Hemant Kumar
Business Strategy & P&L Leader
Gurgaon
Summary
Business Strategy & Program Management leader with 13+ years of experience across technology-led hospitality and telecommunications, spanning P&L management, business strategy, growth, transformation, revenue optimization, business development and analytics.
Currently driving P&L and strategic initiatives for Company Serviced (CS) and Franchise cohorts at OYO, focused on revenue growth, profitability, portfolio expansion and execution excellence. Proven experience partnering with CXOs and senior leadership to translate strategic priorities into scalable programs and measurable business outcomes.
Led high-impact initiatives across customer realization, Cash Margin, field-productivity transformation, brand reputation, partner engagement, lead generation and Rewards & Recognition. Strong commercial orientation backed by data-driven decision-making and cross-functional leadership across Product, Technology, Analytics, Finance, Revenue, Operations, Marketing and Sales.
Overview
3
3
Certifications
14
14
years of professional experience
Work History
Program Manager – Strategy & Excellence
OYO / PRISM
Gurgaon
05.2019 - Current
- Drove P&L strategy and business performance for 1700+ Company Serviced (CS) and 10000+ Franchise cohorts, enhancing revenue growth, profitability, portfolio expansion, and operating efficiency; governed key metrics including Revenue, DSRN, Occupancy, ARR, Realization, RevPAR, Contribution Margin, and supply growth.
- Lead KRA/KPI frameworks for 1100+ Field Employees, incentive structures, productivity scorecards and structured business reviews, aligning field execution with revenue, profitability and growth priorities.
- Led India Supply-side brand reputation and sentiment management, leveraging customer feedback and business insights to identify experience gaps, drive corrective actions, and strengthen brand perception across the portfolio.
- Lead lead-generation programs and campaign for new Company Serviced signings and drive growth of the Franchise subscription model, supporting partner acquisition, conversion strategy and scalable expansion across priority markets.
- Conducted portfolio, market, and property-level deep dives to identify revenue leakage and profitability gaps, collaborating cross-functionally to implement corrective interventions.
- Lead Rewards & Recognition (R&R) and field performance management for India, owning program design, governance and execution of performance-linked rewards including international trips, premium gadgets and cash incentives, while ensuring timely fulfillment and periodic performance reviews.
Program Manager – CXO Office
OYO / PRISM
Gurgaon
09.2023 - 01.2025
- Worked with senior leadership/CXO Office on high-priority strategic, growth and business-transformation programs, translating leadership priorities into structured initiatives with defined KPIs, ownership, timelines and governance.
- Led Customer Realization strategy across India through Online, OTA and Direct channels, driving field and product-led interventions that improved Pay-at-Hotel (PAH) Realization by ~3 percentage points via governance and enhancements.
- Led Customer Realization strategy across India across Online, OTA and Direct channels, driving field and product-led interventions; improved Pay-at-Hotel (PAH) Realization by ~3 percentage points through governance, field initiatives and product enhancements.
- Conceptualized and introduced PAH DSRN as a key business metric for the Franchise network, creating a proactive mechanism to maintain healthy property wallet balances, helping reduce recovery exposure and mitigate partner churn risk.
- Led cross-functional initiatives across Supply, Revenue, Business Growth, Product and Operations, coordinating central functions and field leadership to accelerate execution.
- Developed leadership-level business reviews and performance dashboards to identify performance gaps and growth opportunities, supporting faster management decisions.
- Supported design and governance of KPI/KRA, performance and incentive frameworks, aligning field execution with company-level priorities.
- Leveraged business analytics and structured problem-solving to generate actionable recommendations across revenue, realization, supply growth, productivity and operating performance.
Business Analyst – Central Supply
OYO / PRISM
Gurgaon
12.2020 - 09.2023
- Led analytics and decision-support initiatives for Central Supply, covering supply acquisition, market prioritization, revenue performance and field productivity.
- Managed performance frameworks for ~500-member growth organization, establishing KPI governance and incentive structures to drive accountability.
- Developed Project Kundali for 10K+ Properties, integrating property-level supply, revenue and operational metrics with historical and cluster benchmarking to improve business decision-making.
- Prepared supply and business-performance insights for CXO and Founder-level reviews, leveraging SQL, Python and Advanced Excel for analysis and reporting.
- Prepared insights on supply and business performance for CXO and Founder-level reviews, utilizing SQL, Python and Advanced Excel for detailed analysis.
Area Business Manager
OYO / PRISM
Jaipur
05.2019 - 12.2020
- Led business development, hotel acquisition, and partner retention initiatives across Rajasthan, enhancing portfolio growth and reducing churn.
