Mousumi ROY

Roles & Responsibilities • In charge of end-to-end web project management, including front-end and back-office enhancements, ERP integration, and customer journey optimisation to support e-commerce growth. • Manage website operations with a focus on content updates, product catalog management, and strategic e-merchandising initiatives. • Planning creation and deployment of engaging newsletters to enhance customer retention and support ongoing campaigns. • Coordinate regularly with digital agencies to implement and optimise acquisition channels (SEA and SEO). • Oversee multiple marketplace integrations and third-party providers to ensure aligned operations and consistent brand representation. • Monitor and control budget allocations, reporting on KPIs to ensure transparency in spending and strategic ROI improvements. • Present results and insights to cross-functional teams, aligning digital strategies with brand and revenue objectives. • Collaborate with the B2B team to develop a strategic approach for Amazon Vendor and Seller product listings, ensuring optimal categorisation for B2B resellers in the US and EU while maintaining Minimum Advertised Price (MAP) compliance.

Operational Leadership and Management: -Demonstrated effective leadership and management skills in overseeing E-commerce operations. -Excelled in operational management, including business development, report monitoring, and team management. -Streamlined staff onboarding process -Optimised weekly meetings -Produced insightful sales reports for both B2C and B2B segments, enhancing operational efficiency significantly. Revenue Growth and Business Expansion: -Drove substantial B2C revenue growth and facilitated business expansion, which resulted in +115% B2C revenue growth in H2 compared to H1 2022 and +55% growth in H1 2023 compared to H1 2022. -Played a pivotal role in setting up new marketplaces and efficiently managing sales across multiple platforms. Cost Optimization and Financial Acumen: -Exhibited a strong aptitude for cost optimization and financial management. Proactively monitored and optimised operational expenses, leading to improved financial efficiency and resource allocation. Some of the initiatives include eliminating unprofitable sales channels and optimising technical stack, saving costs, and improving the website's performance. Data-Driven Decision Making: -Consistently employed a data-driven approach to decision-making. Conducted regular price benchmarking studies and ensured KOTAI’s competitiveness in the market. Continuous Learning and Curiosity: -Despite lacking a marketing background, I independently acquired digital marketing skills, and successfully launched advertising campaigns, SEO strategies, and other marketing initiatives. Team Development and Mentorship: -Played a pivotal role in mentoring team members, fostering seamless daily operations. My leadership style created a collaborative and positive working environment, motivating team members to excel and continuously improve.

-Led end-to-end Competitive Price Monitoring process for Netherlands’ marketplace. -Pivoted the launch of Amazon Netherlands marketplace in March 2020 with over 500K products. -Collaborated with over 15 cross-functional teams & and managed a 65-member internal team to drive automation & and process improvements that ensured zero pricing defects and a successful launch. -Managed pricing data of around 30 million Product Lines (Hardlines, Softlines, Consumables and Media) categories to calculate and optimise the prices of the Netherlands marketplace. -Built & scaled up solutions via multiple automation & process improvement projects; collaborated with multiple cross-functional teams to drive financial gain & operational efficiency -Collaborated with businesses to plan & and define SLAs. -Analysed pre-historic data, forecasted the risk, and set up mechanisms to curb fluctuations, especially during sales. -Successfully completed MGHD (Making Great Hiring Decision) certification to contribute to hiring the best managers for Amazon. Part of the Management Hiring Decision where I was responsible for hiring new talent, retaining, and developing talent within the process. -Drove capacity planning, team and performance management, trained and coached direct reporters, and developed succession planning for the team.

-Managed 19 APAC countries for cross-border / currency transactions. -Led a team of 24 FTEs in the Payments Sanctions Screening process. -Ensured strict adherence to compliance and operational risk controls, drove quality processing to meet stringent cut-off times, and minimised financial loss to the bank. -Ensured team meets the process design & exceeds the SLA standards. -Part of the light automation project team focused on building, testing, and deploying solutions in order to automate the processing of WOLF hit payments. -Played an instrumental role in reducing the TAT from 12 days to 5 days as part of 2 major projects - Historic Request for Information (HRFI) and Intra-Group Request for Information (IGRFI). -Identified common frauds/errors/irregular transactions and took appropriate action in accordance with procedures. -Identified top performers for the growth and talent development within the process. -Conducted training sessions for the team members on domain and process-related subjects on a regular basis. -Part of the reconciliation team for France responsible for reviewing, analysing, and validating the transactions in French (SEPA payments/Credit payments/Group Payments/Salary Payments etc.)

-Part of WellPoint-HIX process (Healthcare Insurance), managing process quality audit for compliance & operations risk control. -Liaised with the production team to share audit findings and areas of improvement to improve and maintain the quality as per KPI metrics, and managed rebuttals. -Monitored key metrics and identified any gaps in the process and constantly partnered with the stakeholders for process updates -Managed periodic governance reviews on KPI metrics with stakeholders. -Conducted training sessions for the team on process-related subjects on a regular basis. -Analysed and managed data and weekly reports on the productivity of the quality team.

-Part of Phoenix UK Insurance process responsible for processing retirement claims of UK region clients. -Assisted the quote team in converting the client’s quotation to an insurance claim. -Monitored the team’s SLA against the actual performance and oversaw process quality audits. -Provided process training & guidance to new joiners

-Team member of Customer Escalation Matrix team of Hudson and Bay; handled client escalations and resolved them within the SLA. -Provided support to multiple process teams like exchange and return team, Service Dispatch team, late Vendor shipment team, Delivery team, etc. -Issued Purchase Orders and placed orders on time and managed to procure to pay process. -Tracked the inventory to ensure the availability of products. -Coordinated with suppliers, clients & and other functional areas of the organization, to resolve escalations. -Interacted with stakeholders on a regular basis to meet the delivery timelines.

Audencia Business School is triple-accredited by EQUIS, AACSB and AMBA and is ranked 7th in France and 31st in the EU (Financial Times, 2021). Audencia ranked first in France and 32nd worldwide #BetterWorldMBA Ranking.