varied markets and customer engagement points. I am deeply committed to steering the luxury sector forward by infusing brand innovation, enhancing customer engagement, and seamlessly integrating technology.
Overview
19
19
years of professional experience
4
4
Languages
Work History
Head of Client Services, E Retail Hong Kong Taiwan
Louis Vuitton Asia Pacific
03.2021 - Current
- E-retail Business & People Leadership: Upscale e-retail business and operations by working closely with stakeholders to achieve full P&L responsibility, targets.
- Omnichannel Sales Development: Identify and capitalize on business opportunities by analyzing KPIs related to website order values. Conduct regular reviews and analysis of sales and inventory levels to optimize performance.
- Customer Service Transformation: Develop and implement strategies to enhance market presence and drive sales targets through team members, tools, sales procedures, and compliance requirements.
- Client Engagement & Loyalty Management: Maintain and enhance client engagement through channels such as WeChat, TripAdvisor, and Facebook. Support the Voice of Customer (VOC) data and feedback.
- Monitor Customer Satisfaction (CSI) and Net Promoter Score (NPS) to continuously improve service quality.
- APAC E-commerce Expansion: Spearhead the launch of the e-commerce site in the market to expand digital footprint and drive operations across other APAC countries.
- Responsible for the development of digital and functional transformation projects, including omnichannel sales, customer engagement, and loyalty programs.
- Develop and implement brand-specific strategies to enhance market presence and drive sales targets.
- Develop and implement Customer Experience Operations: Oversee and optimize the end-to-end customer experience across all channels including Call Center, E-retail (online), and Retail (offline).
Head of Customer Care, Virtual & E Boutique APAC
Matchesfashion UK
02.2019 - 02.2021
- APAC E-retail P&L Ownership: Serve as the APAC e-retail channel owner and drive business results for the APAC region while developing and implementing strategies to enhance customer engagement and drive sales.
- Commercial Sales Target Achievement: Meet and exceed commercial sales targets, including revenue, profit targets, aligning with the ROI of marketing events, promotional campaigns, and loyalty programs.
- Identify and capitalize on potential sales opportunities by analyzing KPIs related to website order values.
- Conduct regular reviews and analysis of sales and inventory levels to optimize performance.
- People Training & Coaching: Provide training and coaching to team members on tools, sales procedures, and compliance requirements.
- Client Engagement & Loyalty Management: Maintain and enhance client engagement through channels such as WeChat, TripAdvisor, and Facebook. Support the Voice of Customer (VOC) data and feedback.
- Monitor Customer Satisfaction (CSI) and Net Promoter Score (NPS) to continuously improve service quality.
- APAC E-commerce Expansion: Spearhead the launch of the e-commerce site in the market to expand digital footprint and drive operations across other APAC countries.
Customer Experience Manager, SEA region
Swatch Group HK
07.2017 - 07.2018
- Swatch Group Brand Portfolio Management: Manage all brands within the Swatch Group portfolio, including Blancpain, Breguet, Glashütte, Harry Winston, Longines, Omega, Rado, Tissot, Mido, Hamilton, Calvin Klein, Certina, and Balmain.
- Develop and implement brand-specific strategies to enhance market presence and drive sales targets.
- Develop and implement Customer Experience Operations: Oversee and optimize the end-to-end customer experience across all channels including Call Center, E-retail (online), and Retail (offline).
- Train and develop teams to achieve sales targets through qualitative and quantitative factors.
- Serve as the main point of contact for operational issues, including escalations, system enhancements, and process improvements.
- Collaborate with internal stakeholders to ensure operational excellence and alignment with brand strategies.
Team Leader (Multi brands), Regional (APAC) Client Relations Center
Richemont International SA
02.2015 - 02.2017
- Contact Center Establishment & Technology Integration: Lead the establishment of the contact center for the APAC region, overseeing the involvement and implementation of various systems such as CRM, SAP, and KMT in collaboration with IT development teams and vendors.
- Collaborate with internal stakeholders to ensure operational excellence and alignment with brand strategies.
- Oversee systems QA, UAT, and issue resolution to ensure seamless functionality.
- Manage and optimize the performance of the contact center, ensuring alignment with brand strategies and operational excellence.
- Serve as the main point of contact for operational issues, including escalations, system enhancements, and process improvements.
- Collaborate with internal stakeholders to ensure operational excellence and alignment with brand strategies.
Assistant Customer Service Manager
Hong Kong Science Park
11.2013 - 11.2014
- Team Leadership & Management: Manage 40 personnel across Call Center, Club House, and Science Center divisions.
- Maintenance & Operational Efficiency: Plan, prioritize, and manage maintenance contracts to optimize operations and ensure adherence to KPIs.
- Research and recommend new maintenance tools and strategies.
- System Development & Training: Develop and review call center systems with IT and vendors.
- Create and conduct training programs, including post-training reviews for continuous improvement.
- Serve as the main point of contact for operational issues, including escalations, system enhancements, and process improvements.
- Collaborate with internal stakeholders to ensure operational excellence and alignment with brand strategies.
Customer Service Officer
International Administrators Limited (IAL)
09.2010 - 07.2013
- Maintain daily operations from solving incoming enquiries via hotline, email, and walk-in customers.
- Provide support for various financial services in South-East Asia, Hong Kong, and Macau.
- Serve as the main point of contact for operational issues, including escalations, system enhancements, and process improvements.
- Collaborate with internal stakeholders to ensure operational excellence and alignment with brand strategies.
Customer Service Officer
AXA China Region Insurance Corporation
06.2008 - 09.2010
- Manage a team of people to maintain daily operation, including hotline call center, email, walk-in customer inquiries & Policy retention upon renewal or determination.
- Serve as the main point of contact for operational issues, including escalations, system enhancements, and process improvements.
- Collaborate with internal stakeholders to ensure operational excellence and alignment with brand strategies.
Operations Executive
International Design Hong Kong
10.2006 - 01.2008
- Serve as the main point of contact for operational issues, including escalations, system enhancements, and process improvements.
- Collaborate with internal stakeholders to ensure operational excellence and alignment with brand strategies.
- Serve as the main point of contact for operational issues, including escalations, system enhancements, and process improvements.
- Collaborate with internal stakeholders to ensure operational excellence and alignment with brand strategies.
Education
Intensivkurs Deutsch als Fremdsprache -
University of Düsseldorf, Germany
01.2005
BA - Government and International Studies
Hong Kong Baptist University
Timeline
Head of Client Services, E Retail Hong Kong Taiwan
Louis Vuitton Asia Pacific
03.2021 - Current
Head of Customer Care, Virtual & E Boutique APAC
Matchesfashion UK
02.2019 - 02.2021
Customer Experience Manager, SEA region
Swatch Group HK
07.2017 - 07.2018
Team Leader (Multi brands), Regional (APAC) Client Relations Center
Richemont International SA
02.2015 - 02.2017
Assistant Customer Service Manager
Hong Kong Science Park
11.2013 - 11.2014
Customer Service Officer
International Administrators Limited (IAL)
09.2010 - 07.2013
Customer Service Officer
AXA China Region Insurance Corporation
06.2008 - 09.2010
Operations Executive
International Design Hong Kong
10.2006 - 01.2008
BA - Government and International Studies
Hong Kong Baptist University
Intensivkurs Deutsch als Fremdsprache -
University of Düsseldorf, Germany