Apr 2024 – Present · 1 yr 11 mos

• As Chief Commercial Officer, I lead the Holiday Packages business with a mission to drive sustained, year-on-year profitable growth. Responsible for the full P&L, I’m focused on strategic thinking, anticipating market shifts, and ensuring that holiday business remains ahead in the dynamic travel landscape.
• Building moats and launching new verticals—such as Visa, Activities (Experiences), and Cruises—are central to expanding our offerings and securing new growth avenues. I align every initiative with our vision of industry-leading customer satisfaction by leveraging customer insights and crafting targeted demand-generation strategies.
• In addition to overseeing the holiday packages business, I manage our DMCs (Destination Management Companies) based in Singapore and Thailand, broadening our global footprint and enhancing the customer experience in key destinations.

Apr 2020 – Mar 2024 · 3 yrs 11 mos

• Taking on the leadership of Holidays and Experiences was a dream realised, and it came during one of the most challenging times for the travel industry—the height of COVID-19. With the world at a standstill, I saw this as an opportunity to navigate through adversity and redefine how we operate, setting the groundwork for years of sustainable growth.
• This period was a complete business transformation. We reset every unit—sales, post-sales, revenue, product, supply chains, and our online funnel—ensuring every corner of the business was primed for long-term success. In this journey, we grew our unique all-women sales channel from 400 to an inspiring 2,500 members, expanded our presence by adding over 150 franchise stores, and launched India’s first real-time holiday package funnel. Together with a resilient new leadership team, we turned challenges into building blocks, achieving profitability quarter after quarter.
• Leading this reinvention was humbling and energising, a testament to the power of resilience, innovation, and a bold vision. We crafted a foundation to withstand challenges and thrive through them, all with an unwavering commitment to delivering exceptional travel experiences.

Oct 2016 – Apr 2020 · 3 yrs 6 mos

• My role as Vice President marked a transformative phase, with responsibilities that evolved quickly and profoundly. Initially focused on the supply side, I took on a short but impactful stint managing international hotel supply. Around the same time, MakeMyTrip underwent one of the most significant shifts in the Indian travel industry—the merger with Go-Ibibo, another key player in the hotels segment. This merger was not just about combining two businesses; it was about unifying the DNA of two brands, each with unique strengths and strategies.
• As the RightStay project was sunset, I was entrusted with leading the consolidated Customer Experience unit for both brands—a mammoth task I embraced wholeheartedly. Merging two customer experience operations meant aligning over 10 partners, setting up new KRAs and KPIs, and creating unified standards for measuring success. Every step required thoughtful strategy and open communication, balancing efficiency with each brand's unique strengths.
• Navigating consolidation challenges taught me the intricacies of brand alignment and the art of building synergy from diversity. The satisfaction of seeing two powerful brands work as one—and the invaluable lessons in leadership and integration—made this role one of the most fulfilling in my journey.

Apr 2014 – Sep 2016 · 2 yrs 5 mos

• Stepping into the Director role marked a dual adventure. My first year continued in customer service, building on the transformative experiences I’d led. But then came an unexpected, exhilarating shift—a chance to head operations and supply for RightStay, MakeMyTrip’s bold foray into the world of alternate accommodations.
• RightStay was a first-of-its-kind project for us, a leap into the homestay market that would expand our reach beyond traditional hotels. Leading this new initiative was like stepping into uncharted territory. We established homestays in destinations like Goa, Himachal, and Kerala. Our mission was ambitious, and our young, energetic team embraced it wholeheartedly. I still get goosebumps recalling how, with a team of just 12, we set up the fastest-ever network of homestays in Himachal in just two weeks—an accomplishment that stands out as one of my proudest career moments.
• This journey taught me the power of adaptability, hands-on leadership, and the importance of immersing ourselves in local ecosystems. From exploring the picturesque landscapes to understanding the pulse of the homestay market, this role marked a thrilling chapter of growth, resilience, and purpose-driven work.

