Shann Chow
Summary
Experienced leader with 15 years of expertise in delivering successful CRM implementations, omnichannel strategies, and large-scale digital transformations across diverse industries, including banking, insurance, FMCG, and public sectors. Proven track record of driving digital excellence, leading to multiple awards and recognition for outstanding achievements.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Product Owner
Corporate & Institutional Banking (CCIB) – Standard Chartered Bank
06.2023 - 03.2024
- Managed CRM system, entitlements to control user access, platform licenses, system-wide updates and integrated APIs with banking systems
- Delivered the migration of10,000+ users to Microsoft Dynamics in 4 months
- Transitioned ServiceNow workflows, migrated backlogs from Jira to Azure DevOps, cutting release cycles by 20%
- Established 3 Agile squads (40+ members), improving delivery speed by 30%
Global Product Owner
Specialised Nutrition, Dutch Lady, Friso Milk – FrieslandCampina
07.2020 - 03.2023
- First tech hire on the marketing team, led the shift to a digital-first approach across 4 countries from buy-in sharing vision and training cross-country teams
- Established Salesforce Sales/Marketing Cloud as the CRM hub, integrated with CMS and eCommerce, increasing online sales by 8%; earned Technology Excellence Award 2023
- Launched a digital call centre with Natterbox CTI, with omni-channel servicing (Whatsapp, Facebook messenger, chatbot), reduced support costs by 50%
- Redesigned customer journeys; acquired 70,000 members in six months and winning the Vietnam Customer Experience of the Year (2022)
- Created single consumer view, implemented Power BI dashboards, standardizing KPI, reducing manual reporting by 30%
Head of Demand Generation (Asia)
MetLife Innovation Centre
09.2015 - 07.2020
- Built demand generation capabilities across 9 countries, convincing stakeholders unfamiliar with digital transformation to adopt lead acquisition processes
- Directed a $5M CRM transformation, integrating Adobe Campaign, APIs, and RPA, launched first “360health” nurturing program in Japan, increasing leads by 2300% within one month
- Convinced buy-in for a hybrid cloud/on-premises database in Japan and Korea, enabling real-time customer journey insights
- Run design thinking workshops for new Insurance app, reducing transaction times from 5 minutes to under 2 minutes
- Deployed automated Kakao campaigns, boosted efficiency by 30% and increasing conversion rates from 4.2% to 13.5%
Senior Program Director
Acxiom
10.2006 - 09.2015
- Delivered HP’s Salesforce Marketing Cloud implementation across 12 countries in under 2 months, enabling personalized marketing at scale
Education
Bachelor of Arts with Distinction - Advertising
RMIT
Skills
- Program Strategy & Roadmap Development (Resource Planning, Timelines, Risk Mitigation)
- Cross-Functional Coordination, Leadership & Stakeholder Engagement
- Performance Metrics, Insights & Reporting
- Agile Frameworks: Scrum, Kanban, Sprint Planning
- Product lifecycle / Project management
- Data & Customer relationship management (CRM)
Platform/Tools
Salesforce, MS Dynamics, Adobe, Power BI, SQL, Google Analytics, Adobe Analytics, Azure DevOps, Jira, Confluence, WhatsApp, WeChat, Kakao, Line, Email Marketing, Shopif
Certification
- Certified Scrum Product Owner (CSPO), Scrum Alliance
- Digital User Experience Design (UI/UX), NUS-ISS
- Digital Marketing Analytics, MIT Management Sloan
- Advanced Content Marketing Masterclass / Marketing Institute of Singapore
- Advanced Digital Marketing Masterclass / Marketing Institute of Singapore
Languages
English
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Timeline
Senior Product Owner
Corporate & Institutional Banking (CCIB) – Standard Chartered Bank
06.2023 - 03.2024
Global Product Owner
Specialised Nutrition, Dutch Lady, Friso Milk – FrieslandCampina
07.2020 - 03.2023
Head of Demand Generation (Asia)
MetLife Innovation Centre
09.2015 - 07.2020
Senior Program Director
Acxiom
10.2006 - 09.2015
Bachelor of Arts with Distinction - Advertising
RMIT
Similar Profiles
Sivashankar MunusamySivashankar Munusamy
Manager at Standard Chartered GBS - Corporate and Investment Banking - CASA Account Opening and MaintenanceManager at Standard Chartered GBS - Corporate and Investment Banking - CASA Account Opening and Maintenance
Uzman LafirUzman Lafir
Manager, MIS, Investigation, Reconciliation, Controls & Payments at Transactional Banking| Standard Chartered BankManager, MIS, Investigation, Reconciliation, Controls & Payments at Transactional Banking| Standard Chartered Bank
Michelle PangMichelle Pang
Client Engagement and Proposition Manager at Standard Chartered Bank - International BankingClient Engagement and Proposition Manager at Standard Chartered Bank - International Banking
Krista ReganKrista Regan
Senior Product Owner at USAASenior Product Owner at USAA
Anand Adeep VedulaAnand Adeep Vedula
Senior Product Owner at SAPSenior Product Owner at SAP