Hi, I’m
Kumud Pandey
Ecommerce Manager
Mumbai
Summary
Dedicated E-commerce Professional with 17+ years of experience of meeting company goals with specific focus on online sales and operational activities including new strategic tie-ups and vendor relationship management. Proficient in managing sales campaign across marketplaces like Amazon, Flipkart, Tata Cliq and OEM websites. Adept at B2C and B2B strategy formation for increased conversion rate with better user experience. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
years of professional experience
4
years of post-secondary education
7
Certifications
Work History
SOTC Travel Limited (Formerly SOTC Travel Pvt. Ltd.)
General Manager, Online Division
12.2022 - Current
Job overview
- 75 Years old leading travel and Tourism Company active across various travel segments including Leisure Travel, Incentive Travel and Business Travel
- Increased Call Center turnover by 173% in '23, compared to previous year
- Successful set up and Go-Live of In-House call center within a month’s time (including hiring and training)
- Expansion of Call Center basis business requirement
- Enhanced UI UX with new website and app designs (considering customer survey)
- Website Organic Traffic Increased by 100% and Domain Authority Improved from 38 to 45
- New International Project with RBC and Fairfax to make a Microsite for lead generation successfully made live in India within defined timelines through outsourced developers
- Third Party Tie-ups done for RBC Project to Increase website traffic by 30%
- Like Trafalgar, Cosmos, Contiki and Avalon
- Language Translation made live on website with 50% Usage and Translation within a month’s time
- EMI Options and Rewards are some new features made live on website in past 1 Year
- Customer Service App made live for SOTC to minimize manual intervention and improve customer experience
- Whitelisted Solution (Viator) integrated on website to Increase online conversion by 20%
- Co-Browse – A new initiative already in progress to enhance engagement between sellers and customers
- Key Achievement: Successful completion of “MDP – Management Development Program | Level 1” for Learning and Execution of expertise entailing aspects of Ambition, Collaboration and Business Excellence.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Collaborated with cross-functional teams to develop innovative solutions.
OneAssist Consumer Solutions Private Limited
Senior Manager, New Strategic Alliances, Online Division
06.2017 - 11.2022
Job overview
- Leading protection plan provider in India with 500+ employees and annual turnover of more than 5 billion
- Increased e-commerce turnover by 20% year on year through Amazon, Flipkart and other third-party marketplaces
- User Experience Enhancement: Effective Order Management with Tailored digital delivery of activation codes which reduced the delivery timeline from 3 days to 40 minutes
- Carried out order management via “Fulfillment by Amazon” tie up across 8 warehouses in Maharashtra which pushed the sale by 50%
- Revised claim service TAT from 22 days to 7 days for Xiaomi customers
- Transformed P2D Guaranteed TAT from 11 days to 3 days for Amazon Exclusive Customers
- Simplified membership activation process from 15 minutes to 1 minute for Amazon and Tata Cliq customers
- Initiated API Integration resulting 100% plan activation for Xiaomi and Flipkart customers with 0% manual intervention
- Improvised Amazon account level rating from 3.7 to 4.8 within 12 months
- Excelled Amazon Account Health in last 24 months with: 0% Late Dispatch Rate (Target under 4%)
- 0% Pre-fulfillment Cancel Rate (Target under 2.5%)
- 0% A-to-Z Guaranteed claims
- 0% Complaints under Product Policy Compliance (No Violations of Policy)
- Boosted Mi.com NPS from 32.59 to 55.93 within 10 months
- Grew Promoters contribution from 57% to 69%
- Drop in Detractors count from 25% to 14% Campaign Management
- Handled Headline Sponsored Ad along with Marketing team and decreased ACoS from 104% to 18.62%
- Achieved 10.5% ACoS in 3 months for sponsored Ad campaign with total spend: 45K, revenue: 4.2 million
- Increased impressions by 20% within 3 months by introducing new keywords in listings
- Key Achievement: Felicitated with the Pathfinder Award in Q3 2020-21 for 10X growth in Amazon GIF Sale through digital fulfillment mode.
Shaze Luxury Retail Private Limited
Manager – Ecommerce Business
06.2016 - 06.2017
Job overview
- Shaze is a premium lifestyle brand dedicated to provide elite creations to privileged customers across 25 offline stores in Metro Cities
- Kickstarted an online business and led a team of 12 spanning SEO executive, content writer, graphic designer etc
- Initiated tie up with 26 marketplaces (Both B2B and B2C) within 3 months of business inception
- Increased month on month GMV by 30% across 14 B2C Marketplaces
- Effectively set up order management process from 4 orders per day to 40 orders per day within 5 months
- Boosted ASP from 500/- to 1400/- within 5 months
- Achieved 10% increase in website traffic month on month
- Dropped bounce rate from 60% to 22% within 6 months
- Key Achievement: Felicitated with the Emerging Star of the Year Award in Shaze for quick acceleration in online business.
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and suppliers through account development.
Naman Realtors – Real Estate Proprietorship Firm
Head - Ecommerce
06.2014 - 06.2016
Job overview
- Naman Realtors is a Real Estate proprietorship firm and financial consultancy which provides service in buying, selling and lease of both commercial and residential properties
- Created online presence from origin to 10 marketplaces within 2 months
- Managed social media posts across websites on daily basis increasing Lead Generation by 10% on monthly basis
- Restored offline operational activities by reducing customer response TAT from 5 hours to 1 hour
- Substantiated property details for genuine and relevant inventory management.
