Experience

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  Digital driftwood pvt ltd

  Apr 2015 - Jul 2015

  Client servicing intern

  Worked there as a part of Summer Internship Program. Key responsibilities included; Understanding the client briefs, doing various competitive analyses, preparing sketch designing mobile app wire-frames and preparing advertising campaigns for the clients.

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  Justdial

  Jun 2016 - Oct 2016

  Relationship manager

  Key Roles: On Field Sales | Appointment Sales | Cold Calls- Marketing JD Omni (Just Dial's Business Management Tool) among new prospects and existing clients.- On-field direct sales through appointments and lead generation through on-field cold calls.- Activation an training of new clients’ licensed JD Omni

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  Cafe coffee day

  Nov 2016 - Mar 2018

  Senior executive - e-commerce merchandise

  Key Roles: E-commerce business handling | Consumer Research | Product Testing | Marketing | CRM | Operations- Overview - Maintaining and developing the e-commerce business division for retailing Coffee Day merchandise & services online.- Consumer Research - Conducted consumer research with the product development team and coordinated to get the new products & categories on-board for eshop. Helped design the focus group discussion for CCD’s new energy drink ‘Storm’, and closely worked with the moderator, as a note taker in all the FGDs conducted during the research.- Helped conduct tasting sessions for tea infusions, makhana and fruit juices to evaluate and understand the most preferred flavours.- Marketing - Developing monthly marketing plans, sales and promotion strategies (Discounts and offers), for online and offline campaigns, specifically for the merchandise products of Cafe Coffee Day.- CRM for eShop - Servicing high order clients and managing a team of customer care executives to address customer concerns to ensure resolution of issues in a timely manner for the eShop of Cafe Coffee Day.- Other operations include order processing, ensuring smooth delivery mechanism and inventory control (Indenting and allocation). Account head for 3rd party vendors like BigSmall, Untame and Hot Muggs. Initiating 3rd party tie-ups with leading online market places like Amazon, Flipkart, Paytm, etc. to open up alternate selling channels for Coffee Day merchandise Show less

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  Kantar

  Mar 2018 - Feb 2021

  Research manager (qualitative), insights division

  Key Roles: Analysis and report writing | Project management | Moderation and conducting Fieldwork | Client Servicing | End-to-end Project HandlingResearch experience:- Client servicing (as support for the initials and as SPOC for the later projects of the tenure)- Simultaneous Management, Data Analysis and Report Writing- Gained experience in different kinds of research – Creative evaluation (from ideation to final execution), Consumer Decision Journeys, Triggers and Barriers, Segmentation studies and other Exploratory studies- Development of recommendations, presentation of study findings Show less

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  Questionpro

  Feb 2021 - Nov 2023

  Customer success manager - research and insights

  Key Roles: Onboarding clients and conducting trainings | Customer Relationship Management | Renewals/Retention | Executive Business Reviews | Need based custom solutioning | Crisis ManagementManaged a total of 60+ accounts during the entire tenure totalling up to $1M in revenue with responsibilities that include:- Taking ownership of a complete Client lifecycle including - Onboarding, Trainings, Retention and Expansion, andadvocating the QuestionPro services – all of it with an objective to aid the clients with easy tool adoption and strengthen the relationship.- Conducting Executive Business Reviews to understand - Feedback of the tool and service, Set goals for the year,Present new feature launches and Identifying possible growth and expansion opportunities.- Ensuring the adherence to SLAs, and Key Metrics according to the organization’s expectations and objectives.- Consistent knowledge building on product, market, and competition to be able to deliver value when clients reach out - including that of strategizing the basics of research, handling audience while data collection happens and helping with reporting.- Serving as a primary escalation contact to ensure effective redressal of customer grievances during red level crisis. Show less

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  Kantar

  Dec 2023 - now

  Senior account manager (qualitative), insights division