EF CHINA CRISIS MANAGEMENT MANUAL

Highly Confidential – limited internal access

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EF CHINA CRISIS MANAGEMENT MANUAL

This Crisis Management Manual (CMM) is a framework to increase our efficiency and professionalism in responding to unexpected incidents that may negatively impact

EF’s brand and business. Each crisis is unique, so these guidelines must be adapted on a case by case basis as an incident unfolds.

The CMM should be updated periodically and be accompanied by training.

Key principle of crisis management is to “ACT”:

1. “A”: Assess the crisis: use the incident grading system (#1 below) to determine the severity of the incident.

2. “C”: Create teams: form working groups to clarify chain of command and involve the decision-making person. (#2 below)

3. “T”: Treat accordingly: analyze and respond during and after the crisis. (#3 below)


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1. ASSESS - INCIDENT GRADING SYSTEM

Category

Description

EXAMPLES

Environmental Financial Media/Social Government Crime/Injury

D

Minor Incident

Frequency: occurs regularly/frequently, not unprecedented

Intent/Locality: limited to individual/one center

Group Size: individual / small group (<5 people)

Press Coverage: low/none

Alarm Yellow weather conditions, such as heat, rain, thunder, hailstone

Regular refund/complaint

Potential or current financial loss of under RMB 1M

Negative interview request from local media

Minor social media/PR crisis

Routine/regular administration check (safety inspection, license check)

Single professional complaint

Regular labor dispute

Minor injury

Minor criminal offense

C

Moderate Incident

Frequency: uncommon

Intent/Locality: targeted, limited to district / city

Groups Size: small-medium group (5-10 people)

Press Coverage: Featured on local news outlets and social media

Alarm Orange weather conditions

Minor IT systems issue

Health and safety issues, like bad water or food poisoning

Small fire incident

Group refund/complaint


Negative interview request from regional media

KOL’s complaint on social media leading to certain negative comments

Special administration check, i.e., special license/permit inspection

Multiple professional complaints

Single special labor dispute, labor bureau involved

Serious injury

Moderate criminal offense

Arrest of employee

Any kind of sexual harassment

B

Major Incident

Frequency: very uncommon

Intent/Locality: highly targeted, multiple cities / region impacted

Group Size: medium - large group (10-50 people)

Incident targeted and impacted the general public

Press Coverage: prominently displayed on most national media outlets and/or trending on social media

Natural disaster and Alarm Red weather conditions, such as serious earthquake and typhoons

Major IT systems issue

Large scale of leakage of personal information

Multiple food/water poisoning

Major fire incident

Large and multiple school refund demonstration


Negative interview request from national media

Overwhelming negative critique on media

KOL’s complaint on social media leading to large scale of negative comments

Multiple labor disputes, labor bureau involved

Multiple serious injuries

Single death

Major criminal offense (such as drugs, molestation, murder)

Detention of an employee

A

Catastrophic Incident

Frequency: unprecedented incident in terms of scale and occurrence

Intent / Locality: highly targeted and coordinated, multiple regions / national

Group Size: large – very large group (>50 people)

Press Coverage: prominently displayed on all national media outlets and/or heavily trending on social media

Major or sustained natural disaster, e.g., earthquakes, mudslides, flooding

Catastrophic systems issue

Major health and safety issues, e.g., SARs, Ebola, H7N9 bird flu.

Catastrophic fire incident

Large and multiple city refund demonstration

Potential or current financial loss of more than 25M

Negative interview request from multiple national media

Media crisis over multiple regions

Nationwide crisis with multiple KOLs’ critiques on social media leading to overwhelming

Loss of license of business

Multiple serious injuries and/or deaths

Multiple major criminal offense

Prolonged detention of employee or multiple employees


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2. CREATE TEAM(S)

Working group:

o Relevant product and central team members that communicate frequently and work out issues

o Appoint person in charge (PIC) of the working group. We recommend City Manager for Category D, Regional Manager for Category C, Melissa Lam for

Category B and A. PIC shall coordinate among functions and departments and assign tasks as needed.

