Headline

Business & AI Transformation Leader | Commercial Strategy | Customer Experience | Revenue Growth | Operations & Capability | Global Markets| Vipassana Practitioner

About

I’m a Business and Transformation Leader with 15+ years of experience across commercial growth, customer experience, operations, SaaS-led engagement, learning, and capability building. My experience spans Accor Hotels, TLC DigiTech, Urban Vault, and ZEISS, working across B2B and B2C environments and leading teams and markets across India, Malaysia, Australia, and New Zealand. I’ve built and scaled teams, sales and service operations, customer engagement programs, and capability frameworks from the ground up. My work has consistently focused on connecting people, processes, technology, and customer experience to measurable business outcomes — whether that means improving conversion, increasing customer retention, strengthening productivity, or building scalable operating models. At ZEISS, I work within ZEISS VisioGen, an AI-powered patient engagement platform for ophthalmology clinics. The platform uses conversational AI, grounded in each clinic’s own knowledge base, to engage patients 24/7, with responses reviewed by ZEISS optometrists. The goal is simple: respond faster, convert more patient inquiries into consultations, reduce operational effort for clinics, and create a stronger patient experience. My current focus includes business transformation, AI adoption, operational readiness, capability building, quality, performance, learning technology, and building scalable systems that support business growth. I’m particularly interested in the intersection of AI, customer experience, commercial operations, and people capability — and in turning new technology and business ideas into practical, scalable ways of working. Across my career, I’ve worked across: • Business & Operations Transformation • AI Adoption & Digital Transformation • Commercial Growth & Customer Experience • Revenue & Customer Retention • Sales & Service Operations • Learning & Capability Strategy • Performance & Quality Management • Customer Engagement & Lifecycle Marketing • Strategic Partnerships • Multi-market Team Leadership At the core of my work is a simple belief: good strategy only creates value when people, processes, and technology come together to execute it well.

Location

Bengaluru

AI stack

claude code

claude

gemini

ChatGPT

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Work experience

Senior Manager at ZEISS VisioGen, Jun 2026 - Present · 5 mos, Bengaluru, Driving Learning, Capability, Operational Readiness and Business Transformation for ZEISS VisioGen, an AI-powered patient engagement platform for ophthalmology clinics, enabling 24/7 patient engagement, faster lead response and higher consultation conversion. Business & Capability Transformation • Own the L&D and capability roadmap aligned with business priorities, operational goals, product evolution and growth. • Partner with senior leadership, Operations, Quality, HR and business stakeholders to identify capability gaps and build scalable solutions. • Build repeatable capability and operating frameworks to support business scale and expansion. AI & Digital Adoption • Drive adoption of AI-enabled tools and digital learning solutions, enabling teams to integrate technology into daily workflows. • Lead LMS and digital learning initiatives to centralise knowledge, strengthen onboarding and governance, and improve learning analytics. Operational Excellence & Quality • Drive operational readiness, process adherence, quality, productivity and customer experience through standardised processes, performance frameworks, root-cause analysis and continuous improvement. • Translate operational gaps into targeted coaching, learning and performance improvement initiatives. OD Capability & Performance • Lead structured onboarding and learning journeys for ZEISS optometrists supporting VisioGen’s patient engagement model. • Drive assessments, readiness tracking, coaching, calibration and performance improvement to strengthen role readiness and service quality. • Build capability frameworks connecting learning to operational performance and customer outcomes. Business Transformation • Build scalable learning, knowledge and performance systems that support growth and reduce manual processes. • Partner across functions to create repeatable ways of working, strengthen capability and improve operational efficiency.

