As Chief Customer Officer, Karen Chan champions the customer agenda, leading FairPrice’s transformation from a traditional retailer into an omnichannel, customer-centric, and data-driven enterprise. She drives the Group’s value proposition through a connected and convenient user experience across the grocery and food services ecosystem, deepening engagement through personalization and loyalty rewards tailored to each customer’s needs.

Karen is the driving force behind engineering a unified customer data model, replacing guesswork with high-fidelity insights to power group-wide transformation. This infrastructure empowers the organization to act on predictive analytics, enabling real-time, personalized engagement at scale. Her vision is to create the “Customer Experience of Tomorrow,” where customer needs are seen, heard, and understood—a seamless journey from browse to buy that makes every day a little better through easy, personalized experiences.