Residing Country: Malaysia
Industry: Mobile, Ecommerce, Travel
Karen Chan joined AirAsia in March 2019 as Group Chief Commercial Officer for the Airline overseeing commercial, digital, route management, sales and distribution initiatives.
Karen was appointed as CEO of airasia.com in December 2019, responsible for transforming AirAsia into the fastest-growing travel tech and lifestyle platform in ASEAN that offers a frictionless and personalized experience to consumers across discovery, ticketing, activities, hotel booking and holiday packages, powered by a unified payment and loyalty solution.
Karen has over 20 years of experience in digital and retail consulting. Prior to joining AirAsia, she was the SVP of Digital for C&J Clark APMEA and Chief Digital Officer for Pizza Hut APAC, championing efforts in omnichannel retailing, digitalisation of brick-and-mortar stores, customer relationship management and headless e-commerce.
airasia.com has been evolving from a flight booking centered service, into a travel and lifestyle resource. The firm’s vision has been accelerated by the current crisis to offer a “new way of life in Southeast Asia” — becoming a superapp anchored around cross-border mobility that brings consumers together via a unified platform. airasia.com is leveraging on its existing network, organic traffic, and customer data from sources like payment habits and loyalty points usage, to make the shift. The website has 14 million active users, while the Air Asia app has been downloaded over 14 million times.
airasia.com now has four different verticals. Travel as the main anchor, complemented by lifestyle and experience, e-commerce and logistics, and media solutions. For example, “Our Shop,” the e-commerce platform powered by the airline’s logistics arm Teleport; “Our Food,” a service for Air Asia’s F&B partners; "Our Farm", a new B2B e-commerce platform that enable farmers to connect directly to retailers and boost their income by eliminating middlemen costs; and “Our Fresh”, which offers fresh and local produce as well as essential groceries, with next-day delivery guaranteed for Klang Valley customers. The firm pivoted their travel luxury retail sites into selling produce and have on-boarded around 3000 merchants.