Jul 2024 – Apr 2025 · 9 mos

• Management of Diverse Categories and Business Units, Collaboration with Regional Teams, Shareshift and pricing Strategy Development,Revenue and Profitability Growth, Stakeholder Management, Project-Program Co-ordination.

Nov 2022 – Jun 2024 · 1 yr 7 mos

• Application Improvement & User Experience: enhancement of the Restaurant Partner app, significantly improving usability and merchant experience based on direct partner feedback.
• Team Leadership & Stakeholder Engagement: Directing the Merchant Experience Team, focusing on optimizing support and enhancing merchant satisfaction and loyalty through strategic initiatives.
• Technical Specification & Agile Development: Serving as the pivotal liaison between business units and technical teams, effectively translating business requirements into technical specifications and fostering agile development practices.
• Vendor Management & Service Excellence: Overseeing vendor management, establishing and monitoring Service Level Agreements (SLAs), and enhancing performance metrics, contributing to superior service delivery.
• Operational Efficiency & Team Management: Leading operations for merchant onboarding and compliance, streamlined processes, and improved operational efficiency, while also ensuring comprehensive management reporting.

May 2022 – Nov 2022 · 6 mos

• Playing a key role in supporting the leadership team for growing Zomato’s business in multiple cities. Also, responsible for mentoring and training city growth managers.
• Strategic Expansion & Market Penetration:
• Instrumental in Zomato's expansion, successfully launching services in 1,000 cities globally within one year.
• Leadership & Cross-Functional Synergy:
• Led a cross-functional team across marketing, operations, sales, and product development, ensuring cohesive strategy execution.
• Project Lifecycle Management:
• Managed the full project lifecycle for new city launches, including market research, feasibility, and operational deployment.
• Analytics & Market Strategy:
• Employed data analytics for market potential identification, customized local strategies, and optimized resource allocation.
• Market Research & Risk Management:
• Conducted thorough market analysis and risk assessment, outlining consumer behavior, competitive landscape, and service demand.
• Stakeholder Engagement & Compliance:
• Identified and engaged with key local stakeholders and navigated regulatory frameworks to establish market readiness.
• Operational Readiness & Logistics:
• Evaluated logistics and infrastructure for new market entries, ensuring supply chain efficiency and operational setup.
• Feasibility & Strategic Decision Making:
• Synthesized research into a feasibility study, guiding strategic decisions on business expansion viability.
• Capability Development & Growth Enablement:
• Designed training programs for local teams to foster skill development and support sustained market growth.
• Innovation & Customization:
• Applied innovative problem-solving to adapt to diverse markets, customizing business models for regional needs.
• Marketing & Brand Establishment:
• Partnered with marketing to launch impactful campaigns, achieving significant brand penetration and customer acquisition.

Aug 2021 – Jun 2022 · 10 mos

• Launching Zomato in a completely new market.

Apr 2021 – Jul 2021 · 3 mos

• Sales Growth & Relationship Building: Expert in identifying opportunities for revenue growth through strategic upselling and cross-selling. Adept at negotiating contracts to ensure a balance between profit maximization and partner satisfaction.
• Marketing & Data Analysis: Collaborated closely with partners to develop targeted marketing campaigns on the Zomato platform. I leverage data analytics to continuously refine marketing strategies, ensuring maximum effectiveness and ROI.
• Operational Excellence: Streamlined the onboarding process for new partners, working in tandem with cross-functional teams to ensure a seamless experience and high levels of partner satisfaction.
• Compliance & Quality: Vigilant in monitoring compliance with contractual obligations, I ensure all service deliveries meet our high standards and partners' expectations.
• Feedback & Improvement: Skilled in translating partner feedback into meaningful product improvements and service enhancements, contributing to the continuous evolution of our offerings.
• Performance Management: Utilize CRM tools to conduct detailed sales tracking and performance analysis, ensuring accountability and informed decision-making.
• Educational Initiatives: Passionate about empowering partners through education, I provide comprehensive training and insights on best practices in digital marketing and platform utilization.

Jul 2019 – Mar 2021 · 1 yr 8 mos

Mar 2019 – Jul 2019 · 4 mos

Jun 2018 – Mar 2019 · 9 mos

• Recognized for delivering top-tier customer service, contributing to a significant increase in customer satisfaction metrics.
• Developed and implemented customer service protocols that improved response times and resolution efficiency.
• Received commendations for cultural competence and ability to manage sensitive customer situations with empathy and professionalism.

Apr 2016 – May 2018 · 2 yrs 1 mo

Aug 2014 – Apr 2016 · 1 yr 8 mos

• Enhanced background verification processes, streamlining report creation and publishing for client services.

Apr 2012 – Apr 2013 · 1 yr · Kolkata, West Bengal, India