Bilal Khan

Experience

• 

  Pakistan Mobile Communications Ltd

  Jun 2008 - Jul 2008

  Intern - Treasury Department - Financing Function
• 

  Procter & Gamble

  Feb 2012 - Sept 2013

  Supply Planner
• 

  Telenor

  Dec 2013 - Aug 2015

  Supply Chain Planning Executive [Sales & Distribution Planning]
• 

  Telenor Microfinance Bank Limited

  Sept 2015 - Jul 2017

  Pricing Analyst - Assistant Manager Pricing Strategy [Easypaisa]
• 

  Telenor

  Jul 2017 - Oct 2017

  Assistant Manager Business Planning [Sales & Distribution]
• 

  Careem

  Nov 2017 - Oct 2021

  Responsible for country operations that include the following functions; supply city ops, backend support ops, marketplace (customer pricing & captain incentives), customer & captain experience, food delivery merchant ops & performance functions. Team size 127 with 6 direct reports.::: Marketplace Performance :::- Balance customer demand and fleet supply to maximize fulfilment (conversion of booking attempt to completed rides)- Managed the budget for rider subsidies and supply/fleet incentives to stimulate demand and increase available hours for the fleet.- Made strategic pricing decisions considering overall business growth, competition, customer satisfaction, and fair earnings for riders.- Monitored key performance indicators (KPIs) such as customer trips, active customers, customer retention by segments, conversion rates, fulfillment rates, peak pricing, fleet utilization, and available hours.::: City Supply Operations :::- Planned and managed acquisition and retention strategies.- Oversaw incentive management and onboarding processes.- Owned supply budget for acquisition and subsidies.- Ensured supply experience and safety measures.- Monitored KPIs: supply acquisition and retention rates, safety initiatives.::: Backend Support Operations :::- Managed onboarding and data management for fleet/riders.- Coordinated with government authorities and conducted background checks.- Detected and addressed false ID creation requests.- Activated rider accounts on the platform.- Ensured compliance with regulations and fraud prevention.::: Food Delivery Operations :::- Supply Acquisition and engagement- Supply Performance- Merchant operations management- Merchant performance.::: Captain and Customer Experience :::- Improved customer ratings by addressing poor experiences.- Implemented educational programs and guidelines for fleet/riders.- Took actions, including blocking IDs, against riders with consistently low ratings. Show less Let country supply operations for Careem 1) Ride-hailing and 2) Food delivery business in Pakistan (team size 60 colleagues) with 06 direct reports.Supply Operations include 1) Acquisition and Retention Planning 2) Incentive Management 3) Onboarding & Training through third-party suppliers (franchises) 4) Supply Budget owner (acquisition and subsidies) 5) Supply Experience & Safety 6) Supply Safety Initiatives Food Delivery operations include 1) Rider supply management 2) Supply Performance 3) Merchant operations management 4) Merchant performance. Show less Headed a team of 40 colleagues for 04 cities, including 5 direct manager reports from various functions. The role was reporting directly to GM and was responsible for the entire business P&L of the markets in the region. Details below:- Performance / Growth Marketing: Managed customer subsidies budget & planning, growth hacking planning, and execution by analyzing different customer cohorts (optimizing campaigns to increase ROI and retention of customers). Also, lead localized brand campaigns in coordination with the central marketing team.- Channel Operations: Oversaw captain acquisition through franchises. Development of franchise network, franchise incentives & campaigns, responsible for franchise profitability.- Supply Growth: Managed overall supply, active riders, hours, segmentation, and retention.- Performance of Supply and Demand: Responsible for platform pricing of all car types, planning budgeting and execution of captains’ incentives and earnings, tracking of all marketplace KPIs- Captain & Customer Experience: Monitored KPIs such as low-rated trips, NPS, and captain blocking actions, and oversaw training and development of captains.- P&L Owner: Handled financial planning and budgeting, responsible for topline and bottom line.- Government Relations: Managed relations with government authorities.- People & Culture: Developed a high-performance and growth-oriented culture and teams, maintained 70+ employee NPS scores. Show less

  • Director of Country Operations [Ride Hailing and Food Delivery]

    Jun 2021 - Oct 2021

  • Head of Country City Operations [Ride Hailing and Food Delivery]

    May 2020 - May 2021

  • Operations (Senior) Manager [North Region]

    Jul 2018 - Apr 2020

  • Performance & Supply Manager

    Nov 2017 - Jun 2018
• 

  MEDZnMORE

  Oct 2021 - Aug 2023

  General Manager

  As the General Manager at MEDZnMORE, I have played a key role in scaling our nationwide operations. Our D2C platform encompasses both e-commerce and a network of physical stores:1 - Tabiyat.pk (https://tabiyat.pk/) is our online pharmacy offering q-commerce solutions for wellness products and medicines. Currently, we are active in Karachi, Lahore, and Islamabad, with dedicated dark stores ensuring seamless delivery. 2 - Our Retail Healthcare Hubs consist of 30 physical locations, including pharmacies and clinics. With successful funding of $14 million, we continuously strive to enhance healthcare in Pakistan.In my role as GM directly reporting to the Founder, I oversee the following areas with a team of six direct reports:1: Fulfilment Operations- Manage warehouse operations (inbounding, picking, packing, dispatching)- Oversee delivery operations (cost per order, delivery SLA)- Supervise fleet and riders operations (acquisition, performance)2: Commercials- Handle stock and inventory planning (10,000 SKUs)- Set pricing strategies (customer discounts, incentives)- Manage purchasing and procurement of inventory3: Retail (Stores) Operations- Ensure smooth branch sales and operations4: Marketing & Demand Management- Budgeting and planning for digital ads- Execute local offline marketing initiatives- Monitor key performance indicators for e-commerce customers (retention, segmentation)5: Government Relations / Regulatory Compliance - Liaise with medical and drug regulators for licensing purposes6: Business Expansion and P&L- Successfully launched business operations in Islamabad and Lahore- Overall responsibility for business operations' P&L in relevant cost centers- I am proud to contribute to MEDZnMORE's growth and look forward to driving further success in the healthcare industry. Show less

• 

  TruDoc

  Nov 2023 - now

  Director Retail (Head Pharmacy Business)

  Responsible for setting up the pharmacy vertical (retail business along with delivery operations) from scratch and managing the overall pharmacy business (P&L). Key Functions: Commercial Planning (Inventory management), Procurement Operations, Insurance Operations, Retail Branch Operations and Sales, Last Mile Operations for Home Delivery, Business Expansion, and Tech Product Development related to the vertical.