Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Hobbies and likes
Timeline
Hi, I’m

MAINAK BHOWMIK

Program Manager
Bangalore
MAINAK BHOWMIK

Summary

An IT Engineer by education with 8+ years of combined experience in Program and Project management, Account management, E-com Sales and operations. Seasoned e-commerce professional with proven track record in building strategy, scaling and driving execution with speed for critical and highly complex problem statements from scratch into ecommerce business.

A professional who leverage on Data Analytics and Market Research coupled with Programming skills to automate operations, creating decision support systems and provide a smart and time-efficient solution to operational issues adding value to business and client experience.

Likes to work in a fast-paced growth-oriented environment and takes complete ownership to deliver end-to-end results with highest standards.

Overview

9
years of professional experience
3
Languages

Work History

Amazon India
bangalore

Program Manager (Defective Returns-UX-HCTP)
04.2020 - Current

Job overview

  • Heading the program for troubleshooting service as part of post purchase customer experience for various supplies (Amazon managed and brand managed supply) within return window.
  • Driving VAS troubleshooting (part of post purchase services) Input metrics like coverage, resolution, time to service, service rating with internal stakeholders to reduce cost of business and estimated leakages for defective products of INR1600Mn annually by improving brand managed engagements with core focus on customer experience.
  • Driving return policy changes by partnering with product team to enhance existing UX and co-authored docs that focuses on minimizes customer frictions for shopping experience
  • Driven Speed Input metrics and In-stock programs like (BB loss; head share non-Fulfillment channels) for IN network level with category and 3P stakeholders to reduce inventory deficits and provide impeccable customer shopping experience.
  • Drafted and implemented Standard Operating Procedures (SOPs) and set-up mechanisms along with preparing interactive dashboard partnering with Business Intelligence team and driving adherence for Central event specific inventory build-up (FBA-3P sellers) program and successfully made the same self-serve for other stakeholders viz Category, channel sales and supply chain management.
  • Root causing structural issues during Lockdown for Covid'19 for FC processing capacity issue impacting appointment experience vis-a-vis inbounds (labor unavailability, space choke), uncertainty of business for sellers/brands, multi channel and GL metric tracking for IN marketplace, building long term sustainable mechanism for stakeholders (supply chain, category and channel sales) to drive future events autonomously and take swift corrective actions to enable teams on taking informed decision on fulfillment network utilization and minimizing GMS loss.
  • Sole SME for aligning internal teams to stabilize the mechanism by driving the actionability from respective owners on creating smooth appointment experience for AM sellers within IN-3P stream.
  • Driven the Absolute additional place of business (APoB) gap reduction for Top 80% units contribution across FC channel (FBA) by enabling teams to drive regional inventory placements for improving Speed.
  • Took up extra initiative where collaborated with prime now team to launch pilot program for IN-3P to test sub-same day delivery (> ~2hrs delivery TAT – ordering to delivery) apart from regular speed.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Learned and adapted quickly to new technology and software applications.

Flipkart
bangalore

Senior Executive (Sales and Operations) - Grocery
04.2019 - 03.2020

Job overview

  • Dive deep on data to formulize metric, automating and publishing Daily/weekly/Monthly Central Reporting for Grocery (Category Sell Side) to C-Level executive for multicity.
  • Analyzing data through various reports and provide insights on taking corrective decision for perishable inventory.
  • Delivered Projects on Automation for various central reporting using data connections in Excel (power query) / Adobe Omniture /Power BI.
  • Taking preventive/Corrective actions to increase bottom line by analyzing order penetration/GMV/Add to Basket(A2B)/ Units to Order Ratio/Clicks and Views Ratio/search terms through merchandising right product to the end customer.
  • Managing stakeholder relationships like catalog/analytics/pricing/brand ads team to setup processes and improving the same through customer first approach.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Managed time efficiently in order to complete all tasks within deadlines.

EcomRetail Pvt. Ltd

Account Manager Key Account (Pan India)
11.2017 - 03.2019

Job overview

  • As part of early stage startup, Owning the P&L for the scaling program and led a highly enthusiastic team of 4 to setup online business for MSME improving conversions by 7x to INR68Mn annually.
  • Bringing ~2.4k unique selection for various online platforms for sub-categories like automotive, beauty, baby, safety shoes.
  • Over the course of next 1-year driven process improvements by implementing various frameworks, automating tools, analyzing pattern and creating funnel through waterfall model.
  • Ensuring Brand protection for private labels by enabling them on Amazon Brand registry and creating brand stores.
  • Worked closely with Amazon SPN team, Flipkart onboarding team to ensure smooth launching of new private label brands like ACME, Perrenne within India.
  • Improving product quality by analyzing patterns through negative rating, return reason codes, detail page information for private label brands.
  • Organized and detail-oriented with a strong work ethic.
  • Resolved problems, improved operations and provided exceptional service.

