As Head of Marketing and Communications, Cheryl leads all branding, marketing and external communications globally for DHL eCommerce, a business unit of Deutsche Post DHL Group focused on enabling logistics for the e-commerce sector.
Cheryl's portfolio includes digital marketing, advertising, publicity, media relations, internal and external communications for DHL eCommerce. Reporting directly to the Global CEO and Asia Pacific CEO, Cheryl is a member of the Asia Pacific Management Board.
Prior to her current role, Cheryl was part of the Corporate Communications and Responsibility Team for DHL Asia Pacific, Middle East and Africa, supporting all business units in the region.
Cheryl is an experienced marketing and communications professional with over 12 years of experience in public relations, advertising, corporate communications and marketing consultancy. Her experience spans across various industries including fashion, retail, entertainment, sports and logistics.
Understanding the Customer Journey
by Head of Marketing Communications, DHL
Creating an unrivalled customer experience is an aspiration of every organisation today. Understanding the end-to-end customer journey and looking from the customer's point of view allows one to truly see where customer experience gaps are present and where opportunities lie.
From early moments where a customer becomes aware of your brand to their post-purchase experience or further customer loyalty efforts- these multiple customer touch points are opportunities for an organisation to engage and build brand advocates.
DHL eCommerce, a division of the world's leading logistics company Deutsche Post DHL Group, will share how they have built their marketing plans through understanding their customer journeys and employing various touchpoints to engage them: digital, social, email, media etc.