Chaitanya Manu

Led the growth of PhonePe's offline payment solutions by building and managing a strong franchisee and OMC merchant base. Drove merchant acquisition, relationship management, and data-driven strategy adjustments. Led a team of 5 Enterprise Cluster Managers with an overall team size of 120+ On-role and off-role BDs to achieve acquisition and quality targets, while identifying opportunities for product and process improvements based on merchant and customer insights.

Business Growth:

• Increased distribution and market share in assigned geography (AP,TS,KA,TN,KL)
• Developed and managed 15+ DSAs, driving business alignment and growth.
• Analyzed market data to identify improvement areas and implemented local projects for efficiency, achieving a 10% improvement in market penetration.
• Designed local plans based on market size analysis, optimizing distribution models for a 20% increase in reach.
• Countered local competition strategies, improving market share by 12%.
• Benchmarked performance against territories, standardizing best practices.
• Streamlined communication of plans and targets, reducing expectation vs delivery gap by 15%.

Stakeholder Management:

• Resolved merchant escalations by collaborating with internal teams, improving resolution time by 25%.
• Partnered with Marketing, Sales, Supply Chain, and HR to eliminate process gaps and improve team support.
• Established tracking metrics and review mechanisms to ensure project progress.

People Management:

• Achieved 100% team manning through targeted hiring strategies.
• Onboarded and mentored new team members, ensuring smooth assimilation into PhonePe culture.
• Provided regular coaching and performance feedback to ECMs, improving team productivity by 18%.
• Reduced team attrition by 10% through corrective action and engagement practices.
• Drove team-level R&R initiatives, improving employee engagement by 20%.

Quality Management:

• Monitored key quality parameters (MAM, KYC, PFB usage) and initiated corrective actions to close gaps.
• Ensured zero deviation in compliance, maintaining 100% adherence.

• Managed end-to-end operational and sales activities, including hiring, training, and onboarding of 50+ FOS for device sales (Smart Speaker, EDC) and account management.
• Executed manpower planning, ensuring 100% back-up for natural attrition at FOS level.
• Collaborated with recruitment agency, hiring and onboarding new team members with minimal dropouts (
• Trained and inducted 20+ new TSMs/FoS on products and merchant features, improving team efficiency by 15%.
• Monitored FOS attendance and maintained an efficient exit process, ensuring seamless ID management.
• Handled merchant escalations related to transactions, settlements, and new store additions, resolving 95% of issues promptly.
• Coordinated with ASM to address merchant refusals, ensuring a 98% acceptance rate for PhonePe.
• Ensured timely delivery of reports to team and corporate office, improving internal communication by 20%.
• Maintained quality checks for merchant onboarding, ensuring 100% compliance in information collection and collateral deployment.
• Supervised POSM inventory daily, reducing stockouts by 10%.
• Conducted deep analysis on account growth and managed OMC acquisitions at the store level, driving a 12% increase in store-level sales.
• Developed and executed quarterly plans, achieving a 10% growth in MAS% in AP & TS.
• Trained FOS team to drive sales of PhonePe SmartSpeaker and PoS devices, increasing device sales by 25%.
• Fostered long-term merchant relationships, enhancing retention rates by 15%.

• Managed a team of 10 executives, overseeing quotes, price checks, trip allocations, and post-trip feedback.
• Designed and developed online business with 40+ operators in AP and Telangana, boosting market share for bus hire by 15%.
• Collaborated with Sales, Management, Product, and Marketing teams to drive sales and increase customer base.
• Increased GMV by 20% through new business development and strategic partnerships.
• Onboarded and managed Redbus.in accounts across AP and Telangana, achieving revenue targets and delivering top-tier customer service.
• Ensured service levels, developed new revenue streams, and maintained strong relationships with existing accounts.
• Safeguarded timely billing and collections, improving client service efficiency by 25%.
• Monitored sales revenue, implementing corrective actions to meet goals.
• Formulated and executed strategies to achieve top-line and bottom-line targets, increasing revenue by 12%.
• Developed competitive selling programs, boosting service awareness and growth by 18%.
• Collected client feedback and market intelligence to generate leads and refine strategies.
• Managed business operations to meet sales and revenue targets, achieving a GMV of 6 Crores INR in 2019-20.
• Implemented the "What You See, What You Get" concept, improving customer retention by 10%.
• Negotiated sales with operators, driving an 8% increase in CR through the Income per KM model.

• Launched retailers in online platform and drove sales through them on Amazon
• Analyzed consumer buying patterns and targeted seller launches through category drive, CIS, NULL Searched on Amazon
• Supervised sellers accounts, under account management role for 60 days from the date of launch beneath PLE (Post Launch Engagement)
• Performed numerous other business development and B2B sales & marketing activities
• Collaborated with internal and external stakeholders to acquire technical and customer information and enable effective pitching for new business accounts
• Managed all aspects of sales, revenue attainment and management of channel partnerships; evaluated, identified and secured large product channel deals
• Created and developed revenue generating partnerships with resellers and service providers

• Spearheaded a team with 4 members; hired, trained, and managed sales & service representatives teams to launch service provider online and drove sales on localoye.com
• Managed on-boarders and on-boarding; conducted data analysis & business reporting and client negotiation