Olivia Kosasih's Linkedin Analytics

I am a Customer Experience, CRM, and Loyalty Marketing practitioner with extensive experience in delivering data-driven end-to-end Customer Experience Management (CXM) and hyper-personalised customer engagement programs and campaigns. My purpose is to help small, medium, and large enterprises to: 1. Crystalise customer experience vision. 2. Distill insights from all-party data to make sound commercial decisions and develop long-term strategic directions. 3. Design, deliver, and optimise frictionless customer experience through customer engagement programs, lifecycle marketing, loyalty marketing, products, services, and processes. PROJECT HIGHLIGHTS Customer Experience: • Co-led Bluebell Group's customer experience and digital transformation across Sth. East and Nth. East Asia regions. • Consulted a co-CEO and facilitated an enterprise-wide customer experience transformation project. Loyalty Programs: • Rolled out Bluebell Privilege program membership acquisition campaigns across Sth.East and Nth. East Asia regions. • Generated over $1 million in sales volume for the BP Rewards program during the first 8 weeks of its launch. CRM and Lifecycle Marketing: • Co-led and designed the OnePass customer lifecycle program to maximize conversion across Bunnings, Kmart, Catch.com, and Target. • Led, designed, and implemented a data-driven lifecycle program for Latitude Financial's fintech product, LatitudePay. • Co-built and optimised marketing automation workflows for BP Rewards and Latitude Financial based on complex customer journey design blueprints. INDUSTRIES Optics, FMCG, Consumer Goods, Retail, B2B, Professional Services (Agency), Automobile, Fin. Services, Fintec, Luxury, Land Marketing, Oil & Energy. GLOBAL PORTFOLIO • Australia and New Zealand • Sth. East Asia (Vietnam, Philippines, Thailand, Indonesia, Malaysia, Singapore) • Nth East Asia (China, Taiwan, Hong Kong, South Korea, Japan) • Nth America & Canada • Parts of Europe (Switzerland, UK, France, Germany) COMMUNITY I believe in giving back to my community through pro-bono consulting work. Professionally, I add value through knowledge sharing/empowerment. I participate in speaking engagements at marketing forums. Additionally, I volunteered to write and edit the CX Book of Knowledge for CXPA, a global association for CX practitioners. In my personal time, I support various charity organisations that focus on children's welfare and education. As an inquisitive life explorer, I enjoy discovering our exotic planet and maintaining a constant sense of curiosity both professionally and personally.