Cluster Head at TLC DigiTech Pvt. Ltd., Dec 2024 - May 2026 · 1 yr 6 mos, Bengaluru, Leading business operations, revenue growth, and partner success for a portfolio of loyalty and customer engagement programs, with full ownership across commercial performance, operations, technology adoption, and strategic partnerships. Key Responsibilities & Impact: Own end-to-end business performance for 9 loyalty programs, with full P&L accountability across revenue, profitability, customer retention, and operational delivery Lead strategic B2B partnerships with premium hospitality brands including The Leela, Marriott, and ITC Hotels, driving growth, partner engagement, and long-term value creation Drive SaaS platform adoption and utilisation across partner programs to improve customer engagement, recurring revenue, and program performance Lead technology integrations including POS connectivity, CRM synchronisation, and Google ecosystem integrations to create seamless customer journeys and operational efficiency Own end-to-end onboarding of new hotel partners from commercial closure and stakeholder alignment through implementation and go-live execution Drive adoption of AI-led productivity tools across sales and customer success functions to improve decision-making, efficiency, and execution speed Lead cross-functional teams spanning operations, partner success, sales enablement, and implementation to deliver scalable business outcomes Build operating rhythms, governance frameworks, and performance dashboards to ensure predictable execution and growth

Head - Customer Success & Operations at Urban Vault, Jun 2024 - Dec 2024 · 7 mos, Bengaluru, Karnataka, India, Customer Success: Lead the team in delivering proactive support and effective issue resolution to ensure high customer satisfaction. Develop and implement personalized success plans to enhance customer retention. Facility Management: Ensure the efficient operation and upkeep of all facilities to create a safe and well-maintained environment for clients. Oversee housekeeping, security, and general building maintenance to maintain high standards across all properties. Technical Management: Address and resolve technical issues within the building infrastructure, ensuring smooth day-to-day operations. Collaborate with the technical team to implement preventative maintenance and swiftly handle any urgent technical concerns. UV Academy: Develop and lead training programs to upskill employees, enhancing their professional development and aligning with company goals. Encourage continuous learning and growth through structured educational initiatives across all departments. As the Head of Customer Success, Operations & UV Academy at Urban Vault, I focussed on driving key initiatives to ensure company's growth and success.

Country Manager - Malaysia & International Sales at Accor Plus, Apr 2023 - Jun 2024 · 1 yr 3 mos, Bengaluru, Karnataka, India, Sales Leadership: Develop and execute sales and market expansion strategies to achieve revenue targets. Lead a team of 60 sales consultants across India, Malaysia, Australia, and New Zealand. Motivate the team through performance reviews, goal-setting, and fostering a collaborative culture. Client and Partner Relations: Cultivate strong relationships with clients, stakeholders, and partners as the primary point of contact. Ensure customer satisfaction and maintain a high standard of service delivery. Performance and Strategy: Monitor and report on sales performance and provide strategic insights for decision-making. Manage budgets effectively to align with business goals. Retention and Loyalty: Drive member retention initiatives by analyzing trends and addressing customer needs. Design and execute targeted campaigns to enhance loyalty and reduce churn. Cross-Functional Collaboration: Work closely with finance, marketing, customer service, and product teams to deliver a seamless and data-driven member experience. Key Achievements: Successfully set up the first international sales office for Accor Plus. Delivered consistent results by driving growth across multiple regions. This role was centred on leadership, strategy, and delivering exceptional customer and business outcomes.

Head - Member Retention, India, Malaysia & Business Support Services at Accor Plus, Mar 2020 - Apr 2023 · 3 yrs 2 mos, Bengaluru, Karnataka

Regional Manager - Member Retention, India at Accor Plus, Jan 2019 - Feb 2020 · 1 yr 2 mos, Bangalore

Program Manager - Karnataka at ITC Hotels Limited, Jan 2011 - Apr 2013 · 2 yrs 4 mos, Bangalore, Led the membership business for ITC Hotels’ Culinary Plus program across Karnataka, with full ownership of sales performance, renewals, team capability, and revenue delivery. Key Contributions: Managed end-to-end membership sales and renewal operations for ITC Hotels’ loyalty/membership business in Karnataka Consistently delivered against revenue targets and budget commitments, driving strong commercial performance Achieved the highest renewal rate nationally, demonstrating strong customer retention and lifecycle management Successfully rebuilt and stabilised the sales team, improving performance, engagement, and execution capability Strengthened sales discipline through structured coaching, performance management, and process rigour Drove customer acquisition while balancing retention, renewal conversion, and long-term membership value Partnered closely with hotel leadership and operational teams to align membership performance with broader business goals Built a culture of accountability, execution excellence, and customer-centric selling