Arnav Goel
Summary
Adaptable professional demonstrating strengths in stakeholder engagement, team leadership, and revenue optimisation. Engages diverse teams to drive strategic initiatives and enhance customer satisfaction across multiple sectors. Committed to delivering impactful results through effective communication and data-driven decision-making.
Overview
2
2
Languages
1
1
Certification
8
8
years of professional experience
Work History
Store Director
Lenskart.com
04.2026 - Current
- Led end-to-end store P&L and operations, owning sales, revenue, profitability, inventory, customer experience, and team performance
- Led a team of 10 through daily KPI reviews and floor coaching, driving ET Conversion up by 5.4% and ET penetration up by 10.1% YoY, while growing Net ATV by 15.5% (Jun–Aug'26) and delivering ₹39L monthly store revenue
- Enhanced customer experience through detractor-driver analysis and service-recovery protocols, driving Order NPS from 18% to 85% and Integrated NPS from 77.8 to 96.7
- Scaled Progressive product line, increasing Progressive ATV by 51.8% and maintaining 31% revenue share through premium-led selling
- Collaborated with marketing and e-commerce teams to execute omnichannel initiatives, generating 3% incremental revenue growth
Data Intern
IRIS Business Services
04.2025 - 06.2025
- Conducted primary research by surveying 1,500+ MSMEs across 15 industrial zones in Goa, successfully onboarding 300+ onto the IRIS Peridot platform a month ahead, and collecting valuable insights on digital adoption, scheme awareness, and operational challenges
- Developed go-to-market recommendations using GAP Analysis and user behaviour insights, enhancing platform adoption by 20%
- Coordinated cross-functional product testing and customer engagement initiatives, bridging communication between MSMEs, government, and internal product teams to enhance MSME onboarding and beta testing of the app through strategic outreach
- Facilitated digital adoption for Goan MSMEs by onboarding onto digital platforms, accessing government schemes, and conducting primary field research
Duty Manager
Intercontinental Hotels Group
03.2022 - 06.2022
- Designed and sold targeted upselling packages, surpassing monthly targets and adding ₹5 lakh in incremental revenue through upgrades
- Trained teams on communication standards and strategic upsell messaging to enhance brand representation and improve customer engagement.
- Built strong customer relationships through strategic communication and negotiation, fostering loyalty and driving conversions.
- Drove data-backed insights on occupancy trends, pricing behaviour, and customer patterns to influence service and promotional decisions by identifying demand patterns and using yield management strategies resulting in a 20% revenue uplift using concerto
- Applied RPN with cost–benefit analysis to reduce risks from billing errors and CC declines, protecting hotel revenue.
Front Office Executive
Intercontinental Hotels Group
10.2019 - 02.2022
- Collaborated with Sales, Finance, and Operations teams to deliver seamless service, improving customer satisfaction and retention
- Recognised as Winning Ways Champion (Aug 2021) for boosting Guest Love (NPS score) from 87% to 91% in Q2 through exceptional service
- Achieved Hotel’s Problem Handling Champion recognition for Q4 2021 by resolving over 200 guest issues, maintaining a 95% satisfaction rating
- Coordinated with Sales and Finance to manage high-value group billings, including for Maruti Suzuki, by implementing interdepartmental workflows, real-time expense tracking, and resource optimization delivering ₹3 cr from the event, supporting ₹6.5 cr in monthly revenue
- Conducted daily reconciliation, audit checks, and MIS reporting to enable informed management decisions and ensure process discipline
I HOST
Intercontinental Hotels Group
07.2018 - 09.2019
- Utilised data-driven insights from CRS and PMS systems to generate performance reports on loyalty spending and manager shifts, curating strategies that elevated Welcome Amenity score from 69.20% in Q1 to 91.17% in Q3
- Utilized data-driven insights from CRS and PMS systems to create performance reports such as loyalty spending & daily manager shift report and curated operational strategies that significantly boosted the Welcome Amenity score from 69.20% in Q1 to 91.17% in Q3
- Rotated through Sales, Marketing, Finance, and Operations to drive lead generation, client acquisition, and loyalty enhancement
- Executed ESG-aligned practices to achieve 10% reduction in energy usage through load optimisation and decreased turndown services
Education
PGDM - Marketing & Operations
Goa Institute of Management
Goa01-2026
B.Sc.(H&HA) - Hospitality and Hotel Administration
Institute Of Hotel Management Bangalore/I.G.N.O. U
Bangalore01-2018
HSC - Science
Central Board of Secondary Education
Meerut01-2015
SSC - Science
Central Board of Secondary Education
Meerut01-2013
Skills
- Operations management
- KPI management
- Sales forecasting
- Sales optimisation
- Process optimisation
- Data analysis
- Market analysis
- Cross-functional teamwork
- Relationship Management
- Conflict management
- Risk Management
- Rota management
Certification
- Generative AI by Microsoft & LinkedIn, 2024-01-01, Earned a Certification in Career Essentials in enhancing skills in AI-driven technologies
- Product Marketing Foundations, 2024-01-01, Acquired knowledge in product positioning, messaging, and go-to-market strategies
- Power BI Essentials, 2024-01-01, Gained proficiency in data visualization, dashboard creation, and deriving actionable business insights.
- Marketing Analytics, 2024-01-01, Completed Certification in Marketing analytics: presenting Digital marketing data to derive actionable insights.
Personal Information
Age: 28
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Store Director
Lenskart.com
04.2026 - Current
Data Intern
IRIS Business Services
04.2025 - 06.2025
Duty Manager
Intercontinental Hotels Group
03.2022 - 06.2022
Front Office Executive
Intercontinental Hotels Group
10.2019 - 02.2022
I HOST
Intercontinental Hotels Group
07.2018 - 09.2019
PGDM - Marketing & Operations
Goa Institute of Management
B.Sc.(H&HA) - Hospitality and Hotel Administration
Institute Of Hotel Management Bangalore/I.G.N.O. U
HSC - Science
Central Board of Secondary Education
SSC - Science
Central Board of Secondary Education