---
title: "Suhair Zubair - Retention and CX Consultant in Mumbai | Tal"
description: "Meet Suhair Zubair, Retention and CX for D2C brands | What brings a customer back for the third order, or sends them to Amazon after the first | Building OpsRead | India and UAE based in Mumbai. AI stack includes anthropic apis, claude, and gemini."
image: "https://tal.club/meet/suhair-zubair/share-image"
---

# Suhair Zubair on Tal

## Headline

Retention and CX for D2C brands \| What brings a customer back for the third order, or sends them to Amazon after the first \| Building OpsRead \| India and UAE

## About

Most of my work sits in the stretch between a customer's first order and their third, which is where a D2C brand finds out whether it has earned the relationship or only rented it for a season\. I came into this from the shop floor\. I ran a physical toy store, then built CX and retention from the inside at toy, kids apparel and subscription brands, so I have spent close to a decade watching what makes a customer come back versus buy once and drift\. Today I work with D2C brands in India and the UAE on retention and customer experience\. It usually starts with a diagnostic of what customers do after their first order and why, and then moves into building the lifecycle journeys, support processes and reporting that follow from it\. I am also building OpsRead, a weekly report that reads ops and support data together, so an operator can see that a dispatch delay on Tuesday became a wave of where\-is\-my\-order tickets on Thursday\. If your repeat rate has plateaued and the reason feels unclear, I am always open to a conversation\.

## Location

Mumbai

## AI stack

anthropic apis

claude

gemini

notion

obsidian

openai

## Work experience

Retention and CX Consultant at Self Employed, Sep 2025 \- Present · 1 y 1 mo, Remote, I work with D2C brands in India and the UAE on what happens after the first order\. Engagements start with a retention diagnostic, reading order, support and customer data side by side to see where repeat behaviour breaks, and then move into building the fixes: lifecycle journeys across WhatsApp and email, support processes, and reporting that tells the team whether customers are choosing the brand or renting it\. Alongside client work I am building OpsRead, a weekly report that links ops movements to support outcomes for D2C operators\.

CX Lead at Nap Chief, Jun 2025 \- Sep 2025 · 4 mos, Mumbai, Maharashtra, India, \- Designed scalable CRM and retention strategy: Architected customer lifecycle journeys spanning onboarding, engagement, and retention using MoEngage and Niti AI, establishing playbooks for repeat purchase behavior and loyalty program mechanics\. \- Orchestrated omnichannel engagement system: Owned campaign strategy and execution across WhatsApp, Email, Web Push; implemented A/B testing frameworks that improved click\-through rates and conversion rate\. \- Automated operations and AI integration: Simplified Next\-Day Return \(NDR\) workflows and integrated AI\-powered tools \(Zendesk, Chatbase, ClickPost, Parth AI\) to automate customer service and support ticketing, reducing ops team workload by 3\-4 hours daily while improving response time\. \- Enabled team efficiency gains: Documented and operationalized CRM and retention processes, enabling seamless team scaling and onboarding

AM \- Growth and Relationship at the EleFant, Jun 2024 \- Apr 2025 · 11 mos, Mumbai, Maharashtra, India, I focus on building systems and processes that make our customer experience seamless and scalable while strengthening the emotional connection with our audience\. Here’s What I Do: • Build Scalable Systems: I design and implement efficient processes, including chatbot automation and streamlined customer support frameworks, to handle customer interactions effortlessly\. • Create Customer Journeys: I develop personalized journeys using WebEngage to engage customers at every stage, improving retention and overall satisfaction\. • Streamline Internal Communication: I simplify how teams communicate internally, ensuring smoother workflows and better collaboration\. • Shape the Brand’s Character: I created the character and backstory for “Ele,” our mascot, turning it into a relatable and engaging part of the brand’s storytelling\.

Customer Delight Officer at Ariro Toys, May 2022 \- Jun 2023 · 1 yr 2 mos, Chennai, Tamil Nadu, India, One man team handling 360 customer experience\. Ariro is a great brand to work with a niche target audience\. I set\-up and managed omni channel solutions\. Developed and implemented comprehensive CX strategies for pre and post\-purchase stages, resulting in improved customer satisfaction and retention\.

CS at Flo Mattress, Jan 2022 \- Apr 2022 · 4 mos, Mumbai, Maharashtra, India, This phase was what I would like to call, a crash course\. Getting to know about what's happening in the online space, how the customer interactions are like and what are their pain points\. I handled a lot of conversations, like a lot\. Learnt the process and systems, and the gaps in communication both internally and externally, to understand how it is affecting the overall experience\.

## Education

Bachelor's degree, Human Resources Development, SDM College of Business Management

Master of Business Administration \- MBA, Human Resources Management/Personnel Administration, General, DY Patil Institute of Distance Learning

[View the original profile](https://tal.club/meet/suhair-zubair)

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