Director- Key Account and Head Ops
Easy Tech
Total years of experience :15 years, 5 Months
Manage Key Account Management Team of 10 across India.
Manage End to End Loyalty Operations
Managing 50 Plus clients across industry.
Implement Analytics driven CEM and CEX startaegy tailored to individual clients
In this role completely own the customers of the organization from service to retention. Creating organisation strategy and methodologies to translate the ever expanding requirements in robust processess, defining and opreationalizing the critical value chains.
Also head the technology, production, HR and finance functions. Complete responsibility of the organisations P&L and funding. Have raised ½ Million USD as first round of investment from leading US based VC.
Consulted a large Middle-east based retail group for their Loyalty program with the mandate to create a strategic roadmap to take the loylaty program from being a cost center to a profit center. Cretaed the affiliation strategy and new organisation design.
Consulted a large South African retailer in creating a Single View of Customer and Customer engagement across entities along with requirement study of unified campaign mangement solution and roadmap. For the same client created Strategic roadmap for revamp of the loyalty program. Created a complete campaign magement and loyalty tool BRD.
Member of Executive Committee involved in strategy formulation and key decision making.
Business representative for development of In-house Loyalty CRM
Managing the whole gamut of Operations for more than 12 programs with cumulative customer base of 145 million
Tech Ops Processed 105 Million Transactions
Fulfillment services for customer base with 5.5 billion Loyalty Points, with 500 redemptions per day.
Managing 25+ vendors online and Offline for Fulfillment Operations Including merchandise, air, bus, movie, other travel services etc
Managing end to end Customer Service
Monitoring and management of the GOE
Thought Leader and Innovator for Customer Experience and Engagement
Pursuing an Executive Program in Business Analytics
Executive MBA
A degree by Linconshire and Humberside University in association with Skyline Institute of Management