Highlights:

Skills:Marketing strategy, Fundraising, Chinese language, CRM, Customer experience, Customer service, Management, Marketing

Fundraising Officer 10/01/2010 - current
United Nations Children's Fund, Kuala Lumpur, Kuala Lumpur Malaysia
Industry: Non-profit
Fundraising/marketing strategy formulation and implementation, Loyalty & retention, Back end operations support and supervisory, Customer service supervisory
• Managing portfolios of: o Face to face fundraising – manage outsourced agency o Telemarketing – spearhead and manage outsourced team o Direct marketing – planning and launching DM campaigns o Loyalty and retention – donor retention and loyalty marketing inclusive of upselling activity o Back end operations o Supervising and leading the Donor Relations team to provide global standard donor stewardship and relations. • Formulating strategies to acquire and retain donors • Participating in co-branding efforts with corporates and other related stakeholders • Overseeing the outsourced call center, providing training and performance monitoring • Responsible for setting customer service standards and benchmark for call center personnel • Oversee and manage the back end operations team to solve customer experience and technical issues • Developer and guardian of processes and procedures (SOP) • Work directly with Communications and Creative agency in conceptualization and design of marketing materials--
Loyalty & Retention Manager 03/2009 - 08/2010
Tune Money Sdn Bhd, Petaling Jaya, Selangor Malaysia
Industry: Finance services
Cross selling, loyalty & retention, customer service, spend promotion
• Setting up and spear heading the Customer Loyalty & Retention unit for Tune Money Prepaid Card • Formulating strategies to drive card spend • Initiating campaigns for cross selling and up selling of Tune Money products • Participating in co-brand efforts • Overseeing the outsourced call center, providing training and performance monitoring • Responsible for setting customer service standards and benchmark for call center personnel • Liaising with Operations department to solve customer experience issues • Liaising with Compliance and Legal for processes and procedures for campaigns, new products etc. • Responsible for proof reading the Marketing Communication materials before execution by Marketing department.--
AVP, Network Relationship Management 01/2006 - 02/2009
OSK Investment Bank Bhd, Kuala Lumpur, Kuala Lumpur Malaysia
Industry: Finance services
Brand loyalty management, customer retention, customer service, event management.
• Driving and managing the OSK Priority Card, loyalty programme • Event management • CRM & Direct Marketing initiatives o Launching and managing the programme newsletter o Managing the marketing material insertions slots of the programme o Joint promotions and merchants collaboration • Database management o Coordinate closely with the Group IT to perform de-duplication and database cleaning o Segmentation of database for marketing purposes • Copywriting and Editorial Responsibilities o Assuming the Editor of the loyalty programme’s newsletter, OSK Priority o Involved in copywriting tasks, in materials such as banner, product leaflets etc. • Participating in corporate level events as committee members and coordinating & overseeing the projects together with Group Corporate Communication department--

Edith Cowan University 01/1996 - 12/1998
Perth, Western Australia, Australia
Degree: Bachelor's Degree
Major:Management
Minor:Marketing
CGPA 3.48

Jacqueline Yew_cv Multi-lingual senior marketing specialist