Robust Expertise. Global Perspective. Locally Relevant.
Built on a foundation of traditional hospitality and time-honoured values, we are a boutique consumer experience consultancy firm that connects to consumers with compassion, care, and a human touch. An ethos born at the family dining table, serving guests with a spirit of generosity, we believe every consumer journey should be deeply personal and sincere.
At re:look, we understand that, in our day-to-day lives, our marketplace experiences impact our overall quality-of-life. Therefore, we are committed to improving the quality of life around us by helping companies reshape their consumer experiences and increase their impact in the communities in which they operate. Our diverse team has more than 15 years of first-hand consumer-centric experience and we are all united in our purpose to provide our customers with extraordinary value.
Headquartered in Hong Kong, we are excited to serve our customers across the globe. We craft experiences for your brand that engage consumers with meaning and purpose, genuinely connecting with your target market. Through our consulting services, workshops, training, and coaching and development services, your brand will create a significant, more positive impact, leading to better business growth and brand awareness.
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make each important aspect of the customer experience a little bit better.”
Jeff Bezos
Our Values
Developed over years of working directly with consumers in a variety of business settings all over the world, our values deeply inform our company’s culture. From individual goals to company-wide practices, we are passionate about providing useful, actionable, and valuable insights that truly enhance the consumer experience.
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1
Excellence
Providing outstanding quality that outshines the ordinary and achieves the extraordinary.
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2
Human-centric
Delivering experiences that inspire happiness in both employees and customers.
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3
Integrity
What we do is as important as how we do it – ethically, consistently, honestly, and with transparency.
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4
Impact
Empowering change through enabling positive outcomes that help clients succeed in the long run.
Environmental, Social and Corporate Governance
Our deep commitment to Environmental, Social and Corporate Governance (ESG) reflects our desire to use our business as a force for good, helping build a safer and more sustainable society and world. At re:look we are particularly passionate about promoting a culture of diversity, inclusion and belonging, where everyone feels valued, respected and engaged. To this end, we champion the presence of more women in business and leadership positions and offer pro-bono consultancy and personal coaching supporting this much needed societal change.
Meet the Team
Founder & Managing Director
Raluca Epureanu Hong Kong
Growing up on the shore of the Black Sea in Romania, Raluca learned about hospitality from her mother and grandmothers who would exhibit traditional Romanian generosity while serving visitors and guests unique homemade dishes perfected over generations.
Surrounded by the hospitality industry in her hometown of Constanta, an ancient port city and tourist destination, Raluca felt drawn to the field as a way to bring the warmth and grace of her family gatherings to the wider world. She’s focused her career on developing world-renowned luxury brand experiences by bringing a human touch to the digital age. While working at organizations in the US, UK, UAE, and Hong Kong, she helped companies connect emotionally with their guests, truly understand their needs, and generate genuine care and compassion.
At The Ritz-Carlton, she was Director of Catering & Events and learned to deliver on what is the gold standard of five-star hotel service. At Marriott International, she was Senior Director of Events, Asia – Pacific, where she provided leadership for 800 hotels, 23 brands in 24 countries with 175,000 associates.
She is the first Romanian to receive the Forté Scholarship for Women and is currently completing an Executive MBA at Saïd Business School, University of Oxford.
CX Strategic Advisor and Coach
David Singleton Dubai
David has worked in the hospitality and retail industry in the USA, EMEA and South Asia as a brand builder, creator, operator, franchisee, and franchisor for some of the world’s best-known and respected brands.
His strategic work in hospitality and retail, as well as coaching, has helped people all over the world reach their full potential. He believes in instilling confidence in the people that he works with, whether it’s as an advisor, coach, strategist or mentor.
As CX Strategic Advisor and Coach at re:look, David assists clients in finding solutions to achieving their CX goals and ensuring the ongoing success of their organisation.
Global Experiential Marketing Director
Jami Kirk New York City
Jami’s experience across luxury and design-led brands perfectly positions her at the intersection of the creative, experiential and corporate worlds.
Building on years of global marketing success across luxury hospitality brands including St. Regis, The Ritz-Carlton, Bvlgari Hotels, The Luxury Collection, and W Hotels, she is passionate about bringing to life a brand’s essence across audiences and ever-evolving mediums. Be it through strategic partnerships, innovative collaborations, or crafting 360° experiential marketing campaigns, she has an ability to delight those who have seen it all.
With meticulous attention to detail, Jami syncs a brand’s uniqueness with business objectives and operations, creating culturally relevant initiatives which drive consumer love.
Global CX Strategy Director
Brijesh Paleri Singapore & Hong Kong
Brijesh brings to re:look his drive and proven track record in technology and business transformation. He has ensured successful delivery of transformational projects around the world both in terms of strategy and execution.
