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Summary

Cross-functional experience in Aviation & Travel Consulting , Lifestyle Services,  Marketing & Promotions and  Relationship Management.

Social media manager and writer to India's premium aviation and hospitality online journal www.livefromalounge.com, a forum focused on affluent Indian travelers

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

PROFESSIONAL EXPERIENCE

Mar 2014Present

Business Manager                                                  Mumbai, India

Ten Lifestyle Management India (part of TEN Group UK)

Role:  Business Strategy, Online & Offline Communication, Project Management, Research & Partnership Development, Customer Loyalty.

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

  • Oversee & expand TEN's business network in India (Research, Operations, Business Development, Communication Strategy, Product Management & Revenue Managagement)
  • Effectively manage media relationships acting as the first point of contact for media requests including drafting news releases and press lines
  • Monitor online/offline media and create communicate messages that inspire, inform and engage members and other stakeholders
  • Analyse India's affluent travel spending data and use predictive analytics to formulate a product portfolio across travel and lifestyle services to enhance spending through global travel by members
  • In-charge of commercial and on-the-ground network development with vendors in the  travel and  lifestyle space
  • Create service awareness in the geography by curating specialized events and outreach programs   
  • Work alongside 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

• 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.