Aug 2022 – Jun 2024 · 1 yr 10 mos · Delhi, India · On-site

• 🔹Established and led the Customer Engagement & Growth Strategy function, uniting Data Science, CLM, and Growth to drive sustainable customer and business outcomes.
• 🔹Orchestrated turnaround from ₹5Cr+ monthly burn to EBITDA profitability within 12 months, embedding a culture of experimentation, performance, and accountability.
• Key Achievements:
• 🔹Customer Engagement & Retention: Delivered +25% growth in new user retention and dormant reactivation, reaching record-high MAUs despite 95% marketing spend cuts in 2023. Improved marketing efficiency by +20% through customer job-to-be-done insights.
• 🔹Revenue & Profitability: Designed café pricing models (formats, combos) delivering +7% AOV uplift; reduced discounting by 65%, improving revenue by +7.5% and strengthening gross margins.
• 🔹Loyalty & CLM: Redefined loyalty program with early/wider rewards and external partnerships (Zomato, Swiggy), driving +12% repeat purchase growth. Owned high-impact engagement levers including Wallet, Subscription, and Memberships.
• 🔹AI at POS: Built and deployed real-time AI recommendation systems at point-of-sale, enabling intelligent upsell/cross-sell offers and measurable AOV uplift.
• 🔹Business Strategy Experiments: Designed and executed café format strategies (Malls, BPC, HSC) and combo experiments to tailor pricing and maximize unit economics.
• Impact
• Transformed Chaayos into an EBITDA-profitable business while scaling customer engagement, retention, and revenue — proving growth resilience even under severe marketing spend constraints.

Mar 2021 – Aug 2022 · 1 yr 5 mos · Gurugram, Haryana, India

• 🔹Lead 50+ cross-functional professionals in Data Science, Business Modeling, and Data Engineering across Singapore, Gurugram, and Bangalore, delivering advanced analytics solutions at scale.
• 🔹Serve as point-of-contact for analytics proposals in TMT, partnering with MDPs to drive client pitches and solution design across APAC.
• 🔹Shape BCG’s digital capabilities for hospitality, telecom, and e-commerce, spanning real-time personalization, design and measurement of experiments (including control-less), and advanced measurement frameworks.
• 🔹Build and deploy data-backed applications on cloud platforms (AWS, Azure, Databricks, EMR, EC2), partnering with Data Engineering teams to operationalize ML flows via CI/CD pipelines (Airflow, Jenkins).
• 🔹Actively advise global clients in Retail, Media, Tech, and E-commerce across the US and India, driving value through data-driven decisioning and analytics transformation.
• Select Case Work & Impact:
• Post-Merger Integration – $25B US Retailer (13K+ stores): Delivered $100M+ value realization by leading analytics across promo effectiveness, loyalty integration, vendor rationalization, product pricing, offer optimization, and customer integration.
• Marketing Optimization – Leading Indian E-commerce Player: Built a marketing budget framework using Media Mix Modeling to optimize allocation across brand and digital channels.
• M&A Due Diligence – Indian Media House: Estimated topline and EBITDA synergies across linear and OTT platforms using BARC data feeds, informing strategic acquisition decisions.

Oct 2015 – Mar 2021 · 5 yrs 5 mos · Gurgaon · On-site

• 🔹Co-founded and scaled Pitcrew, a car servicing, maintenance, and tracking platform aimed at transforming the auto service industry by blending technology with customer-first operations.
• 🔹Built and led a 15+ member team managing vehicle maintenance and repair nationwide, embedding values of innovation, empowerment, and ownership.
• 🔹Expanded operations from a single location in Gurgaon (2015) to a network of 200+ garages across 20+ cities, establishing a strong pan-India footprint.
• 🔹Drove digital-first customer acquisition and growth through performance marketing (Google, Facebook, SMS, email, automation), consistently optimizing ROI and profitability.
• 🔹Scaled organic reach from ground zero to 100K+ monthly website visitors via SEO, driving sustained traffic and customer engagement.
• 🔹Architected and deployed technology and analytics solutions leveraging NLP, image recognition, and campaign measurement for operational efficiency and customer insights.
• Impact:
• Delivered operational profitability and executed business worth ₹5 Cr+ in FY’20, proving the viability and scale.

