Customer Experience Project Manager
Bajaj Finserv
Total years of experience :9 years, 8 Months
1. Customer experience project manager for Rewards & Payments (UPI, PPI & BBPS) for Bajaj Finserv App & website.
2. Stitching the complete rewards backend process for Transactional & Non Transactional campaigns for B2B loan business, B2C loan business, EMI card, NPS, Referral & earn etc like data table updation, data syncing, development in Customer Eye, communication setup, service request flow to CRM & reconciliation.
3. Developing customers Raise a Request journey for transactional and Non Transactional queries.
Making life simpler for Bajaj customers & Bajaj executives by modification in content, UI/UX of the Bajaj Finserv applications and backend Reward Management System.
4. Building customer service journey for Payments pertaining to Wallet, UPI, PPI & BBPS.
5. Creation of Project requirement document with required information like changes in core system, changes in customer eye, communications, service flow, with UAT & Go-Live dates.
6. Participation in UAT & CUG testing and publish results before final Go-Live.
7. Building strategies like Raise a Request redirections, sunset of Old Bajaj Finserv app, TAT optimization, Frequently asked questions etc to reduce customer queries.
8. Planning & executed cashback campaign for different loan customers with an objective of increasing applications usage and driving payments through Bajaj Finserv mobile application.
9. Identified the different requirements related to rewards like building of Rewards Queue, social media process flow, customer service flow, developing case disposition and identification of Request/Complaint/Enquiry.
10. Identifying and Analyzing Key Performance Indicators dashboard & Clickstream reports with unique and MTD users. Publishing daily & weekly project trackers to all stakeholders and senior management.
1. Consulted multiple brands across verticals like apparels, Denims, hotels, QSR etc with annual revenue of approximately of $200, 000.
2. Built strategies like restructuring of loyalty tier structure, earning & redemption with market benchmarking, implementing seasonal campaigns, EOSS Campaigns, Referral & Earn and NPS for brands to run successful loyalty programs with increase in ROI by 10X (incremental sales).
3. Designed, conceptualized and implemented Loyalty programs for ORRA Jewellery & Spykar Jeans. Designing of economic model based on market benchmarking, logic built for tier movement, allocation of different coupons on different events and setup different campaign communications, rolled out many customer journeys.
4. Planning and execution of loyalty program for brands such as MUFTI, PEPE JEANS, VIP Bags, COTTONWORLD, WOK EXPRESS, JAI HIND, SOCIAL to increase customer retention, win back lapsed customers, increase repeat and increase Average Transactional Value and defining customer journey from the day of enrolment throughout the loyalty program & identification of events & milestones to reward customers.
5. Analyzing and reporting of Key Performance Indicators (KPIs) for various assigned loyalty programs.
6. Publish monthly reports with loyalty program performance to all client partners and consulting them to improve loyalty performance.
Crossselling & Upselling of Flipkart Supercoins partnership, Whatsapp bot assisted shopping & campaign segmentation tool.
Led a team of 3 responsible for managing complete E-comm vertical for One Friday
☛ Designing and execution of campaigns to increase sales of the brand on online platforms by 3X
☛ Hold accountability and responsibility for complete end to end operations for the brand E-commerce sales,
operations, expansion, growth, profit & loss and marketing.
☛Setup of complete loyalty and CRM for the brand
☛ Partnerships and Brand alliances accross different verticals
☛ Management of outsourced ecommerce technology with product management
☛ Create consumer centric catalog that helps improve conversion.
☛ End to End Automation of all reporting and MIS requirements
☛ Database Management of different sources including sales, inventory, product category and customer
Responsible for managing the key accounts (fashion ecommerce only) end to end, across all departments (IT,
Operations & Marketing), with a team of 20 people.
☛ Sales and business development of Fedobe - Lead capturing to lead nurturing: Closely working with the
Single point of contact between Brands and Anchanto.
☛ Responsible for client on boarding, training sessions and daily operations.
☛ Responsible for CXO level communications with the clients and related business partners.
☛ Responsible for smooth coordination between warehouses, clients and marketplaces to achieve an easy and
hassle free supply chain automation.
☛ Worked closely with technology team in deciding feature enhancements for the platform, based on clients’
feedback.
☛ Worked closely with the marketing team in implementing lead capturing ideas.
☛ Managed 30+ key enterprise accounts like POS Malaysia, Lakme, Loreal Paris, Lazada & Zalora.
☛ Successfully delivered a joint collaboration project, as a project delivery manager, between Anchanto and
Paytm to develop a fulfillment center on the go for paytm mall sellers.
Responsible for building CXO level partnerships with NGOs, hospitals and corporate's
☛ Responsible for initiating corporate funding for social causes
☛ Responsible for creating marketing plans to create awareness including ATL and BTL activities
☛Achieved monthly targets of capturing successful leads and raising target funds
☛ Successfully built partnerships with Global Citizen India for Coldplay event
Managed, executed and launched new project for real estate industry
☛ Achieved monthly target of onboarding new builders and brokers
☛ Achieved monthly target of bringing maximum ads on the platform
☛ Managed post sales customer queries and manage the customer retention
☛ Provided product training to the new clients
☛ Prepared and presented monthly reports to senior management
Electronics & telecommunications
Contemporary Marketing Management,