Gauri Mahna
New Delhi
Summary
A senior management professional with 20+ years of experience in the consumer internet industry with special focus on customer success, strategic partner management and optimization of processes.
Experience varies across two industries: Travel and Education. Deep skills in building and implementing projects (from travel itineraries to adult-learning educational programs) across the entire product development lifecycle, from conceptualization to launch.
Worked in fast-paced, unstructured, chaotic, and agile work environments that is typical of young consumer internet companies with a strong emphasis on organizing great teams, making data driven decisions and delivering results.
Overview
23
23
years of professional experience
Work History
Director - Engagement & Customer Success
Harappa Education
New Delhi
11.2020 - Current
- Overseeing the post-sale lifecycle of enterprise clients, with a focus on ensuring successful delivery, adoption, continuous engagement, and the establishment of enduring relationships to minimize churn and maximize reactivation
- Managed a portfolio of 40+ enterprise clients with contracted billing exceeding Rs 4 Crores, achieving an average course completion rate of 80% and maintaining an impressive average NPS of 8/10
- Spearheaded the strategic planning, and delivery, of Women's leadership programs, demonstrating a commitment to fostering gender diversity and professional growth
Head- Product & Operations
Byond Travel
Bangalore
02.2017 - 02.2020
- Byond Travel is an experience-focused online travel platform that features more than 10,000 experiences across 50 countries through its well-curated itineraries
- As Head of Product and Operations, was accountable for the overall profitability of the group tours business
- Pivoted the company’s strategy to launch an online marketplace for multi-day group tours
- From the formulation of business strategy to its execution, was responsible for all functional aspects of the business, encompassing sales, marketing, finance, and people management. The role demanded continual strategic thinking alongside the management of all transactional activities
General Manager – Outbound Holidays
TUI India
Gurgaon
08.2016 - 01.2017
- Developed competitive digital products for group travel across regions, optimized inventory control in collaboration with Sales, and closely aligned with Marketing to craft effective digital strategies supporting sales objectives
Senior Manager – Outbound Holidays
MakeMyTrip
Gurgaon
01.2006 - 06.2016
- As a core member of the product development team was responsible for managing product through its lifecycle, gathering and prioritizing destinations and customer requirements, defining the product vision and working closely with the team to deliver profit oriented and innovative products catering to multiple target groups across various cities in India
- Achieved 80% growth in passenger numbers and revenue in Southeast Asia (between 2007 and 2009)
- Launched charters to Maldives and Phuket in 2010 and 2011 respectively, contributing to 55% of overall traffic from India
- Developed digital marketing campaigns after conducting a widespread market segmentation, planning and placement exercise that directly increased unique visitor traffic to the outbound holiday segment by 72% MoM and queries by 70% YoY
- Established and nourished alliances with key stakeholders in tourism boards of Australia, Singapore, Thailand, Malaysia, Switzerland etc. for exclusive promotional tie-ups, with an emphasis on enhancing online visitors traffic, resulting in additional revenues
- Instrumental in conceptualizing and creating key destination experiential video content
Junior Manager
P&O Travel
New Delhi
08.2000 - 10.2005
- Specialized in M.I.C.E. business and handled prestigious events such as IFFA Awards (2001- 2005), ICC World Cup, South Africa (2003), Olympics, Greece (2004)
- Negotiated and liaised with airlines, hotel chains (international and domestic) and incoming agencies for group rates
- Managed pre and post packages for P&O cruise ships carrying 1500 passengers with a 99% customer satisfaction score
Skills
- Project Management
- Creativity & Innovation
- Problem Solving
- Decision Making
- Stakeholder Management
- Effective Communication
- Time Management
- People Management
- Relationship Building
- Empathy
Languages
English
First Language
Hindi
Proficient
C2
Spanish
Beginner
A1
Timeline
Director - Engagement & Customer Success
Harappa Education
11.2020 - Current
Head- Product & Operations
Byond Travel
02.2017 - 02.2020
General Manager – Outbound Holidays
TUI India
08.2016 - 01.2017
Senior Manager – Outbound Holidays
MakeMyTrip
01.2006 - 06.2016
Junior Manager
P&O Travel
08.2000 - 10.2005
INTEREST
Exploring new countries and small nooks in India
Reading biographies, mystery, thriller, and romance fiction books
Listening to Pop & Hip-Hop music
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