Drumroll, please! We’ve just unveiled Asia’s most influential list at Inside Retail Asia, a collection of the region’s changemakers, rulebreakers and innovators. Each week, we will shine a light on the brilliant leaders who made the top 10. Today, we’re taking a look at AS Watson CEO Malina Ngai, who came fifth on the list. Overseeing A.S. Watson’s business in Asia and Europe as CEO since late 2019, Malina Ngai has played a significant role in the growth of the Hong Kong-based beauty c
y conglomerate despite the disruption of Covid-19.
With more than 16,000 physical stores and 100 e-commerce platforms in 27 markets across Asia and Europe, A.S. Watson last year shifted its core business strategy to online plus offline (O+O), which Ngai believes is the new standard for retail. O+O customers spend three times as much as in-store-only customers.
“It’s an ecosystem that is powered by technology, big data and artificial intelligence,” said Ngai, who joined A.S. Watson from its parent company, CK Hutchison, in 2001, and was named COO in 2013. “Just as important is an organisation’s cultural change when it comes to managing the business and prioritisation.
“Retail is not dead; it just needs to be better for our customer.”
A.S. Watson has been implementing digital platforms across its physical stores, such as cashless payment, contactless consultation, virtual makeup services and virtual foundation trial. The company has also partnered with Grab to offer on-demand delivery services in Southeast Asia.
To help customers stay active and healthy during the pandemic, the retailer launched Watson VR Get Active Park in Asia, offering a virtual playland with different sections, including a game zone, an exercise arena, a virtual store and a reward station.
Noticing the surging demand for sustainable products in Asia, the retailer last October created a sustainable choices category, featuring more than 1600 environmentally friendly items both offline and online.
“Many customers started to rethink their priorities due to the pandemic and they’re very much aware of the impact their choices have on the environment and society,” Ngai said.