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    Business Solution & Customer Success Manager

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    Thị Minh Phương Nguyễn
    Tuyet has over 5 years of experience in customer success and category management roles in e-commerce. She has a track record of driving growth through data-driven product improvements and reducing operational frictions. At her current role at YOPDev, she led the implementation of an API integration that improved customer satisfaction by 40% and increased direct sales by 2x. Previously at Lazada Vietnam, she uplifted category revenue by 200% and guided cross-functional projects that increased daily active users by 5x.

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    Business Solution & Customer Success Manager

    Uploaded by

    Thị Minh Phương Nguyễn
    1 views2 pages
    Tuyet has over 5 years of experience in customer success and category management roles in e-commerce. She has a track record of driving growth through data-driven product improvements and reducing operational frictions. At her current role at YOPDev, she led the implementation of an API integration that improved customer satisfaction by 40% and increased direct sales by 2x. Previously at Lazada Vietnam, she uplifted category revenue by 200% and guided cross-functional projects that increased daily active users by 5x.

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    Tuyet has over 5 years of experience in customer success and category management roles in e-commerce. She has a track record of driving growth through data-driven product improvements and reducing operational frictions. At her current role at YOPDev, she led the implementation of an API integration that improved customer satisfaction by 40% and increased direct sales by 2x. Previously at Lazada Vietnam, she uplifted category revenue by 200% and guided cross-functional projects that increased daily active users by 5x.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    1 views2 pages

    Business Solution & Customer Success Manager

    Uploaded by

    Thị Minh Phương Nguyễn
    Tuyet has over 5 years of experience in customer success and category management roles in e-commerce. She has a track record of driving growth through data-driven product improvements and reducing operational frictions. At her current role at YOPDev, she led the implementation of an API integration that improved customer satisfaction by 40% and increased direct sales by 2x. Previously at Lazada Vietnam, she uplifted category revenue by 200% and guided cross-functional projects that increased daily active users by 5x.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    Customer Success Lead with a strong focus on data-driven

    Pham Thi Anh Tuyet product adoption and optimization

    [email protected] +84938989194 linkedin.com/in/tuyet-pham-687284118/

    Work Experience
    May’22 – Present YOPDev, Coca-Cola B2B E-commerce Business Vertical
    Ho Chi Minh, Vietnam National Customer Success Manager

    • Led implementation of custom API integration for YOPDev’s order management


    platform, improving customer satisfaction by 40% on CSAT score with an increase
    in direct sales by 2x.
    • Drove product adoption for Vietnam with a strong focus on activation; increased
    retention from 23% to 48% by focusing on data-driven product improvements and
    reduction of operational frictions for targeted customers.
    • Enabled new SME partners on the web and mobile application with go-to-market and
    new opportunity seizing through the development of new innovative solutions and
    feature enhancements.
    • Worked cross-functionally with product, engineering, BI, and operations teams for
    operational excellence and product improvement. Managed country product backlog and
    day-to-day sprint standups with the global product team.

    Jan’19 – Mar’22 Lazada Vietnam, B2C E-commerce


    Ho Chi Minh, Vietnam
    Category Manager, Health-care
    • Led health category for Lazada Vietnam and managed 6,000+ brands & SMEs accounts
    on the platform.
    • Uplifted category YoY revenue growth by 200% and directed cross-functional projects
    with BI, marketing, product, design, operations & b2b partnership teams impacting category
    and brands’ market share.
    • Directed launch strategy & incubation, training for 200+ global and local brands
    enabling their successful foray into the Vietnam market.
    • Oversaw the lift in the daily active user growth by 5x on the platform for newly onboarded
    Vietnamese stores & international brands.
    • Counseled the business development team to identify and acquire potential brands &
    tailored traffic optimization plans for these brands with the marketing solutions team. In
    addition, drove in-app thematic campaigns & engagement activities to boost conversions.
    • Aligned product & operations team to create & set a smooth onboarding experience for the
    category sellers & buyers on the platform.
    • Maximized performance of the category by leveraging key assortments and leading the
    training process for the newly acquired sellers.

    Key Account Manager


    • Designed monthly engagement training sessions & led account management for brands.
    Created iterative business plans and delivered market research insights & data-driven
    plans to top 250 category sellers.
    • Charted user journey optimization techniques for top brands, and formulated guidelines for
    business commercial strategy and creative outlook to improve CTR & conversion rate for
    products on the platform.

    Nov’17 – Nov’18 Annam Group


    Ho Chi Minh, Vietnam
    Business Development Lead - B2B & HORECA sales
    • Set up business development processes & KPIs for the group. Built trackers for monthly
    reports, stocks, sales forecasts, and market research with a strategy to optimize sales
    volume.
    • Acquired new accounts and closed deals with top real estate investment firms;
    • Led after-sales service team & create brand awareness through corporate events, and
    key accounts activation in the South Vietnam territory.
    Aug’16 – Nov’17 Anheuser-Busch Inbev
    Ho Chi Minh, Vietnam Event Supervisor
    • Supervised event activation from ideation to execution for the brand. Conducted
    research to identify & develop new Business opportunity
    • Facilitate communication and management between project stakeholders, including
    venue management, managing execution of agencies and suppliers

    Procurement Officer
    • In charge of goods and service purchases related to Commercials (marketing, trade
    marketing).
    • Assisted region head with data, site check, goods collection & management of the
    project to make them cost-effective.

    Education

    2013-2016 Double Majors, Banking & Finance


    Singapore Murdoch University – Australia

    2009-2012 Diploma of Commerce, Financial Management


    Singapore Kaplan Higher Education Institute – Singapore

    Projects
    Skills
    Skills Tool stack

    • Category management, client management, data analytics, digital • Brand strategy: PowerPoint, Spreadsheets
    campaigns, performance marketing, market research • Design: Figma, Canvas
    • Product: product strategy, user churn & retention optimization • Business analytics: Power Query, Data Studio, SQL
    • Digital analytics: CPC, click-through rate, conversion optimization, (acquiring)
    FB ads

    Certifications
    • Certified Facebook Digital Marketing Associate
    • Google Adwords
    • Google Ads Search Certification
    • Email & Newsletter Marketing Foundation
    • Accounting & Financial statement Analysis
    • Advance Social Media Strategy Certification from HubSpot

    Volunteer
    • Volunteer in the event " Visiting Nursing Home " organized by Singapore Cares (Non-profit Organization)
    • Join Fundraising activity of Singapore Career's program;
    • Participated in Singapore Children's Society.

    My philosophy -> Be curious, positive & purposeful

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