Victoria is a marketing tech innovator. Her focus is on developing a new generation of e-loyalty solutions to drive brand and customer engagement in the digital era. As Executive Director of Loyalty Marketing at Sands China, Victoria leads the strategy and design of collaborations with leading digital platform partners for Sands China’s non-gaming “Sands Lifestyle” brand in key markets in Asia. By tracking relevant sector innovations and technology advancements, she initiated a new digital loyalty stream that allowed a first-in-market approach to loyalty engagement.
She now oversees new digital solutions across the consumer tech space, e-payment, e-wallet and app channels to support customer loyalty engagement. In 2018, Victoria spearheaded the pioneering loyalty co-operation with Alipay to launch the first digital card benefits campaign for Alipay members internationally outside of mainland China. Previously, Victoria worked for ten years advising multi-national clients on brand management, global customer data and loyalty systems, media, IT and e-commerce matters in China and the Asia Pacific region. Her focus was on luxury, fashion, tech, travel and sports/entertainment industries. Victoria graduated from the University of Oxford, Balliol College, where she was awarded her undergraduate degree (BA) and post-graduate master’s degrees (MA and MSt). She is qualified to practice law in Hong Kong and England & Wales. Victoria started her career in London, and has worked in Milan, Beijing, Macao, Singapore and Hong Kong, where she is based. She speaks English, Italian, Chinese (Mandarin) and French.
Victoria has presented seminars on customer data, social media and the use of new data solutions in China and Hong Kong. She is a contributor to The Bloomberg Report Asia Pacific, Asia IP, PLC China, World Data Privacy Review, Fashion Law.
Panel discussion: How to improve customer loyalty and retention in the digital age
With shopper behaviour evolving alongside rapid technological advances, what factors do you need to consider for increased customer retention:
- using data-driven technologies to help support customer loyalty with targeting and personalisation
- the importance of becoming an agile and customer-centric brand
- understanding the needs of your consumer, to serve them quicker and anticipate future needs
- the importance of transparency and maintaining the human touch