As Customer Experience and CRM leader, Olivia Kosasih pioneers in creating seamless and engaging omnichannel customer experiences. Her skills in incisively distilling customer insights through analytics combined with her knowledge of customer experience design have allowed her to build brand loyalty.
Trained and professionally developed in Melbourne Australia, Olivia started her marketing career as above-the-line marketer in the retail sector. Her interests in building one to one customer relationship using data led her to accept a role at a global loyalty consulting firm – AIMIA in the CPG sector. Olivia has since been continuously expanding her repertoire – marrying data driven marketing with CX principles.
While posted in Hong Kong, Olivia held a role as the Head of Customer Engagement for a luxury retailer/distributor Bluebell where she built, optimised and led CX transformation project across the North and South East Asia regions through EX and big data.
Upon her return to Australia in late 2019, Olivia embarked on GIG economy where she built CRM backbone and launched a loyalty program for a global oil and energy company bp.
Currently Olivia consults and supports Luxottica Group – world’s leading premium and luxury eyewear in its CX improvement projects as well as Latitude Finance in optimising its customer engagement initiatives for fintec products.