Summary
Overview
Education
Skills
Work History
Websites
Timeline
Hi, I’m

MAYANK SINGH

Manager - CX Strategy
Bangalore,karnataka
MAYANK SINGH

Summary

Results-driven professional with 7.5+ years in Strategy & Program Management, excelling in Customer Experience, Category Management, Business Strategy, and GTM for business development. Specialized in strategy development, program management, insightful storytelling, and problem-solving.

Overview

8
years of post-secondary education
8
years of professional experience

Education

NIT Surat

B-Tech from Mechanical Engineering
07.2012 - 06.2016

M.E.S Indian School
Doha-Qatar

High School Diploma
01.2010 - 01.2012

Skills

Category Development

undefined

Work History

Swiggy

Senior Manager, Strategy
01.2022 - Current

Job overview

  • Transformed customer experience across Food, Instamart, and Social Media, achieving 16% C-SAT boost, 20% ticket reduction, and 2.6% OPD growth
  • Orchestrated end-to-end launch of a revamped Bot and HITL flow, elevating BOT C-SAT by 15%, reducing agent ITO by 1%, and saving 20p/order
  • Executed track screen revamp, resulting in a 5% drop in pre-delivery tickets and substantial 1P/Order cost savings
  • Contributed to Salesforce CRM design, introducing Next Base Action (NBA) and Next Based Response (NBR) for increased efficiency
  • Drove process excellence charter, enhancing SOPs for quicker resolutions and improved unit economics through cost savings
    Owned GTM strategy for spill-proof cake delivery on Swiggy, minimizing P&S issues by 3%
  • Improved speed metric by 90%, 16.66% in experience metrics, and significant cost savings (~INR 27 Cr) by optimizing DE login hours
  • Spearheaded cross-functional programs, collaborating with senior leadership on data-driven decision-making and providing business reporting to C-Suite

Urban Company (UC)

Senior Manager - Customer Experience
04.2020 - 01.2022

Job overview

  • Owned overall platform customer experience and increased overall resolution rate to 80%+ and reduced overall contact rate by 23%
  • Led outsourcing for customer support segment to minimize support cost by 37%
  • Revamped SOPs for user reimbursement, cancellation charges and partner recovery to optimize refund cost by 32%, saving INR 10 crores on total cost YoY
  • Drove pilots such as free skincare consultation as post care, rebooking via whatsapp, targeted partner retraining program to grow retention rate by 8% and promote NPS
  • Liaised with city team to design strategies and minimize partner error rates in high coverage SKU and promote category NPS

UDAAN

Category Manager
04.2018 - 02.2020

Job overview

  • Owned H&K category from scratch for South india and scaled it to a 100Cr+ business making it the largest supply cluster
  • Responsible for GTM strategy, Merchandise, demand plan, FoS pitch, schemes and selection. Scaled strategic vendor's to 48Cr ARR and grew buyer base by 65%
  • Improved portfolio PnL by ~550bps to achieve UE by selection curation and core seller strategy
  • Set up platform Return's process from scratch by defining SOP and reducing returns by 50% and refund cost by 30%
  • Worked on warehouse inventory management to reduce overall shipping cost by 3%

UpGrad

Program Manager
09.2016 - 03.2018

Job overview

  • Program Managed sale's and operation's for my charter by defining lead generation, onboarding journey, sales pitch and quality of conversation
  • Increased overall sales by 20% and Reduced drop out rate by 5%
  • Worked with product team to create student experience dashboard to streamline post onboarding journey
  • Set up student counsellor team to support user's with platform engagement and placement support

Websites

Timeline

Senior Manager, Strategy

Swiggy
01.2022 - Current

Senior Manager - Customer Experience

Urban Company (UC)
04.2020 - 01.2022

Category Manager

UDAAN
04.2018 - 02.2020

Program Manager

UpGrad
09.2016 - 03.2018

NIT Surat

B-Tech from Mechanical Engineering
07.2012 - 06.2016

M.E.S Indian School

High School Diploma
01.2010 - 01.2012

Similar Profiles

CREATE PROFILE
MAYANK SINGHManager - CX Strategy