Nihal Dalal
Customer Experience & Digital Strategy Lead
Pune,MH
Summary
Customer-focused marketing and engagement leader with 9+ years of experience driving customer enablement, digital engagement and New Product Initiatives. Proven success in developing and executing content across customer touchpoints and omnichannel engagement strategies to enhance customer satisfaction, retention, and business growth.
Overview
9
9
years of professional experience
3
3
Certifications
Work History
Senior Cluster Manager
Bajaj Finserv Limited
09.2021 - Current
- Led customer enablement initiatives, driving 1000% growth in digital engagement through AI-powered self-service solutions.
- Increased user engagement by 10L+ per month via Segmented Marketing & Loyalty Campaigns and Personalised content across customer touchpoints.
- Optimized CRM engagement, leveraging AI-powered segmentation and A/B testing, leading to 135% growth in customer retention.
- Optimized customer onboarding and digital journeys, leading to a 20% improvement in conversion rates.
- Integrated VOC insights into product development, enhancing user experience and feature adoption.
- Managed a team of 7 specialists across content, social, and community engagement, ensuring high-impact initiatives.
- Spearheaded collaboration with product, engineering, and support teams, aligning enablement strategies with product roadmaps.
- Developed Power BI dashboards to track self-service adoption, support efficiency, and user satisfaction.
Assistant General Manager
Vodafone Idea Limited
01.2016 - 08.2021
- Launched digital-first customer enablement strategies, reducing support dependency by 18.4% through AI and self-service tools.
- Developed omnichannel engagement programs, integrating email, SMS, Website & retailer touchpoints increasing user engagement by 10.25x.
- Optimized community forums and knowledge base, driving a 37.9% increase in self-service resolution rates.
- Led UX/UI enhancements, improving onboarding and customer journeys, resulting in a 21.3% boost in user retention.
- Collaborated with cross-functional teams, ensuring alignment between customer success, marketing, and engineering efforts.
- Designed data-driven engagement campaigns, leveraging customer insights to drive personalized user experiences.
- Managed strategic partnerships with external platforms with Amazon, Flipkart to expand customer outreach and community engagement.
Education
MBA - Marketing & Operations
Institute of Management Technology
01-2016
B.Tech - Electrical Engineering
Sardar Vallabhbhai National Institute of Technolog
01-2013
Skills
Technical Skills
Customer Enablement & Success – Clevertap, Salesforce CDP, SAS EG, SAS CI, Oracle CDP, CRM toolsData & Analytics – Customer Insights, VOC, Power BI, Google Analytics, SQLContent & UX Optimization – SEO, Content Strategy, UX/UI Testing, A/B TestingOmnichannel Strategy – Email, SMS, Push Notifications, In-App Messaging, Retailer touchpoints
Soft Skills
Strategic Thinking Leadership & Team Development Stakeholder CollaborationData-Driven Decision Making Customer-Centric Mindset Problem Solving & Analytical Thinking
Business & Leadership Skills
Customer Engagement & Retention Self-Service Optimization Digital Growth StrategyCross-Functional Collaboration Marketing campaigns Marketing & Content Innovation
Certification
IBM SPSS Predictive Analytics
Timeline
Senior Cluster Manager
Bajaj Finserv Limited
09.2021 - Current
Assistant General Manager
Vodafone Idea Limited
01.2016 - 08.2021
MBA - Marketing & Operations
Institute of Management Technology
B.Tech - Electrical Engineering
Sardar Vallabhbhai National Institute of Technolog