Nikhil Singh

• Built and currently lead the D2C sales channel focused on direct subscriber acquisition and lifecycle management.
• Accountable for driving Enterprise COCP business growth through targeted strategies and operational excellence.
• Managing end-to-end Home Delivery & Fiber operations across Mumbai for both individual (retail) and enterprise customers.
• Lead a large cross-functional team, including 31 Team Leaders and over 550 field riders, along with key business partners, to achieve base and revenue growth targets.
• Ensure 100% lead allocation, timely execution, and customer contact, with strict adherence to SLAs and delivery timelines.
• Drive daily operations, performance optimization, and operational governance across multiple JC.
• Responsible for MIS reporting, performance analytics, and decision support to enhance productivity and customer satisfaction.
• Actively participate in recruitment and onboarding of frontline and operational staff, conducting interviews and coordinating with HR for smooth induction.
• Foster collaboration between sales, marketing, and operations to deliver a seamless customer experience and sustainable business outcomes.

Programs Driven: Led multiple Jio programs including Jio Digital Life, My Jio Store, Points & DxMini, Jio SIM (Prepaid & Postpaid, SBP, PHD, MNP, eSIM), JioPhone, JioFi, LYF, JioFiber, JioAirFiber, and Jio Prime Partner (JioMart).

• Designed and implemented the 4G/5G customer lifecycle journey for prepaid and postpaid SIM customers.
• Managed end-to-end 5G customer communication plans across Email, WhatsApp, and SMS channels.
• Executed brand marketing communications (ATL, BTL, PR events, trade shows, and employee engagement) to enhance brand visibility.
• Developed product strategies and segmented offers to boost revenue and create brand differentiation.
• Led mass marketing and innovative ground-level campaigns to drive customer acquisition and engagement.
• Drove revenue monetization across all programs and channels, supporting Jio4G’s market leadership.
• Key contributor to the e-commerce business modeling and pilot launch for the Kirana segment under Jio Prime Partner (JioMart).

• Managed day-to-day operations across 29 JC and supervised the performance and activities of Jio Fiber Associates.
• Conducted distribution channel mapping, including competitive benchmarking, to activate and engage the retail partner base for improved market penetration.
• Led onboarding initiatives for Jio Fiber Associates, ensuring process compliance, smooth integration, and early productivity.
• Acted as the escalation point for retailer issue resolution, collaborating with the NHQ team for quick turnaround.
• Oversaw MIS reporting and performance tracking for HSPL across the state, enabling data-driven decisions.
• Delivered regular training sessions and daily engagement with field engineers to enhance productivity and drive ORNgeneration through field execution.

• Managed daily operations across 31 Commerce Operation Leads (COLs) to support business continuity and last-mile delivery execution.
• Conducted distribution channel mapping and competitive analysis to strengthen retail engagement and expand merchant acquisition.
• Led the onboarding process for Kirana merchants, ensuring smooth registration, training, and activation on the JioMart platform.
• Collaborated with the NHQ (National Headquarters) team to resolve merchant issues, maintaining satisfaction and reducing churn.
• Responsible for MIS reporting and performance tracking of COLs from the state team, providing insights to improve field operations.
• Managed operational tasks including hold case clearance, device return processing, and system-level inventory reconciliation for seamless field execution.

• Led Home Delivery operations for the Mumbai region, specifically catering to the High Net-Worth Individual (HNI) customer segment.
• Managed lead allocation to field riders, ensuring 100% customer call attendance and optimized response times.
• Ensured strict SLA adherence and timely delivery, maintaining high standards of service for premium customers.
• Oversaw MIS reporting and performance tracking of over 350 riders, using insights to drive operational improvements and accountability.