- Added 500+ sellable rooms, contributing ₹20M+ in monthly business value.
- Oversaw portfolio of 300+ hotel properties, driving revenue growth through strategic pricing, operational improvements, and performance management.
- Drove portfolio growth by optimizing pricing and implementing marketing strategies, while monitoring key commercial and operational KPIs.
- Recognition: Best Area Business Manager – Sep 2020
Enterprise Service Manager
VODAFONE MOBILE SERVICES LTD.
UP West & Delhi NCR
08.2017 - 04.2019
- Managed a portfolio of 1,000+ corporate accounts across National Accounts, SME and SOBO segments for the zone, owning revenue growth, customer retention, service performance and relationship management.
- Managed a 15-member Virtual Help Desk, driving proactive customer engagement, lead generation, revenue upsell/cross-sell and relationship management across the corporate portfolio.
- Drove mobility, non-mobility and FDL business growth through new-account hunting, existing-account farming, corporate engagement programs and structured sales funnels, while managing base, gross, service-related and acquisition churn.
- Led corporate service reviews and engagement camps, coordinating with Distribution, Collections, Network and Service teams to resolve customer requirements across voice, data, account management and service provisioning, strengthening customer experience and business retention.
- Recognition: 3× ARJUNA Award – Best Enterprise Service Manager | Zonathon Award – AMJ 2018 | Go Digital Contest Winner
Zonal Retention Lead
VODAFONE MOBILE SERVICES LTD.
UP West
06.2015 - 07.2017
- Led consumer retention, lifecycle and churn management for the zone, driving initiatives to reduce voluntary and involuntary churn through field teams, telecalling and targeted interventions, with focus on high-ARPU, HNI and high-tenure postpaid subscribers.
- Managed two collection agencies comprising telecalling and field teams, overseeing collections across 0–90 day delinquency buckets and bad debt, with focus on improving collections and controlling involuntary churn.
- Owned TNPS and NPS as core KRAs for the postpaid subscriber base, driving customer-experience improvement through complaint analytics, service interventions and customer engagement programs.
- Managed customer complaints and escalations across Call Centre, CRM, Social Media and TRAI channels, identifying recurring service issues and driving timely resolution to improve customer experience and retention.
- Drove quality acquisition, suspension reduction and retention-tool adoption across FOS, Telecalling, Collections and Store teams; led training for distributors and Vodafone retail channels on products, policies, processes and acquisition quality.
- Recognition: Zonathon Award – Best Zonal Retention Lead, JFM 2017 | Star of the Quarter Nominee | Safety Hero
Activation Officer
VODAFONE MOBILE SERVICES LTD.
UP West
11.2012 - 05.2015
- Managed end-to-end activation of prepaid and postpaid customers, ensuring adherence to regulatory guidelines and defined TAT and compliance standards.
- Owned daily operational reporting to Zonal Customer Service Head, channel partners and Circle Activation Lead, highlighting performance, gaps and corrective actions.
- Led a 25-member back-office and field team, managing training, productivity, quality and performance to ensure smooth activation operations and service delivery.
- Recognition: Vodafone Star – JFM 2015 | Megastar – OND 2014 | 2× Zonathon Award – Best Activation Officer
Education
Master of Business Administration (MBA) -
Vidya School of Business
Meerut, India07-2012
Bachelor of Science -
PCM | Meerut College, CCS University
Meerut, India07-2010
Skills
P&L & Strategy: P&L Management Business Strategy Revenue Growth Profitability Business Planning
Transformation & Programs: Strategic Program Management CXO Office Business Transformation Cross-functional Leadership Program Governance
Growth & Commercial: Business Development Lead Generation Partner Engagement Revenue Management Customer Lifecycle
Certification
Data Science Academy – OYO Hotels & Homes (2021)
Timeline
Program Manager – CXO Office
OYO / PRISM
09.2023 - 01.2025
Business Analyst – Central Supply
OYO / PRISM
12.2020 - 09.2023
Program Manager – Strategy & Excellence
OYO / PRISM
05.2019 - Current
Area Business Manager
OYO / PRISM
05.2019 - 12.2020
Enterprise Service Manager
VODAFONE MOBILE SERVICES LTD.
08.2017 - 04.2019
Zonal Retention Lead
VODAFONE MOBILE SERVICES LTD.
06.2015 - 07.2017
Activation Officer
VODAFONE MOBILE SERVICES LTD.
11.2012 - 05.2015
Master of Business Administration (MBA) -
Vidya School of Business
Bachelor of Science -
PCM | Meerut College, CCS University