Ashish Kumar
Summary
Dynamic Key Accounts Manager with a proven track record at Zomato, excelling in leadership and data-driven decision-making. Spearheaded city development initiatives, driving significant business growth. Skilled in relationship management and financial forecasting, achieving top 10 performer status. Expert in streamlining processes and enhancing customer experiences, demonstrating exceptional business development acumen.
Overview
10
10
years of professional experience
Work History
Key Accounts Manager
Zomato
08.2021 - Current
- Spearheaded strategic planning and execution of city development initiatives, resulting in a significant increase in business growth and economics.
- Demonstrated expertise in managing Profit and Loss (P&L) statements for various projects and initiatives, effectively identifying cost-saving opportunities, and revenue enhancement strategies.
- Utilized data analytics and market research to identify growth opportunities, analyze market trends, and make data-driven decisions to maximize city development and financial performance.
- Led a high-performing team, providing mentorship and guidance to individual team members to enhance their skills, and promote a culture of professional growth and development.
- Prepared detailed financial reports, presenting key performance indicators, and financial metrics to leadership, offering insights into the city's financial health and progress.
- Cultivated strong, mutually beneficial relationships with FNB partners, negotiating favorable terms, and ensuring seamless integration of their services on the Zomato platform, resulting in enhanced customer satisfaction and retention.
- Recognized as one of the top 10 performers in the state-wise cluster tier for excelling on KPIs including Menu Opens, M2O, CMPO, Bad Order%, and RP Meeting Coverage for September, October, and November 2024.
- Utilized sales data and client feedback to improve organizational strategies.
- Communicated with retailers to provide information on promotions and sales.
City Growth Manager
Zomato
09.2020 - 07.2021
- Acquire a thorough understanding of key customer needs and requirements.
- Expand the relationships with existing customers by continuously proposing solutions that meet their objectives.
- Ensure the correct products and services are delivered to customers in a timely manner.
- Serve as the link of communication between key customers and internal teams.
- Resolve any issues and problems faced by customers, and deal with complaints to maintain trust.
- Play an integral part in generating new sales that will turn into long-lasting relationships.
- Prepare regular reports of progress and forecasts to internal and external stakeholders, using key account metrics.
- Monitored sales growth vs. budget expectations prior to implementing marketing strategies and business plans.
Key Account Manager
Zomato
08.2019 - 08.2020
- Monitored market trends and competitor activity to adjust account strategies accordingly.
- Managed the relationship between internal teams and external customers.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
- Managed account portfolios, keeping detailed records of account activities, transactions, and progress.
- Provided input into product development and marketing strategies based on key account feedback and requirements.
Account Manager
Zomato
01.2019 - 07.2019
- Acting as a liaison between the client and departments within the company to convey information, ensure understanding, and make certain everything gets done in an accurate, timely manner.
- Making the client aware of other services and actions that may lead to greater success.
- Monitoring the client's budget, explaining costs, and negotiating new terms, if necessary.
- Keeping up on trends, changes, and competitor actions that might affect their clients.
- Providing progress reports to clients and upper management.
- Prepared monthly financial statements for each account.
- Implemented customer feedback mechanisms to gather insights and improve service delivery.
- Coordinated with logistics teams to ensure timely delivery of products to customers.
Assistant Team Lead - Customer Delight Team
Zomato
10.2018 - 12.2018
- Managed a team of 30 to 45 associates who were customer delight representatives, providing guidance, support, and coaching to ensure exceptional customer service delivery.
- Developed and implemented training programs to enhance team members' skills, resulting in improved performance and higher customer satisfaction ratings.
- Effectively delegated tasks and responsibilities to team members, fostering a collaborative and motivated work environment.
- Led initiatives to streamline processes, reducing customer response times, and enhancing the overall customer experience.
- Demonstrated in-depth knowledge of products, services, and industry-specific processes, providing expert assistance to team members and customers alike.
- Acted as a go-to resource for complex customer inquiries, resolving issues promptly and effectively.
- Conducted regular training sessions to keep the team updated on product knowledge and industry best practices.
- Successfully resolved escalated customer complaints and issues, turning dissatisfied customers into loyal advocates.
- Effectively mediated conflicts between team members, fostering a positive team dynamic, and reducing internal disputes.
- Monitored and tracked team performance metrics, such as First Response Time (FRT), Customer Satisfaction (CSAT) scores, and Average Handling Time (AHT).
- Implemented strategies to achieve and exceed performance targets, resulting in consistently better performance and recognition for the team.
Associate
Zomato
05.2018 - 09.2018
- Handling customer queries
Sales Associate
Quantum Technologies Inc.
11.2016 - 03.2018
- Helped customers find specific products, answered questions, and offered product advice.
- Built and maintained relationships with peers and upper management to drive team success.
- Worked with fellow sales team members to achieve group targets.
Sales Associate
Quatrro Global Services Pvt. Ltd
09.2014 - 09.2016
- Helped customers find specific products, answered questions, and offered product advice.
Education
MBA -
Swami Vivekanand Subharti University
Meerut, UP11-2023
BCA -
Sunrise University
Alwar, RJ06-2015
Skills
- Leadership
- Relationship Management
- P&L saving
- Customer experience
- Growth and financial forecasting
- Account performance analysis
- Business development
- Key account management
- Sales negotiations
- Contract negotiation
Languages
- English
- Hindi
Timeline
Key Accounts Manager
Zomato
08.2021 - Current
City Growth Manager
Zomato
09.2020 - 07.2021
Key Account Manager
Zomato
08.2019 - 08.2020
Account Manager
Zomato
01.2019 - 07.2019
Assistant Team Lead - Customer Delight Team
Zomato
10.2018 - 12.2018
Associate
Zomato
05.2018 - 09.2018
Sales Associate
Quantum Technologies Inc.
11.2016 - 03.2018
Sales Associate
Quatrro Global Services Pvt. Ltd
09.2014 - 09.2016
MBA -
Swami Vivekanand Subharti University
BCA -
Sunrise University
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