Headline

CRM @ Solus.ai | Landmark group | Airtel | IIMC 20 | IIEST 17

About

MBA (IIM Calcutta) with 6+ years leading CRM, lifecycle marketing, and customer success for SaaS and retail brands. Leads cross-functional teams and enterprise client relationships, using data and AI to turn retention into measurable revenue growth.

Location

Bengaluru

AI stack

claude

lovable

notebooklm

Fireflies.ai

Work experience

Associate Director at SOLUS.ai, Aug 2024 - Present · 2 yrs 3 mos, Bengaluru, Associate Director - Customer Success, CRM and Analytics • Head the delivery unit overseeing CRM/loyalty strategy, execution, and measurement for enterprise clients across BFSI, retail, hypermarket and QSR, managing INR 5 Cr ARR. • Lead a cross-functional CS and engineering team of 8, driving client satisfaction, retention, and account growth, reporting directly to CEO. • Own end-to-end enterprise client relationships for 12 brands, delivering incremental revenue (up to 7%) while acting as strategic advisor to C-suite stakeholders. • Partner with product, sales, and engineering teams to deliver tailored AI-driven CRM solutions aligned to client business objectives. • Built playbooks/SOPs for lifecycle campaign execution, and QBR cadence across the portfolio, improving delivery consistency and giving stakeholders clear visibility into CRM performance. • Built a scalable CS operating model (team structure, KPIs, escalation paths) that lifted NPS by 15% and held gross revenue retention at 98%.

DGM, CRM and Analytics at Landmark Group, Jan 2023 - Jul 2024 · 1 yr 7 mos, Bengaluru, Karnataka, India, SPAR Hypermarket India • Lead a team of 2 to deliver ~3.5% overall incremental revenue using strategic customer lifecycle campaigns. • Own and deliver key customer metrics like retention, win-back, frequency etc through campaigns, Used omni channel communications (WhatsApp, SMS, push etc) and customized offers to reduce churn by 5%. • Implemented test/control methodology & ROI analysis to optimize outbound campaign performances. • Periodically analyze millions of data points to create summarized and actionable dashboards to present to leadership team. • Utilized advanced data analytics models to improve customer segmentation for campaign targeting and market basket analysis for offer recommendations which resulted in improvement of ROI by 10%. • Analyze, monitor and drive key business KPI metrics and take corrective actions whenever required. • Liaise with top research firms in India to conduct formal market research to understand and solve multiple business problems.

Manager at Bharti Airtel, Dec 2021 - Jan 2023 · 1 yr 2 mos, Bengaluru, Karnataka, India, Finance and SCM Manager Responsible for end-to-end financial and P&L management for Karnataka circle. In charge of monthly reporting, analyzing and forecasting circle Revenue, OPEX and EBITDA. Regularly taking financial data backed business decisions on launching new sales incentive schemes, new mobile tower deployment or GTM strategies. Created a tool to enhance the current sales payout system from manual to partially automated one using VBA/SQL. Ensure and report adherence to strict circle compliance (process, financial and strategic) by all teams and take corrective actions in case of any lapse. Manage days in inventory and reorder point for SIM stocks and efficiently distribute them circle-wide using hub and spoke model. Maintain lean CWIP for network warehouse and oversee logistics and operations

Assistant Manager at Bharti Airtel, May 2021 - Dec 2021 · 8 mos, Bengaluru, Karnataka, India, BPA Analyst

Young Leader Program at Bharti Airtel, Sep 2020 - May 2021 · 9 mos, Gurugram, Haryana, India, Finance: Created a framework to calculate differential operating cost incurred per GB of internet capacity addition to gain strategic insights for network expansion. Prepared a business requirement document and technical flow chart to implement significant modifications on existing financial software. Supply Chain: Worked on implementation and pilot run of circle wide App based reverse logistics and inventory management system. Sales: Worked as a Area sales manager for prepaid sales and handled 3 field resources with direct responsibility of resource planning and daily target achievement.

MBA Summer Intern - Corporate Finance at Bharti Airtel, Apr 2019 - May 2019 · 2 mos, Gurgaon, Haryana, India, Received Pre-Placement Offer for exceptional performance during internship on a project titled “Cash flow Automation”. Developed and implemented a tool using VBA/Excel that automated cash flow preparation process (overall and segmented) using balance sheet and P&L system reports.

Business Operations Associate at ZS, Sep 2017 - Jun 2018 · 10 mos, Pune Area, India, Analyzed high volume data using SQL/VBA to provide strategic insight to client Developed 8 VBA tools to simplify day-to-day operations which reduced $130,000 in annual client billing & saved 2500+ man-hours/annum Created multiple Tableau dashboards for client with live database connection. Analyzed 150 Mn data rows to devise sales-marketing strategy & carry out annual compensation of $750 Mn

Education

Master of Business Administration - MBA, Indian Institute of Management, Calcutta

MBA - semester exchange, MBA, FGV - Fundação Getulio Vargas