Oct 2018 – Sep 2021 · 2 yrs 11 mos · Gurugram, Haryana, India

Aug 2015 – Oct 2018 · 3 yrs 2 mos · Gurugram, Haryana, India

Nov 2014 – Aug 2015 · 9 mos · Greater Delhi Area

• Being the voice of the customer across functions and influencing programs as well as teams to help improve customer retention and engagement
• Developed and executed a comprehensive marketing program to drive customer engagement, retention, and reactivation
• o Conducted a detailed segmentation exercise to understand the customers better
• o Performed in-depth analysis as well as surveyed the customers to understand the issues that customers are facing and designed fixes resulting in a lift in repeat rates
• o Developed models to predict churn, buying propensity and category affinity and personalized direct marketing campaigns based on these models so that the ROI is maximized
• o Designed a multi channel program to reactivate customers especially the ones who had been acquired over the festive period and had churned since resulting in a 50 bps lift in reacquisition rates
• o Worked closely with categories and provided them with insights on how to design campaigns, communication and offers to maximize retention
• Conceptualized the loyalty program for Snapdeal and helped redesign the CRM platform

Jun 2010 – Oct 2014 · 4 yrs 4 mos · Gurugram, Haryana, India

• Lead, Medical Products and Services (MPS)
• Setup the Medical Products Practice Area from the ground up in India, working closely with Onsite Principals and local leadership to drive demand and build capability
• Ramped up the team to 10+ members within just 1 year and developed expertise in space
• Lead, Alignment and Personnel Practice Area
• Leading the Alignment Practice Area for the last 1 year and grew the team to 10+ within 1 year
• Facilitated workshops with multiple clients in different countries to help them come up with the best territory alignment and retain the best personnel.
• Nominated as a firm wide expert in this practice area and helped numerous project teams as an advisor
• ZS Initiatives
• Leading the initiative to improve the overall infrastructure and office experience for ZS India
• Active part of the recruiting team leading the associate recruiting on campus as well helping in creating cases for evaluation of associates across practice areas
• Mentored a cohort of 20 associates by guiding them through how to be successful at ZS and manage their career development including reviews and appraisals

Apr 2009 – Aug 2010 · 1 yr 4 mos

Jun 2004 – Apr 2009 · 4 yrs 10 mos

• Designed Enterprise solutions, Managed Clients, Worked with product teams to define new features, led teams