Summary
Overview
Work History
Education
Skills
Timeline
Meenakshi Dawar

Meenakshi Dawar

Head Of Customer Experience
GURGAON

Summary

As the head of Experience at Spinny, I ensure that every interaction with the brand is positive, seamless, and engaging.

Passionately creating customer-centric experiences that align with business goals and drive customer advocacy and loyalty.

With a track record of delivering results, working closely with cross-functional teams to create a customer-centric culture and identify opportunities to improve the customer experience across all touch points.

With a deep understanding of user experience design, customer research, and customer journey mapping, have successfully led the development and implementation of customer experience strategies that have transformed how customers interact online, offline, and over the phone via platforms and services.

Ensuring that the customer remains at the centre of every decision and delivering a customer experience that is both memorable and delightful.

One thing which I have learned in 8 years span of Spinny is, Yes, It’s about the strategy, it’s about capability building, But it’s also about building a culture of customer centricity on a daily basis.

And it starts from your personal value, which can’t be faked, we will have to live it, we have to live it more, to curate and foster a customer-centric culture to become sustainable and successful.

Overview

20
20
years of professional experience

Work History

Head of Customer Experience

Spinny
Gurgaon
07.2020 - Current
  • Driving, designing, improving, and delivering customer experiences across all customer touchpoints, including sales, supply, customer service, social media, technical support, contact centers, face-to-face, and so on.
  • Balancing Customer needs with Business goals: To ensure the Customer experience is positive and consistent, while also considering the needs and goals of the business.
  • Integrating Technologies: Leverage technology to improve customer experience, but must also ensure technology does not detract from the human element of customer service.
  • Measuring and quantifying customer experience: To develop metrics and gather data to measure customer experience, but must also ensure that data collection does not intrude on customer privacy or negatively impact experience.
  • Maintaining Consistency across touchpoints: To ensure a consistent experience across all customer touchpoints, including in-person, online, and over the phone, and to standardize them.
  • Managing Customer Expectations: To manage customer expectations and ensure they are met, but must also consider how changing expectations can impact the overall customer experience.
  • Driving customer centricity within the organization.

Business Head

Spinny
Gurgaon
05.2015 - 07.2020
  • With Spinny since day zero and wore multiple hats as and when needed. The first hire Niraj and I did was for the operations team. From a workforce of 30-35 team members, shifted the business model from Marketplace to park and sell and finally, we pivoted to a full-stack retail model. I was responsible for driving profit margins which included handling both buying and selling operations and was also responsible for stakeholder management like trading partners, and working capital management.
  • Streamlined costs through proactive examination and improvement of operations.
  • Built and strengthened relationships with trading partners to solve working capital growth.
  • Cultivated long-term relationships through focused effort on customer's unique needs and finding best solutions.
  • Earned company exceptional ratings and testimonials from customers and channel partners
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Key Account Manager

NxtraData -Bharti Airtel limited
Gurgaon
01.2015 - 04.2015
  • I was part of the NxtraData team and was responsible for Sales of Datacenter and Cloud Computing Business in the North India region.
    Got appreciated and rewarded for picking up the first big corporate order within 20 days of joining.
  • Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
  • Improved account management by predicting potential competitive threats and outlining proactive solutions.
  • Built and maintained strong client relationships to drive business growth.

National Operations Manager-Organised Trade

HCL Infosystems Limited
Noida
08.2014 - 12.2014
  • I was heading Pan India Operations of HCL distribution of Nokia(then Microsoft) handsets in Organized Trade Market.
  • Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
  • Operated within budgetary constraints, participated in development of annual budget forecasts and reconciled operating budget.
  • Collaborated with business development managers in partner planning process to develop mutual performance objectives, financial targets and critical milestones.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Led weekly meetings with regional staff to review progress, address challenges and drive timely task completion.

Head CDC Business and Institutional Alliance

HCL Infosystems Ltd.
Noida
11.2012 - 07.2014
  • I was heading the CDC's own Centre and IA Educational Business of HCL Infosystems Limited for the North Region.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Applied effective time management techniques to meet tight deadlines.
  • Achieved P&L targets of drowning business within 6 months of execution.
  • Picked up the highest ticket value IA business yielded 70% net profit margin.

Sr Manager-Sales

Everonn Education Limited
Delhi
01.2010 - 11.2012
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Worked effectively in fast-paced environments.
  • Developed strong communication and organizational skills through working on group projects.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Self-motivated, with a strong sense of personal responsibility.

Manager Sales

Brilliant Tutorials Pvt. Ltd.
Delhi
03.2003 - 12.2009
  • Launched Ranchi, Bokaro and Patna cities.
  • Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
  • Resolved customer issues quickly to close deals and boost client satisfaction.
  • Met with clients, delivering presentations, and educating on product and service features and offerings.
  • Closed lucrative sales deals using strong negotiation and persuasion skills.

Education

MBA - Marketing Management And Research

Monad University
04.2001 -

Bachelor of Commerce - Business Studies, Accountancy And Economics

Kamla Nehru College, Delhi University
04.2001 -

Skills

Leadership,Innovation,Collaboration,Communication,Strategic Thinking,Customer Empathy

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Timeline

Head of Customer Experience - Spinny
07.2020 - Current
Business Head - Spinny
05.2015 - 07.2020
Key Account Manager - NxtraData -Bharti Airtel limited
01.2015 - 04.2015
National Operations Manager-Organised Trade - HCL Infosystems Limited
08.2014 - 12.2014
Head CDC Business and Institutional Alliance - HCL Infosystems Ltd.
11.2012 - 07.2014
Sr Manager-Sales - Everonn Education Limited
01.2010 - 11.2012
Manager Sales - Brilliant Tutorials Pvt. Ltd.
03.2003 - 12.2009
Monad University - MBA, Marketing Management And Research
04.2001 -
Kamla Nehru College - Bachelor of Commerce, Business Studies, Accountancy And Economics
04.2001 -

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Meenakshi DawarHead Of Customer Experience