2023 to present
Digital Director, Alka Group
Hong Kong
Lead client work across technology needs, data flows, integrations, AI governance, and the changes needed to improve operating control.
Digital customer and technology leader
I help organisations improve customer experience, grow engagement, and make complex work easier to run.
For more than 15 years, I have led digital transformation, customer experience, marketing, platforms, data, and operating change across APAC. Alongside leadership work, I build focused ventures that put service and experience into practice.
Leadership outcomes
Regional leadership that improved the customer experience and the way work gets done.
These are selected outcomes from roles across digital, customer experience, marketing, technology, and operations. Each depended on regional teams, local markets, partners, and practical delivery.
14 APAC markets
Led regional websites, search, paid media, social, CRM, analytics, and platform work across East Asia at the British Council.
70% more digital engagement
A global CMS overhaul at the British Council improved digital engagement and customer satisfaction.
25% China loyalty engagement
Supported CRM, marketing automation, and customer-facing digital initiatives at Melco associated with this increase.
20% year-on-year client revenue
At First Page Digital, KPI reporting and delivery improvements strengthened retention and contributed to this growth across a US$3m portfolio.
Leadership experience
Senior roles where strategy had to become daily practice.
These roles cover regional strategy, transformation delivery, team leadership, governance, and the systems that support customers and staff.
2021 to 2023
Head of Content, First Page Digital
Hong Kong
Led a team of 14 and a US$3m budget, combining digital innovation, data-led reporting, AI governance, quality control, and capability building.
2019 to 2021
Head of Digital, Intellinovus
Hong Kong
Built technology roadmaps, reviewed vendors and security risks, introduced workflow systems, and used customer analytics to improve delivery.
2012 to 2019
Regional digital leadership
British Council and Melco, Hong Kong
Led regional digital transformation, customer-facing technology, content, continuity planning, team development, and operating change across complex organisations.
How I lead
Start with the customer and commercial need, then make the work easier to run.
I clarify the priority, the audience, the workflow, the decision rights, and the measures that matter. From there, I help teams connect marketing, technology, service, and data in ways that make practical change possible.
Founder work
Building considered experiences alongside leadership work.
My founder work gives me a practical place to test how service, environment, technology, and operating detail come together in a real customer experience.
Founder venture
2nd Bell
A sound experience business creating sound environments, corporate wellness experiences, and activations for hospitality, retail, workplaces, wellness settings, and events across Asia Pacific.
Explore 2nd Bell →Sound-led experiences
From a single moment to an ongoing atmosphere.
The work can start with an event activation or team reset, then extend into programmed sound environments, venue audio integration, and a clearer sonic identity for a space or brand.
Explore sound environments →Product validation
ActaOS
I built an MVP for legal operating work that brings client intake, matter workflows, approvals, documents, budgets, billing readiness, and reporting into one system. It is now being validated through a focused service workflow.
Learn more about ActaOS →Notes on the work
Practical notes from digital, technology, and operating work.
Writing on transformation delivery, customer journeys, CRM, AI governance, reporting, and the systems behind dependable work.
Leadership5 min
What 15 Years of Digital and Operations Work Has Taught Me
The lessons behind digital experiences, CRM, reporting, customer journeys, and operations in APAC.
Read note →Transformation delivery5 min
Why Digital Projects Fail After Launch
Why ownership, content, customer journeys, CRM, and reporting determine whether change lasts.
Read note →AI governance6 min
When to Use AI in a CRM Workflow
Where AI can support a clear workflow, and why process design and accountable ownership come first.
Read note →Contact
For director-level transformation, technology, operating, or advisory conversations.
If you are working through a regional digital, customer, technology, or operational challenge, I am happy to compare notes.
Leadership rolesDiscuss a director-level brief.Advisory workTalk through a live problem.Product conversationsDiscuss a focused product or venture.
Get in touch →