Associate Director- E-Commerce & Online Marketing
Apr 2015 - Present
WILMINGTON, NC ASSOCIATE DIRECTOR-E-COMMERCE & ONLINE MARKETING Overall responsibility for the Planning, Execution and Monitoring of Email Promotions. Ensuring Timely delivery and performance of Email Promotions. Responsible for QA on Website, Mobile and Email Promotions. Responsible for Maintaining Online Website Offers, switching offers based on performance and schedule. Responsible for Planning, Coordinating with Designers and Content Writers for ensuring timely delivery of Email Promotion Artwork and copy. Performed requirements analysis and worked closely with the development team to manage projects which provided key functional enhancements to the website based on the feedback from heat maps, analytics and user tests. Planned Keyword Research, Proposed SEO related technical/Non-technical changes.
VP E-Commerce & Marketing
Jan 2013 - Mar 2015
PALM COAST, FL VP E-COMMERCE & MARKETING Overall responsibility for the growth and development of e-Commerce operations including sales, support, Marketing and Technology. 10% increase in Website Traffic, 20% increase in online leads and improved online conversion. Planned upgrade of IT infrastructure, bandwidth, and paperless office, setup for employees working from US and Costa Rica locations reduced overall operational costs by 50%. Standardized and regularized Email Marketing Campaigns, Developed high impact PRC, Social Media, and News Release campaigns which dramatically increased business. 600% increase in Social Media Fans. Skillful management of the entire infrastructure resulted in a smooth and efficient ecommerce operation. The implementation of New Age VOIP soft phone and CRM Implantation fully integrated with each other resulted in 10% increase in lead capturing and also improved customer experience on phone. Performed requirements analysis and worked closely with the development team to manage projects which provided key functional enhancements to the web site based on the feedback from heat maps and analytics. The complete project was delivered on time and under the budget sanctioned by Management. Architected Sunny Land Tours business platform including hardware, telecommunications strategy, and application software.(Implemented Sabre Integration with Rezopia, Zoho Support, Zoho Projects, Zopim Chat, Joomla CMS) Built their on-line presence and improved on-line conversions.
GM-E-COMMERCE PROJECTS AND OPERATIONS
Aug 2011 - Dec 2012
LTD., NEW DELHI, INDIA GM-E-COMMERCE PROJECTS AND OPERATIONS Was Responsible for sales and support operations, achieved all monthly and yearly growth(50%) targets and developed the Technology Roadmap for one of India's leading Retail Florist Chains. Added new affiliate and mobile booking channels. Implemented customer referral and loyalty programs. Introduced CRM, Project Management, Support Help Desk, Chat and Social Media Bar which greatly improved communications with customers. Attentively Monitored and controlled Call Center SLAs on a daily and monthly basis and took preventative measures to ensure SLAs are met at all the times. Reduced Website Infrastructure costs by migrating from High Cost CDN to a Low Cost CDN without impacting site performance. Improved Transaction success rate by 15% by improving the checkout process and switching to an more efficient and technically sound payment gateway Performed requirements analysis, developed the functional documents, and project managed a third party development vendor.
Senior Manager, Client Services
XYKA SOFTWARE PVT. LTD.
May 2009 - Aug 2011
BANGALORE, INDIA SENIOR MANAGER, CLIENT SERVICES Contributed to the successful launch of a SaaS product“ Rezopia” for the Travel Industry for this Santa Clara, CA based software Development Company. Successfully managed the integration and certification of eight partner offerings. Conducted the requirements analysis and gained approval for process changes recommended by enterprise level customers. Responsible for the project management of on-going development and enhancement initiatives.
Senior Operations Manager
RANG7.COM, NEW DELHI, INDIA
Dec 2007 - Oct 2009
SENIOR OPERATIONS MANAGER Rang7.com was setup as an airline owned online travel agency-modelled after Orbitz.com Built an effective operations platform for Rang 7 through mapping offline and online transaction processes to reduce transaction/fulfillment costs, drive on-line traffic, and improve customer loyalty. Developed and led the implementation of sales, customer service, and financial/accounting systems in a 24 x 7 environment for the companies Hotel and Airline Ticket business. Significantly reduced telecom costs and agent talk times through a detailed analysis of in-bound process flows.
ONLINERES INDIA PVT. LTD.
May 2004 - Jul 2007
NEW DELHI, INDIA MANAGER-E-COMMERCE & PROJECTS Architected the technology infrastructure and led the software implementation planning function. Managed 15 key projects that included customer services & technical support for Cayman Airways, Inbound Reservations and Off-site Help Desk SITA World Inc and Online Res, and customer services and accounting services for Ideal Holdings, LLC.
Senior Executive, Financial Services
TECNOVATE E-SOLUTIONS PVT. LTD
Nov 2001 - May 2004
NEW DELHI, INDIA SENIOR EXECUTIVE, FINANCIAL SERVICES Managed accounting services for e-bookers and flight bookers in the UK, Ireland, and Sweden which included ACM disputes and refunds; recovered£ 80, 000 from Air India which was paid in excess to the Airline. Built scripts which saved time and money by automating manual processes.