Brandon Ng

Head of Commercial

July 2022 – present

Led the commercial department to drive commercial strategies and initiatives to accelerate business growth.

• Grew adoption of customers who trade-in their cars to improve sales conversion from 6% to 20%
• Grew contribution of sales from third party brokers to 14% of overall sales
• Spearheaded and project managed four large scale Carsome Autofair event across different cities

Head of Demand Operations Excellence

Nov 2021 – Jun 2022

Spearheaded end-to-end process optimization and product enhancement for Carsome’s systems and processes in order to drive efficiency and maximize effectiveness of the demand funnel. Oversee customer journey planning and process enhancements to improve customer experience.

• Reduced turnaround time of sales from 32 days to 16 days (reduction of 16 days)
• Improved sales conversion of appointment to order from 18% to 30% across all branches
• Built a revamped NPS and CSAT framework to effectively collect customer feedback and measure customer experience
• Maintained NPS at 70 and above, achieving highest score of 74 (8 points improvement from 66), and achieving above industry standard of 33 (Automotive) and 34.3 (e-Commerce)

> Drive end-to-end process optimization for the business to better optimize online-to-offline strategy with efficiency and optimizing customer experience in mind

> Built a revamped NPS and CSAT framework to effectively collect customer feedback and measure customer experience

> Business owner for all acquisition product and processes to ensure optimized and most efficient conversion of leads
> Oversee all GrabCar, GrabFood and GrabExpress driver and rider acquisition efforts from different channels across 20+ cities in Malaysia
> Oversaw operational efforts and processes for GrabCar to comply to newly implemented e-hailing regulations for Malaysia

• Accomplished multiple tasks within established timeframes.
• Developed and maintained relationships with customers and suppliers through account development.

> Optimized acquisition processes and channels – integration of Zoho CRM, Zapier, and other automation tools
> Oversaw a team of 20 people comprising telesales/follow-up calling team & admin functions

> Strategized weekly incentives to drivers to address peak hour demand
> Performed fraud checks to prevent fraudulent incentive payouts
> Oversaw and built incentive payout team & payment support
> Oversaw and launched new products – GrabPay, assignment-based job allocation

> Increased demand by training drivers to refer passengers in driver refer passenger program
> Plan and executed the Elite driver loyalty program to ensure retention of MyTeksi’s best drivers

> Marketing - Built JB market – grew demand through on-ground marketing activities and secured key partnerships with partners such as Legoland and UTM - Plan and executed campaigns to promote passenger app downloads and activation
> Business Intelligence/Analytics - Conducted data analysis on key initiatives to improve business metrics such as driver churn data, new customer life cycle retention - Supported data requests for SEA region - Prepare weekly insights for key stakeholders
> Driver Loyalty & Retention - Pioneered, designed and executed driver incentives to address peak hour demand - Pioneered, designed and executed cash out process from driver’s credit wallet