Summary
Overview
Work History
Education
Skills
Timeline
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Adarsh Rana

Regional Lead - Customer Sucess
GURUGRAM

Summary

A dynamic professional with over 6 years of experience in category management, demand planning, and e-commerce. Skilled in driving growth within perishable categories such as dairy, bread, and eggs, while optimizing supply chain efficiency and managing end-to-end operations in fast-paced quick commerce environments. Demonstrated success in data-driven decision-making, vendor management, and reducing wastage through innovative demand forecasting techniques. Experienced in leading cross-functional teams to enhance customer experiences and improve profitability. Eager to leverage a strong background in quick commerce and category operations to drive sustainable growth in competitive markets.

Overview

7
7
years of professional experience
6
6
years of post-secondary education

Work History

Regional Lead - CRM and Loyalty

Capillary Technologies
6 2023 - Current
  • Strengthened relationships with key stakeholders across sectors like fashion retail, value retail, and electronics, managing a portfolio generating over 100 million in revenue, while optimizing category performance and driving brand visibility and customer loyalty.
  • Developed strategic loyalty programs that not only boosted customer retention by 15% but also contributed to enhancing category sales and profitability through repeat business.
  • Played a key role in winning two international loyalty awards for a major value retail partner by improving category engagement with a customer base exceeding 100 million.
  • Enhanced CRM campaign effectiveness by using advanced segmented targeting and predictive modeling, driving a 25% increase in hit rate and improving category penetration.
  • Created detailed customer personas through Recency, Frequency, and Monetary (RFM) analysis, enabling precise targeting of key customer segments and optimizing category marketing strategies.
  • Collaborated closely with Data Science teams to implement predictive modeling initiatives that increased category penetration and refined customer journeys based on individual purchasing behaviors, driving overall category growth and profitability.

E-Commerce - Full Stack

Capillary Technologies
06.2021 - 06.2023
  • Managed full-stack e-commerce accounts, overseeing operations, performance marketing, customer support, and logistics, ensuring seamless execution and category growth.
  • Led a cross-functional team of 4 members across UI/UX, delivery, and business analytics to enhance the e-commerce experience and optimize category performance.
  • Handled Profit and Loss management for accounts with an average of 40 Million in revenue, driving growth in online sales.
  • Played a key role in helping business clients maximize product usage, drive category sales, and influence product enhancements to meet evolving customer needs.
  • Collaborated with product and business leaders to shape strategic roadmaps focused on enhancing platform functionality, improving user experience, and scaling digital commerce operations.
  • Delivered quarterly business reviews (QBRs) for CXOs, covering insights on marketing, operations, customer support, and platform performance, aligning e-commerce strategies with business goals to drive overall growth.

Assistant Manager Supply Chain Management

Swiggy
05.2019 - 06.2021
  • Achieved over 80% accuracy in forecasting demand for 200+ perishable SKUs across 9 stores, leading to a significant improvement in product availability from 77% to 86%.
  • Developed a real-time procurement system that optimized order placement by factoring in demand, stock levels, shelf life, and historical data, reducing wastage for DSD SKUs from 2.96 to 1.2 lakhs weekly.
  • Led the successful launch of 900+ Swiggy stores across 7 categories, improving overall stock rate from 72% to 87% and product availability from 81% to 90% by refining the store catalog.
  • Managed a team of 8, overseeing vendor application, cataloging, onboarding, and photography, streamlining operations for grocery, meat, fruits and vegetables, flowers, sweets, and bakery categories.
  • Spearheaded key initiatives such as the launch of Swiggy Lite in 130+ cities during Covid-19, a UI revamp for Swiggy Stores that improved M2C by 30%, and the introduction of convenience models and POD stores to enhance product selection and catalog depth.

Enterprise Account Manager

Uber Eats
02.2018 - 05.2019
  • Managed national accounts for Yumlane and Cafe Coffee Day, successfully reducing order cancellations from 26% to 12%, contributing to a 14% week-on-week growth.
  • Led the launch and expansion of Cafe Coffee Day, overseeing the rollout of 200 stores across India.
  • Oversaw operations management for key brands including Cream Stone, Chai Point, Paradise, Frozen Bottle, Drunken Monkey, and Fresh Menu, ensuring smooth execution of daily operations.
  • Maintained strong relationship touchpoints with over 700 restaurant partners, ensuring seamless collaboration and consistent performance.
  • Planned and executed territory expansion and onboarding for new restaurant partners, contributing to the growth of the business.
  • Led the execution team responsible for launching 200+ stores in Mysore, ensuring operational readiness and successful market entry.

Education

Bachelor of Business Administration -

Center for Management Studies
04.2015 - 03.2018

X and XIIth - undefined

JH Tarapore School
03.2012 - 03.2015

Skills

Category Operations

Timeline

E-Commerce - Full Stack

Capillary Technologies
06.2021 - 06.2023

Assistant Manager Supply Chain Management

Swiggy
05.2019 - 06.2021

Enterprise Account Manager

Uber Eats
02.2018 - 05.2019

Bachelor of Business Administration -

Center for Management Studies
04.2015 - 03.2018

X and XIIth - undefined

JH Tarapore School
03.2012 - 03.2015

Regional Lead - CRM and Loyalty

Capillary Technologies
6 2023 - Current

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Adarsh RanaRegional Lead - Customer Sucess