Headline

Driving Business Growth Through Customer Insight, Product Strategy & Execution

About

The best product decisions begin with understanding customers. The best business outcomes come from executing those decisions well. That's been the common thread throughout my career. Over the last 11+ years, I've built and scaled digital businesses by turning customer insight into product decisions that drive sustainable growth and measurable business impact. Whether it was improving retention, scaling a business, launching new capabilities or unlocking new growth opportunities, the approach remained the same—understand customers deeply, make deliberate product decisions, validate through experimentation and execute with discipline. A few examples of the impact I've driven: • Scaled a ₹250+ Cr annual business through customer-centric product strategy, growth initiatives and commercial execution. • Increased category market share by ~80% by identifying unmet customer needs, sharpening product positioning and executing focused growth initiatives. • Grew active users 8× by improving acquisition, engagement and lifecycle experiences through continuous experimentation. • Doubled repeat customer contribution by building data-driven lifecycle strategies that strengthened long-term customer engagement. Customer-first decisions. Business-driven outcomes. That's the mindset I bring to every product I build, every growth challenge I solve and every team I work with. If you'd like to discuss Product, Growth, Business Strategy, or opportunities to build customer-centric businesses, I'd love to connect. atibhi.lehakra@gmail.com

Location

Bengaluru

AI stack

claude

codex

gemini

openai

Work experience

General Manager at Paytm, Mar 2023 - Nov 2024 · 1 y 8 mo, Bengaluru, Karnataka, India, Owned the growth and business performance of multiple consumer businesses across commerce and fintech, translating customer insight into product strategy, commercial execution and measurable business outcomes. Partnered across Product, Marketing, Analytics, Sales and Operations to scale customer adoption and unlock sustainable growth. Achievements: * Scaled a ₹250+ Cr annual business through customer-centric product strategy, lifecycle optimisation and commercial execution * Grew active users 8× through experimentation, customer lifecycle optimisation and product-led growth. * Doubled repeat customer contribution by building targeted lifecycle and retention programmes across behavioural and lifecycle basedcustomer cohorts. * Improved profitability by 250 bps while balancing customer value with commercial outcomes. * Scaled customer adoption across Mutual Funds and Digital Gold through targeted product growth, lifecycle marketing and customer education initiatives. * Built scalable operating mechanisms including experimentation frameworks, business dashboards and campaign governance to improve execution across functions. Portfolio: Hyperlocal Commerce (Restaurants, Bars & Salons), Mutual Funds, Digital Gold and Loan Against Mutual Funds.

Deputy General Manager at Paytm, Mar 2022 - Mar 2023 · 1 y, Bengaluru, Expanded scope across deals and loyalty businesses, leading growth, customer lifecycle and product strategy

AGM at Paytm, Jan 2021 - Mar 2022 · 1 yr 3 mos, Led growth initiatives to establish the Scratch cards and Merchant Offer Ads business, focusing oncustomer adoption and commercial growth

Senior Manager at Flipkart, Oct 2019 - Jan 2021 · 1 yr 4 mos, Bengaluru, Karnataka, India, Driving and leading projects for long term business growth

Manager at Flipkart, May 2018 - Sep 2019 · 1 yr 5 mos, Bengaluru, Karnataka, India, Lead the central growth and strategy charter for entire Home business unit. Identified levers for growth for the category and liaised with product, content, Catalog, market place and supply chain teams to align Home BU's key growth drivers and OKRs for these cross functional teams. -These are aimed atvdriving better pre purchase experience, discovery of products, interventions during customer journey, building right selection and providing rich content to consumers to aide a better purchase decision. -Thought leadership to chalk out a product Experience roadmap for Home and implement a selection growth strategy for Home

Category Manager at Snapdeal, Apr 2017 - Mar 2018 · 1 yr, Gurgaon, Haryana, India, - Complete ownership for P&L, growth strategy, sales and events planning for Handbags & Clutches category - Optimized pricing to drive 40% growth in top-line and 200% in bottom-line - Collaborated with sourcing teams and vendors to ensure healthy inventory and pricing; operations and supply chain teams to smoothen process gaps and marketing teams to optimize promotions, merchandising and targeting - Analysed and addressed customer issues; improved category NPS by 50% - Identified potential and new brands to be on-boarded; proposed their go-to-market strategy; increased their top-line contribution to 15% of the category

Associate Category Manager at Snapdeal, Jul 2016 - Mar 2017 · 9 mos, Gurgaon, Haryana, India, -Strategized, planned and executed sales and promotional and sales campaigns -Constantly performed competition mapping and customer analytics to close gaps, identify buying behavior, enhance engagement, discoverability and improve overall customer experience

Intern at Snapdeal, Apr 2015 - Jun 2015 · 3 mos, Greater Delhi Area, Worked in the Fashion Category department of the organization *Received a Pre-Placement Offer -Took ownership of reducing complaints and improving customer experience for fashion 2015-16 -Analyzed and identified key problem areas & set monthly and weekly category CPS targets -Coordinated with all sub-categories, devised an action plan with timelines for CPS -Suggested measures for content enhancement and reduction of size and quality related issues -Achieved 10% reduction in customer complaints for major fashion sub-categories -Developed prototype model for category scorecard to evaluate a category’s performance -Performed root cause analysis of ANDON de-listing process to identify why the products were de-listed and how they can be re-enabled on the website

Senior Software Engineer at Infoedge India Ltd.,, Jul 2013 - Jun 2014 · 1 yr, Noida, Uttar Pradesh, India, Was part of the property posting engineering team of 99acres.com division. -Spearheaded technical issues of property posting engineering module. -Implemented feature to capture property verification requests while posting property -Mentored junior team members, delegated work and helped them understand the system -Member of recruitment process and interviewed college graduates for technology profiles -Integrated functionalities in property posting form to enhance User Experience -Optimized website’s Sitemap generation code and reduced throughput time by 50% -Documented entire code base of Property Posting module to aid the process of knowledge transfer -Worked in an agile environment

Software Developer at Tally Solutions Pvt Ltd, Aug 2011 - Jul 2013 · 1 y 11 mo, Bengaluru

Education

Postgraduate Programme in Management, Business Administration and Management, General, Indian Institute of Management, Kozhikode

B.Tech, Information Technology, Institute of technology and management