Jan 2022 – Nov 2023 · 1 yr 10 mos

• Drive the Customer Success framework by closely monitoring metrics and Service Level Agreements (SLAs) for each brand, ensuring the delivery of an excellent customer success experience.
• Take ownership of Annual Recurring Revenue (ARR) growth, contract renewals, cross-selling, upselling, and revenue farming from the existing customer base.
• Collaborate closely with adjoining functions such as Tech Support, CRM, Supply Chain Management, and Product teams to ensure timely and high-quality delivery of client commitments.
• Work in collaboration with the Delivery and Integrations team to ensure successful client onboarding, providing hyper-care, trainings, and support for a seamless transition.
• Handle day-to-day client interactions and efficiently address any escalations, ensuring speedy and urgent resolution.
• Provide the Sales team with insights and inputs for scaling up, cross-sales, and addressing competition threats within the account. Participate in sales pitches that include business expansion to leading e-commerce platforms like Myntra, Flipkart, Amazon, Nykaa, Ajio and Shiprocket.
• Build digital and retail omnichannel strategies in collaboration with the Product Team and customers, driving product adoption through the launch of new features.
• Regularly analyze customer data and feedback to identify areas of improvement and implement proactive measures to enhance customer satisfaction and retention.
• Create Trainjng content and conduct training sessions and workshops for customers to ensure optimal usage and adoption of the product.
• Conduct Quarterly Business Reviews (QBRs) to analyze customer performance and provide valuable inputs for the Product roadmap, ensuring high success rates among customers.

Jul 2021 – Jan 2022 · 6 mos

• Develop and maintain trust relationships with a portfolio of clients, ensuring high levels of customer satisfaction and retention.
• Expand relationships with existing brands by continuously proposing solutions that align with their objectives and contribute to their growth.
• Ensure the correct services are delivered to clients in a timely manner, meeting their expectations and contractual obligations.
• Serve as the primary point of contact and communication link between brands/stores and internal teams, effectively managing expectations and resolving any issues or concerns.
• Prepare regular reports on progress and forecasts, providing insights and updates to both internal and external teams.
• Deliver effective training sessions to customers and partners, educating them on the capabilities and features of the product.
• Create branding materials, such as digital catalogues and collections, to support marketing initiatives and enhance brand visibility.
• Handle Level 1 grievances, including cataloging new collections in the platform, generating coupon codes, and pushing inventory on the platform.
• Drive sales on the Fynd Store platform through retail brand stores, contributing to a significant YTD sales milestone of 10 million.
• Successfully collaborate with 40+ brands and oversee operations for over 100 stores, ensuring smooth omni-channel operations on the Fynd Store platform.
• Develop a deep understanding of the functionality and unique features of different premium brands, leveraging this knowledge to provide tailored solutions and support to clients.
• Contribute to the overall success and growth of the Fynd Store platform by actively participating in strategic discussions, providing valuable insights and feedback.

Oct 2020 – Jul 2021 · 9 mos

• Handling omni channel operations of stores across the region
• Driving sales on Fynd Store platform through retail brand stores with 10 million YTD
• Working with 40+ brands and 100+ stores of leading Brands
• Managing store relations across regional level
• analysing and Training store teams about Fynd platforms and how it is beneficial
• monitoring the activity of stores on Fynd Store platform on daily basis
• Responsible for growth of the region
• Functionality of different premium brands

Nov 2019 – Oct 2020 · 11 mos

• Handling Fynd store operations across the regions Tamilnadu and Kerala.

Feb 2019 – Oct 2019 · 8 mos · Chennai, Tamil Nadu, India

• Manage all aspects of running a successful retail store, including opening and closing procedures, banking activities, merchandising, and recruitment processes.
• Effectively motivate employees to achieve performance excellence and foster a team environment that prioritizes group success.
• Collaborate with the store manager to develop and implement strategies that increase monthly sales revenue, contributing to the overall profitability of the store.
• Successfully achieve all development milestones and profitability goals set by the company.
• Enhance customer satisfaction by implementing special promotions and developing loyalty membership programs in accordance with company regulations.
• Schedule, train, and coach employees to maximize performance in customer service, revenue generation, and daily tasks such as stocking and tracking receipts.
• Manage the bookkeeping functions of store activities, ensuring accurate and organized records of sales, expenses, and inventory.
• Build and maintain relationships with local vendors to keep costs low and establish strong community relations, fostering a positive image for the store.
• Stay updated with industry trends, competitor activities, and customer preferences to adapt store strategies and offerings accordingly.
• Collaborate with cross-functional teams, such as marketing and operations, to execute store initiatives and drive overall business success.
• Ensure compliance with company policies, procedures, and regulations, promoting a safe and secure environment for employees and customers.
• Resolve customer complaints and inquiries in a timely and satisfactory manner, ensuring a high level of customer service and retention.
• Conduct regular performance evaluations and provide constructive feedback to employees, supporting their growth and development within the company.
• Monitor key performance indicators (KPIs) to assess store performance and identify areas for improvement, implementing appropriate strategies to drive growth.

Jan 2018 – Jan 2019 · 1 yr

Jan 2017 – Dec 2017 · 11 mos

May 2016 – Jul 2016 · 2 mos · Saint Petersburg, Russian Federation