Gaurav Gaba

Experience

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  MakeMyTrip

  Sept 2015 - Jul 2019

  Deputy Manager - Hotel Booking Centre's Leading Cross functional teams• Leading team of 16 and spearheading cross-functional collaboration with revenue and business. • Responsible for driving business for 14 cities (North & East)• Maintained a +ve P&L on operational basis • Piloted offline to online project which is now present in 42 cities.New initiatives - Analytics and business development• Spearheaded 18% MOM growth for budget hotels by converting offline customers to online by hotel bookings centers by creating a network of agents.• Identifying opportunities for campaigns, services, and distribution channels that will lead to an increase in sales.• Using knowledge of the market and competitors, identifying and developing company’s unique selling propositions and differentiators. Show less Assistant Manager - Exclusive SupplyLeading Cross functional teams• Leading team of 3 and spearheading cross-functional collaboration with revenue and business. • Collaborated with 1000+ hotels to form an umbrella of value+ (against other budget chains such as OYO, Treebo, Ginger etc.)New initiatives - Analytics and business development• Spearheaded 268% YOY growth for value+ brand vis-à-vis 116% for non-value+ . • Streamlined 1500+ quality checks, standardizing operations and audit methods. • Enhanced NPS (Net promoter score) by 7% per month (feat achieved within 2 months of on boarding), via infographics and analytics consultation.Assistant Manager - Hotel Supply• Building relationships with new as well as existing clients.• Identifying potential clients and key decision makers within the client organization.• Handling client objections by clarifying, emphasizing agreements and working through differences to a positive conclusion. • Presenting new products and services and enhancing existing relationships.• Responsible for cross selling and upselling.• Working with technical staff and other internal colleagues to meet customer needs.• Arranging and participating in internal and external client debriefs.• Attending industry functions, such as association events and conferences, and providing feedback and information on market and creative trends.• Identifying opportunities for campaigns, services, and distribution channels that will lead to an increase in sales.• Using knowledge of the market and competitors, identifying and developing company’s unique selling propositions and differentiators.• Submitting weekly progress reports and ensuring data is accurate.• Forecasting sales targets and ensuring they are met.• Tracking and recording activity on accounts and help to close deals to meet the targets. Show less

  • Deputy Manager - Strategic Initiatives

    Apr 2018 - Jul 2019

  • Assistant Manager - Exclusive Supply || Hotel Supply

    Sept 2015 - Mar 2018
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  Swiggy

  Jul 2019 - Dec 2021

  Brand Creation & GTM execution •Identifying new opportunities for brand creation using internal data and consumer research. •Design the brand GTM and scale-up for new categories by finding potential areas for launch and working with cross-functional teams for seamless execution.• Implementation of visibility plans to improve brand’s discovery on app Defining brand success metrics by understanding the platform environment and category performance. • Formulation of pricing strategies and their implementation Profitability & cost management, working closely with the Operations and SCM teamPerformance management & delivering on CX • Daily analysis of brand performance (Orders, new user conversions, repeats, ratings, complaints etc.) and understanding the factors impacting the key metrics. •Understanding consumer preferences and leveraging category data to arrive at areas of optimization for the brand. •Regular tracking of consumer feedback and identifying means to improve the overall consumer experience. Show less

  • Senior Manager - National Brands

    Apr 2021 - Dec 2021

  • Manager - National Brands (Strategic Partnerships)

    Jan 2021 - Mar 2021

  • Manager - Virtual Brands

    Jul 2019 - Dec 2020
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  Flipkart

  Jan 2022 - now

  Senior Manager - Strategy & Business Transformation

  Leveraging expertise in data analysis, customer experience optimization, and process improvement, I help my organization to reduce returns, mitigate losses, and streamline its cost of doing business.Key Skills:Returns Analysis and Data InsightsCustomer Experience OptimizationProcess Improvement and StreamliningCollaborative Problem SolvingExperience:Returns Analysis and Data Insights:Conduct a thorough analysis of return data, identify patterns, and determine root causes of returns.Utilize advanced data analytics tools and methodologies to extract meaningful insights and actionable recommendations.Collaborate with cross-functional teams, including Customer Service, Operations, and Product Development, to address the underlying issues contributing to returns.Customer Experience Optimization:Identify pain points in the customer journey and develop initiatives to resolve them.Collaborate with the catalog team to optimize product listings, descriptions, and imagery to ensure accurate representation and minimize customer dissatisfaction.Process Improvement and Streamlining:Streamline return processes to reduce complexity, eliminate bottlenecks, and enhance efficiency.Implement innovative solutions, such as automated return labels and self-service return portals, to expedite the return process and improve customer satisfaction.Facilitate regular meetings and performance reviews to address concerns, identify improvement opportunities, and ensure alignment on returns reduction goals.Provide regular reports and updates to senior management on returns reduction progress, highlighting successes, and proposing further improvement strategies.Monitor industry trends and emerging customer needs to proactively identify potential return drivers.Stay up to date with evolving e-commerce platforms, policies, and regulations to ensure compliance and minimize returns related to external factors. Show less