Singapore
I am passionate about applying behavioural insights, hospitality science, and service design to craft delightful experiences, services, and products My expertise includes consumer research and understanding, premium F&B hospitality and training, sommelier and wine service.
- Lead quantitative and qualitative research (interviews, focus groups, field observations) with diverse consumers across APAC, synthesizing insights into user personas, customer journey maps, and insights repository to inform Pantene’s regional programme decisions - Translate consumer tensions into actionable design implications and execution strategies, co-develop superior haircare products and experiences through cross-functional prototyping workshops with Brand, Legal, and Regulatory teams - Plan and execute end-to-end human-centred design processes – from research synthesis and insights sharing with senior management to initiative delivery, driving evidence-based product experiences and business growth across multiple APAC markets. - Strong engagement with diverse users and stakeholders across various countries and age groups in the APAC region to design and deliver key initiatives to drive business growth
Supervised a team of assistant sommeliers at wine bar. Conducted wine service operations alongside other sommeliers. Key responsibilities included inventory management, customer service, conducting wine trainings, assisting in marketing efforts and stakeholder management.
Spearheaded the wine project with Capella Hotel Singapore as the Sommelier-in-Charge. In-Charge of wine services for The Knolls, Cassia, Bob's Bar, Chef's Table and In-Room Dining. Optimised and digitalised key wine operations. Developed and executed SOPs for the hotel wine programme. Improved wine list offerings by analysing customer preferences. Collaborated with hotel departmental heads and other stakeholders to improve wine service operations. Was also the sommelier at Saint Pierre, a 2 Michelin-Star restaurant and assisted wine retail sales operations at Grand Cru.
Opening team member of restaurant. Led the creation of SOPs and service standards. Trained the floor team in customer service and service standards. Designed the food menu and wine lists. Liaised with various stakeholders such as wine suppliers and marketing agencies. Collaborated with COO to curate and maintain wine list.
Integral member of the opening team. Assisted in creation and implementation of the SOPs and service standards for the floor team. Trained new team members on key aspects of floor service operations. Assisted the Head Sommelier on various wine duties such as wine procurement, inventory, events management, and liaising with wine supplier