Executive group: For Category C and above, a small group with Global Product President, China Product President, Jacob Toren, Melissa Lam, Gareth Magowan (if

teacher-related) that receives regular updates

Product Executive Central Teams Central Teams/Specialty

(if relevant/as needed)

D

If relevant/as needed: Center Manager

Regional GR Regional PR Joanne Xi + Assigned Legal Jingjing Chen (Media) Li Zheng (Social Media)

Marcus Wilhelm (IT) Johan Hellestam (Finance) Ying Liu (Finance) Claire Yan (Payroll) Joy ChenMJ (Visas) Arsheya Devitre/Gareth Magowan (TRT) Angela Xu (Internal Communications) Christophe Didion (RED)

C

All of the above, plus: City/Regional Manager Relevant Product Sales/Ops/Mkt Investor

All of the above, plus: Melissa Lam

All of the above plus: JJean Liu Eddie Hsu

B All of the above, plus: China President

All of the above, plus: Jacob Toren

A All of the above plus: Global President

All of the above, plus: Philip Hult

See APPENDIX A and B for points of contact for Product, Executive and Central Teams.

高度机密——有限内部访问

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3. RESPONSE

The PIC’s responsibilities include the following:

Category Immediately Throughout Post

D

Understand situation, create working group and escalate according to the incident grading system

Assign internal roles and responsibilities for response Determine if additional staff will be needed and book

transportation for the staff Determine initial family / emergency contact notification

plan, if needed Pull contracts / safety evaluations / safety records of involved

supplier, if any Establish contact with relevant third parties (hospital,

insurance), if needed

Document response timeline and decision making Communicate regularly within working group Communicate regularly with central, family / emergency

contacts, impacted customers / students (as needed) Provide appropriate number of staff to support customers,

staff, family members, etc. being mindful of language barriers and needs

Review contracts / safety evaluations / safety records Assist in arrangements with vendors and third parties as

needed (hospital, insurance, etc.) Provide legal advice (if needed) Provide GR assessment (if needed) Provide PR / Social Media assessment (if needed)

Product Center/Region: Resolve ongoing customer

communication Store documentation of timeline

and decisions Central: Stakeholder debrief Update escalation plans and

response policies based on resulting action items from debrief

Determine if third party investigation is needed

Offer mental health support to staff members involved, if needed

C

All of the above plus: Create executive group and update / report to the group Establish contact with relevant local authorities and

embassies Activate media / social media monitoring Soft outreach to media / KOLs / complainants Prepare communication plan Freeze all payments into the bank account of the affected

employee, if needed

All of the above plus: Communicate regularly with executive group Maintain communication with local authorities and

embassies Monitor media / social media Maintain communication with media / KOLs / complainants Execute communication plan Make settlement plan, as necessary

B

All of the above plus: Pause all posts on social media platforms as needed Pause communication with affected persons / parties / media

unless instructed Prepare proactive media communication materials including

official statement and talking points Prep spokesperson

All of the above plus: Designate spokesperson to do all external communications Secure 3rd party vendors as appropriate Liaise with local and regional authorities Send talking points to centers / working group Issue statements through EF official channel as needed Initiate an initial internal investigation to assess crisis

A

All of the above All of the above plus: Coordinate with EF global management team Liaise with national and international authorities


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APPENDIX A - CONTACT OVERVIEW

Title/Product EC Kids & Teens FRA Language CS Travel Plus Tours Academy E-live Hult Mandarin EdTech Business Systems

Central

GLOBAL

Chairman Philip Hult

Global President

Annabelle Vultee Jonathan Hall Jonathan Hall Eva Kockum Peter Burman Philip Hult Eddie Hult

Peter Holzknecht

Alex Roth

Steve Hodges

Eva Kockum

Lee Schuneman

Philip Hult

Global Finance Head

Marc Hollander Johan Borg Johan Borg Henrik Norlin Alex Roth Lisa Pataki Lisa Pataki

Martin Asp

Henrik Norlin

Johan Hellestam

CHINA

China CEO Jacob Toren

China Head Annabelle Vultee Adele Bai Tony Peng Joe Chiu Jesper Knutell Erin McClure

