Dentsu Asia Pacific has appointed Rachel Ooi as chief growth officer, customer experience management (CXM) for its Asia Pacific operations, effective immediately. In the newly created role, Ooi (pictured) will be responsible for bolstering CXM's regional footprint through new business and organic growth, working closely with media and creative leads on integrated opportunities. She will also lead the regional roll-out and implementation of the sales platform across all sales and account management functions.
Ooi has dual reporting lines to Zhengda Shen, CEO, CXM, dentsu Asia Pacific, and Owen McCorry, global chief growth officer, CXM, dentsu. She joins from Accenture where she was previously MD, Industry X.O lead (growth markets) based in Singapore. Prior to that, she was with General Electric where she led ecosystem alliance for the Asia Pacific region. In that role, she was also GM for the ASEAN enterprise sales team.
Ooi brings with her more than 20 years of experience, with core competencies in strategy and business development, digital transformation, enterprise sales excellence, marketing and operations leaderships, ecosystem alliances, and sustainability.
According to Ooi, it is now an era of digital genesis. "CXM is the weakest link today in many organisations that are in transition, where there is an urgent need for creativity working with digital innovation and human-centric engagements for continual customer intimacy and business success," she explained.
Meanwhile, McCorry said the agency believes focusing its business capabilities around customer experience is "the greatest advantage [it] can give to clients". "Hence, we need someone such as Ooi, who has proven strategic vision growing businesses and challenging the status quo. Most importantly, she will deliver client centricity across Asia Pacific markets, bridging cultural nuances, which is fundamental to success in this dynamic, fast-paced region," he added.
Separately, its Singapore operations launched dentsu Commerce last November to leverage the capabilities of its creative, media and CXM groups locally. Its Total Commerce approach will focus on commerce intelligence, commerce transformation and commerce excellence. Meanwhile, the CXM line of business in Singapore is currently being led by MD Prantik Mazumdar.
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