A product operator who designs the operating system for growth — the processes, data loops and cross-functional rituals that make launches and campaigns repeatable. Built CRM and loyalty infrastructure from zero at two companies, then ran lifecycle at Binance across every product vertical and region, against a 300M+ user base — work recognized with Outstanding Performance in multiple years. Now founder of Echolis — an AI reflection product taken from domain to live users, where I write the specs, ship the releases with Claude Code, and read the funnel every week.
- Zero to live product in under four months: first commit to production with real users — an AI reflection app now carrying 130+ sessions and 880+ messages from 50+ people, with a full rebrand, PWA install, guest trial and bilingual VI/EN surface shipped along the way.
- Operating cadence, solo: own the entire release loop — 40+ healthcheck-gated production deploys in a single sprint, daily automated database backups, uptime monitoring, and a written runbook so the product isn't a single point of failure.
- Funnel instrumentation from scratch: built first-party analytics (event allowlist, anonymous IDs, no cookies) and an admin metrics endpoint — visit → trial → reflect → signup measured end to end, then read weekly to decide what ships next.
- Growth & retention mechanics: shipped a loyalty credit system, referral rewards, a no-signup guest trial to cut activation friction, and a consent-gated practitioner workflow — the lifecycle logic I ran at scale, now owned end to end.
- AI product & trust decisions: designed the prompt and cross-session memory architecture with safety tiers for sensitive moments, and made the privacy calls — plain-language privacy page, real deletion, full user data export.
Held the marketing function at a Vietnamese exchange while a permanent head was hired — led the marketing and BD team and owned the growth side of the launch: acquisition channels, early user funnel and partnership pipeline. Built the go-to-market plan and business model with the founding team, wrote a phased staffing plan for the marketing and BD org, and presented into BOM meetings. Worked with VPBank group marcom to align the launch narrative with the banking group's brand standards. Took the engagement in part to work close to Vietnam's crypto regulation, legal and compliance while the rules are still being written.
- Full-Funnel Lifecycle Ownership: Owned each stage of the user lifecycle in turn — Activation, Retention, Churn Prevention and Winback — from the global layer: strategy and segmentation set centrally, then landed with regional teams against local market reality, across a 300M+ user base. Worked product line by product line rather than a single vertical, each with its own adoption curve and cross-sell path. Ran 125+ active campaigns and 100+ always-on workflows simultaneously, with high independence through continuous org change.
- Always-On Systems & Process Design: Designed and scaled a churn recovery engine that stabilized coverage at 75% of churned users — 26.8k incremental active users and 157k incremental visits per month — then codified it into documented always-on workflows the wider team could operate.
- Launch & Funnel Operations: Rebuilt the New User Onboarding journey end to end — content, sequencing and personalization across regions — coordinating Product, Regional and CRM Ops through each release. Consistent QoQ funnel gains: KYC Pass +1.93ppt, First Transaction +1.35ppt, First Trade +1ppt.
- Platform & Tooling: Architected the proprietary loyalty and rewards platform from zero with Product and Engineering — writing the requirements for doXgetY incentive frameworks, Rewards Hub, gamified engagement and a cross-sell engine spanning Spot, Futures, Earn, Pay and more.
- Experimentation Operations: Ran a continuous behavioral testing program across channels and segments, with a standard path from test to readout to always-on promotion — turning winning signals into durable journeys rather than one-off wins.
- Cross-functional Leadership: The operating layer between strategy and execution — central lifecycle connector across Product, Data, Regional, CRM Ops, Paid Ads and Content, synthesizing cross-regional insight into one plan and representing lifecycle logic in AI and platform-level product decisions.
- Team Builder: Hired and led a 6-person CRM team from zero — ride-hailing, mobility & fintech verticals.
- Velocity: Scaled CRM automation from 0 to 67 active journeys in one year — a 30× increase in 2 years.
- Churn Reduction: Achieved double-digit churn reduction in the first 3 lifecycle stages YoY via segmentation & gamification.
- Predictive ML: Designed an ML-assisted uninstall prediction model; proactive interventions measurably reduced abandonment.
- MarTech Stack: Implemented Salesforce, Insider, MoEngage, Airship, Netcore + proprietary internal tooling.