NA Xiaolan Yan

Irene Zhangry

Luis Escamilla

Sophie Hjarre Angela Pereira

Daniel Wallmark Arsheya Devitre

Marcus Wilhelm

Melissa Lam

China Finance Head

Marc Hollander Johan Borg Johan Borg Lydia Wang Alex Roth Sten Undin NA NA NA NA Sarah Ye Richard WangXH

Chris Ye Ying Liu Chris Ye

China Ops Xiaofei Tang RD (List) Mark Mao Jason Zhu Michael Mu *Copy Fredrik Bjorklund for FRA academic employee related issues

Lydia Wang Joyce Mao Christopher Royle

Karen Wang

NA NA Soren Riber

Stephen Cai

Chris Kimmell

NA NA

China Sales Sam Cheung RVP East BJ&TJ: Mark Yan West BJ&CD: Simon Sun SH: Henry Liu East: Vincent Leow South: Luisa Dou Middle&West: Sheldon Leung

RGM SH: Rick Lu SZ: Christina Wu BJ: Lucy Tian Fuzhou&CQ: Ivy Huang GZ: Echo Wang

(Product PIC) Fifi Chen, Anna Zhang, Alfie Lu, Renee Luo

Regional Leader: Kevin Qin, Biaobiao Zhu, Zhifei Ye, Michael Chen North(Pending)

Vanessa Zhang

NA NA Nancy NA NA NA NA NA

China Marketing

Julie Ji Catherine Yang

Catherine Yang/Sam Li

Wallace Yang NA Vanessa Zhang

NA NA Fiona Zhao

Sheela Cao NA NA NA NA

Central Melissa Lam

TRT Arsheya Devitre/Gareth Magowan Copy Fredrik Bjorklund for FRA academic employee related issues; for online teacher services, copy David Arthur

Visas Joy ChenMJ

Payroll Claire Yan

Corp Affairs JJean Liu

-PR Jingjing Chen

-Social Media

Zheng LiBJ

-GR Davis Lee, Raymond Zhang, Donna Zhou, Frances Tan

Legal Simona Jia Grace Xie Grace Xie Helen Xiang Helen Xiang Helen Xiang

Helen Xiang

Phoebe Wang

Simona Jia

Helen Xiang

Helen Xiang

Phoebe Wang

Phoebe Wang

Phoebe Wang


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APPENDIX B - CONTACT DETAIL - CENTRAL

Dept. Function Name Tel No. Email

CENTRAL

Central China CEO Jacob Toren 0086 18621079888 [email protected]

Central Chief of Staff Melissa Lam 0086 13818984771 [email protected]

CA EVP Jean Liu 0086 13817872603 [email protected]

PR Media Relations Jingjing Chen 0086 13911077196 [email protected]

PR Media Relations Yan Luo 0086 13560324976 [email protected]

PR Media Relations Ji Xu 0086 13916479543 [email protected]

PR Media Relations Marina Yu 0086 13811870544 [email protected]

GR East Davis Lee 0086 15921604913 [email protected]

GR West Donna Zhou 0086 13708003022 [email protected]

GR North Raymond Zhang 0086 13810721003 [email protected]

GR South Frances Tan 0086 18620721802 [email protected]

Social Media Social Media Zheng LiBJ 0086 13601007972 [email protected]

RED EVP Christophe Didion 0086 13564486845 [email protected]

Internal Communications Chief Culture Officer Angela Xu 0086 13801711133 [email protected]

Legal General Counsel Eddie Hsu 0086 13761933526 [email protected]

Legal Legal Director Joanne Xi 0086 13916038183 [email protected]

Legal Compliance Officer Suyi Chen 0086 13671606448 [email protected]

Finance China CFO Johan Hellestam 0086 15618956551 [email protected]

Finance EVP Ying Liu 0086 17702157698 [email protected]

EdTech President Lee Schuneman 0086 21 6039 5500 [email protected]

EdTech Studio Head Chris Kimmell 0086 14254444824 [email protected]

EdTech CTO Daniel Wallmark 0086 18621292642 [email protected]

Business Systems CIO Marcus Wilhelm 0086 16602184214 [email protected]

TRT SVP Arsheya Devitre 0086 (021)60395888 [email protected] TRT VP Gareth Magowan 0086 18616648021 [email protected]

