Akshat Saxena

TLC DigiTech Pvt. Ltd. (Formerly TLC Relationship Management Pvt. Ltd. ) market leader in Loyalty Management in Hospitality, uniquely providing a complete suite of solutions across digital, tech and services. Its products leverage insights gained working with global hospitality brands for acquisition, lifecycle management and data monetization.

TLC Digitech Pvt. Ltd. manages membership programs like ClubMariott, Taj Epicure, Leela Connoisseur Club, Dining Privilege (IHG Hotels) etc.

Key Deliverables

Product Management

• Develop Product strategy & roadmap.
• Conduct market research and analysis.
• Lead product pricing.
• Prioritize features that align with critical stakeholders.
• Lead cross functional coordination between technology, marketing, CX, sales and support.

Customer Acquisition and Partnerships

• Develop customer acquisition strategies and drive growth through targeted onboarding.
• Implement targeted outreach campaigns for customer engagement
• Optimize conversion rates for customer onboarding.
  Analyze market trends for effective customer targeting.
• Identify and forge strategic alliances and partnerships (Hotel, Travel Agents, Corporates, Restaurant Chains, etc).
  Negotiate and finalize partnership agreement.

Growth and User Analysis

• Devise and execute user acquisition strategies.
• Optimize user acquisition channels for maximum ROI.
• Coordinate with marketing to enhance organic growth through performance marketing and SEO initiatives.
• Implement referral and loyalty programs to drive user growth.
• Analyze user behavior data to enhance acquisition efforts.
• Monitor monthly active users implement initiatives to improve customer lifetime value (CLV).

Customer Service

• Manage channels to capture merchant & consumer queries.
• Resolve user & merchant inquiries and issues promptly and professionally
• Implement feedback loop for service enhancement.
  Ensure quick assignment of tickets to respective technology teams/Technical Project Manager for L2 support.
• Monitor satisfaction metrics and improve support processes

Creation of Onefinerate.com
Onefinerate.com is a game changing business model that enables customer acquisition and operations at no cost. It is an Online Travel Agency (OTA) for consumer (B2C) and a digital Hotel marketplace for Hotels and Business i.e. Travel Agencies and Corporate (B2B | B2B2C) with Hotel reviews.
Key Deliverables:

• Worked as the Operations/ Sales and Product Head, reporting to the CEO.
• Responsible for Business Development for the website and sign up of Hotels and B2B Partners.
• Establish the inbound leads and cold calls requirements;
• Handle product demonstration to meet sales objectives.
• Responsible for designing plans to meet targets, developing relationships with clients/customers, and evaluating sales and operations cost.
• Creating business valuation report in an attempt to thoroughly document and assess the value of Onefinerate.com, taking into account all relevant market, industry, and economic factors.
• Prepare forecasts and KPI reports, for use in organizational planning, financial forecasting, budget setting and strategic planning.
• Study and analyse competition Online Travel Agencies and booking engines.Also, a thorough study of various e-commerce websites to understand, learn and implement new features and functionalities.
• Guide the team of developers, communicate technical and business concepts through design, implementation, testing and launching.
• Creating and planning of logics and flow of the website by creating well defined Used Cases.
• Prioritizing features by ranking them against the strategic goals and initiatives and defining the requirements for each feature and the desired user experience.
• Ensure that feedback and requests are seamlessly integrated in the product planning and development processes.
• Decide when to apply agile methodologies.
• Traditional methodologies to achieve the best development outcome.
• Co-ordinate the A/B testing and make sure that the development team is in sync with the testers.
• Assisting UI/UX team to understand the soul of the product and the final requirements.
• Utilizing project management softwares (JIRA and TFS) to understand and keep a tab on the progress of the team.
• Selecting/ finalizing and co-ordinating with all the interface partners like the payment gateway/ SMS gateway/ channel managers etc.
• Created a launch plan for the website, plan future releases and update roadmap.
• Creating Marketing/Sales strategies for the website along with the Sales and Marketing team.
• Planning and creation of the Manpower for the whole team, including Sales and Marketing.
• Manage the deliverables and timelines specific to the project.
• Creating clear, concise and organized communication materials (e.g., policies & procedures, guidelines, presentations, messages).
• Review all legal documents including contracts, terms and conditions and privacy polices.
  Understanding/ analysing and interpretation of large data related to operations and revenue

• Implement revenue management operations, procedures and best practices.
• Identify new revenue opportunities.
• Provide daily, weekly and monthly reporting.
• Optimize and expand distribution partnerships.
• Act as overall business development consultant for the hotel manager/owner. Build and maintain strong working
  relationships with levels of staff at the client hotel.
• Challenge and influence hotel to improve service level and operational standards.
• Travel regularly to each hotel to familiarize with changes/updates in service offerings.
• Assisting the Hotel Owners/ Managers with their Social Media Marketing.
• Creating Forecast Reports.
• Effectively manage inventory and pricing strategy on all distribution channels including Branded Web, third party sites (OTAs) and Global Distribution Systems (GDS).
• Closely monitor competitive pricing and understand impact of relative pricing decisions on hotel's performance.
• Ensure Best Rate Guarantee Compliance and maintain Rate Parity Agreements with Third Party Partners

• Lead a reservation team of 45+ associates to achieve the maximum occupancy for all eight Leela Palaces, Hotels and Resorts.
• Managing various departments like Voice, Email, Quality, Groups, Reconfirmations and on-site sales to ensure the
  highest standard of performance from the team.
• Ensuring that the desired Voice Service Level and the Email revert time is maintained at all time.
• Identifying new opportunities and implementing new processes to generate incremental revenue.
• Establishing new policies with approval of management in connection with rates, deposits and cancellation.
• Working with Sales and Marketing and Accounting counterparts to make marketing plans and achieve them and share in budgeting reviews.
• Handling reservation queries/complaints from direct guests, corporate bookers and travel agencies.
• Maintain and develop existing relation with the travel agencies and corporate clients.
• Assisting Unit Revenue Mangers for over booking/closing dates and maintaining rate levels to guarantee maximum yield.
• Ensure proper staffing and scheduling in order to achieve productivity guidelines.
• Developing and implementing trainings, cross training schedules and career development for new and existing team members.
• Preparing Market Intelligence reports for the Management review

• Responsible for complete Front Office operations at Ananda in the Himalayas, Narendra Nagar.

• Responsible for Reconfirmation team and the Travel Trade team at the Oberoi Contact Center in New Delhi.