Shyam Sundar

Customer Experience Manager, responsible for managing and enhancing the customer experience across vehicle service operations throughout India. With a primary goal to ensure a seamless and exceptional customer journey, from the initial service interaction to post-service support.

As a Zonal Customer Experience Manager, was responsible for overseeing and enhancing the customer experience across both sales and vehicle service operations for West zone (Maharashtra and Gujarat). Ensured a seamless and exceptional customer journey, from the initial sales interaction to post-purchase service and support.

 Identify strategic industry partner relations – work with a focus on Customer Experience Improvement.  Product integration with SF, Charge Bee, Rewards Management, and third-party integration including payment gateways- Functional testing.  Measure and act on Product KPIs – CSAT, NPS, ARR, Adoption, Retention, Churn and Feedback Identify new opportunities for strategic partnerships to grow customers, market, and brand visibility.  Enable Channel sales, marketing campaigns (FACEBOOK, Google AdWords), collaterals Periodic performance reporting/governance - Weekly, Monthly and Quarterly, SEO monitoring and analytics.  Experience in Agile Development Methodology and project management tools like Pivotal Tracker, Asana.  Product KPI usage and action, Customer segmentation, Data Analytics using Google Analytics, Heap and FullStory for providing business insights on campaign analysis/conversions, improving efficiency of operations Minimum Viable Product (MVP) approach and Network Automation and Orchestration - Built from concept, ideation, design, to launch (with design principles in mind) and customer journey mapping for a B2C, SaaS, Multi-cloud platform including Migration across subscription systems.  MRR using Chart Mogul and Revenue Story.

➢Planning and Handling Marketing Campaigns strategy, implementation, and optimization. Work with stakeholders to establish performance guardrails and planning framework to enable efficient scaling. ➢ Conceptualize, plan, execute, and analyze multi-channel marketing strategies ➢ Develop a strong understanding of customer behavior and lifecycle, and improve engagement Build detailed project plans including campaign goals, messaging, segmentation strategy, and distribution channels. ➢ Establish the KPIs for campaign performance tracking. Report on these and key launch success metrics weekly. ➢ Make decisions based on insights to drive an informed marketing strategy based on key metrics, historical data, and trends. ➢ Testing and refine new marketing approaches and channels to reach new audiences. Direct, plan and assist creatives production. ➢ Train Sales Team for handling customer calls.