TRT President of Online teacher services David Arthur [email protected]

mailto:[email protected]


























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APPENDIX B - CONTACT DETAIL – BUSINESS UNITS

Dept. Function Name Tel No. Email

PRODUCTS

EFEC Global President Annabelle Vultee 0086 15618057868 [email protected]

EFEC Global Controller Marc Hollander 0086 15601881085 [email protected]

EFEC China Sales Sam Cheung 0086 18817701683 [email protected]

EFEC China Operations Xiaofei Tang 0086 18918705533 [email protected]

Kids Global President Jonathan Hall 0086 16602160061 [email protected]

Kids Global CFO Johan Borg 0086 18602126241 [email protected]

Kids Owned China President Adele Bai 0086 13601718342 [email protected]

Kids Owned China Operations Winnie Cheung 0086 18616821282 [email protected]

Kids Franchise China President Tony Peng 0086 18516260700 [email protected]

Corporate Solutions Head, China Jesper Knutell 0086 13817484132 [email protected]

Language Country Manager Joe Chiu 0086 15618146332 [email protected]

Travel Plus GM Erin McClure 0086 13818241925 [email protected]

Travel Plus China Finance Head Sten Undin 0086 13162406251 [email protected]

Travel Plus China Sales & MKT Vanessa Zhang [email protected]

Travel Plus China Operations Christopher Royle 0086 15618225013 [email protected]

ELive China President Irene Zhangry 0086 18616556068 [email protected]

Academy Country Manager Xiaolan Yan (Gina) 0086 13801915587 [email protected]

Mandarin School Operations Director Angela Pereira 0065 91163937 [email protected]

Mandarin School School Director Stephen Cai 0086 13570973741 [email protected]













