The Peninsula Hotel builds up digital CX with Harold Lee's promotion

The Peninsula Hotel has promoted Harold Lee (pictured) to director of digital customer experience for its global head office, according to this LinkedIn.

Lee joined The Peninsula Hotel in July 2021. Prior to his latest role, he was senior manager of digital customer experience at the global head office, responsible for all group-level digital customer experience, including data governance, analytics and CRM, said his LinkedIn. Lee joined The Peninsula Hotel from Burberry, where he was senior manager, consumer and retail insights for APAC. In this position, he led the brand’s insights department and acted as a strategic thought partner for senior business executives, leveraging consumer and market intelligence, as well as advanced analytics to shape strategic initiatives in nine Asian markets.

He also developed and executed the digital and customer big data roadmap that elevated the organisational use of customer insights in CRM, marketing, retail planning and merchandising. Moreover, he formulated predictive models using machine learning techniques for regional CRM campaigns, including churn prevention, loyal-client prediction, basket association and purchase propensity to deliver incremental revenue.

Lee also gained analytics experience during his time as CRM analytics manager at A.S. Watson Group from April 2015 to April 2017. He developed CRM strategies that aligned with the business target of the organisation, and monitored customer loyalty KPIs for ongoing performance improvement. He also led all CRM analytics and consumer research across the organisation to enhance O2O customer journey, supporting store expansion and strategies for categories and own brands.

In the early stage of his career, Lee worked for confectionery and food brand Mars for about three years as category development and business analytics manager, responsible for a number of duties such as developing and implementing various quantitative tools to support business planning including trade and marketing spend ROI, portfolio optimisation, and pricing review. He also formulated category, shopper and consumer insights to support the development of channel and brand strategies. Other companies he worked for include the Nielsen Company and market research company synovate.

In addition to Lee's promotion, The Peninsula Hotel promoted Denis Brunet to brand marketing and communications director, according to his LinkedIn. Prior to his promotion, he was senior manager of brand marketing and communications from January 2019 to January 2022. He led and directed the head office cross-functional teams on all campaign and marketing initiatives through the development and deployment of innovative brand marketing and communications strategy across all channels. He was also responsible for managing strategy and the deployment of creative content across targeted media.

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