Gaurav Sharma

• Analyze data or insights to determine industry and consumer trends
• Devise long-term development strategies for product categories
• Develop exit strategies for unsuccessful products
• Foster trust relationships with vendors to achieve better pricing and quality of services
• Place appropriate orders to ensure product availability that meets consumer demands
• Determine the positioning of a product category to maximize visibility
• Liaise with marketing teams to determine competitive pricing and promotional activities of a product category
• Collaborate with buyers and merchandisers to expand product categories
• Make forecasts for product demand to ensure the sustainability of inventory
• Studied technical aspects of managed category to identify key quality attributes and cost containment levels.
• Identified and reported key performance indicators to define successful category management.
• Practiced standard sourcing process of opportunity assessment through supplier on-boarding to achieve goals.
• Maximized category turnover through proactive management strategies.
• Collaborated with upper management to implement continuous improvements and exceed team goals.

• Define and own the entire customer support lifecycle including implementing best practices, mapping the customer journey, allocating appropriate resources, etc.
• Define and manage all operational metrics for the organization from high-level objectives and KPIs to individual scorecards at all levels of the organization.
• Provide vision, leadership, and guidance to direct reports; coach and mentor to ensure an energized, motivating work environment and desired business outcomes are achieved
• Drive increased sales through increased sales conversion and training
• Drive strategic initiatives centered on Customer Experience, operational efficiencies, proactive escalation management by collaborating with stakeholders like Operations, Product, Design and Marketing.
• Evaluated performance against goals and implemented appropriate development plans.
• Achieve operational excellence by benchmarking, automating and streamlining processes to bridge gaps and show measurable results
• Proven ability leading and building high-performing teams focused on continuous improvement & process development
• Ability to think strategically, as well as tactically, and to exercise sound judgment in prioritizing issues
• Hire, Mentor and Coach young members of the team
• Ability to thrive in a fast-paced, dynamic, and high energy environment and be comfortable with ambiguity
• Create the consumer insights strategy, develop and implement a roadmap, and execute and manage individual insights projects from start to finish

Ecommerce project head of a startup business venture! Responsible for conceptualizing, recommending and analyzing the strategic E-commerce function .A key business leader in the Brand Team and responsible for the online P&L, delivering profitable sales growth through managing merchandise in the online channel, and the execution of a world class customer experience that is consistent with the Brand strategy in all operating markets. building software products, are highly customer centric, very detail-oriented with a passion for design.

Strategy and Planning:

• Elaborate the vision at the Division level and set up the yearly strategic plan and the yearly budgets in accordance with the Brand’s vision and mission
• Responsible for development of annual online brand P&L budget and commercial / trading plan formulation and delivery in conjunction with cross functional team(s)
• Conduct strategic meetings with suppliers, cross functional teams, etc to negotiate commercial conditions (margin, animations, exclusivity)

Business Development/Relationship Management:

• Lead the implementation of new business strategies and new partner relationships to increase the reach of the Brand online
• Develop new business strategy, tactical plans, and detailed business cases for new business development to rationalize resource investments
• Responsible for delivering the underlying profitability through developing knowledge of key cost drivers from the P&L

Web Analytics Management:

• Analyse web metrics and make recommendations to improve website performance including new ways to drive website traffic and revenue opportunities
• Compile and analyse search data and metrics to make decisions regarding business strategy
• Perform click through rate, conversion, spend and creative analysis to identify growth/optimization opportunities

Product Management:

• Execute product strategy based on strategic objectives, customer needs and Brand M&As
• Hear the voice of the customer (and our associates) and represent it while working with various teams to build products that provide an unparalleled shopping experience by putting the customer first through identifying their current and future needs, pain points, and dreams
• Communicate product priorities/direction to relevant stakeholders
• Manage collaboration between teams (internal/external), and ensure accountability and ownership throughout the project work
• Design, test and manage customer facing digital products to execute the vision of taking customer interaction to a new level, across multiple platforms
• Conduct customer research and determine the user’s story. Draft and build digital product concepts, MVPs and staged products independently; conduct A/B tests and deep dives into customer behavior/interaction (with data) to uncover opportunities and drive business success
• Identify opportunities, goals and determine metrics for analytics. Grow digital products + services continuously to ensure our ultimate objective: state of the art experiences

