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<pre>Array ( [var] => cut_url ) </pre> Resume for ankush B. for Executive Manager / Consumer Services in Mumbai, India. Search More Resumes for Executive Manager on Resumark.com #MXLR7U85Y
 

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Resume for ankush B. for Executive Manager / Consumer Services in Mumbai, India




Occupation: Executive Manager Industry: Consumer Services
Country: India City: Mumbai
State: Maharashtra ZIP: 400072



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ANKUSH B.
Mumbai
+
Career Profile
Strategic leader & creative problem solver offering extensive global experience in the all facets of customer
strategy including Strategy modeling, CRM/IT solutions design, Customer Life time value models, CRM &
Web analytics. Expert in building collaborative relationships, gaining buyin for new ideas, articulating
competitive value, exploiting new business opportunities. Equal success in launching of marketing
initiatives for new products / service introductions and product line revitalizations.
Worked on organization level strategies for driving customer experience models in different sectors of
businesses, Telecom, Consumer Goods & FMCG. Rich experience in multiple markets across Asia &
Africa & Latin America.
Expertise in customer centric management services Customer Life cycle management, Customer
Segmentation, Loyalty & Satisfaction management, Service Delivery models and Digital & Social media
strategy.
Professional Experience
Hindustan Unilever Ltd, Mumbai
Present
Global CRM Head Region: Asia, LATAM & Africa
Present
• Appointed to lead the entire strategy modeling & marketing effort around shaping the Customer
Relationship model for the Pureit turnover m+ USD brand globally.
• Responsible for global Customer Service strategy planning , operational management, business
solutions procurement, ecommerce/website operations, and customer service operations
• Responsible for the driving CRM analytics by developing customer segmentation, profiling in order to
support marketing campaigns and effectiveness of loyalty & retention campaigns
• Successfully implemented Web & Digital strategy thru designing campaigns, Ecommerce,
Social media, Mobile media.
• Designed & executed the Global CRM capability with Cloud CRM Netsuite for CRM & managing
business analytics. Designed hugely efficient lead management, Cross selling & retention programs
thru an integrated model for the category.
• Partnered with global vendors/agencies to work on emerging media/digital marketing technologies &
search engine marketing techniques to improve customer acquisition, engagement & marketing
channel management
National CRM Head Region: India National
• Conceptualized & deployed an integrated Customer Relationship Model for the business in
India from scratch. This business unit alone generates a turnover of over mn annually & also
manages over mn interactions every year.
• Directly managed a team size of Managers across the country to build a comprehensive consumer
relationship model for new product Pureit for the organization
• Designed and executed innovative IT driven solutions through CRM/IVR/SMS integrated service for
driving customer loyalty , speedy customer response times , large scale customer satisfaction
programs & Ecommerce lead sales
• Signification contributions by generating huge savings over % on operation running costs
by CRM lead initiatives
• Designed customer analytics to drive customer retention, up sell & cross sell programs. The referral
campaign through CRM contributed %% of overall sales consistently
• As the BusinessIT champion, worked with Netsuite CRM as the CRM/ERP partner for the category.
Entire networks were managed with continuous engagements with stakeholders leading to seamless
execution on the strategy
Sify Ltd
Manager Customer care Region: North India
The region was awarded the best performing region consistently for over achieving targets on customer
loyalty &retentions, and overall satisfaction.
• Launched the regional Customer care operations for the business
• Directly managed an overall team size of associates including team managers across the region
• Conceptualized lead generation projects for generating new consumer leads & referrals through
telesales and website
• Drive customer churnin campaigns to get consumers back into subscribing the service
• Worked with Customer Service head to develop strategies to drive retention among the Sify’s
customers
• Implemented programs to increase consumer loyalty & up selling of internet services to retail
consumers
• Increase revenue by implementing lead generation through telesales, customer referrals, cross sell
programs
• Created Business KPI scorecards and responsible for monitoring program effectiveness across the
nation
Territory Manager Customer Care Region: North India
• Lead the project of tracking retentions & churn for the Internet subscribers in the region. The region
was ranked the best region on account of low customer churn % and high up sell %
• Setup & managed operations of customer service for premium Internet caf‰ chain Sify Iway in the
region.
• Lead on ISO certification initiative for the region across years.
Assistant Manager Customer care
• Responsible for leading consumer connect & service operations for the region
Key Competence
Strategic Leadership
Designed business process, revenue generation & improvement
Demonstrated success in driving high impact process improvement programs that lead to increase in
customer satisfaction, profitability & competitive advantage in global environments
Creative & Analytical thinking
Digital Marketing Strategy Lead projects on digital/interactive/new media strategies, online lead
generation, Ecommerce, SEO/SEM, mobile apps & location based services
Developed business cases to exploit technology in line with the organization’s mission, objectives and
strategy
Customer Centric Management Services
Well versed with Customer Life Cycle Value Models
Customer segmentation, Customer Strategy, Change Management
Loyalty & Referral Services, Retentions programs & Churn Management
People Management
Proven strong consultation, interpersonal and influencing skills. Demonstrated team leadership skills.
Rewards and Recognition
• Awarded for aggressive & successful Customer Strategy execution for Global Markets by Unilever in
.
• Sify “Employee for the year” for superlative performance.
• Successfully lead ISO process certifications for Standards in Customer Service with Sify
Educational Qualifications
• Executive MBA PGCBM from XLRI, Jamshedpur.
• Diploma in Computer Applications & Software engineering
• Bachelor’s degree in Commerce from Delhi University.
Professional Qualifications
• Project Management Intermediate
• Six Sigma certified – CRM & business process reengineering
• ISO Quality Auditor for Service Standards
• ITIL V Foundation
Date of Birth April
References on request

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