Summary
Overview
Work History
Education
Timeline
What keeps me going
Volunteer
Nitin Chaudhary

Nitin Chaudhary

Business Leader | Sales | Operations | CX
Gurgaon

Summary

Performance Driven Strategic Business Leader with rich experience in Revenue Growth, Operations, Customer Experience, PnL Management Roles. Extensive experience in managing cross functional stakeholders(CXOs), Vendor Management, Process Optimization and Outsourcing environments. Lead Complex forecasting/planning models, CRM strategies while implementing path-breaking Reporting Dashboards and Review mechanisms to create the right management tools which proved to be instrumental in leading the critical process improvements. Established several high performing and successful large teams.

Overview

17
17
years of professional experience
8
8
years of post-secondary education

Work History

VP Sales & Distribution

Indifi Technologies
Gurgaon
01.2022 - Current
  • Lead overall Sales & Distribution, responsible for both top-line increase and profitability
  • Delivered 2x Revenue growth in my first year, FY'23 & 3x in FY'24 till date
  • Lead monthly planning, forecasting, incentive strategy, finding delta opportunities
  • Foster performance development of staff through ongoing coaching and mentoring on best practices
  • Ensure smooth running of business by partnering with Stakeholders(CXOs) across Finance, Credit, Analytics, Technology, Product and HR
  • Scaled Team size by 100% while maintaining overall hiring and performance standards, resulting in lower attrition rates (by 50%)
  • Conceptualized and Implemented DAM (Disciplinary Action Matrix) and BQM (Bottom Quartile Management) to streamline and smoothen processes.

VP - Gobal Sales & Operations

Zimplistic India Pvt Ltd
Gurgaon
05.2021 - 08.2021
  • Led Sales, Operations, Vendor Management, Online Reputation Management, Customer Experience and Supply Chain Globally for 20 countries
  • Scaled Vendor teams in Customer Experience along with Setting-up Pre Sales
  • Improved website Traffic conversion by 11% by optimizing Bot
  • Improved overall Sales conversion by 24% and CSAT by 8% in 1 Quarter

Head of Commercial

OLX India
Gurgaon
01.2018 - 03.2021
  • Led Marketplace for Electronics, Mobiles, Bikes, Jobs, Furniture & Fashion categories, grew Revenue by 3x & productivity by 4x
  • Revamped CRM and CLM strategy through Farming teams, which increased renewal rates by 30%
  • Introduced Warming on Organic User base along with performance marketing to drive inbound traffic of B2C sellers, increased addition to renewal base by 2X
  • Redefined performance metrics & Introduced SOPs around Sales, Training, Quality, Performance Management, Risk which got adopted across organization
  • Got promoted to Head of Commercial(Business Head) role within 11 months of joining
  • Started Device based Account banning, booster packs(VAS), reduced free limits to improve Customer Experience
  • Built a culture of Trust and Performance, with 100% score on employee engagement, highest across ILT(India Leadership Team) - survey done by AON Hewitt
  • During start of Covid held additional responsibility of streamlining Operations for OLX People and manage their entire recruitment cycle & experience of both Supply and Demand side

Senior Service Delivery Manager

Amazon
Gurgaon
06.2016 - 01.2018
  • Managed Seller Experience of Sellers based out of North America
  • Grew PRR(CSAT equivalent for Sellers) by 2.5% in the first Quarter of Operations
  • Led Outsourced relationships for Amazon in India supporting North America sellers spanning 1500+ employees
  • Portfolio under management grew 3x within 1 year
  • Partnered with various program teams across the globe and ensured constant product improvement to help seller experience
  • Launched Paragon workflows to increase automation in query resolution which led to more accurate resolutions and better customer experience

Assistant General Manager

Serco
Gurgaon
09.2012 - 06.2016
  • Led Service Delivery of marquee clients American Express and Google
  • Grew several businesses, projects from 0-1 and 1-10
  • Set-up PAN India Field Sales teams for 3 different projects and Inside Sales teams for 4 projects for Amex and Google
  • Amex key SLA was to sell their Corporate Cards Programme across India and then manage and grow their Billings
  • Personally signed up Large corporate and set-up specific B2B deals
  • Amex Corporate Card billings grew by 20% in 1st year, opened 5 new cities within 3 months of joining
  • For Google set-up and scaled AdWords sales(revenue grew 4x 1st yr), GoogleMyBusiness sales teams(merchant onboarding grew by 3x)
  • Suggested AdWords cross-sell to GMB customers and reduced CPA by 60%
  • Grew revenue by 8x in 3.5yrs delivering highest EBIT across organization
  • Received Operational Excellence Awards successively from 2013-15, including best Service Delivery Leader award and CEO appreciation certificate

Manager Key Accounts

HDFC Bank
Gurgaon
06.2011 - 09.2012
  • Grew Merchant Acquiring portfolio for North by 40% in one year, by ensuring 100% merchant engagement across portfolio MoM
  • Did maximum number of alliances with large Merchants and rolled out various offers for card base in form of EMIs, discounts, DCC etc
  • DCC(Dynamic Currency Conversion) volumes grew 10x in 6 months

Regional Product Manager

ICICI Bank
Gurgaon
06.2007 - 06.2011
  • Managed sales teams across portfolio of asset products - corporate cards, credit cards, personal loan using both direct sales and branch banking channel mix
  • Managed B2B alliances with large corporate for commercial cards program to facilitate their working capital needs
  • Single handedly managed tie-up with e-Seva(AP Govt. initiative) for accepting ICICI Bank cards for utility bill payments
  • Won Pratishta awards twice in 2010-11 for excellence in business

Education

MBA - Marketing & IT

ICFAI Business School
Hyderabad
03.2005 - 04.2007

B.Tech - IT

Uttar Pradesh Technical University
Noida
03.2000 - 04.2004

High School Diploma -

St.Augustines Day School
Kolkata
04.1998 - 03.2000

Timeline

VP Sales & Distribution

Indifi Technologies
01.2022 - Current

VP - Gobal Sales & Operations

Zimplistic India Pvt Ltd
05.2021 - 08.2021

Head of Commercial

OLX India
01.2018 - 03.2021

Senior Service Delivery Manager

Amazon
06.2016 - 01.2018

Assistant General Manager

Serco
09.2012 - 06.2016

Manager Key Accounts

HDFC Bank
06.2011 - 09.2012

Regional Product Manager

ICICI Bank
06.2007 - 06.2011

MBA - Marketing & IT

ICFAI Business School
03.2005 - 04.2007

B.Tech - IT

Uttar Pradesh Technical University
03.2000 - 04.2004

High School Diploma -

St.Augustines Day School
04.1998 - 03.2000

What keeps me going

Indulging in various sporting activities is both a passion and hobby. I love to read books of different genres, just finished reading Ikigai, an amazing book on how Japanese live a long and happy life. I make it a point to travel to a couple of new places every year.

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Nitin ChaudharyBusiness Leader | Sales | Operations | CX