Upasana Ghosh

Operations Associate

Bengaluru, Karnataka, India7 yrs 3 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Led customer retention strategies driving significant revenue growth.
Successfully launched multiple loyalty programs with high adoption rates.
Demonstrated expertise in data-driven marketing campaigns.

Stackforce AI infers this person is a Marketing Professional with expertise in Customer Retention and Digital Marketing across various industries.

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Skills

Core Skills

Customer RetentionCrm Program ManagementGo-to-market StrategySales OperationsData AnalysisBusiness DevelopmentMarketing StrategyBusiness-to-business (b2b)Digital Marketing

Other Skills

A/B TestingAppointment Booking PlatformBrandingCampaign AnalysisCampaign ImplementationChurn AnalysisConsultingCost OptimizationCustomer EngagementCustomer Lifecycle ManagementGTM StrategyHyper-PersonalizationIncentive ProgramsLoyalty ProgramsMarket Analysis

About

Marketing Professional, having experience in growth start up. Owned the P&L and OKR for Retention Marketing. Have worked in Customer Lifecycle Management, Loyalty Programs, New Product Launches, Cross-sell and Up-sell programs. Planned personalized customer segmentation based Marketing Campaigns and calendars via A/B tests, customer research and market insights. An MBA graduate from Indian Institute of Management, Nagpur with Marketing specialisation having skills in business analysis and development, marketing and communication planning, go-to-market strategy, digital marketing, sales strategy, consulting and project implementation. I have demonstrated experience of working in vivid national and international projects in different industries like FMCG, Food and Beverage, FinTech, Financial and Banking Services, NGO, MSME - Manufacturing, Public Administration and Govt Services. I also have experience of working with tools like SPSS, Excel, CRM tools, Moengae, Gupshup, Interakt, WhatsApp Marketing tools, FB Ads, etc.

Experience

Wakefit

Manager CRM

Sep 2022 – Present · 3 yrs 6 mos

● Customer Lifecycle Management: Led team driving x% of company revenue and x% of traffic at a 17+ ROI using Email, SMS, Whatsapp and Push channels.
● Cost Optimization: Boosted ROI from 9 to 21 by refining segmentation and deduplication, saving x% cost in 2 months.
● Incentive Programs: Owned GTM campaigns of Wallet Rewards, Referrals, and
Coupons, generating x% incremental revenue.
● Hyper-Personalization: Increased CRM revenue by x% through chatbot-driven, user behavior-based campaigns.
● User Reactivation: Generated x% incremental revenue by reactivating churned users via Programmatic, Google, and Meta Ads.
● Awards: Earned ExtraMiler and Spot Awards for consecutive quarters.

Customer Lifecycle ManagementCost OptimizationIncentive ProgramsHyper-PersonalizationUser ReactivationCustomer Retention+1

Blissclub

Growth Marketing Manager

Feb 2022 – Aug 2022 · 6 mos

P&L Customer Lifecycle Management team lead contributing to 19% of company’s revenue (~Rs 1.4 Cr per month) at controlled cost of 5% of revenue targets
Launched BlissQueen Loyalty Program and improved adoption to 18% in 3 months by planning creative incentives creating online/offline educational awareness program
20+ A/B tests customer segment level personalization basis 2000+ user surveys to improve campaign metrics (Open rate, CTR, ECR)
Owned M-1 retention - 12% new customers purchasing in next month through lifecycle campaigns, cross sell, sale events and loyalty programs
Improved repeat purchasers from 2.8% to 3.5% in Strategic Sales Days by designing go-to-market plan for the event
Planned monthly marketing calendar for new leads existing customers via retention channels Email, SMS, WhatsApp, FB IG to achieve Targets which grew by 20% MoM

P&L ManagementCustomer Lifecycle ManagementLoyalty ProgramsA/B TestingRetention MarketingCustomer Retention+1

Ola

Assistant Manager - Business Analyst

Oct 2021 – Feb 2022 · 4 mos

Ola Cars – Pre-Owned Cars
Built and managed Sales Funnel Dashboard - streamlined daily reporting for 10+ Cities
ATL Campaign (Email Marketing) & BTL Campaign (Expo) analysis to track ROI
Lead churn analysis – actionable dashboard for sales team

Sales Funnel ManagementCampaign AnalysisChurn AnalysisSales OperationsData Analysis

Lti - larsen & toubro infotech

Senior Business Analyst (Marketing)

Aug 2020 – Sep 2021 · 1 yr 1 mo

Investment Pitch
Prepared pitch deck for the setup of learning platform – L&T EduTech to provide IT Automation certification for engineering college students; $250k funding approved from COO of L&T Infotech
Analyzed market potential, forecasted revenue potential, estimated resource planning, direct & indirect cost saving; in preparation of pitch deck
GTM & Branding
Designed the website for LTI Mosaic AIOPS – Intelligent Enterprise IT Operations
Editor for the first NWOW Automation Journal with 35k+ readership (internal)
Prepared GTM pitch and marketing collaterals for AIOPS Automation, Platform & ITOPS
Lead the Branding council and managed 8 associates
Team awarded LTI’s GoMx Parkour Innovation award for one of the IPs GTM Pitch

Market AnalysisPitch Deck PreparationGTM StrategyBrandingBusiness DevelopmentMarketing Strategy

Earlysalary- instant salary advance for employees

Marketing And Business Development Intern (PPO)

Apr 2019 – May 2019 · 1 mo · Pune Area, India

Launched “Make a Wish” campaign in KPIT - garnered 100+ participants and resulted in increase in sales volume by 62.5%
Strategized end-to-end pilot campaign implementation by ideating customer engagements programs, managing small B2C sales team and finalizing vendors responsible for driving awareness in corporate worksite activities

Campaign ImplementationCustomer Engagement

Watchout services

Founder

Aug 2017 – Feb 2018 · 6 mos · Lucknow, Uttar Pradesh, India

A Salon Aggregator Platform -
Launched an appointment booking platform aggregating 6 Salons in Lucknow
Executed Digital marketing campaign - 1000+ page views & 600+ followers on Facebook

Digital MarketingAppointment Booking PlatformBusiness-to-Business (B2B)

Nalco, an ecolab company

Technical Engineer III ( Water and Process Services)

Oct 2015 – Aug 2017 · 1 yr 10 mos · Pune Area, India

Data analysis and visualization to resolve 10k+ water solution incidents like scaling and corrosion; across 50k+ North American industrial plants
Provided process improvement recommendation based on system upset that enhanced sales support and end-customer’s satisfaction level

Data AnalysisProcess Improvement