Nidhi Tyagi
Retail Department Manager
New Delhi
Summary
Proven leader in enhancing customer loyalty and team performance at Decathlon Sports India, I spearheaded initiatives that reduced churn by 18% and improved customer satisfaction by 20%. Skilled in customer segmentation and team development, my strategies boosted retention and fostered departmental collaboration, achieving notable success in a dynamic retail environment.
Overview
4
4
years of professional experience
Work History
Department Lead
Decathlon Sports India
10.2020 - Current
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Communicated with managers of other departments to maintain transparency.
- Ensured compliance with all relevant industry regulations and safety guidelines within the department''s operations.
- Led team to achieve high performance standards through consistent coaching and feedback.
- Collaborated cross-functionally with inventory, sales, and marketing teams to reduce churn by 18% year-over-year by identifying and addressing early warning signs of customer dissatisfaction.
- Spearheaded the rollout of new customer retention initiatives, which resulted in a 10% increase in customer loyalty metrics, including repeat purchases and brand engagement.
- Analyzed sales and customer data to proactively identify high-risk customers, developing tailored retention strategies for underperforming customer segments, increasing retention by 12%.
CRM Executive
Decathlon Sports India
10.2020 - Current
- Analyzed customer behavior patterns to identify opportunities for improved targeting and segmentation strategies.
- Managed regular updates of CRM software to maintain optimal performance levels and accommodate evolving business requirements.
- Enhanced customer relationships by implementing tailored CRM strategies and personalized marketing campaigns.
- Played a key role in enhancing brand reputation by addressing escalated customer issues promptly via the appropriate communication channels provided by our CRM system.
- Led the proactive management of customer data and segmentation, ensuring VOC (Voice of the Customer) feedback was captured and integrated into retention programs, improving customer satisfaction scores by 20%.
- Drove successful cross-functional collaboration with marketing, sales, and IT teams to optimize CRM systems, ensuring efficient use of tools and improving retention KPIs such as customer lifetime value (CLTV) by 30%.
- Monitored and analyzed customer behavior and feedback to identify high-churn segments, working with product and support teams to mitigate potential losses, reducing churn by 10% in targeted customer groups.
- Trained 10+ team members on CRM best practices, tools, and proactive retention methods, leading to improved team performance and a reduction in churn by enhancing customer service delivery.
Education
Master of Arts - Urban Economics
Ambedkar University Delhi
04.2001 -
Bachelor of Arts - Journalism And Mass Communication
Maharaja Agrasen College, University of Delhi
04.2001 -
Skills
Classroom management
Multitasking strength
Team management
Department collaboration
Customer relations
Team development
VOC (Voice of the customer)
Customer segmentation
Training and Development
Merchandising
Timeline
Department Lead
Decathlon Sports India
10.2020 - Current
CRM Executive
Decathlon Sports India
10.2020 - Current
Master of Arts - Urban Economics
Ambedkar University Delhi
04.2001 -
Bachelor of Arts - Journalism And Mass Communication
Maharaja Agrasen College, University of Delhi
04.2001 -