Cloudtail India Pvt. Ltd
bangalore

Senior Specialist (vendor Operations) - Pan India
08.2016 - 04.2017

Job overview

  • Part of Cloudtail Supply Chain team, scaled the existing line of business for liquidations across key product lines Softlines (Apparel and shoes), Consumables (Toys, Beauty, pet products, baby), OHL (Kitchen, Large appliances, luggage, PCA) by identifying and onboarding key liquidation partners and brands for INR900Mn worth of unsellable inventory.
  • Within next 7 months of joining ramped up Liquidators capacity to 4X from ~25k units to ~100k units per month by implementing the principles of Kanban framework to achieve year-end target (2% against ~7% of Monthly CAGR) of reducing unsellable inventory for Cloudtail.
  • Enabled higher throughput by Identifying right GL4s, bringing accuracy to generate 4 week forward looking plan, selecting right set of liquidators and getting them pickup committed through advance payment options, on time removal order creation across amazon India fulfillment network, reducing SLA for removal order processing by co-ordinate with fulfillment network POCs, reducing FC cancellations, financial reconciliation.
  • Worked very closely with Cloudtail finance and tax team to create mechanisms for getting floor realization expectations to reduce bottlenecks hindering Speed of execution.
  • Worked very closely with Amazon Supply Chain team to reduce >50% of occupied pallets across fulfillment network in India for unsellable inventory.
  • Improved pickup SLA by 95% of overall removal orders
  • Piloted and introduced grading of unsellable inventory to improve value realization for high value products.
  • Worked closely with Amazon Supply chain team on projects like pre-peak partial handovers identification and reduction for critical network warehouses in Bangalore and Bombay to free up network capacity.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Provided professional services and support in a dynamic work environment.

Amazon India
bangalore

Senior Specialist (Sales and Operations) - IN-VG
12.2013 - 07.2016

Job overview

  • Part of Amazon India launch team, launched and scaled the video games category from scratch on Amazon.in for INR320Mn annual business.
  • Launched the Video games category within 3 months of joining the team (one of the fastest launch’s in India) Store launched during march'14 with ~3k+ unique selection across physical games, gaming consoles, and accessories of which ~50% were fulfilled by amazon.
  • Over the course of next 2 years grew the category over ~3X in terms of monthly sales, net ordered units, unique selection on platform while reducing the cancellation of orders from 36% to 24% by improving catalog quality, selection quality, providing unique selling proposition through bundles (console+game+accessory) and identifying right set of vendors.
  • Secured an online and offline exclusive partnership with one of the biggest brands within gaming industry (Microsoft), first time in the history for Indian gaming market even before our competitor, received recognition from then SVP international retails Amazon WW for going above and beyond to earn customer trust.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Education

Visvesvaraya Technological University
Karnataka India

Bachelor of Engineering Technology from Information Science

University Overview

Skills

PROGRAM MANAGEMENTundefined

Accomplishments

Accomplishments
  • Received recognition during Q1'23 for IN first launch: Implementing and scaling Job start pin hand-shake mechanism between on-ground technician and retail customers and improving IN CS SOP, DP for Policy change communication that reduced the VPI escalations for defective returns troubleshooting by ~900bps over 3 months and improved resolution from mid 30s to high 50s across categories with high consideration technical products. Stakeholders involved: Product, RCX, VAS Ops, CS concessions, CS CX, Finance, Compliance, Category.
  • Received recognition from then SVP international retails Amazon WW for going above and beyond to earn customer trust for Securing an online and offline exclusive partnership with one of the biggest brands within gaming industry (Microsoft). Stakeholders involved: Category, IN-Catalog, Tax Compliance, Onboarding, selling partners, Finance, Fulfillment Centers.
  • Video Link for first midnight delivery to customer by our then director: https://www.youtube.com/watch?v=hErqbMybdo0
  • Worked closely with imports team to identify and narrow down key video games brands (Thrust master, Nintendo) to enter India
  • Worked very closely with key distributors to help them drive process efficiencies in their online business by coaching and guiding them keeping right selection mix, improving topline, and on time liquidation of stocks
  • Worked closely on Cloudtail launch project for video games category by piloting and successfully partnering key distributors with eye on earning customer trust
  • Created internal mechanisms for proactively identify gaps like low seller rating, customer ordering clusters to improve regionalization to provide value proposition to customers
  • Link for Video games store: https://www.amazon.in/Video%20games%20/b/ref=mh_s9_acss_cg_SBC3_1d1_w?ie=UTF8&node=976460031&pf_rd_m=A1K21FY43GMZF8&pf_rd_s=mobile-hybrid-7&pf_rd_r=STTSN9RZJE2GJW8QFD6J&pf_rd_t=30901&pf_rd_p=b71de491-2c9a-4606-9124-71a32e89e023&pf_rd_i=26221819031

Additional Information

Additional Information
  • Willing to relocate: Anywhere

Hobbies and likes

Hobbies and likes

 

Outside work like travelling and get to know people on the go. Try to follow football and spending time with friends and family over weekend.

Timeline

Program Manager (Defective Returns-UX-HCTP)
Amazon India
04.2020 - Current
Senior Executive (Sales and Operations) - Grocery
Flipkart
04.2019 - 03.2020
Account Manager Key Account (Pan India)
EcomRetail Pvt. Ltd
11.2017 - 03.2019
Senior Specialist (vendor Operations) - Pan India
Cloudtail India Pvt. Ltd
08.2016 - 04.2017
Senior Specialist (Sales and Operations) - IN-VG
Amazon India
12.2013 - 07.2016
Visvesvaraya Technological University
Bachelor of Engineering Technology from Information Science

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MAINAK BHOWMIKProgram Manager