Headline

Product, Strategy, Program & Growth | Ex-(Flipkart, Cleartrip) | MBA FMS(Delhi) | Continuously improving

About

Mobasshir has an MBA from FMS, Delhi and a rich 6+ years of professional work experience across Flipkart group of companies & Accenture Strategy & Consulting working on diverse projects, across different teams, borders and industries driving business growth, system improvements and efficiencies. His range of experience spans across product, strategy, CX, category, supply chain and operations having worked for both 0-1 startup roles as well as for mature organizations He is currently part of Accenture Strategy & Consulting (global network capability) solving CX strategy & capability problems for global companies across utilities, premium beauty retail, real estate and defense working directly with global CXOs and leadership teams to drive results. Earlier he started his journey with hands on people management 0 to 1 projects across Cross Border Trade at Flipkart (driving process and team setup, product enhancements & cost efficiency), GST Invoice launch unlocking whole set of new customer base for Flipkart and Flipkart Wholesale (loyalty program and establishing sales team and their analytics and L&D tracks). He also worked across mature categories like Large Appliances driving speed and inventory side projects like inventory planning, zonal scheduling, same day and next day product delivery and installation as well as working in 1 to 10 roles like driving cleaning & lighting category topline revenue and ads share growth through account management of top 30% GMV contributing sellers. Launching industry first product exchange for pressure cooker and gas stove was also one of the top projects driven by him. Post that he has also worked for 3 years as a people leader in customer experience strategy and product role driving both contact centre automations as well as customer side product launches like Chatbot. He was responsible for setting up product vision & roadmap for the CX business unit to drive bottom-line efficiencies all the while improving customer experience.

Location

Bengaluru

AI stack

claude

Work experience

Management Consultant - CX Product Strategy & Digital Transformation at Accenture Strategy & Consulting, Aug 2025 - Present · 1 yr 1 mo, Bengaluru, Karnataka, India, Working with global clients to define their product strategy & build roadmaps for digital transformation​ - Revamping CX support channel (Chat & Voice) for a global luxury retail client (20+ brands) present across 5 continents, 10+ languages & 200+ TFNs as part of a $XXMn CCaaS transformation initiative Enabling retail client’s globally consolidated self-serve via Amazon Connect backed GenAI based Conversational Virtual Assistant for customers & Agent Assist capabilities for agents to reduce contacts by 40% through detailed product discovery, design & implementation ​ - Led a team of 4 to create a telephony & notification revamp roadmap for US Utilities client (using Genesys) to reduce HC by ~25% over 2-year period via IVR, call intent, FCR, Repeat & AHT analysis Created a cost benefit matrix across people, process & technology for the utility client to enable prioritization & implementation across IVR, proactive notifications & website automations - Developed business case model for a Riyadh based real estate client for a Sales Operation Solution via CRM Transformation improving revenue by $250Mn and cost by $25M over a 5-year horizon - Benchmarked industry KPIs for a defense client to unlock ROI from CRM implementation

Senior Manager - Strategy & Product (CX) at Cleartrip, Oct 2023 - Aug 2025 · 1 yr 11 mos, Bengaluru, Karnataka, India · Hybrid, Product manager at Cleartrip for designing, launching & scaling Chat capabilities for >1 Mn MAU. Aim was to deflect customer queries through bot, make Cleartrip a chat first organisation & minimizing human intervention requirement for customer queries Setting up & driving customer support team’s omnichannel product roadmap through customer's and agent’s pain point mapping, user requirement definition & product development. Reduced bottom-line CX cost by 11%+ in FY24 by strategic tech investments & agent side optimisation Managing a team of 4 for Salesforce side development, optimizations & automations to improve CRM ticketing & routing capabilities. Optimised data storage architecture & space requirement by ~45% YoY Responsible for driving process and tech excellence for hotel and payments POD. Drove reduction of hotel service denials by 90% and payments related customer contacts by 20%. Reduced losses by customer frauds by ~2 INR crore & also led to operational efficiency by another ~3 crore INR

Manager - Strategy & Product (CX) (Hotel, Buses, Payments, Offers & NBI) at Cleartrip, Aug 2022 - Sep 2023 · 1 yr 2 mos, Bengaluru, Karnataka, India · Hybrid, Responsible for managing customer experience (strategy & excellence) for Hotel, Buses & new business initiatives. Also managing customer experience for payments & refunds & all offers on Cleartrip and Flipkart Travel - Improved 2 hour hotel check-in related contact closure from 25% to 90% - 10% reduction in overall Cleartrip customer contacts - CX executive led cross selling to customers for bringing incremental ~5 crore GMV per year - Launched Buses with customer centric policies leading to 80%+ issue closure in 2 hours & 90%+ closure in 24 hours with ~43% contact reduction within 2 months of launch - Restructured & simplified offer constructs communication to customers resulting in 75%+ customer contact reduction & improved experience

Manager - Growth (Home) at Flipkart, Jan 2022 - Jul 2022 · 7 mos, Bengaluru, Karnataka, India, Responsible for identifying customer pain points & pre/post purchase needs to come up with potential value added service offerings for HouseHold and HomeImprovementTools category customers - Launched Product Exchange for pressure cooker and gas stove verticals leading to ~5% incremental annual GMV - Launched Extended Warranty for HomeTools leading to bottom-line improvement

Category Manager - Cleaning & Utility Lighting (Marketplace) at Flipkart, Jul 2021 - Jul 2022 · 1 yr 1 mo, Bengaluru, Karnataka, India, Responsible for managing 300cr+ annual revenue category of cleaning & lighting - Improved unbranded market share against competitor for the clusters - Led pricing & selection improvement tracks for the super-category against upcoming competitors - Responsible for ensuring inventory buildup for festive sales (TBBD'21) as per demand plan - Understood user journey & user demand to develop category landing page for Cleaning cluster basis category & customer nuances

Program Manager (Large Appliances - Speed Projects) - Management Trainee at Flipkart, Jan 2021 - Jun 2021 · 6 mos, Bengaluru, Karnataka, India, - Worked across different supply chains improving inventory placement, SLA & NPS - Managed different speed improvement projects like 24hr delivery (130% increased conversion), D0 delivery & Hyperlocal (Quick) for Large Appliances - Managed platform serviceability 65% D0 closures), aided in network expansion & worked on reducing returns & cost for high SLA orders - Improved delivery SLA by 33% for small appliances, helped scaleup Ekart to 25% more pincodes for large appliances

Founding Member - FMS Toastmasters at Toastmasters International, Jun 2019 - Mar 2020 · 10 mos, Greater Delhi Area

Sergeant at Arms/ Logistics Manager - FMS, Delhi at Toastmasters International, Jun 2019 - Nov 2019 · 6 mos, Greater Delhi Area

Management Intern at Flipkart, Apr 2019 - Jun 2019 · 3 mos, Bengaluru Area, India, Responsible for creating an E2E cataloging process for Cross Border Trade in Flipkart Marketplace by doing competitor benchmarking, creating SOPs & running proof of concept. Successfully did a proof of concept, made scalable cataloging process & scaled productivity by 6x at 70% cost efficiency Strategized long-term product strategy for scaling up the business & received a Best Intern award & Pre Placement Offer for the work from the CHRO

Education

Master of Business Administration - MBA, Operations and Strategy, Faculty of Management Studies - University of Delhi

Bachelor of Technology (B.Tech.), Mechanical Engineering, Netaji Subhash Engineering College

Public links

medium: https://medium.com/@mobasshir22