CX/UX:

• Plan and execute large scale CX/UX development/improvement projects in coordination with external service providers
• Create supporting project documentation and plan work streams; track and review product work/direction on a regular basis
• Lead the prioritization of product development needs

• Held key leadership role in travel start-up including Product development, pricing, operational procedure development, and sales workflow planning.
• Created web and social media team to generate more online leads & presence resulting in higher rate of sales and overall group bookings.
• Launched new, robust Travel management software system, resulting in improved operational insight and planning.
• Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
• Managed budget implementations, employee reviews, training, schedules and contract negotiations.
• Apply operational oversight to processes and procedures, including any dependencies on vendors, service providers, various business contacts and/or internal stakeholders.
• Review full-scale project plans and associated sales and marketing communications, organized content management.
• Ensure all customers have great travel experience by identifying their needs, providing excellent customer service, preparing travel itinerary and effectively dealing with suggestions and complaints
• Created/Motivated positive work environment to inspire employees to achieve targets
• Processed invoices and ensured prompt handling of client payments.
• Tracked daily deposits and prepared weekly and quarterly spreadsheets showing results.

• Accountable for ensuring services delivered by business are professional and customer focused
• Ensures fulfillment 100% of customer-specific SLA’s including application of best practices to enhance offerings to clients
• Maximizes profitability with on-going continuous improvements of processes, managing staffing costs related to service delivery requirements and maximizing use of existing resources with addition of new services
• Working with regional and in-house 6 Travel Managers to ensure adequate resourcing and people management across business, with pro-active recruitment and retention strategies to ensure adequate staffing levels are maintained, sick and annual leave is managed to ensure coverage of team and contingencies are available to ensure absenteeism does not impact business’s performance
• Manages and positively motivates functional reports ensuring that are trained on their duties and appraised for their performance
• Facilitates effective positive teamwork and clear channels of communication both internally and externally
• Sets clear standards, plans and targets for team and to monitor their performance through regular supervision identifying training needs where appropriate
• Establishes regular team meetings and other communication mechanisms to ensure team is clear on organizational and team objectives
• Achieves relevant objectives/KPI’s as outlined by direct Manager

• Achieve growth and hit 95% sales targets by successfully managing sales team
• Design and implement strategic business plan that expands company’s customer base and ensure its strong presence
• Own recruiting, objectives setting, coaching and performance monitoring of sales representatives
• Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs
• Present sales, revenue and expenses reports and realistic forecasts to management team
• Identify emerging markets and market shifts while being fully aware of new products and competition status

• Managing American Express Clientele with 4 projects with total team size of 200(Direct & Indirect Reports).
• Responsible for all client communications, conflict resolution, and compliance on client deliverable and revenue.
• Reviews all major deliverable (i.e. strategic brief, sales Target, P&L, etc.) to ensure quality standards and client expectations are met
• Approves Change Orders and invoices, and is responsible for payment collections.
• Ensures that all processes and procedures are completed, quality standards are met, and that projects are profitable.
• Communicates client's goals and represent client's interests to team.
• Provides regular two-way communication between client and team, to provide strong team representation and set proper client expectations.
• Understanding of company capabilities and service, and effectively communicates all offerings to client.
• Reports to AVP of Client Management, providing regular input on all client activity, including status and call reports on weekly basis.

• Reporting to Sales Manager & handling team of 50 team members.
• Responsible for managing process level metrics through rigorous real time monitoring & consolidating data for Management review.
• Responsible for Pulling out all reports on Daily basis pertaining to management information system
• Agent Performance Report – Agent/Team Leader/Manager/Process wise performance data on Daily/Weekly/MTD basis. Other duties as assigned

• Worked for American Express’s Credit Card process – In Bound Customer Care Ensuring total customer satisfaction through one calls resolution.

• Responsible for supporting the team and make sure that the team is contributing in sales with a good customer experience. Accountable for making outbound calls to make sure that the issues are resolved and customer is happy.

• Responsible for new customer and handling existing US based customers. Focus Client are all home and small offices consumers in these regions.
• Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes