Headline

CX-Led P&L & Revenue Leader | Chief Customer Officer | ₹250 Cr Revenue Retained via Behavioural AI | ₹200 Cr Waste Eliminated | GenAI Transformation | Global Product & Operations Leadership | Ex-Amazon, Gameskraft, Bain

About

I turn customer experience into a P&L and revenue lever, drawing on 24+ years across strategy consulting, Amazon, and founder-led digital businesses. At Gameskraft, I conceived and led a behavioural-AI Responsible Gaming programme that retained ₹250 Cr in annual revenue, while reducing player distress by 12%. I also owned an approximately ₹300 Cr annual P&L, led a 182-person CX organisation, and used GenAI and process redesign to reduce cost-per-contact by 45% while improving CSAT by 1,000 bps. Previously at Amazon, I led global Product, Programme and Analytics teams across India, North America and Europe, eliminating ₹200 Cr in annual waste, reducing the seller-reimbursement trajectory by approximately 75%, and building fulfilment products spanning delivery, returns, high-value purchases and address intelligence. Earlier in my career, I spent 11+ years advising C-suite executives and boards at Bain, KPMG and Tata Strategic on growth, transformation, market entry, operations and billion-dollar capital decisions. My focus throughout has been consistent: use customer insight, technology and operating discipline to create measurable business value. If you're building or restructuring a customer-led operating model at a company preparing to scale — and you want CX run as a revenue function, not a cost centre — that's the conversation I'm looking for. SVP, Chief Customer Officer, COO and CPO mandates. 📩 deepakkumar.nayak@gmail.com

Location

Greater Bengaluru Area

AI stack

claude

gemini

ChatGPT

Work experience

SVP Customer Experience at Gameskraft, Dec 2022 - Nov 2025 · 3 yrs, Bangalore, Led the group-wide Customer Experience function for a founder-led real-money gaming platform spanning 3 entities, 7 brands and 3 game formats, reporting directly to the Founder with end-to-end CX and P&L accountability.. ● Retained ₹250 Cr in annual revenue by conceiving, building and scaling a behavioural-AI Responsible Gaming programme across seven brands, while reducing player distress by 12%. ● Reduced cost-per-contact by 45%, from ₹188 to ₹95, through targeted GenAI deployment across a 110-person support operation, while improving CSAT by 1,000 bps. ● Owned an approximately ₹300 Cr annual P&L on a ~₹35 Cr cost base, covering people, facilities, technology and operating investments. ● Re-architected an inherited 200+ person support organisation to approximately 150 through AI and process redesign, while building Customer Strategy & Insights to 18 people and Customer Success to 6. ● Directed product priorities across onboarding, KYC, payments and GenAI, overseeing six product managers and partnering closely with Product leadership on roadmaps and performance.

Fulfillment Experience Product Leader at Amazon, Jun 2017 - Dec 2022 · 5 yrs 7 mos, Bengaluru Area, India, Led Product, Programme and Analytics teams responsible for delivery, returns and ownership experience across Amazon’s India, North America and Europe network. ● Directed 10 product and programme leaders, 6 analytics resources and a dedicated 44-engineer organisation across multi-year global product roadmaps. ● Eliminated ₹200 Cr in annual waste and reduced the seller-reimbursement trajectory by approximately 75% over three years through a Free Cash Flow initiative. ● Launched the industry-first High Confidence Supply Chain, including Open Box Delivery, Serial Number Validation and Secured Delivery, reducing fulfilment waste by 20 bps. ● Built an integrated Heavy & Bulky fulfilment network that doubled pin-code coverage, increased selection availability by approximately 35%, and reduced fulfilment cost by approximately 30%. ● Led an ML-based address-quality roadmap adopted across the Middle East and South America, improving India delivery efficiency by approximately 10%.

Manager at Bain & Company, Apr 2016 - May 2017 · 1 yr 2 mos, Mumbai Area, India, Advised C-suite executives and boards on transformation, strategy and operations across manufacturing and services. ● Designed a digitally enabled service model generating 15% revenue upside in pilot, subsequently scaled across three states. ● Helped a major commercial-vehicle manufacturer improve market share by up to 5%.

Associate Director at KPMG Advisory Services Pvt. Ltd., Sep 2010 - Apr 2016 · 5 yrs 8 mos, Mumbai Area, India, Led strategy, planning and supply-chain advisory engagements for global automotive, industrial and services clients. ● Advised a global manufacturer's board on location and go-to-market strategy for a $1B greenfield plant. ● Led Africa market-entry strategy across three priority East African markets for India’s largest two-wheeler brand.

Project Leader at Tata Strategic Management Group, Jan 2008 - Jan 2010 · 2 yrs 1 mo, Delivered strategy, growth and market-entry engagements for automotive and industrial businesses. ● Reduced the supply-chain cost footprint for a global cement company, enabling a major acquisition and approximately 10% market-share growth.

Deputy manager at Maruti Suzuki PVT. LTD., Aug 2004 - Dec 2007 · 3 y 4 mo, Gurgaon, Worked in sales and distribution planning at the Gurugram head office. ● Helped redesign the Hub-and-Spoke Distribution Model, increasing dispatch capacity by 15% without additional capital investment.

Education

PGDM, Marketing, Operations, SPJIMR SP Jain Institute of Management & Research

BE, Electrical, National Institute of Technology Rourkela