WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Goal-oriented Digital Marketing Specialist and Customer Service with 8 years of hands-on experience. Skilled in online advertising, optimization, analysis, and proven ability to establish rapport with clients. Strong marketing professional with a Bachelor’s Degree focused in Marketing and Business Management from Keele University (UK).
Handling both Digital & On-ground marketing for 3 main brands: O2 Medical, O2 Aesthetic, Feathair Hair Growth Specialist. Including social media management, billboard operation, influencer marketing and Google Ads. ► Perform all aspects of product marketing including: product positioning, promotions, content, competitive analysis, industry analyst engagement, field enablement, etc. ► Define all the traffic acquisition, taking in consideration online and offline channels (attribution model) ► Run analysis of sales performance and develop marketing strategy for CS segment, with effective customer-centric campaigns to drive continuous incremental revenue growth and engagement. ► Monitor and report on effectiveness of campaigns based on segments. ► Generate new qualified leads from social media to convert it into customers.
► Developed initiatives and creative social media posts/ campaigns to grow brand's digital presence, including Facebook, Instagram, Google, and other relevant mediums. ► Supported key digital marketing activities to drive lead generation, direct response and sales impact (SEO/SEM, PPC, online advertising, email, mobile, social marketing, etc.) ► KOL outreach ► Proposed ideas for innovative videos that increase awareness and positive perception of the clinic, e.g. SOP in clinic during covid19 ► Provide coaching and guidance to ensure team members meet their KPIs and adhered to the organization’s guidelines and policies. ► Established work procedures and processes for online customer service team that support the company and departmental standards, procedures and strategic directives. ► Enhanced team members' performance through call monitors, team briefings, and 1-1 coaching sessions.
Being an online specialist of Google Customer Experience team assisting Google Ads, Google Analytics and Youtube users across South East Asia (SEA) and South-Asia Federation (SAF) including Singapore, Malaysia, Philippines, Bangladesh and Pakistan. ► Hands-on experiences in SEM, Google Adwords, Google Analytics, Google Tag Manager, Re-marketing and able to execute and optimise them. ► Innovated and executed digital marketing strategies for clients across various industries, resulting in an average of 30% increase in website traffic and lead generation. ►Convinced and maintained strong client relationships, providing ongoing support, consultation, and guidance to ensure their continued success, resulting in a 25% increase in conversion rate. ► Champion Winner of 2017 Google Customer Story Contest, focusing on sharing stories about customers' great experiences and growths in line with enthusiastic support from consultants.
► Nominated as ‘Best Contact Centre Professional’ of CCAM 2014