PROFILE SUMMARY
Adept in establishing and managing Large turnover Operations, and leading large cross-functional teams.
Extensive experience in business development, customer service management, and CRM in companies like Eureka Forbes, Hindustan Unilever limited (HUL), General Electric(GE) , Godrej & Boyce Mfg. Co Ltd (Godrej), Ingersoll Rand.
EXPERIENCE HIGHLIGHTS
Eureka Forbes : CEO - Service and CRM
- growth boost for the channel P&L , improved GM by 800 basis points.
- Business Transformation 1.0 executed with perfection
- ops converted to digital completely.
- improved CX by NPS improvements from 32 to 60 +
- introduced more advanced dynamics CRM in a very large field ops.
- transformed the organisation structure to focus on customer.
Unilever Global : Director
1. Strategised and set up the CRM system for brand PUREIT with on ground service operations for brand Pureit in India, China, Indonesia, Malaysia, Bangla dish, Sri Lanka.
2. set up the full CRM system for BLUEAIR in China and further replicated in 63 countries.
3. piloted the full launch of IOT based subscription model for Pureit water purifiers in Indonesia.
HUL - Leadership Team India ops for PUREIT , Director
1. SET up the full service ops structure in India
2. implemented end to end CRM system
3. driven the GTM for filter sales with growth over 300% in 5 years.
4. responsible for introduction of first time electrical RO devices in the HUL history.
5. responsible for the core team to introduce RO and UV electrical devices.
Godrej and Boyce. Leadership team. GM
1. Setting up of the franchise model.
2. Implementation of new CRM package.
3. setting up a business channel for spares parts management and revenue.
4. dismantling company warehouses and appointing C&Fs.
5. branded service ‘ smart care’ introduced.
GTM : setting up direct to customer digitised operations .
CX : strategise and execute large CRM processes to drive NPS , and CX.
Ops : run CX and Revenue thru streamlined digital operations.
Product development & quality : strategise the way ops helps to build new products and better quality thru customer experience studies.