Summary
Overview
Work History
Education
Skills
Accomplishments
Websites
Key Skills & Tools
Timeline
Generic

AAKANKSHA TOMAR

Bangalore

Summary

Results-driven professional with over 8 years of experience in customer acquisition, relationship management, and strategic retention across high-growth companies like DrinkPrime and Think & Learn Pvt. Ltd. Proven track record of reducing churn by up to 30%, increasing ARPU by 10% month-over-month, improving CSAT and NPS, and driving over ₹70 lakhs in monthly revenue. Adept at building and leading high-performing teams, managing large customer portfolios, and executing data-driven, customer-centric initiatives to elevate loyalty and lifetime value. Skilled in cross-functional collaboration, escalation handling, upselling, and churn control. Seeking to leverage this experience in a Senior CRM leadership role to drive scalable customer engagement and retention strategies in fast-paced, tech-led environments.

Overview

9
9
years of professional experience

Work History

Retention and Renewal Manager

DrinkPrime
Bangalore
09.2024 - Current
  • Reduced churn by 30% through strategic interventions like Rent-to-Own, Subscription Pausing, and Ownership Transfer models, while maintaining ARPU.
  • Increased customer retention by 30% by introducing subscription flexibility, service quality enhancements, and customer-centric communication workflows.
  • Spearheaded upselling and cross-selling initiatives with personalized targeting, contributing to a 10% increase in ARPU and generating 70 lakhs+ in monthly recurring revenue.
  • Built and led a high-performing Retention team of 18 members and Renewals team of 10 members, ensuring alignment with organizational KPIs and maintaining SLA adherence across touchpoints.
  • Developed training programs to upskill team members in customer empathy, negotiation techniques, and renewal management, resulting in a 25% boost in team productivity.
  • Established feedback loops and escalation matrices to proactively resolve customer concerns, improving CSAT by 20%.
  • Expanded to 2 new cities by using churn data to identify promising locations.
  • Drove collaboration between Sales, Customer Support, Product, and Finance to streamline retention operations and incentive structures.
  • Designed data-driven dashboards to monitor retention trends, identify risk cohorts, and take preemptive actions.
  • Presented regular performance reviews and strategy updates to senior leadership, driving stakeholder alignment and continuous process improvement.

Product Marketing Manager

Maxfate Pvt LTD
Bangalore
05.2024 - 08.2024
  • Developed comprehensive product marketing strategies for diverse consumer segments, like different plans for several Astro-based services.
  • Conducted market research to identify trends and customer needs effectively.
  • Based on the market research, changes were made to the website.
  • Collaborated with cross-functional teams to ensure product alignment and messaging.
  • Created impactful marketing collateral to support product launches and campaigns.
  • Managed social media channels to increase brand awareness and engagement levels.
  • Planned and facilitated meetings to share marketing plans and explain future business goals.
  • Negotiated with vendors to obtain most cost-effective pricing for product distribution.

Assistant Manager for Renewals and Retention

Think & Learn Pvt Ltd
Bangalore
03.2021 - 05.2024
  • Increased customer retention revenue by 18% through strategic initiatives.
  • Improved customer satisfaction by 35%, resulting in a 27% increase in subscription renewals.
  • Managed a portfolio of 300+ Tuition centres, overseeing renewal processes.
  • Coordinated cross-functional teams across India, engaging over 1500+ team members to smoothen the escalation and refund process.
  • Boosted renewals rate by 27% through customer feedback optimization and personalized communication.
  • Reduced churn rate by 15% by implementing targeted customer engagement strategies and data-driven decisions.
  • Trained and mentored a team of 20 agents, increasing team performance metrics by 30%.
  • Executed business plans and communicated company vision to motivate teams, achieving a 30% increase in team productivity.
  • Handled social media escalations and legal issues, boosting customer retention by 18%, while ensuring compliance and business continuity through successful data migrations.

Business Development Executive (BDA) Sales

Think & Learn Pvt Ltd
Bangalore
07.2019 - 02.2021
  • Enhanced customer conversion rate by 17% through fostering strong customer relationships and engagement.
  • Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
  • Solved customer challenges, answered product and service questions by offering relevant products and services.
  • Updated account information to maintain customer records.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Served as key team member in development of new client pipeline, resulting in sales profit increase.
  • Set and achieved company defined sales goals.

Business Development Executive

Protegir Infosystems Pvt. Ltd
Indore
06.2018 - 06.2019
  • Increased sales revenue by 15% by cultivating strong client relationships for business development.
  • Increased customer satisfaction by 20% by enhancing website functionality to meet 50 client requirements.
  • Collect information of customer and maintain their database.

3CT Supervisor

Teleperformance
Indore
06.2016 - 06.2018
  • Worked as 3rd call transfer supervisor in an international process (Sing Post).
  • Managed the team in the absence of the team manager.
  • Handled customer escalation and manager callback requests.
  • Successfully executed multiple pilot projects (Renewal, Referral & Retention).
  • Created a benchmark of 60% customer retention.
  • Awarded performer of the month and outstanding performer.

Education

M-Tech - Computer Science

Rajiv Gandhi Technical University
Indore, MP
12.2022

BE - Computer Science

Rajiv Gandhi Technical University
Indore, MP
06.2015

Skills

  • Customer escalation management
  • Microsoft Office and Google Sheets
  • Data analysis
  • CRM systems
  • Lead Squared
  • Performance management
  • Recruiting and interviewing
  • Project planning
  • Customer retention
  • Churn analysis
  • Cross-functional collaboration
  • Product marketing
  • Data-driven decision making
  • Customer relationship management

Accomplishments

  • Customer Retention Champion: Achieving the highest retention percentage of 60%
  • Boosted Satisfaction: Improved customer satisfaction by 15% through new feedback loop implementation.
  • Retention Revenue Growth: Generated revenue growth by 18% with strategic retention initiatives.
  • Team Performance Leader: Led a team to a 30% performance increase by providing targeted training and consistent mentoring.
  • Enhanced Team Performance: Led team to 30% performance increase with targeted training programs.
  • Decreased Churn Rate: Reduced churn rate by 15% using data-driven engagement strategies.

Key Skills & Tools

  • CRM Platforms: WebEngage, LeadSquared, CleverTap (familiar), MoEngage (familiar)
  • Marketing Channels: WhatsApp, Push Notifications, Email, SMS, In-App Messaging
  • Analytics & Testing: A/B Testing, Cohort Analysis, Funnel Optimization, Dashboarding
  • Customer Lifecycle: Onboarding, Engagement, Retention, Win-Back, Loyalty Programs
  • Performance Metrics: LTV, CSAT, NPS, Churn Rate, Retention Rate, ARPU
  • Soft Skills: Stakeholder Collaboration, Leadership, Escalation Management, Strategic Thinking

Timeline

Retention and Renewal Manager

DrinkPrime
09.2024 - Current

Product Marketing Manager

Maxfate Pvt LTD
05.2024 - 08.2024

Assistant Manager for Renewals and Retention

Think & Learn Pvt Ltd
03.2021 - 05.2024

Business Development Executive (BDA) Sales

Think & Learn Pvt Ltd
07.2019 - 02.2021

Business Development Executive

Protegir Infosystems Pvt. Ltd
06.2018 - 06.2019

3CT Supervisor

Teleperformance
06.2016 - 06.2018

M-Tech - Computer Science

Rajiv Gandhi Technical University

BE - Computer Science

Rajiv Gandhi Technical University

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