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英孚教育中国危机管理手册

本危机管理手册（CMM）作为概览性框架，旨在提高公司在应对可能对英孚品牌和业务产生负面影响的突发事件时的应对效率和专业性。每次危机都具有独特

性，随着事件展开，在应用本手册之指导方针时必须根据事件加以调整。

本 CMM 应定期更新，并辅以培训。

危机管理的关键原则是“ACT”：

1. “A”：评估（Assess）危机性质：使用事件分级系统确定事件的严重程度。（下文#1）

2. “C”：建立（Create）应对小组：组建工作小组，明确汇报关系并使决策人员参与进来。（下文#2）

3. “T”：处置（Treat）应对：在危机过程中和危机过后进行分析和响应。（下文#3）


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1. 评估—事件分级系统

类别

描述示例

环境财务媒体/社交政府犯罪/伤害

D

小型事件

频率：定期/频繁发生，具有先例

意图/地点：限于单个人/中心

团体人数：单人/小型团体（少于 5

人）

新闻报道：少/无

天气黄色预警，例如高温、

下雨、雷电、冰雹

常规退款/投诉

人民币 100 万元以下

的潜在或实际财产

损失

当地媒体提出的负面新

闻采访要求

小型社交媒体/公关

危机

例行/常规政府检查

（安全检查、证照

检查）

单个职业打假人

投诉

常规劳动争议

轻伤事故

情节较轻的违法行为

C

中型事件

频率：不常见

意图/地点：具有指向性的、局限于某一地

区/城市

团体人数：小型 -中型团体（ 5-10

人）

新闻报道：当地新闻机构和社交媒体

报道

天气橙色预警

小型 IT 系统问题

健康和安全问题，例如恶

劣水质或食物中毒

小型起火事件

群体退款/投诉

人民币 500 万元以下

的潜在或实际财产

损失

区域性媒体提出的

负面新闻采访要求

KOL 在社交媒体上发表

引发某些负面评论的投

诉

特殊的政府检查，例

如特殊的执照/许可

检查

多起职业打假人投

诉

单起特殊劳动争

议，人社局介入

重伤事故

情节较重的违法行为

员工遭逮捕

任何形式的性骚扰

B

重大事件

频率：非常罕见

意图/地点：高度指向性、多个城市/

区域受影响

团体人数：中型 -大型团体（10-50

人）

事件指向并影响普通民众

新闻报道：在大多数全国性新闻机构的

显著位置播报，和/或成为社交媒体的

热门话题

自然灾害以及天气红色预

警，如严重的地震和台风

重大 IT 系统问题

大规模个人信息泄露

多起食物 /饮用水

中毒

重大火灾

大型且多起退费游行示

威

人民币 2500 万元以

下的潜在或实际财

产损失

单个全国性媒体提

出的负面新闻采访

要求

媒体上出现的大量负

面评论

KOL 在社交媒体上发表

引发大规模负面评论的

批评

多起劳动争议，人社

局介入

多起重伤事件

单起死亡事件

情节严重的违法行为

（如：吸毒、性侵、谋

杀案件）

员工被拘留

A

灾难性事件

频率：规模前所未有、无先例可循

意图/地点：高度指向性和协同性、

多个区域/国家范围

团体人数：大型-超大型团体（大于 50

人）

新闻报道：在所有全国性新闻机构的显

著位置播报，和/或成为社交媒体的极

度热门话题

重大或持续性的自然灾

害，例如，地震、泥石

流、洪水

灾难性的系统问题

重大健康和安全问题，如非

典型性肺炎（SARs）、埃博

拉病毒、H7N9 禽流感。

灾难性火灾

大型且多个城市的退

款游行示威

人民币 2500 万元以上的

潜在或实际财产损失

多个全国性媒体提

出的负面新闻采访

要求

多个区域发生

媒体危机

因多位 KOL 在社交媒

体发表投诉导致全国

范围的负面评论

吊销营业执照多起重伤和/或死亡事件

多起情节严重的违法

行为

一个或若干员工被延

长羁押


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2. 建立应对小组

工作小组：

o 建立工作小组的目的在于方便相关产品线及 Central 及时沟通并解决问题。

o 指定工作小组的负责人（PIC）。建议 D 类事件由城市经理担任 PIC，C 类事件由区域经理担任 PIC，B 类和 A 类事件由 Melissa Lam 担任

PIC。PIC 应当根据需要为相关职能及部门成员分配工作任务。

高层指挥小组：对 C 类及以上事件，应由全球产品线总裁、中国区产品线总裁、Jacob Toren、Melissa Lam、 Gareth Magowan（如与外籍老师有关）组

成小型指挥小组，以便定时进行汇报。

产品线管理层 Central Central/各职能部门

（根据实际相关、如需要）

D

根据实际相关/如需要：

中心经理

区域 GR

区域 PR

Joanne Xi + 指定法务

Jingjing Chen（媒体）

Li Zheng （社交媒体）

Marcus Wilhelm（IT）

Johan Hellestam（财务）

Ying Liu （财务）

Claire Yan（薪酬）

Joy ChenMJ（签证） Arsheya Devitre/Gareth Magowan (TRT)

Angela Xu （内部沟通） Christophe Didion (RED)