- Passionate about learning and committed to continual improvement.
- Skilled at working independently and collaboratively in a team environment.
Ingram Micro India Private Limited (Subsidiary of Ingram Micro Inc. USA)
Accounts Manager – Sales
08.2011 - 06.2014
Job overview
- Ingram Micro Inc
- Is World’s largest technology distributor, providing sales, marketing and logistics services for the IT Industry worldwide
- Led a team of 2 people and handled turnover of 2 billion in a quarter through IM Online
- Increased conversion through online channel from 21% to 36% within 2 years
- Revamped B2B online ordering process, reducing it from 15 minutes to 4 minutes
- Conducted training for Brightpoint mobility team of 120 people PAN India about online ordering process
- Converted 90% of Brightpoint mobility business through online channel
- Enhanced productivity by developing Macros along with tech team for inventory management on website for 24K SKUs.
- Identified partnership opportunities and established favorable business connections.
Crystal Mirage Private Limited
Marketing Manager – Online Business
01.2011 - 08.2011
Job overview
- Crystal Mirage a luxury brand name for the range of precision 2D and 3D laser engraving in crystals and is Asian leader in corporate recognition awards and giftware
- Boosted Product visibility and Lead Generation on key B2B Marketplaces in India
- Managed Marketing Campaigns for key product lines on multiple gifting marketplaces
- Increased Online Sales Conversion through own website by 15% with revamping of user experience interface.
- Created company brand messaging, collateral materials, customer events, promotional strategies, and product commercialization.
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Utilized market trends and target audience statistics to effectively and appropriately market products.
Inovent Solutions Limited
Head – Research and Training
01.2009 - 01.2011
Job overview
- Inovent Solutions (also known as iStreet) was registered as Trading Assistant of eBay handing sales and operations for different brands and SMEs across India
- Handled a team of 5 people as key member of project since inception
- Increased team’s productivity in online selling through Training Sessions on catalogue management and data analysis
- Managed end to end sales and operations for IPL 2010 key brand stores on eBay India, like – Puma and Reebok
- Generated 25% increase in GMV for fashion brands like Biba and Mahi on eBay India through pricing strategies.
- Completed research, compiled data, updated spreadsheets, and produced timely reports.
- Interacted with customers by phone, email, or in-person to provide information.
eDropp – Skumars Online Limited Venture
Head – Product Management
10.2007 - 01.2009
Job overview
- A one-stop shop for a wide range of digital products as well as services like assistance in selling different products online on eBay
- Handled Market Research on multiple B2C marketplaces like eBay and Rediff Shopping
- Built Pricing Strategies to increase conversion across different product lines like books, apparels and fashion jewelries
- Drew from market data to assess product health and drive success.
- Designed E-Stores for SMEs and Local Sellers on eBay resulting increase in no of impressions and conversions.
- Conceptualized long-range product roadmaps and strategically designed according to market data and research.
- Oversaw product design and roadmap and coordinated aspects of development and rollout.
Kankei Relationships Marketing Services Pvt Ltd.
Customer Care Executive
08.2006 - 10.2007
Job overview
- Kankei - BPO Service Provider with singular objective of providing high quality customer interaction outsourcing services to leading brands in India and overseas
- Handled daily 100 K revenue target by selling policies through online chat service to ICICI Lombard customers
- Developed co-browsing feature on chat along with tech team for enhanced customer experience.
- Coordinated timely responses to online customer communication and researched complex issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Communicated with customers to identify needs and expectations.
Education
NL Dalmia Institute of Management Studies And Research, University of MumbaiMumbai, IN
Masters in Marketing Management
06.2009 - 05.2012
MICA & UpGradMumbai
PG Certification - Digital Marketing Communication from Digital Marketing
08.2019 - 03.2020
Skills
Competition Analysisundefined
Certification
Growing Business with Facebook, 14801827, UpGrad and Facebook, 02/20, 02/21
Timeline
General Manager, Online Division
SOTC Travel Limited (Formerly SOTC Travel Pvt. Ltd.)
12.2022 - Current
MICA & UpGrad
PG Certification - Digital Marketing Communication from Digital Marketing
08.2019 - 03.2020
Senior Manager, New Strategic Alliances, Online Division
OneAssist Consumer Solutions Private Limited
06.2017 - 11.2022
Manager – Ecommerce Business
Shaze Luxury Retail Private Limited
06.2016 - 06.2017
Head - Ecommerce
Naman Realtors – Real Estate Proprietorship Firm
06.2014 - 06.2016
Accounts Manager – Sales
Ingram Micro India Private Limited (Subsidiary of Ingram Micro Inc. USA)
08.2011 - 06.2014
Marketing Manager – Online Business
Crystal Mirage Private Limited
01.2011 - 08.2011
NL Dalmia Institute of Management Studies And Research, University of Mumbai
Masters in Marketing Management
06.2009 - 05.2012
Head – Research and Training
Inovent Solutions Limited
01.2009 - 01.2011
Head – Product Management
eDropp – Skumars Online Limited Venture
10.2007 - 01.2009
Customer Care Executive
Kankei Relationships Marketing Services Pvt Ltd.
08.2006 - 10.2007