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Summary

10+ years of cross-functional work experience in the  Consumer Services, Loyalty Partnerships, Business Operations, Special Projects, Business Development, Revenue Management and Relationship Management with a proven track record of setting up and scaling  businesses.

MBA graduate from HEC-Paris, with extensive exposure in India along with work exposure across Asia, Europe, North America and Africa

Co-founder for www.livefromalounge.com  A digital publication with an outreach of 1 million plus page views, that shares information about loyalty programs in the travel industry with global Asian travelers.

PROFESSIONAL EXPERIENCE

Mar 2014Jan 2017

Business Manager India

Ten Lifestyle Management India (part of TEN Group UK)

Role:  Business Strategy,  Operations, Project Management, Team Development, Revenue Management, Consumer Research

Reporting to the Operations Director-Asia based in Singapore, I set up TEN's member service platform in India. I foster teams and develop relationships with customers to customize membership portfolio and lead the business strategy for expansion and execution in the market.

  • Oversee & expand TEN's business network in India (Operations, Business Development, Communication Strategy, Product Management and Profit & Loss Management)
  • Handle day-today business operations, team hiring, training, KPIs, feedback and  mentor  team of 12 lifestyle managers
  • Implement client acquisition strategies through research, networking and build customized proposals for loyalty solutions.
  • Analyze 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, hospitality 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.
  • Manage Profit & Loss for Ten's business in India and implement solutions to enhance revenue.
  • Research competitors, identify gaps, plan and implement marketing strategies to promote the service, increase revenue and formulate a growth map for consumer loyalty and travel 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

• Work closely with British High Commission and assist with communication and on ground support with travel requirements.
• 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.   
• 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, relationship management

Worked in a multi-functional 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.