Nov 2023 – Feb 2025 · 1 yr 3 mos · Bengaluru, Karnataka, India

• Improved NPS from 50 to 65 in 3 months by leading cross-functional CX enhancements and feedback loops
• Drove 1.66× YoY growth in repeat revenue (Aug ’24 vs Aug ’23) through targeted omnichannel retention initiatives
• Strategized and executed CRM campaigns across WhatsApp, Email, and SMS, enhancing customer engagement and conversion rates
• Launched GIVA Crown, GIVA's Loyalty Program Charter, from strategy to execution and optimization, to deepen customer loyalty and lifetime value

Feb 2023 – Nov 2023 · 9 mos · Bengaluru, Karnataka, India

• Led website business - managing brand collaborations, merchandising, revenue & promotion planning
• Owned the marketing & merchandising calendar for the website and increased conversion rate by 13% from 1.9% to 2.15%
• Raised AOV by 9% from 1650 to 1800 at 32% lower discount costs through improved product relevance

Sep 2022 – Jan 2023 · 4 mos · Bengaluru, Karnataka, India

• Grew new acquisitions to 125% while reducing acquisition cost/customer by 9% within 60 days
• Achieved 25% higher ROAS by optimizing the marketing mix, driving best practices in creatives and brand collaborations

May 2022 – Aug 2022 · 3 mos · Mumbai, Maharashtra, India

• Built Fraazo, from 500 to 40K daily orders, One of the 1st core members of the Mktg Team, Led 6-member team, Drove 5 city launches
• AOV growth - Strategized & improved AOV by 8% MOM with a focus on high-value category order penetration
• Cost Optimization - Achieved 17% MOM cost savings through feature optimization & promo personalization
• Planning - Devised Monthly City-wise order projection plan, acquisition plan, DS-wise capacity plan, Budget plan

Dec 2020 – Apr 2022 · 1 yr 4 mos · Mumbai, Maharashtra, India

• Growth - ~3.5X order growth from Oct’21 to Jan’22; ~2.3X rev. growth from Oct’21 to Feb’22, 9% inc in order freq.
• Perf. Mktg. - Executed 100+ campaigns, 90% growth in installs with 1.5X spent, tracked funnel for CAC reduction
• Acquisition - Led 5 city launches, Handled 5Cr mthly budget, 2X growth from Aug'21-Sep'21, 4X in Oct'21-Jan'22
• Reactivation - Headed team of 5 for customer feedback calling; revived 7% of lost user base with effective offers
• Lifecycle mgmt. - Proposed subscription & stickiness offers for order freq. improvement; studied market & users
• Affiliates/ Partnership - Managed acquisition campaigns on platforms like GPay, Phonepe, Paytm, Sodexo, MyGate
• App Store Optimization - Improved CTI with keyword proofing content, creative revision on PlayStore & AppStore
• Customer Retention Marketing & Engagement
• Understanding Customer Conversion Funnels & Planning Retention Strategies
• Marketing Analytics, Performance Marketing & Digital Marketing
• User Acquisition & Retention Growth Strategy
• Hands-on experience - MoEngage, Mixpanel, Google Analytics, SEM - Facebook Ads, Google Ads, AppsFlyer, Firebase

Sep 2020 – Nov 2020 · 2 mos · Mumbai, Maharashtra, India

• Retention - Managed e2e execution of retention plan for RFM user segments; achieved MOM 20% order growth
• Engagement - Ideated & executed daily PNs, SMSs, Emails; Improved Conversion with event-based Flows, Triggers
• Merchandising - Handled creative requirements for in-app & BTL activities, drafted copies for digital & radio ads
• Customer Engagement + Merchandising
• Customer Behavior Analytics + Drafted Retention Strategies

Jun 2020 – Jul 2020 · 1 mo · Mumbai, Maharashtra, India

• Formulated & piloted tactics causing increased leads by 75% by partnering with colleges & Social Media Marketing
• Charted Social Media Calendar; Boosted Facebook Page Likes, Follows by ~90+%, Event attendees by FB Ads
• Made Creatives (poster, video, content) for Social Media Posts, Blogs and Email Campaigns using Mail-Chimp, Canva

Apr 2019 – May 2019 · 1 mo · Hyderabad, Telangana, India

• Improved Efficiency & Effectiveness of Team Leads of Customer Support Team by studying activity map of TLs of 7 LOBs
• Drafted current state activity map by interviewing TLs & their Managers to incorporate desired activity map
• Achieved 33.33% reduction in time spent by TLs by streamlining and automating processes in the pilot LOB
• Determined 20+ metrics to increase effectiveness of activities like Bottom Quartile Mgmt., No CSAT Analysis

Jun 2016 – Feb 2018 · 1 yr 8 mos · Pune Area, India

• Worked for America's top package delivery service and supply chain solution provider client
• On-boarded shipments’ data of 20 customers in Database connected to shipment monitoring dashboard application
• Created & enhanced 20 SPs as per business requirement logic and recalculated data of on-boarded customers
• Saved ~62.5% time by building 12+ automated excel reports using VB Macros for a better view of data analysis
• Delivered 98% production defect-free code and optimized data resources by linking Excel & SQL Server
• Developed a user-friendly web application for a leave management system for an employee base of 4.3 L
• Implemented 15+ features like modal pop-up form, and views; Evaluated 70+ scenarios to check the app. feasibility
• Received appreciation for coordinating with the client to conceptualize app functionalities and responsiveness
• Tested innovation app. for shipments’ data uploading, which saved ~93% time vs the traditional manual process
• Single-handedly tracked 10+ issues for real-time shipment monitoring app. & provided RCA for traced issues
• Was part of the Database Team for shipment monitoring application- worked on creating stored procedures using SQL for client onboarding & created reports for data visualization linking Excel & SQL
• Was part of the Development Team for a user-friendly leave management application.
• Completed domain-related courses on Fundamentals of Supply Chain Management - Transportation and Logistics Management, Warehouse Management