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11 - Managing large corporate teams in China at Apple & IHG with Starbucks China CMO Emily Chang

“In China, everything is possible but nothing is easy.”

Emily Chang talks with us shortly after she joined Starbucks as CMO in China. Before that, she was managing a large team and overseeing more than 270 hotels in the hospitality industry at InterContinental Hotels Group (IHG®).

Before that she was the Head of Retail Marketing, Asia for Apple where she worked ‘in startup mode’ to be the face of Apple brand in Greater China. She shares some of her favorite stories about how they handled the size and stresses of new store launches there.

Emily is a very down to earth executive who has managed to be extremely successful in the world of marketing without ever feeling that she was a marketing person. We touch also on some of the cultural differences she sees when working in the US & China.

Her background was originally in Biomedical Engineering but found herself excelling at Procter & Gamble (P&G) working across every aspect of consumer package goods in the US & China.

In this episode we discuss:
– Blogging on LinkedIn vs writing a book
– Her motivation for writing & sharing
– How ‘congruence’ is essential in a career
– Strategies for balancing a marriage and career, across multiple geographies
– How to manage culture changes at a large corporation
– The ‘end’ of marketing & rise of customer experience
– Differences between CPG, retail & hospitality
– Need for ‘play’ in corporate settings
– How balancing a personality paradox like confidence & humility can appear as powerful
– How her family uses their spare room to help people in need
– What it’s like growing up as an immigrant in the US
– What makes a good mentor
– The differences in work culture & style between the US & China

Emily on Linkedin:
https://www.linkedin.com/in/emilychang8621/

Congruency: critical to job satisfaction.
https://www.linkedin.com/pulse/congruency-critical-job-satisfaction-emily-chang

Orbiting the Giant Hairball: A Corporate Fool’s Guide to Surviving with Grace by Gordon MacKenzie
http://amzn.to/2tz3i3L

Baobei Foundation
http://www.baobeifoundation.org/

Music:
http://www.bensound.com

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4 - Ben Whitter - HR Employee Experience - The Beertelligence Podcast

“Fuck this podcast, order me McDonalds, I’m on my way to meet with HR.”

Ben Whitter aka Mr Employee Experience™, is CEO/Founder of the World Employee Experience Institute. He started out working in hotel customer service in Spain before transitioning into employee training & development roles.

After working across many sectors in the UK, he landed a large organization in the UK where he then started focusing in specifically on the role that HR plays, or doesn’t play, in organizations. He set out to motivate companies to focus in on the overall employee experience and streamlining the HR parts of the organization to focus on that.

FYI – This episode was recorded early Saturday morning instead of our normal afternoon sessions. Hence how slow & rusty we are starting out.

 

 

In this episode:
+ Momo’s hungover podcast idea
+ Spain customer service on a small island
+ How to deal with angry customers
+ How “being seen” is so important for the service business
+ Why isn’t HR a business leader
+ How “people are our greatest asset” are usually full of crap
+ Designing companies from ‘pre-hire to retire’
+ Airbnb stepping up on employee experience
+ Does HR need a re-branding?
+ How Airbnb is doing well with designing the office environment & spaces makes a big difference in trust & belonging
+ Adidas setting up a think tank about the future of work
+ Google setting up an area for staff to create new business & investments from internal funding
+ Use of employee engagement surveys vs continuous feedback loop
+ The importance of trust & transparency
+ Unique changes in the Chinese workplace
+ How staff decided to cut pay instead of firing people, which becomes a trust building exercise
+ Challenges at building company transparency in Chinese companies
+ The other executives who should move into HR / Employee Experience
+ Tesla’s progress on employee experience in China
+ Is Holocracy part of the solution?
+ Is unlimited vacation a good idea?

Mentioned in this episode:
AirBnB Chief Employee Experience Officer
https://www.airbnb.com/careers/departments/employee-experience

Google’s Area 120 startup incubator
http://fortune.com/2016/04/25/google-area-120-startup-incubator/

Life at SAS
https://www.sas.com/en_us/careers/life-at-sas.html

Netflix’s culture of Freedom & Responsibility:
https://www.slideshare.net/reed2001/culture-1798664

Employee Experience Seminar in Europe:
http://www.icongroupltd.com/agenda-employee-experience-seminar/

Find Ben online –
LinkedIn:
https://cn.linkedin.com/in/benwhitter

Twitter:
https://twitter.com/TsunamiLeader

Personal website:
http://www.benwhitter.com

Company website:
http://www.worldeeinstitute.com

Music:
http://www.bensound.com

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