Chancy is an entrepreneurial business & strategic leader with global mobility for growing brands sales and eco-system. 15+ years of track record career achievements within IKEA, DECATHLON, LOBLAW and MAERSK.

❤️ Customer Experience & Strategy

Chancy leads an omnichannel customer experience team across Canada and the US. In this role, he oversees the enterprise level of customer strategy, experience and services by delivering the #1 CSAT/NPS result among all group brands. The AI-powered customer support center served 100K+ annual customer inquiries with a 100% Employee Engagement rate.

🛒 Digital Capabilities & Operations

Chancy designed e-commerce operations solutions, including the frontend customer journey and backend system backbone to build up digital capabilities and start up online business across Canada. He also founded a national fulfillment team from 0 to over 200 subordinates across Canada and achieved 400% online business growth during pandemic waves.

🤝 SAAS Partnership and Data Technology

Chancy is overall responsible for developing and managing strategic partnerships with multiple service providers, including DoorDash, Instacart, Magento, Zendesk, Qualtrics, IPSOS, etc. By leveraging these SAAS partner capabilities and technologies, the marketplace business model contributed 20% digital sales penetration and DATA insight to support sustainable business growth.

🔥 Board Member & Conference Speaker

Chancy serves as a CXPA Canadian council board focusing on amplifying customer experience as a must-have, showcasing individual and company excellence in the area, and creating new tools with sponsors for training CX professionals.

🎙️2024 Canada CXS (Customer Experience Strategy) Summit: Customer Experience Transformation

🎙️2023 E-commerce Savant Toronto: How to Elevate Unified Omnichannel Experience