Dec 2023 – May 2025 · 1 yr 5 mos · Gurugram, Haryana, India · On-site

• As a Deputy Manager in Foris Healhcare my roles and responsiblities included:
• 1. Led company’s digital transformation journey by consolidating all digital channels including Website,
• App, GMB, Cloud telephony, Lead Gen Campaigns etc under one roof.
• 2. Designed the lead flow system for call center users where users can call see the patient history and upcoming appointments in same page to minimize user efforts over call.
• 3. Led the brand’s marketing automation journey with the development and implementation of the Fortis CRM- integration of Mautic (CRM).
• 4. The new CRM enables Lead Management, Customer 360, Marketing Automation and Sales
• Force Management while being connected to HIS and booking engine.
• 5. Created 15+ customer cohorts and did 20+ marketing campaigns on targeted customer base.
• 6. Revamped email strategy using dynamic content leading 25% rise in personalized user interaction.
• 7. The new CRM was developed and implemented in a record time of 22 days.
• 8. Led the custom development of CRM platforms for domestic and international sales teams.
• 9. Created the product strategy for new feature addition in myFortis patient app and CRM projects.
• 10. Created and tested user case scenarios for new features- Added new features like modality booking and accessing report on the App.
• 11. Defined project scope and worked on SRS, BRD document for project kick off.

Jan 2023 – Dec 2023 · 11 mos

• As an Associate Vice President my role and responsibilities were-
• 1. Provide SAAS product demos and solutions to clients.
• 2. Collaborated with cross-functional teams (finance, tech, creative, marketing, ops) for ideation and implementation of various white label solutions and microsites.
• 3. Identified cross-sell/upsell opportunities in existing client to expand to boost sales.
• 4. Managed ORM and customer escalation of clients wherever required.
• 5. Managed B2B point burn for Axis eDGE rewards catalogue and B2C catalogue for standard chartered, Bajaj Finserv, Carlton and other clients.
• 6. Managed key banking clients with an annual portfolio exceeding ₹150 Cr.

Oct 2018 – Dec 2022 · 4 yrs 2 mos

• Managing the clients P&L and working on increasing the profit statement.
• Strategic implementation and execution of allocated tasks.
• Building healthy & enduring relationships with clients.
• Working on catalog management.
• Worked for content Management for one of stellar clients.
• Worked on tableau for analysis of various projects.
• Participate in planning and implementation of various projects.
• Lead the analysis and thorough documentation of current and future state.
• Capture use cases, user stories and acceptance criteria for new requests.
• participate in sprint planning and grooming sessions
• Produce business flowcharts, and other visual aids to communicate changes to clients.
• Manage various stakeholders internally like finance, creative, Customer Support, Technology, Brands and externally.
• Work on APIs and other leading technologies

Sep 2016 – Oct 2018 · 2 yrs 1 mo · Okhla phase 3

• Program/s Management - Complete end to end management of various loyalty programs.
• Building healthy & enduring relationships with clients.
• Managing the full life cycle of product by creating exceptional customer value, generate long term competitive advantage and deliver profitability.
• Managing various support teams to complete client’s work and ensure the work gets completed in time.
• Work closely with all stakeholders to identify current gaps and work towards execution and implementation of solutions to bridge the gap.
• Complete end to end implementation and management of the project.
• Creation of BRD/FRD documents.
• Designing the roadmap of website/application and ensuring timely delivery of projects.
• Preparing Activity calendar to increase traction of members in the program.

Aug 2014 – Sep 2016 · 2 yrs 1 mo

• Team Lead- Leading team of 4 members.
• Involved in Project Management and Client Servicing
• Meetings with clients for new business proposals or marketing programs and up gradation of ongoing project deliverables.
• Establishing Coordination within teams for timely delivery of projects. • Handling various loyalty programs and campaigns launched by Microsoft for its partners.
• Working on different projects catering to OEM or Original equipment manufacturer, SMB or small and medium business and CTM or corporate territory managed market programs.
• Testing various applications developed by technical team.
• Doing QC/QA of tele-calling reports.
• Preparing BRD's, FRD's, SOW and Estimate of the upcoming marketing program. • Providing business analytics reports to the client.
• Testing the user cases of the new software.

Nov 2013 – Jul 2014 · 8 mos · Noida Area, India

Jan 2013 – Nov 2013 · 10 mos · NOIDA