Jun 2013 – Dec 2019 · 6 yrs 6 mos · Gurugram, Haryana, India

• 🔹Led and managed a 70+ member global data science team (onsite and offshore), delivering advanced analytics across consulting, telecom, banking, hospitality, retail, e-commerce, and internet verticals.
• 🔹Partnered with sales leadership on account development and high-value pitches, strengthening Absolutdata’s positioning in the analytics marketplace.
• Key Contributions & Impact:
• Telecom – Customer Value Management (CVM):
• 🔹Built and deployed 20+ CVM use cases (CLTV, retention, cross-sell, up-sell) for the #1 telecom operator in Africa.
• 🔹Conducted onsite training for 150-member CVM & Data Science team across 20 countries, upskilling regional capabilities in data-driven decisioning.
• Hospitality – Promotions & Loyalty Analytics:
• 🔹Delivered marketing personalization and campaign ROI analytics for a leading global hotel chain.
• 🔹Developed advanced solutions including uplift modeling and booking attribution frameworks to address strategic marketing challenges.
• 🔹Enhanced effectiveness of real-time tactical promotions and email campaigns, driving measurable business impact.
• Banking & Insurance:
• 🔹Designed and deployed CLTV, acquisition, cross-sell, and up-sell use cases for leading UAE banks across lending portfolios.
• 🔹Built an end-to-end cross-sell strategy for a leading Indian insurance provider.
• E-commerce & Internet:
• 🔹Developed a performance marketing measurement solution to optimize campaigns across Google Ads.
• 🔹Created a framework to assess the incremental impact of mobile app channels on business performance.
• Mobile Behavior Analytics:
• 🔹Pioneered a first-of-its-kind reusable Mobile Behavior Activity Classification Framework, enabling segmentation of consumers based on streaming mobile usage patterns.
• 🔹Delivered 3-component framework analyzing daily mobile activity, creating usage-based consumer segments, and developing day-level archetypes for granular behavioral insights.

May 2012 – Jun 2013 · 1 yr 1 mo · Gurugram, Haryana, India

• Oversaw end-to-end business analytics project delivery across banking, telecom, and retail clients — from solution design and client communication to deployment and post-production support.
• Partnered with clients to design proposals and implement analytics strategies, ensuring adoption and measurable business impact.
• Key Assignments & Impact:
• Retail Banking Analytics
• 🔹Designed a 360° customer analytics framework to identify high-propensity cross-sell and up-sell opportunities, driving growth in personal loans and overdraft portfolios for a leading Middle Eastern bank.
• 🔹Implemented trigger-based account receivables solution for a Dubai-based credit card portfolio, improving collections and growth.
• 🔹Identified high-potential, low-engagement customers and built strategies to deepen portfolio engagement.
• Telecom Analytics
• 🔹Created consumer segmentation models using Nielsen data for a leading US wireline provider, enabling targeted marketing and product strategies with improved conversion.
• 🔹Developed segment-specific bundling plans for SMEs at a US telecom provider, leveraging Dun & Bradstreet data to drive adoption of telecom and data services.
• 🔹For a boutique US telecom consulting firm, analyzed 2K+ consumer research survey data to design business models for identity management services, addressing rising smartphone-driven online activity.
• Modern Retail & Consumer Goods
• 🔹Built propensity- and behavior-driven analytics solutions to optimize in-store promotions and increase private label share of sales for a leading retail chain.

May 2011 – May 2012 · 1 yr · Gurugram, Haryana, India

• Core Responsibilities
• 🔹Development and Tracking models (scorecards) for entire Collections life cycle (early stage to late stage)
• 🔹Managing written off Credit Card debt portfolio with receivables of over $10 Billion. Developing, Implementing and Tracking enhancements across the portfolio which resulted in an annualized $60 Million bottom line impact
• 🔹Re-design Debt Capacity logic based on advanced data availability and use customer spend behaviour to create targeted customer offers
• Key Assignments
• Customer Financial Health Analyser and Spend Recommender
• 🔹Creating a Personal Income Statement and Balance Sheet for each customer using advanced analytical capabilities. The utility is used in customer line assignment and analysing individual Debt Capacity
• 🔹Spend Recommender capability recommends store offers to customers based on their type of spend and store preferences. Focus on behaviour based recommendations.
• Model Development & Tracking
• 🔹Development & Tracking of collectability models (scorecards) for Delinquent Portfolio used in Operations for Effort Prioritization, Dialer Usage & Offer Optimization
• 🔹Development and Tracking of contact ability scorecards for phone number prioritization

May 2009 – May 2011 · 2 yrs · Gurugram, Haryana, India

• Collections Portfolio Analytics
• 🔹Managing a Portfolio of written off customers - First Party Collections (Letter Based)
• 🔹Developing segment based lettering strategies, implementing Champion-Challenger offer campaigns within segments
• 🔹Minimize Cannibalization from downstream portfolios due to strategic changes. Devise strategies to reduce Customer Attrition from programs
• 🔹Ensuring timely changes to portfolio construct to ensure federal compliance and meeting regulatory obligations as directed by U.S law
• 🔹Developing MIS and Reporting capabilities for analysing portfolio performance and identifying pre cursory signals about future performance
• 🔹Partner with Agency Management teams to train agents, improve call dialer strategies and introduce segment based work effort prioritization strategies

Jul 2005 – Jun 2007 · 1 yr 11 mos

• Worked as Design Engineer in the Mixed Signal team in the Transportation and Standard Product division at Noida. Worked on analog component design and verification.