Valerie Kew
Summary
A Customer-focused professional with a fulfilling career spanning over 16 years in Travel/Hospitality Services and Technology, mainly within Business Development, Account Management and Customer Success functions. Being a motivated self-starter and agile learner who embrace challenges and focus on successful outcomes.
Overview
18
18
years of professional experience
Work History
Customer Success Manager (APAC)
Omnipresent
01.2022 - 02.2023
- Owned and managed close to 40 client accounts throughout entire customer lifecycle, be customers’ voice and their main point of contact.
- Develop strong relationship with assigned clients through regular and meaningful engagements to achieve smooth delivery of service, high customer satisfaction and long-term success.
- Monitored customers; health progress and conducted periodic user training sessions to support customer understanding and product feature utilization.
- Collaborated with sales and product teams to address customer success objectives.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Enterprise Sales Director (APAC)
Knowland
04.2020 - 03.2021
- Being the first hire in Asia Pacific to manage over 30 assigned accounts in region, responsible for full sales cycle to maximize revenue through new sales acquisitions and renewals.
- Owned all Customer Success metrics, led regular client meetings for training/onboarding and business review to foster open communication, high customer engagement, usage and retention to ensure ongoing success.
- Acted as trusted advisor and subject matter expert for clients on Knowland’s products, providing insightful data and recommendations in helping them to achieve their sales objectives.
Senior Manager
Kayak
01.2019 - 02.2020
- Working within Kayak accommodations team (after Kayak’s acquisition of HotelsCombined) to drive productive relationship with key hotel partners in Asia Pacific & Europe, through developing responsive solutions to enhance clients’ sales distribution strategy.
- Managed integration of partners’ channel connectivity into Kayak’s sales distribution network with aim to grow sales performance by providing relevant data insights and consulting.
Head of Client Relations
HotelsCombined
10.2014 - 12.2018
- Build and mentored a team of 6 culturally diverse and remotely based market managers in Asia, ensuring team members are highly motivated in meeting their growth targets.
- Regularly conducted market analysis to monitor key trends, benchmarking among competitive set and prepare regular reports to management for forecasting and strategies.
- Being a pioneer team member of partner acquisition team in Asia in a start-up environment, single-handedly penetrated new markets and forged partnership with over 200 hotels in the region within 1 year.
- Integrated into Kayak's team after their acquisition of HotelsCombined in 2019.
Regional Contracting Manager
HotelBeds
04.2014 - 10.2014
- Managed and coached a team of 6 local contracting managers, ensuring they are highly motivated to engage with hotel partners to achieve targets.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
Director of Marketing Communications
Infinity Hotels & Resorts
01.2013 - 09.2013
- Accountable for all PR and Marketing activities to drive higher brand awareness and engagement.
- Oversaw preparation of marketing copy, images, and other collateral.
- Led the Ecommerce team to ensure online distribution channels are optimized and revenue are maximized to achieve overall sales targets.
Regional Director
Getaway Lounge Australia
02.2012 - 01.2013
- Managed business development activities in South East Asia, secured best deals with travel partners to achieve high revenue on sales channels.
- Represented company at various regional industry events.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
Regional Sales Director
WEGO
07.2011 - 02.2012
- Responsible for sales management activities for hotel clients in Asia, from prospecting to support, ensuring client engagement and satisfaction.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Senior Market Manager
Orbitz Worldwide (Now part of Expedia)
10.2007 - 06.2011
- Forged strong partnership with global and independent accommodation brands to expand HotelClub and Orbitz brand presence in assigned region.
- Networked in market to build partnerships and connections with prospects.
- Achieved monthly sales targets consistently by pursuing new business.
- Relocated to Bangkok to lead the local team and expanded the team from 3 to 7 members.
Market Manager
Wotif (Now part of Expedia)
11.2004 - 10.2007
- Being part of the pioneer team in Singapore, proactively attained partnership to expand hotel inventory portfolio in South East Asia
- Work closely with key hotel partners to ensure maximum sales opportunities through various sales campaigns.
- Coached team members in effective selling strategies and closing techniques.
Education
Post Diploma Certificate - Digital Marketing
Republic Polytechnic
Singapore09.2021
BBA - Business Administration
James Cook University
Singapore08.2004
Diploma - Business Management
Nanyang Polytechnic
Singapore12.1998
Skills
- MS Office tools, Tableau, Salesforce CRM
- Agile Principles ( ICAGILE Certified Professional)
- Client Rapport-Building
- Business Development
- Consultative Selling Techniques
- Customer Relations
- Account Management
Languages
Chinese (Mandarin)
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Thai
Intermediate (B1)
Timeline
Customer Success Manager (APAC)
Omnipresent
01.2022 - 02.2023
Enterprise Sales Director (APAC)
Knowland
04.2020 - 03.2021
Senior Manager
Kayak
01.2019 - 02.2020
Head of Client Relations
HotelsCombined
10.2014 - 12.2018
Regional Contracting Manager
HotelBeds
04.2014 - 10.2014
Director of Marketing Communications
Infinity Hotels & Resorts
01.2013 - 09.2013
Regional Director
Getaway Lounge Australia
02.2012 - 01.2013
Regional Sales Director
WEGO
07.2011 - 02.2012
Senior Market Manager
Orbitz Worldwide (Now part of Expedia)
10.2007 - 06.2011
Market Manager
Wotif (Now part of Expedia)
11.2004 - 10.2007
Post Diploma Certificate - Digital Marketing
Republic Polytechnic
BBA - Business Administration
James Cook University
Diploma - Business Management
Nanyang Polytechnic
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