Sep 2021 – Mar 2023 · 1 yr 6 mos

• Working across Nykaa verticals - Beauty, Fashion, Man, Superstore to improve product discovery
• Responsible for driving product recommendations and personalized properties
• Driving growth by building mar-tech capabilities to help in customer acquisition & retention
• Awarded Certificate of Excellence for "Being The Customer's Champion" in Tech Townhall 2022

Mar 2019 – Mar 2020 · 1 yr

• Responsible for conceptualizing new product lines and developing user centric features in existing product offerings by working closely with engineering team, marketing managers, designers, operation and management stakeholders.
• Built the e-Commerce product “GoodKart” from ground up and launched it on web, mobile & apps within 2.5 months. Today, the product contributes to almost 80% of the company’s revenue stream
• Managed P&L of the e-commerce product; proposed last action based targeting strategy improving campaign efficiency by 70%
• Revamped UI design of online pages by making user login forms simple, and platform content intuitive and relevant
• Devised and implemented ‘cart feature’ in the platform to improve user buying experience; average order size increased by 60%
• Introduced cashback feature to incentivize users to add LybrateCash, digital wallet, to their accounts; 300k users were added
• Built and ran drip campaign to get users to redeem LybrateCash; improved redemption funnel by 60% & recurring users by 30%

Jun 2017 – Mar 2019 · 1 yr 9 mos

• Responsible for setting up the social media command and control center to listen, evaluate, formulate and implement systems to impact end customers. Involved in drawing insights and coming up with improvement areas via technology interventions.
• Conceptualized & launched a unique data rollover plan for a leading telecom firm; postpaid users renewal rate became 1.8X
• Led a team of 4 to ascertain reasons for emerging negativity around a telecom brand; recommended changes in customer service methodology, pricing, turnaround times, and tonality of messages; positive sentiment went up by 15% post fixes
• Ran emotion analysis and segmented users of client along with its competitors; suggested changes in brand communication

Oct 2015 – Jun 2017 · 1 yr 8 mos

• Responsible for hiring, mentoring and managing team of 10 to provide social analytics & consumer insights.
• Devised a pre-launch analysis to draw correlation between features promoted by brand and topics of social media conversations.
• Ran fan analysis for the brand versus its closest competitors to segment dead, contest mongers, loyal & active fans of the brand.
• Pitched command center to enterprises and won contract worth $200K for services like identifying sentiment trends, CX barriers.