Renee Ng

• Contributed to the enhancements across key operational areas, including customer satisfaction, loyalty retention and retail productivity.
• Implemented customer service protocols, significantly improving customer satisfaction ratings.
• Led and developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth within Sephora University and SEA retail team.
• Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
• Improved stakeholders' satisfaction and collaboration with timely and transparent communication strategies increasing efficiency and delivery of results.

• Delivered higher-level courses via classroom, online and hybrid methodologies to satisfy course curricula and meet learning needs.
• Oversaw learners' projects and advised on focus and methodology to meet preset standards.
• Conducted individual research projects to actively contribute to institution's research work.
• Led seminars and workshops to facilitate learners' engagement and increase memory retention.
• Participated in conferences and professional development opportunities to stay up-to-date with latest trends in field.

• Fostered and promoted CLIENT CENTRICITY FOCUS that encompassed all components of client lifecycle management and touchpoints: acquisition, knowledge, growth of client base, loyalty, after-sales follow- up for business efficiency and sales results.
• Drove the stores’ sales performance in both the short & long term through a clear vision and a structured roadmap for each store.
• Shared market and store network strategy and coached store managers in designing their specific store strategy.
• Defined, monitored and challenged store managers on store KPIs in line with the omnichannel client journey and sets short/mid-term targets aligned with brand strategy.
• Anticipated business changes and assessed risks and opportunities.
• Built high-performing teams, recognize talented staff, valued diversity, building commitment and engagement through open and clear communication as well as a strong sense of accountability and trust among its members to deliver consistent results.
• Collaborated with merchandising teams and store managers to properly define and implement merchandising strategy (store typology, offer and pricing strategy).

Key Achievements:

• Exceeded 1st half targets by 20% for Singapore and 35% for Malaysia.
• Increased YOY revenues in both high-end and regular businesses by 230% and 35% for Singapore.
• Recovered and grew local client business by 28% vs 2021 and by 105% from the pre-pandemic year in 2019 for Singapore.
• Increased local client business for Malaysia by 65% vs 2021 and by 110% vs 2019.
• Led a successful High Jewelry event in KL Malaysia and grew the high-end business by over 250% YOY.
• Drove and led an Omnichannel mindset in retail teams to embrace new digital tools with increased client satisfaction from surveys.

• Set sales objectives and attainment plans for the area of responsibility.
• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
• Assessed reports to evaluate performance, develop targeted improvements to enhance sales and implement changes.
• Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.· Implemented operational strategies and effectively built customer and employee loyalty.
• Exhibited excellent people skills during interaction with employees and customers.
• Cultivated customer loyalty to enhance retention by delivering outstanding service and personalised touch points.
• Recruited and retained top talent, with a focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
• Built and strengthened cross-functional partnerships to improve sales success.
• Maintained quality brand image exposure in alignment with corporate standards.

Key Achievements:

• Attained Year on Year growth of above 30% through new networks and team management in Singapore, the Philippines and Vietnam.
• Drove sales recovery through prompt and dedicated client journeys across all tiers of clients with delight programs and achieved targets despite the onset of Covid and lockdowns in 2020/2021.
• Defined and implemented Business Continuity plans with key stakeholders in Internal Control and HR to manage the new retail norms; timely directions to the retail teams across the region to mitigate any mental stress and uncertainty to achieve stability. Recovered sales and generated fulfilling client engagements of more than 2000 appointments across the stores with an average of 60% conversion rate.
• Maintained revenues through supporting virtual appointments with training and digital tools to generate sales and increase the morale of the teams.

• Directed management meetings to enhance collaboration and maintain a culture based on trust and group problem-solving.
• Tracked and analyzed profitability and key metrics to improve overall profitability and bring in new clientele.
• Formulated tactics and strategies to target new potential customers within prioritized markets.
• Drove year-on-year business growth while leading operations, strategic vision and long-range planning.
• Assessed reports to evaluate performance, develop targeted improvements to enhance sales and implement changes.
• Supported the recruitment, and interview of talented individuals bringing good sales expertise to the organization.
• Liaised with Omnichannel, marketing and key functional teams to develop solutions and accomplish shared objectives - developed innovative marketing campaigns to increase engagement with the target demographic and drive brand exposure.
• Mentored sales teams through 6 Store Managers in applying effective sales techniques and delivering top-notch customer service. Reviewed policy and procedures and benchmark best practices.

Key Achievements:

• Expanded the network in Thailand with a new store in Icon Siam Bangkok.
• Doubled the High Jewelry business through elevating the skill set of key store managers and client advisors to recruit new clients as well as strong collaborations with strategic partners and introducers.

• Supervised employees for exceptional sales contributions, store operations, customer retention, and positive brand experiences.
• Responsible for recruiting, hiring and training team members.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Trained and guided team members to maintain high productivity and performance metrics.
• Developed and implemented a high-quality work environment as measured through employee satisfaction ratings.
• Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as a key advocate for various personnel issues.
• Identified and recommended areas for improvement in processes with targeted solutions.
• Cultivated and strengthened lasting client relationships leveraging CRM data.
• Member of the High Jewelry club with a good pool of clients who were flown to the International High Jewelry events in Europe and achieved the yearly targets set.
• Oversaw the renovation and effected a smooth relocation of the Marina Bay Sands from a single level to a duplex in 2014.
• Recruited a strong sales team and opened the new store in Marina Bay Sands in 2010 and the Paragon Accessory Store in 2007.

• Responded to customer concerns, working with Store Manager to raise customer satisfaction and to meet store and personal targets.
• Supported the Store Manager to Supervise and evaluated a staff of 14 enabling them to improve skills, achieve daily objectives and achieve advancement.
• Attained expert level of product knowledge, becoming the go-to person for major sales negotiations and processes.
• Oversaw and improved deliverables through proactive coordination of daily operations.
• Provided monthly work schedules to employees to accommodate business demands and vacation requests.
• Maintained positive customer relationships by responding quickly to customer service inquiries and handling feedback.

• Achieved top sales goals and service targets by cultivating and securing new customer relationships and building repeated purchases.
• Maintained good knowledge of products and services in order to provide the best possible service for all customer needs.
• Engaged with customers to effectively build rapport and lasting relationships.
• Solved customer challenges by offering relevant products and services.
• Collaborated with managers to provide customer feedback and recommend operational changes to meet specific needs.

• Drove operational improvements which resulted in savings and improved profit margins of phone and online orders.
• Collaborated with Marketing and Buying departments to achieve plans to maximise revenues.
• Handled day-to-day running of accurate pick/pack and on-time delivery ensuring high levels of productivity and progression
• Saved cost by implementing cost-saving initiatives with logistic vendors that addressed long-standing problems.
• Developed and implemented performance improvement strategies and plans that maximised downtime and improved sales.
• Resolved problems, improved operations and provide exceptional customer service.
• Managed team of telemarketers, packers and administrative staff, overseeing hiring, training, and professional growth of employees.

• Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
• Answered passengers' questions and provided solutions to issues arising during flights.
• Attended workshops and training in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
• Calmly resolved passenger situations during flight, including disorderly passengers and medical emergencies.
• Offered friendly and efficient service to all customers, and handled challenging situations with ease.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Supervised the Flight Stewardess and Flight Steward by providing evaluation during flight checks as a Leading Stewardess.