Summary
Overview
Work History
Education
Skills
Area Of Expertise
PROJECTS
Accomplishments
Affiliations
Timeline
Generic
Danish Goyal

Danish Goyal

New Delhi

Summary

Demonstrated success in fostering positive relationships with customers, resulting in increased satisfaction and retention rates. Results-driven Customer Retention Manager with proven ability to enhance productivity and efficiently manage tasks. Skilled in strategic planning, data analysis, and customer relationship management. Excel at communication,Data analysis, problem-solving, and adaptability, ensuring successful customer retention strategies and team leadership.

Overview

5
5
years of professional experience

Work History

D2C Fulfillment & Customer retention manager

Farmley (Dry fruits and Snacks)
Noida
- Current
  • Handling a team of 9 people in CRM, Telesales, and Website operations
  • Monitor the daily API of the whole team, and execute actions to achieve monthly targets
  • Making monthly customer retention reports and analyzing every cohort to provide conclusions and recommendations to improve the CAC/LTV ratio
  • Automated customer communication flow on WhatsApp, SMS & Email for smooth pre-dispatch and post-dispatch experience for customers and to increase automated revenue
  • Take care of WhatsApp, Email & SMS marketing campaigns to increase monthly sales and retention
  • Dealing with stakeholders for smooth order distribution flow in Pan India
  • Making website PnL report and analyzing every KPI to increase both net sales and CM2
  • Handling customer complaints, creating SOP, and analyzing them weekly to see the common trend and actionable to work on for customer delight
  • Analyze the NPS score of all the products to focus marketing campaigns across the hero products
  • Working with the R&D team closely to provide them with the key actionable across the improvements required in existing products, the Future of new launches, etc
  • As per the customer's feedback
  • Managing end-to-end inventory, fulfillment, and listing of new products on the website.

Manager-E-Commerce and Customer Retention

AURIC (Ayurvedic Beverage)
New Delhi
07.2019 - 03.2022
  • To lookout for an end to end E-commerce & Order fulfilment operations, Customer retention
  • To onboard Different Courier partners for the distribution of the product in both B2C and B2B
  • To make the Business Retention reports, analyze the data, and provide Conclusions and recommendations to increase the retention rate
  • Manage Telesales operations and CRM (Generated 30 Lac revenue with 45% Net sales & 10% increase in retention rate)
  • Lead Hyperlocal project with Blowhorn and Reduced the overall returns from 16% to 12%
  • To Manage a team of 14 People in E-commerce and Customer service and keep a check on their work, Performance, and API reports
  • Drive system & Process improvements in E-commerce and Customer relationship management
  • Identify where customers are facing issues from data analysis & surveys and present insights for improvements
  • Present the Monthly and quarterly profit and loss reports and business KPI’s and analyze unexpected trends in them to take instant actions accordingly
  • To handle SMS/WhatsApp marketing campaigns and analyze them to increase the % conversion& % CTR
  • Effectively coach and give feedback to the whole team regarding their performance and reports
  • Sound knowledge of Insights reporting, data visualization & implementation.

Graduate apprentice engineer

Hindustan Unilever Limited (FMCG)
Baddi, HP
  • Manage the shift workforce and machine troubleshooting
  • To develop and draft an improved production system by eliminating all the losses and defects
  • Learn the end-to-end manufacturing Process of toilet soap and bathing bars
  • Maintain a database in the Logbook for capturing the total production, downtimes, defects, and description of various losses in machines
  • Provide job training to workers to meet production goals.

Education

B. Tech (Mechanical)

01.2017

Higher Secondary education

01.2013

Matriculation

01.2011

Skills

  • Data analytics
  • CRM
  • Customer retention
  • D2C Fulfillment
  • Shopify
  • Revenue generation
  • RTO management
  • E-commerce marketing
  • Customer satisfaction
  • Operational management
  • Order Fulfillment
  • Inventory Planning
  • Time management
  • World class manufacturing
  • Process/Systems alignment
  • Team management
  • Root cause analysis

Area Of Expertise

  • CRM
  • WhatsApp/Email/SMS marketing
  • Data Analytics
  • Customer retention
  • D2C Fulfillment
  • Shopify
  • Revenue generation
  • RTO management
  • Customer satisfaction
  • Order Fulfillment
  • Inventory Planning
  • Time management
  • Process management
  • Team management
  • Root cause analysis

PROJECTS

  • Automated D2C customer communication Journey on WhatsApp & SMS to improve pe-dispatch and post-dispatch experience, and increase sales.
  • Designed and executed the whole CTWA & Scan QR Code Journey.
  • Made retail shop visits on best and least performing stores in Delhi NCR to analyze customer behaviour and increase GT sales.

Accomplishments

  • Grew Telesales by 40% month on month and increased lifetime customer retention from 18% to 30% in unique customer terms & 20% to 36% in revenue terms
  • Generated revenue of 32 Lac in a month through Telesales
  • Increased Website’s CM2 from -5% to 9.2%
  • Increased Telesales orders by 100% through WhatsApp, Email & SMS campaigns.
  • Reduced Shipping cost from 22% to 14%
  • Saved 5.5 Lac annual cost in WhatsApp campaigns and website checkout.

Affiliations

  • Chess
  • Cricket
  • Watching Content
  • Reading Novels

Timeline

Manager-E-Commerce and Customer Retention

AURIC (Ayurvedic Beverage)
07.2019 - 03.2022

D2C Fulfillment & Customer retention manager

Farmley (Dry fruits and Snacks)
- Current

Graduate apprentice engineer

Hindustan Unilever Limited (FMCG)

B. Tech (Mechanical)

Higher Secondary education

Matriculation

Similar Profiles

CREATE PROFILE
Danish Goyal