At both Starwood Hotels and Resorts and Marriott International, he has cultivated in-depth insights on customer experience, revenue generation, change management and business optimization over the past decade. He directed key CX projects, including the design, build, and implementation of CRM Systemat Starwood and technology integration of Starwood Hotels into Marriott international post-merger in 2018.
He also brings with him a varied and unique set of skills and expertise including stakeholder engagement, solutions deployment, vendor management, and risk management.
Global UX Researcher & Service Designer
Carmen Gerea Santiago/Chile
Over the past 15 years, Carmen has led digital projects for clients in a wide variety of industries, such as financial services, education and manufacturing. She has been instrumental in analysing, strategizing, and implementing methodologies that enhance the online presence and UX/UI of international companies operating across a range of sectors.
From research to experience design, she is focused on helping your business grow through the understanding and implementation of innovation, UX, CX and ecommerce.
Carmen’s passion for usability/UX, e-commerce, digital marketing, and service design have led her to becoming a PhD candidate in Human – Computer Interaction, with her research focusing on omnichannel CX.
Founder & Managing Director
Raluca Epureanu Hong Kong
Growing up on the shore of the Black Sea in Romania, Raluca learned about hospitality from her mother and grandmothers who would exhibit traditional Romanian generosity while serving visitors and guests unique homemade dishes perfected over generations.
Surrounded by the hospitality industry in her hometown of Constanta, an ancient port city and tourist destination, Raluca felt drawn to the field as a way to bring the warmth and grace of her family gatherings to the wider world. She’s focused her career on developing world-renowned luxury brand experiences by bringing a human touch to the digital age. While working at organizations in the US, UK, UAE, and Hong Kong, she helped companies connect emotionally with their guests, truly understand their needs, and generate genuine care and compassion.
At The Ritz-Carlton, she was Director of Catering & Events and learned to deliver on what is the gold standard of five-star hotel service. At Marriott International, she was Senior Director of Events, Asia – Pacific, where she provided leadership for 800 hotels, 23 brands in 24 countries with 175,000 associates.
She is the first Romanian to receive the Forté Scholarship for Women and is currently completing an Executive MBA at Saïd Business School, University of Oxford.
CX Strategic Advisor and Coach
David Singleton Dubai
David has worked in the hospitality and retail industry in the USA, EMEA and South Asia as a brand builder, creator, operator, franchisee, and franchisor for some of the world’s best-known and respected brands.
His strategic work in hospitality and retail, as well as coaching, has helped people all over the world reach their full potential. He believes in instilling confidence in the people that he works with, whether it’s as an advisor, coach, strategist or mentor.
As CX Strategic Advisor and Coach at re:look, David assists clients in finding solutions to achieving their CX goals and ensuring the ongoing success of their organisation.
Global Experiential Marketing Director
Jami Kirk New York City
Jami’s experience across luxury and design-led brands perfectly positions her at the intersection of the creative, experiential and corporate worlds.
Building on years of global marketing success across luxury hospitality brands including St. Regis, The Ritz-Carlton, Bvlgari Hotels, The Luxury Collection, and W Hotels, she is passionate about bringing to life a brand’s essence across audiences and ever-evolving mediums. Be it through strategic partnerships, innovative collaborations, or crafting 360° experiential marketing campaigns, she has an ability to delight those who have seen it all.
With meticulous attention to detail, Jami syncs a brand’s uniqueness with business objectives and operations, creating culturally relevant initiatives which drive consumer love.
Global CX Strategy Director
Brijesh Paleri Singapore & Hong Kong
Brijesh brings to re:look his drive and proven track record in technology and business transformation. He has ensured successful delivery of transformational projects around the world both in terms of strategy and execution.
At both Starwood Hotels and Resorts and Marriott International, he has cultivated in-depth insights on customer experience, revenue generation, change management and business optimization over the past decade. He directed key CX projects, including the design, build, and implementation of CRM Systemat Starwood and technology integration of Starwood Hotels into Marriott international post-merger in 2018.
He also brings with him a varied and unique set of skills and expertise including stakeholder engagement, solutions deployment, vendor management, and risk management.
Global UX Researcher & Service Designer
Carmen Gerea Santiago/Chile
Over the past 15 years, Carmen has led digital projects for clients in a wide variety of industries, such as financial services, education and manufacturing. She has been instrumental in analysing, strategizing, and implementing methodologies that enhance the online presence and UX/UI of international companies operating across a range of sectors.
From research to experience design, she is focused on helping your business grow through the understanding and implementation of innovation, UX, CX and ecommerce.
Carmen’s passion for usability/UX, e-commerce, digital marketing, and service design have led her to becoming a PhD candidate in Human – Computer Interaction, with her research focusing on omnichannel CX.
