Nikhil S.

• Spearheading cross-functional execution across performance marketing, marketplaces (Amazon, Myntra, Nykaa, Ajio), customer experience, warehousing, logistics, product, content, and brand—ensuring unified business direction and consistent customer experience. • Leading internal and agency teams to plan, execute, and optimise 360° brand campaigns—from product launches to seasonal activations—while aligning efforts across paid, owned, and marketplace channels. • Setting up robust performance tracking frameworks to monitor campaign effectiveness, marketing spend, and operational KPIs; supporting real-time decision-making and long-term business planning. • Collaborating closely with creative, merchandising, and customer success teams to refine GTM strategies and drive execution velocity. • Developing SOPs, operational dashboards, and review cadences that streamline workflows and improve accountability across the organization. • Acting as a strategic partner to the Founder’s Office in shaping Nickron’s long-term growth roadmap—from D2C scale-up to marketplace expansion and backend infrastructure upgrades.

• Managed daily business operations across order processing, inventory flow, logistics coordination, and customer support, ensuring smooth and timely D2C fulfillment. • Collaborated with marketing and design teams to align campaign launches with operational readiness, including stock availability and dispatch planning. • Played a key role in setting up scalable processes for warehousing, vendor coordination, and reverse logistics—leading to improved SLA adherence and customer satisfaction. • Monitored and reported performance metrics like dispatch turnaround time, order accuracy, RTO rates, and exchange volumes to support data-driven decision-making. • Partnered with external service providers (couriers, warehouse staff, support agents) to troubleshoot issues and implement SOPs for improved efficiency. • Supported the founder’s office with competitive research, platform onboarding for marketplaces, and backend operations planning as part of the brand’s scale-up journey. • Handled escalated customer cases, returns, and exceptions, maintaining a strong focus on brand experience and operational consistency.

• Managed end-to-end B2B sales lifecycle including client prospecting, proposal development, and account nurturing across architecture and design consulting verticals. • Played a key role in building operational pipelines by coordinating closely with internal teams to align client requirements with service delivery timelines. • Supported the business development team by generating qualified leads via industry-specific channels, events, and digital outreach. • Contributed to client onboarding, assisting in documentation, needs assessment, and initial relationship management. • Helped streamline internal sales operations by maintaining accurate documentation, follow-up systems, and sales activity tracking tools. • Engaged with potential business clients across calls, emails, and meetings—ensuring high conversion rates and superior client experience. • Maintained regular MIS reports and shared performance analytics to guide strategy refinement and quarterly reviews.

• Delivered high-touch support to end-users, ensuring swift resolution of complex technical issues and seamless onboarding experiences. • Collaborated with engineering and QA teams to relay customer feedback, contributing directly to product feature enhancements and bug fixes. • Improved First Call Resolution (FCR) rates through structured root-cause analysis and the implementation of a smart ticket prioritization system. • Created and maintained internal knowledge bases and SOPs to streamline issue resolution and reduce repetitive escalations. • Acted as a trusted partner to clients by translating technical jargon into actionable solutions, boosting customer satisfaction scores and retention. • Played a key role in internal product review sessions, representing the voice of the user to influence roadmap decisions.

• Supervised a team of customer service representatives supporting international clients, including South Korean Global Marketing Services and Dubai World Trade Center (DWTC). • Resolved escalated customer complaints and ensured service recovery aligned with client expectations and SLAs. • Led performance monitoring and coaching sessions to improve response times, empathy scores, and quality of communication. • Conducted regular quality assurance surveys and compiled feedback for process and script improvements. • Acted as a communication bridge between clients and internal teams to optimize service delivery. • Trained new team members on CRM tools, call handling procedures, and communication protocols.

• Provided frontline support to international clients by handling inbound calls, emails, and chat queries with high accuracy and professionalism. • Addressed customer issues ranging from technical queries to billing and service-related concerns, ensuring timely resolutions. • Maintained detailed records of customer interactions using internal CRM systems. • Ensured adherence to process KPIs including First Contact Resolution (FCR), CSAT, and Average Handling Time (AHT). • Collaborated with team leads to improve call scripts and SOPs based on recurring customer concerns. • Developed strong working knowledge of client products and service lines to deliver personalized and effective support.

• Assisted in vessel navigation by standing bridge watch, steering the ship under officer supervision, and maintaining situational awareness to avoid navigational hazards. • Acted as a lookout during voyages, identifying and reporting potential obstacles and maritime traffic to ensure the safety of crew and vessel. • Participated in deck maintenance operations, including cleaning, painting, and repair work to uphold shipboard standards. • Conducted and participated in routine safety drills and emergency procedures, including fire-fighting and abandon-ship exercises. • Operated basic safety and firefighting equipment, adhering to international maritime safety regulations and protocols. • Maintained thorough knowledge of onboard safety protocols and responded swiftly to emergency situations when required.