Summary

Trilingual and strategic thinking executive with 16+ years of experience cultivating new markets throughout Asia Pacific and driving successful global implementation of major enterprise-wide business initiatives for global leaders within computer hardware and software, business equipment and solutions, consumer products and direct selling industries respectively.Extensive experience in market expansion, strategic planning, program management, sales & marketing management, product development, product launch, customer satisfaction, and resource optimization. Skilled in application of automated and technical business solutions capable of growing revenue and profitability for organizations. Effective communicator with proven track-record of negotiating synergistic partnerships, implementing successful marketing programs and vastly improving sales performance of employers. Tenacious and enthusiastic problem solver with business acumen and analytical skill to streamline operations, drive performance, reduce costs, spearhead business strategies and transform organizations through utilization of human capital and emerging technologies. Empowering and results oriented team leader adept at devising and leading cross-functional, cross-cultural, high performing teams to surpass sales objectives and drive customer satisfaction.

*Open to industries and relocation.

AREAS OF STRENGTH:

Global Business Development& Operations· Global Program Management · Strategic Business Planning · Market Expansion · P & L · Leadership · Execution · Sales & Marketing Management  · Customer Satisfaction & Retention ·  Budgeting ·  Product Management  · Product Launch · Competitive Analysis · Market Analysis · Public Relations · Negotiation ·  Consultation · Client Relations · Global Marketing Research · Vendor Management · ISO & Process Management

Work History

Work History
2010 - Present

Director of Global Business Development and Program Management

Bare Escentuals - Shiseido

Play a critical role in the development and direction of Bare Escentuals-Shiseido Asia strategy. Lead the US headquarters cross functional efforts and collaborate with regional Shiseido teams to develop market entry strategies and implementation plans for major Asian market launches – China, Hong Kong, Taiwan, Korea, etc - as well as execute the Asia market expansion strategies including P&L plans. Multifaceted accountabilities also include: establishing the overall Asia Go-to-Market strategies including the distribution strategy, assortment strategy, packaging strategy, product education strategy, pricing,PR and visual merchandising strategy, sample strategy, local communication, messaging, and brand launch campaigns; determining the infrastructure needed to create and sustain the expected growth in each Asian market; developing detailed project plans, managing project life cycle, tracking milestones, developing KPIs, identifying dependencies, managing resources and risks, communicating project progress, and ensuring on-time delivery of deliverables; conducting consumer research and corporate best-practices; overseeing and developing new business development operating processes. Coach and develop 2 direct reports.

2006 - 2010

Director, International Business Development & Operations

Entrusted to facilitate new business engagements and expansions throughout China and Hong Kong on behalf of this global provider of health care, personal care, cosmetics and household product lines with operations in 15 international territories. Multifaceted accountabilities included market entry strategy, market launch strategy, market expansion, $2MM budget management, P & L management, synergistic program management, business model and compensation plan establishment, business planning, sales, marketing, market research, international sponsorship program, field communication, field training, opportunity meetings with distributors, field recognition, customer growth, inventory management, IT & Finance system roll-out, product portfolio management, product registration, retail store establishment, government relations, public relations,vendor relations, negotiations and 30-person employee development. Responsible for new market openings.

Instituted Operational Excellence initiatives into all the 12 international markets (China, Taiwan, Hong Kong, Singapore, Malaysia, Japan, Korea, Australia, New Zealand, Ireland, United Kingdom, and Amsterdam) to achieve operations efficiencies and strategic alignment with overall corporate mission and objectives.

Key Accomplishments:

•  Spearheaded development of all strategies for new business and market expansion into China within just 1 year of career tenure, negotiating receipt of Direct Selling License from China’s Ministry of Commerce at lower cost and in shorter time frame than competitors. Efforts included regulatory compliance, market launch planning and execution, establishment of the China operations from the ground up; establishment of 12 retail service centers, and 80-member team management.

•  Orchestrated a successful turnaround of business operations for Hong Kong office, restoring employee morale and top distributors' confidence in the company, surpassing revenue and profitability objectives and growing distributors’ retention rate from 70% to ~90%.

•  Revitalized product pipeline via successful launch of 60 SKUs in China in just 3 months.

•  A key contributor to the success of obtaining China SFDA product registration approval for 3 imported health food products for the company.

•  Saved company $1MM in expenses by reengineering inventory management process, reducing inventory holdings for improved working capital and implementing sales and marketing programs with built in profitability reporting.

•  A key contributor to monthly positive double digit net salesgrowth and achievement of 90% customer retention rate throughout China market through implementation of solutions-based sales, marketing and loyalty programs, streamlining of product portfolio and effective relationship building with local government entities.

Apr 2005 - Aug 2006

International Program Manager - International Business Development

Charged to expand business into 3 new markets including China, Taiwan and Hong Kong (Greater China) for this 8-office international natural nutrition company. Accountabilities included strategic planning, international new market entry plans (both short-term and long term), market entry strategies for the Greater China markets, market launch strategy, sales, marketing, market research, direct selling license application, IT system roll-out, compensation plan, international sponsorship program, measurement metrics/ KPIs, business processes, local office establishment, hiring, field communication, field training, field recognition, opportunity meetings, program management, public relations, team development, product launch, product development and registration, and staff management.

