Harsh Sharma

Supply Lead – Swimming & Badminton | Cult Play & Pilates Circle, Cult.fit | Dates (Jan 2025 – Present)

• PAN-India Supply Ownership: Led supply operations for swimming and badminton sessions across India for Cult Play and Pilates sessions for Pilates Circle by Cult, ensuring service availability, policy compliance, and customer satisfaction at scale.
• Business Structuring & Operational Streamlining: Spearheaded the organization and standardization of Cult Play operations, including scheduling systems, coach policy adherence, leave tracking, and delinquency reduction.
• Manpower Planning and Staffing: Managed workforce planning, onboarding, and deployment of coaches nationwide, ensuring optimal trainer allocation across locations based on demand.
• Leave and Compliance Management: Implemented structured leave policies and monitoring frameworks for coaches, improving operational continuity, and reducing last-minute session disruptions.
• Schedule Optimization and Tool Enhancement: Optimized coach scheduling for efficiency and peak coverage, while collaborating with Tech teams to drive enhancements in operational tools for scheduling, tracking, and workforce management.
• GX-PT Hybrid Model Development: Designed and implemented a GX-PT model for the Pilates Circle, enabling trainers to handle both group sessions and personal training within a unified, efficient schedule.
• Delinquency Reduction: Reduced coach delinquency rates from 45% to under 5%, significantly improving reliability, trainer accountability, and member trust.
• Customer Safety & Experience Assurance: Brought down the member-to-coach breach ratio to zero, maintaining high standards of session safety, member satisfaction, and operational compliance.

West Zone Owner – Group Sessions (GX) Supply

• Regional Leadership: Spearheaded GX supply operations across 30+ centers in the West Zone, ensuring seamless execution of group sessions aligned with customer demand and business goals.
• Schedule Optimization: Led end-to-end scheduling across all GX centers, optimizing session timing, trainer allocation, and resource utilization to improve efficiency and customer satisfaction.
• Manpower Planning and Leave Compliance: Responsible for end-to-end workforce planning, onboarding, and daily management of both in-house and freelance trainers to ensure seamless operations. Oversaw leave management for over 120 trainers, ensuring adherence to company leave policies while maintaining optimal staffing levels.
• Demand forecasting: Projected footfall across all centers, and aligned supply dynamically, ensuring high availability of sessions during peak hours, while minimizing overstaffing.
• Cost Optimization: Successfully reduced freelancer costs by streamlining staffing models and improving the full-time/freelancer mix based on utilization metrics.
• Customer Experience & Quality Control: Brought down session cancellation rates from 2.5% to 0.5% through proactive planning, real-time issue resolution, and enhanced service reliability, directly contributing to improved customer satisfaction.

• Customer Relationship Management, Customer Service, Center operations, Customer experience, In-center sales, inventory management, Customer troubleshooting, and people management.
• I worked in Online Operations for online products such as Online PT, where I managed a team of over 150 trainers and also worked on some other products like Online GX (group sessions), live interactive sessions, etc.
• Sales, product rating, customer experience, and managing supply and scheduling of the trainers.
• Managed NUX ratings (new user experience) for the product and trial-to-paid customer conversion.
• Actively interacted with new customers to get their feedback, and worked with the team on improvements.
• Handled critical customer escalations, and provided satisfactory resolutions.
• Helped in successfully launching a pilot project.