Ivy Fu

Avant Arte is an e-commerce platform for limited art editions by the world's finest contemporary artists (price range: £300 - £40,000). I was the first hire to build the department from scratch. During my tenure, I led the team to achieve sales and clienteling targets.

• Responsible for overall sales and customer engagement strategy.

• Provided data-driven insights and directions for art advisors in online and offline client outreach and relationship building for each release.

• Worked closely with the co-founder to develop and execute VIP strategy.

• Planned and executed offline experiences to build brand image and drive customer engagement including exhibitions, events, personalised tours, art advisory service.

• Ownership of CRM tools; implemented Hubspot and Metabase to facilitate clienteling activities.

• In partnership with internal stakeholders to create customer feedback loop with the goal to acquire new clients and retain existing clients.

• Recruited and managed a team of 7 FTEs.

I was recruited as a part-time consultant when Selfridges planned to introduce a new digital personal shopping service focused on Greater China and Middle East. I offered strategic advice and guidance on customer engagement, clienteling, Salesforce integration, team recruitment and management.

Secoo is an omnichannel luxury lifestyle platform based in China with over 6 million active customers. Following its IPO on Nasdaq, I was recruited by the CEO in this newly created role to own the customer strategy and execution.

• Ownership of customer engagement and loyalty; responsible for customer retention and customer segment growth.

• Worked with data team to analyse existing customer database; identified customer touch points to plan online and offline outreach activities to engage with existing and potential VIPs.

• Led training programs for store staff in Beijing, Shanghai and Chengdu on clienteling and customer service.

• Recruited and managed a team of 5 FTEs.