IPE WALLIAVEETIL
Revenue Growth & Customer Engagements
Mumbai
Summary
Customer-centric leader with 25+ years of experience across corporate, startup, and NGO sectors, specializing in customer lifecycle management, retention strategy, revenue growth, and large-scale CX operations. Proven track record of scaling multi-city operations, transforming CRM systems, improving NPS/CSAT, and driving recurring revenue models. Experienced in aligning customer success with business outcomes, leveraging data, process optimization, and cross-functional leadership to deliver sustainable growth—well aligned with SaaS environments.
Overview
25
25
years of professional experience
Work History
Director – Revenue Growth & Customer Engagement (Retail & Partnerships)
Magic Bus India Foundation
04.2021 - Current
- Role Overview: Own end-to-end revenue growth, customer lifecycle management, and retention strategy across a multi-city portfolio. Lead CRM transformation, customer engagement, and expansion initiatives.
- Managed full P&L ownership with focus on revenue scalability and ROI optimization
- Designed and executed customer lifecycle strategies (acquisition → onboarding → engagement → retention)
- Increased revenue by 500% through diversified acquisition and engagement channels
- Improved retention revenue by 200% via CRM-led engagement and communication strategies
- Scaled operations from 2 to 11 cities, building a high-growth, multi-location model
- Led CRM revamp to enhance customer segmentation, tracking, and data-driven decision making
- Built and expanded enterprise partnerships, enabling upsell and long-term value creation
- Developed new recurring revenue streams through digital and corporate engagement models
- Delivered executive-level insights and KPI dashboards for leadership and board decision-making
Director – Customer Retention & Lifecycle Strategy
Direct Dialogue Initiatives
09.2020 - 02.2021
- Led customer retention, lifecycle engagement, and reactivation strategies
- Improved engagement through data-driven communication strategies (email, digital channels)
- Optimized conversion journeys by redesigning digital interfaces and payment flows
- Increased revenue contribution through targeted lifecycle campaigns and segmentation
- Strengthened customer journey to improve stickiness and long-term engagement
Head – Customer Experience & Support Operations
Bounce (Mobility Startup)
08.2019 - 08.2020
- Led end-to-end customer success operations for a user base at scale (500+ team)
- Improved NPS by 14% and CSAT by 23% within 3 months
- Built Voice of Customer (VoC) feedback loops to influence product and engineering decisions
- Reduced support load by 60% through self-service and automation strategies
- Introduced customer segmentation and sentiment scoring to improve retention
- Set up scalable support models for new business lines
Head – Revenue & Customer Operations (Individual Segment)
Sightsavers India
03.2017 - 08.2019
- Managed large-scale customer acquisition, retention, and engagement operations
- Achieved positive ROI for the division for the first time
- Scaled operations across multiple cities and built sustainable growth models
- Designed innovative revenue programs aligned with recurring contribution models
- Led large contact center operations (350+ team) across multiple channels
Senior Manager – Operations & Revenue Strategy
Stayzilla (Startup)
03.2015 - 02.2017
- Led revenue operations and customer experience strategy across regions
- Designed forecasting and performance models to improve revenue predictability
- Partnered with product teams to improve customer experience and conversion
- Managed large sales & support operations (500+ team)
- Achieved record-high sales performance through strategic interventions
Customer Service Manager
Amazon Development Centre (Hyderabad)
10.2011 - 03.2015
- Managed global customer support operations across US & UK markets
- Led process optimization initiatives to improve customer experience and efficiency
- Delivered on key metrics including SLAs, quality, and customer satisfaction
- Led transition and scaling of new processes into stable operations
Progressive leadership roles
Allianz Cornhill (ACIS)
01.2006 - 01.2011
Credit Operations
Capital One, UK
01.2003 - 01.2005
Customer Service & Operations
RR Donnelley (Astron PLC)
01.2001 - 01.2005
Education
B.Sc. - Physics
Mar Ivanios College
Trivandrum03-2001
Skills
Customer Success & Lifecycle Management
Retention & Churn Reduction Strategies
Revenue Growth & P&L Ownership
CRM Transformation & Optimization
NPS, CSAT & Voice of Customer (VoC)
Stakeholder Management
Contact Center & CX Operations
Process Re-engineering & Automation
Data-Driven Decision Making & BI
Multi-location Team Leadership
Project management
Business development
Strategic planning
Contract negotiation
Timeline
Director – Revenue Growth & Customer Engagement (Retail & Partnerships)
Magic Bus India Foundation
04.2021 - Current
Director – Customer Retention & Lifecycle Strategy
Direct Dialogue Initiatives
09.2020 - 02.2021
Head – Customer Experience & Support Operations
Bounce (Mobility Startup)
08.2019 - 08.2020
Head – Revenue & Customer Operations (Individual Segment)
Sightsavers India
03.2017 - 08.2019
Senior Manager – Operations & Revenue Strategy
Stayzilla (Startup)
03.2015 - 02.2017
Customer Service Manager
Amazon Development Centre (Hyderabad)
10.2011 - 03.2015
Progressive leadership roles
Allianz Cornhill (ACIS)
01.2006 - 01.2011
Credit Operations
Capital One, UK
01.2003 - 01.2005
Customer Service & Operations
RR Donnelley (Astron PLC)
01.2001 - 01.2005
B.Sc. - Physics
Mar Ivanios College
ADDITIONAL INFORMATION
- Proven leader in scaling operations, driving retention, and building recurring revenue models
- Strong experience in CRM systems, customer analytics, and process transformation
- Adept at working across corporate, startup, and mission-driven environments