C

所有上述人士，以及：

城市/区域经理

相关产品线业务/运营/市场部

投资人

所有上述人士，以及： Melissa Lam

所有上述人士，以及： JJean Liu Eddie Hsu

B


中国区总裁


Jacob Toren

A

所有上述人士，以及：全球总裁

所有上述人士，以及： Philip Hult

请查阅附录 A 和 B 了解产品线、管理层和 Central 联系人。

高度机密——内部受限访问

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3. 应对

PIC 的职责包括：

类别第一时间过程中过后

D

了解情况，建立工作小组，并根据事件分级系统

上报

委派负责响应的内部负责人及分工

确定是否需要其他员工到场支持，并为该员

工安排交通

如有需要，制定初步的家人/紧急联系人通知计

划

调出相关供应商合同/安全评估情况/安全记录，如有

如有需要，和相关第三方（医院、保险公

司）建立联系

记录响应时间线以及决策内容

定期在工作小组内进行沟通

定期和 Central、家人/紧急联系人、受影响的客户/学生联系（按

需要）

提供足够的员工以支持顾客、员工、家庭成员等，注意语言障碍及任

何需求

复审合同/安全评估/安全记录

根据需要协助供应商以及第三方（医院、保险公司等）的安排

提供法律意见（如需要）提供 GR 评估（如需要）

提供 PR/社交媒体评估（如需要）

产品线-区域/中心：

解决正在进行的

客户沟通事宜

保留和时间线及决策

有关的文档

Central：

向高层汇报情况

根据汇报的各项行动方

案更新汇报机制及响应

方案

决定是否需要第三方开

展调查

如有需要，为涉及的员

工提供心理健康辅导

C

所有上述各项，以及：

建立高层指挥小组并向该小组更新/报告

与相关的地方当局以及大使馆建立联系

启动媒体/社交媒体监控

和媒体/KOL/投诉人进行友善接触准备沟通计划

如有需要，暂停向相关员工的银行账户支付任何

款项

所有上述各项，以及：

和高层指挥小组定期沟通

和地方当局以及大使馆保持沟通

监控媒体/社交媒体

和媒体/KOL/投诉人保持沟通执行沟通计划

必要时制定和解方案

B

所有上述各项，以及：如有需要，暂停在社交媒体平台上的一切发帖行为

除非接到指示，暂停与受影响人士/当事方/媒体沟通

编制有前瞻性的媒体沟通材料，包括官方声明和谈

话要点

发言人演练

所有上述各项，以及：指定发言人负责所有外部沟通视情况确定第三方供应商

和地方当局、区域当局联络

将谈话要点发给中心/工作小组如有需要，通过英孚官方渠道发布声明

启动初步内部调查进行危机评估

A

上述各项所有上述各项，以及：

和英孚全球管理团队协调和国家机关和国际相关机关联络


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附录 A—联系人概览

职务/产品线 EC Kids & Teens FRA Language CS Travel Plus Tours Academy E-live Hult Mandarin EdTech Business Systems

Central

全球

Chairman Philip Hult

Global President

Annabelle Vultee Jonathan Hall Jonathan Hall Eva Kockum Peter Burman Philip Hult Eddie Hult

Peter Holzknecht

Alex Roth

Steve Hodges

Eva Kockum

Lee Schuneman

Philip Hult

Global Finance Head

Marc Hollander Johan Borg Johan Borg Henrik Norlin Alex Roth Lisa Pataki Lisa Pataki

Martin Asp

Henrik Norlin

Johan Hellestam

中国

China CEO Jacob Toren

China Head Annabelle Vultee Adele Bai Tony Peng Joe Chiu Jesper Knutell Erin McClure

NA Xiaolan Yan

Irene Zhangry

Luis Escamilla

Sophie Hjarre Angela Pereira

Daniel Wallmark Arsheya Devitre

Marcus Wilhelm

Melissa Lam

China Finance Head

Marc Hollander Johan Borg Johan Borg Lydia Wang Alex Roth Sten Undin NA NA NA NA Sarah Ye Richard WangXH

Chris Ye Ying Liu Chris Ye

China Ops Xiaofei Tang RD (List) Mark Mao Jason Zhu Michael Mu

*与 FRA

Academic 员工有关的问题，抄送 Fredrik Bjorklund

Lydia Wang Joyce Mao Christopher Royle

Karen Wang

NA NA Soren Riber

Stephen Cai

Chris Kimmell

NA NA

China Sales Sam Cheung RVP East BJ&TJ: Mark Yan West BJ&CD: Simon Sun SH: Henry Liu East: Vincent Leow South: Luisa Dou Middle&West: Sheldon Leung

RGM SH: Rick Lu SZ: Christina Wu BJ: Lucy Tian Fuzhou&CQ: Ivy Huang GZ: Echo Wang

(Product PIC) Fifi Chen, Anna Zhang, Alfie Lu, Renee Luo

Regional Leader: Kevin Qin, Biaobiao Zhu, Zhifei Ye, Michael Chen North(Pending)