Apr 2012 – Mar 2014 · 1 yr 11 mos

• Taking on the role of Customer Experience Lead was a defining moment. Everything I’d learned in managing complex operations and multiple partnerships had led me here, ready to create a new era of customer service. Our vision was clear: redefine how MakeMyTrip approached customer experience, making each interaction seamless, personalised, and proactive.
• The journey was both challenging and exhilarating. With multiple outsourcing partners in place, I focused on crafting a unified experience, ensuring every partner felt part of our vision. It was no longer about solving issues but anticipating needs and setting the highest standards. This role introduced innovations, too—automation was beginning to take shape, transforming our operations and allowing us to provide faster, more efficient service without compromising quality.
• Leading this change, I witnessed firsthand how our commitment to excellence elevated customer interactions and strengthened loyalty. It was a time of transformation and pride as we laid the foundation for a customer experience that truly put our customers first.

Apr 2010 – Apr 2012 · 2 yrs

• Stepping into the Senior Manager role opened up a new chapter that involved leading MakeMyTrip’s expanding International Sales and Service Delivery Unit. With our reach growing globally, this role called for more than just sales expertise; it demanded a nuanced approach to partnership and service.
• By this time, our outsourcing partnerships had multiplied, introducing me to the art of managing multiple partner relationships. I quickly learned that our success relied on treating these providers not as vendors, but as true partners in our journey. Building trust, aligning goals, and nurturing these partnerships taught me the importance of collaboration and shared vision. Each day presented the challenge—and the reward—of ensuring a seamless, top-tier experience for international customers. This role became a masterclass in balancing customer satisfaction with operational excellence, strengthening MakeMyTrip’s reputation in diverse markets.

Apr 2007 – Apr 2010 · 3 yrs

• Stepping into the role of Manager was both a thrilling challenge and a new chapter in my journey with MakeMyTrip. Our sales team was expanding rapidly, with a fresh focus on international bookings, bringing new opportunities and complexities. Tasked with leading this dynamic team, I dove into the role, navigating the nuanced demands of global customer expectations and pushing the limits of what we could achieve.
• Each day was a learning experience—whether it was refining our approach to cater to an international audience or creating strategies that inspired the team to exceed ambitious targets. The growth mindset that MakeMyTrip embraced fueled a deep sense of satisfaction and pride as we delivered results that elevated the brand’s reputation. Balancing strategic vision with hands-on mentorship, I found immense reward in seeing the team and our metrics reach new heights, all while staying closely aligned with MakeMyTrip’s mission of delivering exceptional customer experiences.

Apr 2005 – Apr 2007 · 2 yrs

• Managing High Volumes in a Rapidly Growing Market
• With MakeMyTrip’s launch in India, I managed surging call volumes in our in-house call centre as the brand gained traction year over year. This period marked significant growth and brand-building for MakeMyTrip, demanding rigorous service standards and quick adaptation to the expanding customer base. My role involved optimising workflows and setting benchmarks for a seamless customer experience, reinforcing MakeMyTrip’s emerging reputation as a leader in online travel.
• Pioneering Outsourcing with IBM Daksh (now Concentrix)
• To maintain service quality amid increasing demands, I joined the pilot team tasked with outsourcing customer operations for the first time. Collaborating with IBM Daksh (now Concentrix), we designed and implemented a robust outsourced process that could scale with MakeMyTrip's growth. This collaboration set the foundation for a long-term strategic partnership and introduced new efficiencies in managing customer interactions while upholding the brand’s high standards.

Jul 2003 – Apr 2005 · 1 yr 9 mos

• I have transitioned from a team member to a team leader, taking on my first leadership role with responsibility for guiding a small team. This role provided invaluable experience in team management, fostering a collaborative environment, and driving our shared sales and operational goals to enhance customer satisfaction.

Dec 2002 – Jul 2003 · 7 mos

• I was promoted to take on expanded responsibilities beyond sales, gaining exposure to essential operations functions, including post-booking management and ticket issuance.
• This experience further strengthened my foundation in customer-facing and backend operational processes, deepening my expertise in delivering a seamless travel experience and setting the groundwork for my future roles.

Apr 2000 – Dec 2002 · 2 yrs 8 mos

• I joined MakeMyTrip in 2000 as an intern fresh out of school. I initially contributed to the data entry team by uploading essential flight and hotel data, which was crucial when APIs were unavailable.
• After a year, I transitioned into a sales role focused on the NRI market, selling travel products to clients in the US. This early experience provided me with foundational skills in data management and customer engagement, setting the stage for a rewarding journey in the travel and hospitality industry.