Customer Operations CI and Demand Planning professional
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Results-driven Customer Operations CI and Demand Planning professional with 16+ years of experience in continuous improvement, demand planning, product management, and cross-functional leadership within a European multinational. Proven track record of driving process excellence, improving forecast accuracy, implementing global systems, and leading teams across Asia and EMEA. MBA graduate from the National University of Singapore.
Customer Operations Continuous Improvement Manager - AkzoNobel - UK
(2021-08)
Developed and implemented global Service Level Agreements to standardise customer service performance. Coordinated continuous improvement initiatives across the Customer Service function, including launch of an order-processing app and payment-term cleansing activities. Built organisational capability by delivering IIPS training and embedding structured problem-solving methodology within Customer Service and Supply teams.
Regional Demand Manager, Asia/South Asia - AkzoNobel - Singapore
(2013-05 - 2021-07)
Established standard demand planning process and KPI; Ensured analysis & internal competitive insights were maintained regularly so that it could be incorporated in sales forecast to support commercial decision making, financial and operation planning and improved forecast accuracy. Established a monthly review process with Regional Sales Director, Marketing and Financial group to ensure business changes and new brand introductions were incorporated into the forecast. Collected and analysed market information to support the commercial decision and sales plan, collaborating with Country Sales Managers, Regional Marketing Manager, Regional Tender Manager, Regional Technical Manager and CRM expert.
Managed the forecasting process by conducting detail analysis of inputs and outputs of the qualitative and quantitative data. Monitored weekly sales and monthly KPIs. Presented demand insights and projection to management team on a monthly basis.
Implemented pipeline management process and managed pipeline; Increased sales pipeline visibility from 30% to 80% in CRM by closely working with Sales team. Conducted sales review with all country sales managers in seven countries to track and push
Product Executive, A&AC China - AkzoNobel - China
(2010-07 - 2013-04)
Owned product management for the "Lesonal" brand in China – the 2nd biggest brand in Vehicle Refinishes business unit, including pricing, promotions, portfolio optimisation and new product launches. Conducted market research and cross-functional workshops (Sales, Finance, etc.) to identify customer needs and growth opportunities. Partnered closely with Sales and Supply Chain on demand planning activities.
HR Assistant - ABN AMRO Bank - China
(2008-07 - 2010-07)
Supported HR projects and performed data analysis.
Master of Business Administration - MBA - National University of Singapore (2014-09 - 2017-04)
Bachelor of Arts - Shanghai International Studies University (2004-09 - 2008-06)
