Headline

Customer Loyalty, Business Strategy & Management Consulting | Customer Lifecycle Management | Gen AI for Marketing | 13+ Yrs across Travel & Hospitality, Telecom, Fintech and Banking

About

I focus on building loyalty businesses and habits - not just programs. Over 13 years, I've led teams, built practices, and advised leaders across consulting, telecom, fintech, e-commerce, and agri-tech. The common thread through all of it: making customers stay longer, spend more, and genuinely prefer you over the competition. At Customer Capital, I lead our loyalty consulting practice - owning client delivery, team development, and business growth. I've taken the practice from early-stage to ₹6 Cr in annual revenue, overseeing multiple client deliveries, and personally helping and being involved with 50+ client pitches. Our work spans program architecture, CVP design, earn/burn economics, partner ecosystems, and technology roadmaps - not as a slide-deck exercise, but as end-to-end operating models that clients can actually implement. I believe most loyalty programs fail not because the design is wrong, but because nobody owns the execution and commercial aspect. Tiers are designed arbitrarily. Earn rates aren't stress-tested against margin. The redemption catalogue is an afterthought. My approach starts with a customer first thinking whilst also keeping the economics at the heart of it all - what does this program need to do commercially - and works backwards to the member experience. At Accenture, I built the firm's Global Network Loyalty practise as well as the Gen AI for Marketing capability from zero - assembling a cross-functional team, establishing the methodology, and taking it to market with 20+ MDs. That experience shaped how I think about building practices, not just delivering projects: the IP, the playbooks, the people, and the pipeline all have to be built simultaneously. Earlier, as Business Head at InterMiles, I led a team responsible for a 10-million-member loyalty ecosystem - growing the earn-active base by 50% and driving 1Mn+ paid tier upgrades by combining program economics with behavioural campaign design. I write and speak on loyalty program design, earn/burn modelling, and the emerging role of Gen AI in personalisation. If you're rethinking your loyalty strategy or building a practice in this space, I'm always open to a conversation.

Location

Mumbai

AI stack

claude

grok

openai

ChatGPT

Fireflies.ai

Microsoft Copilot

Work experience

Vice President Loyalty Consulting, Planning & Client Delivery at Customer Capital, May 2024 - Present · 2 yrs 5 mos, Pune District, Led the loyalty consulting practice end-to-end - owing the delivery methodology, developing the team's consulting capabilities, and building client relationships across banking, hospitality, and retail. Scaled annual revenue 5× to ₹6 Cr by building a repeatable engagement model grounded in program economics. Directed the redesign of Club Mahindra's loyalty proposition - guiding a cross-functional team through program architecture, partner ecosystem strategy, earn/burn modelling, and technology roadmap, resulting in a commercially viable operating model ready for phased execution. Established a point of view on loyalty program economics that underpins our client work: most programs destroy value because either customers see no value or businesses see no value or a combination of both. This thinking has shaped 50+ client conversations and positioned Customer Capital as a commercially rigorous loyalty expert - we may just be a baby startup, with miles to go, but still can proudly say that what we have achieved in 4 years is something that many can only dream of

Customer Loyalty and Generative AI for Marketing Engagement Manager at Accenture, Sep 2021 - Dec 2023 · 2 yrs 4 mos, Pune Division, Helped set up and Accenture Global Network's Gen AI for Marketing capability - recruiting the team, building the IP and asset library, writing the GTM playbook, and co-leading the practice with 20+ senior MDs. Took the capability from concept to a USD 1Mn live client mandate within the first year. Recognized for exceptional contributions to building Accenture Global Network’s Gen AI capabilities Mentored and developed junior consultants and analysts across engagements spanning Etisalat, L'Oréal, Spotify, and Charter Communications - building their ability to navigate ambiguous client briefs, structure commercial hypotheses, and present to C-suite stakeholders. Recognised with the People Career Enabler award (Q2 FY23). Contributed to Accenture's global loyalty and marketing transformation thought leadership - sharing frameworks, case studies, and delivery playbooks across the Global Network to improve practice consistency and capability uplift across geographies.

Head - Loyalty and Redemptions at InterMiles (Jet Privilege Pvt. Ltd), Sep 2020 - Sep 2021 · 1 yr 1 mo, Pune District, Took ownership of the loyalty and redemptions P&L during a high-stakes period - post the exit of the program's main anchor partner (Jet Airways) - to lead full proposition redesign without disrupting a 10M-member base. Undertook initiatives to rebuild member trust and program relevance - growing the earn-active subscriber base by 50% and delivering 1Mn+ paid tier upgrades by introducing gamification, new ecosystem partners, and hyper-personalised communications. Improved redemption profitability by 10% by instituting a structured partner and segment review process - challenging the assumption that perceived member value and program margin are at odds, and designing a redemption catalogue that improved both simultaneously.

Business and Category Head at Ninjacart, Aug 2019 - Jul 2020 · 1 yr, Pune, Led a 50+ person cross-functional team - spanning sales, procurement, logistics, and operations - to own Pune City P&L and optimize on logistics cost and stagnating volume. Created clarity of ownership, introduced data-driven demand prediction, and minimizing wastage. Rebuilt the SKU and basket strategy from first principles - reducing active SKU count from 73 to 57 while tripling the daily active user base by focusing on fewer, better-matched products to drive stronger engagement than catalogue width. Delivered 200% tonnage growth and 300% profitability improvement - by optimizing costs and improving vehicle utilisation from 63% to 78% through structural route and load changes.

Head Of Growth Marketing, Smart Retail at Paytm, Oct 2018 - Aug 2019 · 11 mos, Noida, Joined Paytm Smart Retail at the zero-to-one stage and built the merchant growth playbook from scratch — defining onboarding strategy, loyalty programme design, pricing architecture, and merchant incentive structures across 20 cities simultaneously. Led the team to onboard 50K+ brick-and-mortar merchants in 7 months by creating clear go-to-market ownership by city and merchant category - becoming the 5th largest POS player in India with an 83% merchant retention rate through structured post-sale engagement To achieve our goals and become the biggest player in this segment, me and my team worked on the following: - Devised onboarding strategy, finalized plan pricing and designed loyalty programs for merchants across different categories - Drove in-shop and out-shop visibility and managed marketing spends on merchant incentive and rollback schemes - Ensured post sale engagement of merchants and drove stickiness by ensuring higher volume and value transactions - Drove overall net margin of business and tracked offer redemption rates to ensure minimal fraud and offer abuse

Senior Manager at Bharti Airtel, Jun 2013 - Oct 2018 · 5 y 4 mo, Pune

Education

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

B.Tech, Electronics and Communication, Visvesvaraya National Institute of Technology