Key Accomplishments:

•Spearheaded development of all strategies for new business and market expansion into Greater China.

•Creatively designed and executed Global Chinese Community Outreach Campaign, vastly growing distributor base prior to market launch, generating brand awareness in Chinese communities in the U.S., Canada, andMalaysia, and significantly heightening profitability for the company prior to the market openings in Greater China.

•Successfully reduced product development timeline from 3 years to 1.5 years as well as development expenses through complete streamlining of process from ideation to commercialization.

•Eased operations and improved productivity by creating global distributor website resource. Site earned 10,000 recorded downloads immediately following go-live date.

2004 - 2005

Global Program Manager - Worldwide Sales Ops & Customer Care

Adobe Systems

Oversaw special operations projects including customer satisfaction program, call center vendor operations, research budgets and SAP reporting for this global manufacturer of software applications. Additionally managed vendor negotiations, developed best practices, produced actionable recommendations on customer satisfaction improvements, devised and implemented improved standard operating procedures (SOPs).

Key Accomplishments:

•  Established Project Management Office (PMO) within global sales and customer care operations, providing scalable service support infrastructure and effectively propelling business expansion, improving service productivity, optimizing resources and improving customer satisfaction.

•  Streamlined the full research process of the global customer satisfaction program, resulting in shortening the results delivery cycle time, providing actionable research data to the business units, and saving the company on research budget by ~ $70K.

Aug 1999 - May 2002

Senior Global Program Manager - Worldwide Customer Advocacy & Customer Care

Cisco Systems Inc.

Championed 5 global programs across 30 countries on behalf of this 67K-employee, IT leader, providing hardware and software solutions to global marketplace. Global programs included customer satisfaction (CSAT), benchmarking, competitive intelligence, market research, and ISO 9000, 2000 and 14000. Additionally provided senior executives with actionable insights on key business issues and competitors’ strategic movement; helped business units understand customer needs, focus on customer success, improve customer satisfaction and operations efficiency; implemented SDLC, Balanced Scorecard, Six Sigma (DMAIC), and PMO initiatives; provided senior management with actionable recommendations that drove CSAT improvement and business planning; as well as managed a multi-million dollar program budget and a global team of 24 staff.

Key Accomplishments:

  • Masterfully reengineered CSAT program throughout the entire Quote-to-Cash process yielding increase in customer and employee satisfaction, 40% improvement in employee productivity, and cost savings of $100K per year.
  • Consistently earned Cisco ISO customer satisfaction best practice awards 2 years for excellent metrics, online CSAT knowledge management & reporting, customer driven closed-loop communications and worldwide improvement in customer satisfaction. Earned a reputation of “Trusted Advisor” on customer satisfaction.
  •  Earned job promotion and recognition for revamping benchmarking and competitive intelligence programs with quicker actionable results delivery and vastly improved productivity and processing.
  • Resolved issues and improved customer satisfaction of global top accounts by initiating and executing customer listening activities, driving change within Cisco, and closing the loop of CSAT process with the global top accounts.
  •  A key ‘Quality Champion’ - drove the culture of quality and continuous improvement in the company.
  • Developed and executed E-learning initiative enabling global business units to better interpret survey data, understand customer needs and drive customer centric culture.
Mar 1998 - Aug 1999

Market Analysis Manager - Market Research, Architecture & Technology Group

Hitachi Data Systems

Led primary and secondary research programs including In-Touch customer satisfaction, competitive intelligence and benchmarking studies on behalf of this industry leader in storage infrastructure solutions, storage management software and storage consulting services. Additional accountabilities included research vendor relations, budgeting, global research alignment, consulting, customer satisfaction, business analysis and needs assessment.

Key Accomplishments:

•  Earned high praise from senior management for initiation and cultivation of worldwide service track which brought management timely competitive market analysis information and briefings on key issues.

1997 - 1998

Corporate Market and Financial Analyst

Konica Minolta Business Solutions

Reported to the President. Sharpened the top management’s focus on key business measurements. Provided senior executives with reports on competition, sales and financial performance of the distribution channels. Managed both primary and secondary research studies that offered solid decision support to the organization.

Key Accomplishments:

·    Successfully conducted a market study for the company’s business expansion in Austin, Texas. This study was very well received by the senior executives and CEO and resulted in Konica’s successful business expansion in Austin.

·    Initiated and designed value-added CRM reseller databases, strategically focusing on the buying behaviors of prospective customers.  This resulted in improving sales productivity and increasing profitability.

·    Created a tracking system that effectively monitored profit contribution, operating expenses, sales productivity, and sales forecast accuracy of 15 distribution channels.  This model was highly lauded by the top management.

Education

Education

MBA

Western Illinois University

Marketing Technologies

Stanford University

Skills

Skills

Mandarin Chinese

Cantonese

SAP

SharePoint

SPSS

Visio

Access

Microsoft Project

MS Office

Certifications

Certifications

Outward Bound Leadership

Outward Bound

7 Habits of Highly Effective People

Franklin Coveys Inc.

Applied Benchmarking Technique

American Productivity & Quality Council

Building the Balanced Score Card

Balanced Scorecard Collaborative, Inc.

The Six Sigma - DMAIC Program

Cisco Systems, Inc.