Namita Sharma

Shaping AI adoption strategies for large-scale enterprises Translating complex AI capabilities into measurable business outcomes Leading innovation conversations at the intersection of cloud and intelligence

1. Co-founded BotWot, an AI-native customer experience platform, defining the company’s strategic direction and vision for conversational intelligence and automation in the GCC region. 2. Led product roadmap ownership and feature prioritization for BotWot’s AI Agent Workflow Builder, Conversation Analytics Dashboard, and Human-in-the-Loop Review Console. 3. Partnered with engineering, design, and data teams to bring new capabilities to market, improving user activation and sustained product engagement. 4. Defined GTM and monetization strategies — delivering 22% campaign conversion growth and 3x faster deployment cycles through structured experimentation and agile delivery. 5. Drove client acquisition and partnership programs, building enterprise relationships across retail, e-commerce, and real estate segments to expand early adoption. 6. Oversaw fundraising and investor engagement, managing relationships to support product expansion and AI infrastructure development. 7. Recruited and onboarded key product, engineering, and operations talent, building a high-performance team and fostering a culture of innovation, ownership, and customer-centricity. 8. Established operational processes linking development, CX, and business operations to ensure scalability and delivery efficiency. 9. Set up performance dashboards tracking product usage, feature adoption, and customer satisfaction; used data insights to guide iterative improvements. 10. Shaped BotWot’s brand identity and marketing narrative, positioning it as a differentiated player within the conversational AI and customer experience automation space.

As the Director of eCommerce and Customer Experience, I spearheaded the development and implementation of strategies to enhance customer satisfaction. Leveraging my expertise and industry insight, I achieved a 15% revenue increase and a 20% profitability improvement within the eCommerce sector. Leading product selection and sourcing, I devised strategies aligning with quality standards, brand image, and customer preferences, resulting in a notable 25% increase in customer satisfaction scores. At Mumzworld.com, I facilitated consistent growth in the eCommerce division, demonstrating adept leadership and fostering cross-functional teamwork. Utilizing data-driven decision-making, I identified growth opportunities, improved revenue, and profitability. Building relationships with stakeholders optimized product sourcing, while collaborative efforts with marketing enhanced promotional campaigns, contributing to revenue growth. Leveraging customer experience best practices, I optimized the online shopping experience through website enhancements, ensuring a seamless journey for customers. My strategic thinking, problem-solving skills, and results-oriented approach were pivotal in driving Mumzworld.com's eCommerce division success. Overall, my tenure as Director of eCommerce and Customer Experience significantly impacted the company's bottom line, driving revenue growth, profitability, and enhancing customer experience

Led a customer service transformation across 13 African countries at Jumia, overseeing 3000 agents and implementing performance metrics, achieving a 20% increase in overall customer satisfaction scores within one year. Facilitated strategic discussions with senior leaders, resulting in a 15% increase in cross-functional collaboration and faster decision-making. Enhanced the Inbound QC process using a Machine Learning model to predict the probability of return due to quality issues, reducing the return rate by 13.5%.

Everyday demonstrating my ability to problem-solve and deep-dive on complex challenges by leveraging data as a key parameter for decision-making; i am attracting and retaining customers across 11 African countries. I am in process of bringing impactful digital transformation in customer service by executing multiple turnarounds and reorganisations in Jumia call Centers across Africa - Middle East Nigeria | Egypt | Kenya | Morocco | Ivory Coast | Ghana | Uganda | Senegal | Tunisia | Algeria | South Africa | Dubai | Portugal । Germany

In collaboration with Jumia leadership I shaped the strategic direction of the business in customer favour. I harnessed a customer-centric culture of initiatives and programs that encompass transformation and continuous improvement, through the right combination of people, projects, tools, and technology within customer operations. My team was comprising of customer experience specialists and business/CRM analysts who embraced problem-solving and strategic thinking as a “way of life”. With my strong ability to manage both in-house and remote teams across multiple markets, I could create and implement an analytics based strategy to drive better service delivery. I implemented metrics that enabled smart decision-making and performance evaluation.

My role here was to ensure product meets customer expectations. I developed and implemented multiple CXP programs across Nigeria, Egypt , Morocco , Kenya and Ivory Coast. The programs were focused on product quality to enhance the customer’s experience through collecting insights from customer focus groups, observing and refining the quality check process, going on delivery runs, benchmarking industry best practices to analyse the information.

Led a team of developers to build a proprietary CRM system for the enterprise and its strategic partners, optimising the inventory management process and increasing space utilization by 24%. Curated a $2M business implementation project that saves approximately $3.5M on operational inefficiencies between Customer Service and Key Account Management departments annually. Developed programmatic elements for the (QAAS) Tool for Quality Checking Products, reducing customer returns by 7% across 11 warehouses

Explored user behavior and guided strategic product roadmap discussions across multi-functional teams for the launch of an e-commerce platform. Incorporated the Tableau reporting system into the Power BI sales workflow, resulting in a 23% surge in post-meeting inquiries for the e-commerce sales department.

Guided 20 SAP professionals through a comprehensive performance management system and ongoing learning and development initiatives, yielding over 30% productivity within the initial 6 months of onboarding. Maintained a consistent position in the top 3 of the department for task completion

Directed the creation of the Hire Assessment tool for the placement cell, resulting in a record 79% student placement in 2005. Devised and executed fresh decision metrics and escalation charts, leading to a 14% enhancement in call center efficiency.

The degree typically includes coursework in both computer science and business skills