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Summary

  1. IIT Bombay and IIM Calcutta alumnus with 8+ years of strategy, customer excellence, business / channel / product development experience spanning e-commerce, retail, and banking & financial service
  2. Expertise in leveraging data driven customer insights into conceptualization and implementation of various user growth, six-sigma process excellence, and customer retention programs enabling better customer experience and deliver fast & sustainable business growth
  3. Rich experience of managing small-mid size cross functional team (Current team size: 10)
  4. Possess an outstanding professional track record studded with significant KPI movement around customer experience, consistent top performance ratings, back to back promotions, and fast & consistent growth in terms of roles and responsibilities handled

Professional Experience

2015Present

Senior manager - Marketplace Health

Snapdeal.com - India's leading e-commerce firm
  • Headed process to measure customer and seller voice through NPS survey.  Benchmarked it with best practices and brought necessary enhancement. Working across multiple cross functional initiatives to drive customer / seller experience (NPS/CSAT/Complaints)
  • Managed NPS analytics program by bringing insights to drive customer experience through decision tree and regression model to predict NPS. Achieved 20+ NPS jump working closely with supply chain and category teams for implementation of key initiatives including promoting SD+ channel, reduce complaints, restrict deep discounting, preferential treatment to high rated products and sellers through technology, customer flow simplification & policy engines
  • Addressed seller pain areas through improvements in seller-onboarding, product complaints, cataloging, and 'grow my business' initiatives focusing on seller growth. Improved seller NPS by 30%
  • Re-hauled quality check process in supply chain, bringing more standardization and accountability through a plug and play technology platform. Setup programs like outward QC in warehouse, surprise seller audit and X-ray machine integration to control fake/empty complaints. Reduced product quality complaints by 20% and product liquidation cost saving by 15%
  • Turned around company's flagship - coffee plunger project to close assortment gap w.r.t.
    competition for key brand and enable product selection variety to customers. Revamped project approach and defined clear business matrix to chase. Defined monthly targets for closing assortment gap across 2,200+national brands and 15,000 brand product type for Business development / category team. Achieved 22% sales jump from 5 lac branded new product listing
  • Innovated and built tech solution for automating bulk catalog creation to target tail end assortment. Setup bulk listing process and operations leveraging tech, and headed 20 member team for (a) Web-scraping based listing (b) Brand/seller listing services (c) Importer listing. Achieved ~70 lac new listing contributing 2% order jump in last 2 months & another 3 Cr in pipeline
  • Designed customer retention / engagement program leveraging customer segmentation / customer rating basis browsing history, purchase history, return history, and customer lifestyle:
    • For 'loyalists' and 'high potential' segment led program implementation around (1) Surprise freebie to bring delight (2) SD Gold program & other upgrades. Achieved jump in NPS and repeat rate
    • For cart abandonersdormant customers, and window shoppers segments worked closely with marketing team around designing email/sms/notification campaigns & track its conversions
  • Spearheaded program to reduce customer policy abuse. Optimized RTO and return cost through customer blacklisting, bulk policy revamp, stringent refund process post product quality check, and cash on delivery restrictions leading to saving of Rs. ~2 Cr/Month and drop of RTO by 0.5%
20122014

Fellow (Volunteer consultant)

TechnoServe - Among top 5 US based NGO working towards solution to end poverty
  • As part of USAID funded business incubation and acceleration program (US$2mn) provided business mentorship to portfolio of 9 SMEs for business plan implementation; achieved 100% topline growth 
  • Led project planning and pilot for a Worldbank funded ‘Maharashtra agriculture competitiveness study’. Identified key bottlenecks in agriculture valuechains; recommended viable business models 
20082012

Project Manager

i3 Consulting Private Limited - Boutique management consulting firm
  • Led ~5 member team as Engagement Manager on assignments worth US$600k per year
  • Established and led new service line 'process excellence'
  • Got promoted twice in a span of 2 years; managed project P&L
  • Led business development effort and won projects worth $500k

Projects

  • Developed business strategy and implementation roadmap for a struggling financial services firm by studying market potential, competitive landscape, customer preferences, and capabilities.
  • Led a team to perform market opportunity and risk assessment to arrive at ‘Go-No Go’ decision for entry of premium chocolate franchise in Saudi. Further, defined market entry strategy
  • Performed extensive data analytics and cluster analysis for credit card division of a bank; worked closely with marketing and risk management team to launch new campaigns and products
  • Improved operational performance of Customer Lifecycle Management department of a leading UAE bank through department restructuring, re-defined processes, and set KPIs/SLA; reduced ad-hoc campaigns by 30% & team rating jump by 50%
  • For Burger King Middle East, led 4 member team on six sigma business process improvement project
    • Performed As-is, Gap & To-be process assessment across major functions
    • Implemented proposed changes in collaboration with business heads and leadership
    • Realized $2 mn saving by implementing new sales forecasting & staff scheduling process
20072008

Analyst

Grail research - member of Monitor Consulting Group
  • Enabled global decision makers with market, customer and competitive intelligence across industries

Education

20142015

Post graduate diploma in management for Executives (MBA)

Indian Institute of Management (IIM), Calcutta

GPA 3.8/4.5

20032007

B. Tech - Mechanical Engineering

Indian Institute of Technology (IIT), Bombay

CGPA 8.6/10

Awards and recognition

  • 'Outstanding' performance rating, 'Grow' award & "Diwali - Machate Raho" award, Snapdeal, 2016
  • Silver Medalist & Dean's merit list, IIM Calcutta, PGPEX 2015 
  • Finalist in Sammantran Consulting Case Competition organized by IIM Bangalore, 2014
  • Secured All-India Rank 511 in IIT-JEE & amongst top 5 percetile graduate in IIT mech department
  • Won several accolades for sports and musical intruments