Vanessa Zhang

NA NA Nancy NA NA NA NA NA

China Marketing

Julie Ji Catherine Yang Catherine Yang/Sam Li

Wallace Yang NA Vanessa Zhang

NA NA Fiona Zhao

Sheela Cao

NA NA NA NA

Central Melissa Lam

TRT Arsheya Devitre/Gareth Magowan

与 FRA Academic 员工有关的问题，抄送 Fredrik Bjorklund; 与在线老师老师服务相关的问题，抄送 David Arthur

Visas Joy ChenMJ

Payroll Claire Yan

Corp Affairs JJean Liu

-PR Jingjing Chen

-Social Media

Zheng LiBJ

-GR Davis Lee, Raymond Zhang, Donna Zhou, Frances Tan

Legal Simona Jia Grace Xie Grace Xie Helen Xiang Helen Xiang Helen Xiang

Helen Xiang

Phoebe Wang

Simona Jia

Helen Xiang

Helen Xiang

Phoebe Wang

Phoebe Wang

Phoebe Wang


6

附录 B—联系方式—Central

部门职能姓名电话邮箱

CENTRAL

Central China CEO Jacob Toren 0086 18621079888 [email protected]

Central Chief of Staff Melissa Lam 0086 13818984771 [email protected]

CA EVP Jean Liu 0086 13817872603 [email protected]

PR Media Relations Jingjing Chen 0086 13911077196 [email protected]

PR Media Relations Yan Luo 0086 13560324976 [email protected]

PR Media Relations Ji Xu 0086 13916479543 [email protected]

PR Media Relations Marina Yu 0086 13811870544 [email protected]

GR East Davis Lee 0086 15921604913 [email protected]

GR West Donna Zhou 0086 13708003022 [email protected]

GR North Raymond Zhang 0086 13810721003 [email protected]

GR South Frances Tan 0086 18620721802 [email protected]

Social Media Social Media Zheng LiBJ 0086 13601007972 [email protected]

RED EVP Christophe Didion 0086 13564486845 [email protected]

Internal Communications Chief Culture Officer Angela Xu 0086 13801711133 [email protected]

Legal General Counsel Eddie Hsu 0086 13761933526 [email protected]

Legal Legal Director Joanne Xi 0086 13916038183 [email protected]

Legal Compliance Officer Suyi Chen 0086 13671606448 [email protected]

Finance China CFO Johan Hellestam 0086 15618956551 [email protected]

Finance EVP Ying Liu 0086 17702157698 [email protected]

EdTech President Lee Schuneman 0086 21 6039 5500 [email protected]

EdTech Studio Head Chris Kimmell 0086 14254444824 [email protected]

EdTech CTO Daniel Wallmark 0086 18621292642 [email protected]

Business Systems CIO Marcus Wilhelm 0086 16602184214 [email protected]

TRT SVP Arsheya Devitre 0086 (021)60395888 [email protected] TRT VP Gareth Magowan 0086 18616648021 [email protected]

TRT President of Online teacher services David Arthur [email protected]



























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附录 B—联系信息—Central

部门职能姓名电话邮箱

PRODUCTS

EFEC Global President Annabelle Vultee 0086 15618057868 [email protected]

EFEC Global Controller Marc Hollander 0086 15601881085 [email protected]

EFEC China Sales Sam Cheung 0086 18817701683 [email protected]

EFEC China Operations Xiaofei Tang 0086 18918705533 [email protected]

Kids Global President Jonathan Hall 0086 16602160061 [email protected]

Kids Global CFO Johan Borg 0086 18602126241 [email protected]

Kids Owned China President Adele Bai 0086 13601718342 [email protected]

Kids Owned China Operations Winnie Cheung 0086 18616821282 [email protected]

Kids Franchise China President Tony Peng 0086 18516260700 [email protected]

Corporate Solutions Head, China Jesper Knutell 0086 13817484132 [email protected]

Language Country Manager Joe Chiu 0086 15618146332 [email protected]

Travel Plus GM Erin McClure 0086 13818241925 [email protected]

Travel Plus China Finance Head Sten Undin 0086 13162406251 [email protected]

Travel Plus China Sales & MKT Vanessa Zhang [email protected]

Travel Plus China Operations Christopher Royle 0086 15618225013 [email protected]

ELive China President Irene Zhangry 0086 18616556068 [email protected]

Academy Country Manager Xiaolan Yan (Gina) 0086 13801915587 [email protected]

Mandarin School Operations Director Angela Pereira 0065 91163937 [email protected]

Mandarin School School Director Stephen Cai 0086 13570973741 [email protected]












EF CHINA CRISIS MANAGEMENT MANUAL

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