CV
statement
Hybrid talent with strong commercial sensibility and first-hand expertise across CX, communications and business transformation. Experienced across marketing agencies and consulting firms — work spans client leadership, experience strategy, creative, campaign & always-on communications, digital, martech, UX/CX, service design, and data & optimisation.
work history
2025/08 – now senior account director @ akqa
Leading client relationships across CX and Comms scopes in Japan.
Clients: JAL, Airbnb, JR East
2024/05 – 2025/08 senior principal, cx @ slalom consulting
Leading consulting proposals & engagements — delivering user insights, business cases & experience strategies across loyalty & CRM programs, internal AI applications, and new business innovation pipelines.
Scope: user research, experience strategy, service strategy & blueprinting, business case creation, business strategy, innovation consulting.
Clients: JR West, Kyodo News, Softbank Group
2021/05 – 2024/05 group account director / consulting director @ mrm
Joined to lead the digital team for BMW; promoted within 6 months to account lead for the full 8-figure USD (in agency fees) IPG engagement, heading a 100+ team. Subsequently led the Consulting division.
- BMW – scope across brand creative, digital UX/UI, martech (Adobe stack), performance reporting, and cross-agency alignment across UM and Hakuhodo
- Amazon, Nike, Hugo Boss – led Japan Consulting division engagements as head of MRM’s consulting practice
2018/07 – 2021/05 account director @ publicis sapient
As primary Client Partner in Japan, led interdisciplinary (Design, Technology, Business Strategy) teams for clients’ digital business transformations. Won multiple 7-figure USD programs from strategy through execution.
- Japan Airlines – won 5-way competitive pitch; delivered 7-figure USD program across 6 workstreams in 12 months: Experience Design, Web, AEM Platform, Capability Roadmapping.
- Rakuten Mobile – won 4-way competitive pitch; delivered 7-figure USD CX program: modular Retail Experience System, Store Technology, Employee Experience design.
- Marui EPOS – built relationship from scratch; program spanned spatial retail design, prototype store build, digital touchpoints, AI analytics, service blueprint and migration roadmap.
2015/05 – 2018/07 account manager, global accounts @ dentsu isobar
Led digital marketing for global blue-chip clients across luxury fashion, airline, tourism, insurance & banking.
- adidas Originals – planned & executed a one-night Tokyo boutique hotel product launch event for ~100 celebrity guests.
- COACH Japan – multi-year relationship: LINE community management and LINE Business Connect API-integrated first-party CRM.
- Air France–KLM – won 3-way competitive pitch; designed & implemented a LINE-based CRM / personalisation / customer service platform.
2013/12 – 2015/03 international account manager @ havas media
Media planning and buying for branding & DR campaigns with 8-figure USD budgets. Clients: Credit Suisse, Bench, AXA Insurance.
2011/02 – 2013/11 account executive @ ptarmigan media
Media planning, buying and performance reporting across print, TV, radio, digital display & search. Clients: Standard Life Investments, Aberdeen Asset Management, Russell Indexes.
2010/03 – 2011/01 cms services sales @ verican
Sold CMS (Joomla, Drupal) development services to media companies globally.
2008/09 – 2010/03 analyst @ natixis private equity asia (npea) capital
Financial due diligence on private companies; research and reports for investment committee. CN-EN and EN-CN translation.
7 languages
- Japanese – native
- English – native
- Mandarin Chinese – fluent
- French – basic
- Spanish – basic
- Italian – basic
- Cantonese – basic
skills
engagement leadership | experience strategy | service strategy & blueprinting | user research | workshop facilitation | business case creation | technology use-case definition & prioritisation
martech / cx / ai stack
- Adobe Analytics & Launch
- Adobe Audience Manager
- Adobe Campaign & Target
- Adobe Experience Manager
- Anthropic Claude API
- AWS Bedrock
- Datorama & Tableau
- Google Analytics & Tag Manager
- Google Campaign Manager 360
- LINE Business Connect
- Microsoft Dynamics
- OpenAI API
- Salesforce Commerce Cloud
- Salesforce Marketing Cloud (Pardot, Interaction Studio)
- Shopify Plus
- Snowflake
certifications
- ICAgile: Agile Fundamentals
- Scaled Agile: Certified SAFe® 5 Agilist (Sep 2020)
education
2004/09 – 2008/06 chinese studies m.a. (hons) @ the university of edinburgh
Attained First Class honours. Included one year of study at Dalian University of Technology (DUT), China. Attained Level 9 (advanced) on the Chinese Proficiency Test (HSK).