WORK EXPERIENCE

• Data-driven approach to project prioritisation and execution was adopted with the implementation of an ML system to analyse customer feedback.

• Weekly leadership reviews were conducted with insightful reports on NPS, Customer Sentiment, customer support call volume pareto, etc. 

• Manage influencer relations with routine catch-ups to align with their perspectives. 

• Established a closed-loop product development system where customer feedback is translated to requirements and drove them through to execution. 

• Product strategy and roadmap was defined, gaps and opportunities for improvement were identified, and customer feedback was translated into stories/requirements. 

• Working on building an in-house video production team to scale the instructional video production capacity. 

• Managing customer success at scale. Online community for solar adoption and sustainable living was established using Salesforce CRM platform, growing to 400,000 active members in less than 3 years. 

• Organisational culture of expressiveness in public forums and communities was cultivated, community engagement was driven to build brand advocacy and recall. 

• The community and knowledge repository helped reduce incoming customer support calls by over 1000 customer support calls per week. 

• Content production strategy was developed for expanding into EMEA region. 

• Strategic rebranding of digital content was undertaken to build brand equity. 

• A global digital marketing team was set up to ensure content quality across geographies and languages. 

• Manage all public communications on social media channels. 

• The global knowledge repository was managed and a best practices guidelines was defined for SEO and web content publishing. 

• Identified early stage leads and funnelled them into the lead conversion journey for nurturing.

Huawei

• Manages the online sentiment of the brand and take corrective actions to align the brand message appropriately.

• Established a feedback communication channel between the product team and the customers.

• Be the voice of the customers within the organisation and drive a customer centric product development culture within the organization.

• Implement a Machine Learning based system to identify the user concerns and accordingly delegate for appropriate corrective action

• Coined the Hashtags #HonorImpressions and #EMUIMoments

• Manages the global social media portfolio of the brand EMUI.

• Plan and execute product launches on multiple digital platforms including live posting along with product launch by Brand CEO.

• Formulation of the brands global marketing strategy.

• Set-up and grew the brands Instagram channel and also optimised the Youtube Channel to receive a week-on-week growth of up to 50%.

• Manage search marketing campaigns for the eCommerce platform of Huawei India.

• Defined a keyword strategy and planned the Digital marketing plan across all Google Ad Formats.

• Established an Online Community of users who use clients’s product by strategically leveraging the various social media channels of the brand.

• Handled digital campaigns for multiple product launches both at international and national levels.

• Manage international marketing spends across digital platforms

• Contributed in all aspects of brand building including creation of video and visual content all the way up to acting in the brands commercial video. (https://www.facebook.com/watch/?v=1405585382792333)

Other Projects

UX and digital strategy for a leading cosmetics company

• Consulted with Estee Launder to define a unified website design for all the regions they operated in.

• Defined the scaling strategy to allow them transition from their legacy pages.

Helped a leading toys company diversity their portfolio into the fashion industry

• Analysed the residual brand sentiment on its direct target audience and forecasted the long term potential of reconnecting with their customers.

• Formulated a plan to nurture the potential touch points through which a brand connect can be rekindled.

Digital marketing and SEO consultant with a leading pharmaceutical brand

• Advised marketing managers of the clients from across the globe on the right approach for optimizing their digital properties to get the most out of them.

• Successfully managed the digital optimization across 35 global brand sites of the client.

App Store optimization (ASO) for a Cognizant application

• Devised the strategy for the ASO for a Cognizant Corporate Marketing app.

• Performed a detailed research of the potential target audience of the app and optimized the keywords associated to the app.

• Designed all the marketing collaterals for enhancing the SEO/ASO

Minor Consulting Projects

• Designed the user experience for the supply chain management portal for a leading soft drink brand.

• Designed a matrix for quantifying the quality of the various marketing collaterals for a leading US bank for benchmarking the performance quotient of the client-vendor interaction.

UX Consultant with a Fortune 500 Electrical Company

• Was part of the team which build the data centre management platform for the company.

• Designed the User Experience for the centralized dashboard of the platform.

Systems Engineer with a Leading US Bank

• Played a pivotal role in the merger project of 2 major US Banks.

• Worked as an application off-shore Point of contact for the team and was also the On-Boarding Activity Manager for the entire account.

• Handled 11 different modules coordinating with the onsite point of contact and leading them to successful delivery.

• Successfully managed the construction of a residential apartment.

• Tasks involved liaising with the contractor and the various local unions for a smooth project execution.

• Managed a construction team of 10+ leading to successful completion of the project.