Anurag Jain
Customer Success Leader - Experience & Retention
Mumbai
Summary
Strong leader and problem-solver dedicated to streamlining strategy and operations to improve bottom line, decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact success.
Overview
18
18
years of professional experience
1
1
Language
Work History
CLIENT SERVICES DIRECTOR
BI Worldwide
Mumbai
03.2021 - Current
- Collaborate to find solutions to client business challenges involving very large cross-functional team
- Providing strategic framework and directions to client and solution teams to find innovative solution for improving experience and engagement.
- Focus on Business KPIs with weekly and monthly credence to remain on track on targets and achievement
- Business Responsibility: 100 + Million
- Established strong partnerships with key stakeholders to ensure successful project outcomes and sustained collaboration
- Increased revenue generation through strategic upselling tactics and effectively communicating the value of additional services to clients
- Proactively identified areas for process improvement, leading to streamlined workflows and enhanced operational efficiency
ASSOCITE DIRECTOR
HANSA CEQUITY
Mumbai
01.2014 - 03.2021
- Profitably managed Largest Key Business with 2+ Loyalty Program and 7+ Brands
- Successfully delivered superlative experience journey implementing Enterprise CRM Program for leading Automotive Indian Brand
- Set Up and ran CoE for democratizing Data Analytics across Sales, Service and Marketing
- Managed cross-functional teams for multiple large-scale projects, successfully completing each on time and within budget constraints
- Implemented data-driven decision-making strategies, leading to more informed business choices and positive outcomes
- Spearheaded development and launch of new product line, leading to increased market share and customer satisfaction
- Business Responsibility: 250Million approx.
ACCOUNT DIRECTOR
Direxions
05.2012 - 12.2014
- Managing Channel and Customer Loyalty programs across 8 brands
- Focused on digitization of channel experience to optimize operations heavy program management to simplified and agile platforms
- Built strong rapport with clients through regular check-ins, status updates, and proactive problem-solving approaches
- Coordinated events and promotions that generated leads and increased brand visibility in target markets
- Secured new business through targeted prospecting efforts, expanding the company''s client base and market share
- Mentored junior team members, fostering a collaborative environment that encouraged professional growth
- Business Responsibility: 175Million approx.
ACCOUNT SUPERVISOR
OgilvyOne
11.2007 - 01.2012
- Delivering 360 Campaign Planning & Management, Launches, Social Media Management
- Managed high-priority accounts with exceptional attention-to-detail and commitment to achieving desired outcomes
- Conducted thorough market research to inform strategic planning and decision-making processes within the team
- Developed and deepened relationships with key customers by closely monitoring projects, providing information and resolving concerns
ACCOUNT MANAGER
Select Direct
11.2005 - 11.2007
- Direct Marketing Customer Engagement Campaigns and Loyalty Program management for leading brands
- Like ICICI Bank, Tata Sky and Ideas Limited
Education
DIGITAL TRANSFORMATION EXECTUIVE PROGRAM -
IIM Indore
Executive MBA Marketing -
United Business Institute of Belgium, Europe
B. Com (Regular) - undefined
Sri Aurobindo College of Commerce, Delhi University
Diploma in Software Engineering - undefined
Aptech Delhi
Certificate Course in Java Web Programming - undefined
SSI Faridabad
Skills
Experience & Relationship Management
Client Needs Assessment
Client Retention Strategies
Techno-Commercial Acumen
CRM Technologies MSD / SF / Products Management
Personal Information
Date of Birth: 08/03/75
Awards
- Value Creator, Team Player, Best Loyalty Program Strategy, Best Behavioural Economics Engagement Program
- Awards won for clients' Best Customer Experience 3Years in a Row, Best Loyalty Program, Black Dragon Asia Award
References
Prashant Mathur - AVP Customer Sucess
Santosh Valecha - Global Customer Success Head
Timeline
CLIENT SERVICES DIRECTOR
BI Worldwide
03.2021 - Current
ASSOCITE DIRECTOR
HANSA CEQUITY
01.2014 - 03.2021
ACCOUNT DIRECTOR
Direxions
05.2012 - 12.2014
ACCOUNT SUPERVISOR
OgilvyOne
11.2007 - 01.2012
ACCOUNT MANAGER
Select Direct
11.2005 - 11.2007
DIGITAL TRANSFORMATION EXECTUIVE PROGRAM -
IIM Indore
Executive MBA Marketing -
United Business Institute of Belgium, Europe
B. Com (Regular) - undefined
Sri Aurobindo College of Commerce, Delhi University
Diploma in Software Engineering - undefined
Aptech Delhi
Certificate Course in Java Web Programming - undefined
SSI Faridabad