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Summary

Over 10 years of cross-functional work experience in the Aviation, Loyalty Services, Lifestyle Management, Retail and Not- for-profit sectors.

Contributor to India's premium Aviation & Hospitality online journal www.livefromalounge.com, a forum focused on frequent flyers, consumer loyalty, points and miles. 

MBA from a top international business school with extensive exposure in India along with work exposure across Asia, Europe, North America and Africa

PROFESSIONAL EXPERIENCE

Mar 2014Present

Operations & Strategy  Manager                                           India

Ten Lifestyle Management India (part of TEN Group UK)

Role: Customer Loyalty, Stakeholder Management, Business Strategy, Project Management, Operations, Research & Partnership Development

Reporting to the Operations Director-Asia based in Singapore, I set up TEN's luxury member service platform in India. I analyse member data and lead the business strategy for expansion and execution in the market.

  • Set up, oversee & scale TEN's business structure in India (Research,  Operations, Product Management, P&L, & Legal / Compliance)
  • Analyse India's HNI spending data and use predictive analytics to formulate a product portfolio across travel and lifestyle services to enhance spending by members.
  • Analyse Net Promoter Scores and deploy new customer engagement tactics to better manage customer relationship and enhance loyalty.
  • In-charge of commercial and on-the-ground network development with vendors in the  travel and  lifestyle space. 
  • Manage and mentor a cross-functional service delivery team of specialists that cater to needs of the company's 2 million HNI & UHNI global member base.
  • Research competitors, identify gaps, plan and implement marketing strategies to promote the service, increase revenue and formulate a growth map for lifestyle services in India.
Dec 2012Jun 2013

Global Consultant                                                          Africa/USA

Bill & Melinda Gates Foundation

Role: Consulting,  Market Research (Emerging Markets)

Engaged in a consulting project with the Gates Foundation to define areas where new technologies can enhance financial inclusion through the mobile money ecosystem in Kenya, Africa.

• Collaborated with a team from the Wharton Business School to understand and study the existing mobile money value chain in developing economies by interacting with various players in the eco-system.
• Analyzed the business model scalability, size of the opportunity, project the number of people reached and the value created for them.
• Made recommendations on how the Foundation can be a catalyst to facilitate the deployment of these technologies across east Africa.

Jan 2011Dec 2011

Marketing & Sales                                                Gorakhpur, India

Roopshree Sarees                                (Entrepreneurial Venture)

Role: Market Research, Product Management, Brand Management, Sales

Engaged in scaling family business of Indian wedding clothing (annual turnover INR 2 crore) with the primary objective of enhancing sales and further on creating a strong brand value for the firm in the competitive retail environment

• Achieved 16% growth in Y-o-Y turnover with incremental sales by analysing new business opportunities and identifying new market segments.
• Conceptualized, initiated and implemented a loyalty program focused on enhancing brand loyalty. This achieved a retention of 40% high value retail customers.
• Used projective techniques to understand consumer buying behaviour. Designed customer communication focusing on customer engagement. 
• Collaborated and established partnerships with complementary products and services in the wedding industry. As a result, the business is a one-stop solution for customers for all purchases related to the wedding industry.

Jun 2008Dec 2010

Operations Manager                                             New Delhi, India

British Airways Plc 

Role: Project Management, Operations ,Stake Holder Management

Accountable for co-ordinating daily airport operations and process integration among various stakeholders involved in the passenger airline business

• Minimized  aircraft delays by streamlining processes and reducing aircraft turnaround times.
• Managed critical operational and process migration projects; New Delhi terminal migration from T2, an existing 10 million to T3, a 34 million passenger capacity terminal.
• Managed the introduction project of Boeing 777-300 ER into BA’s fleet at pilot test station in New Delhi.
• Achieved 100% compliance rating for 3 consecutive years in internal and external EU-Ops audits by working closely and creating a proactive intercommunication platform among all suppliers and stakeholders.
• Evaluated risks associated with airport processes and created business continuity plans to ensure daily aircraft turnarounds met corporate parameters of safety, security and punctuality.

Sep 2005May 2008

Customer Service Executive                                Bangalore,India

British Airways Plc

Role: Customer Services

Worked in a multifunctional airport environment to deliver exceptional customer service.
• Member of the British Airways Bangalore inception team. Handled all customer facing processes at the airport including crisis management during flights diversions and delays.
• Worked with the operations team and formulated the station emergency plan during the set up of British Airways Bangalore operations at BIAL in 2008.