Nitin Tyagi
CRM Manager
Mumbai,Mumbai
Summary
Dynamic CRM, Loyalty and Operations Manager with over 16 years of experience, demonstrating a profound ability to drive operational excellence across diverse retail environments. Expertise in managing customer relations, streamlining processes, and enhancing service delivery to foster customer loyalty and satisfaction. Proven leadership in orchestrating training initiatives and sales strategies while effectively coordinating teams to achieve operational objectives.
Overview
17
17
years of professional experience
Work History
CRM, Loyalty & Operations Manager
Nature's Basket Limited
02.2021 - Current
- Leading the Paid Loyalty Program for the Organization
- Orchestrated a team of 25 Personal Shoppers, spearheading recruitment efforts and providing hands-on leadership from inception to on-the ground execution, while meticulously maintaining comprehensive reports.
- Leading a team of 10 customer service agents at Call center.
- Created & executed Operational checklists for all Managers across 35 stores for daily store operations & Store upkeep.
- Effectively managed customer grievances, promptly addressing concerns and implementing solutions to uphold customer satisfaction and loyalty.
- Conducted in-depth analysis of various reports to identify areas for improvement, informing strategic decisions and driving operational enhancements.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Engaged with over 10 customers daily, actively seeking feedback to enhance service quality and foster long-term customer retention.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Developed an effective system for tracking client requests from initial contact through resolution
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Business Manager
Nature's Basket Limited
09.2017 - 01.2021
- Managed a team of 40+ employees and an annual business of above 13 CR
- Conduct daily checks on Security, Housekeeping, Customer Service Executives, Department Managers, and Shift Managers
- Lead a team of associates and third-party associates, ensuring smooth operations and adherence to standards
- Provide exceptional customer service, drive sales, and promote daily subscriptions and loyalty memberships
- Coordinate new collection launches, events, and product feedback analysis to generate business and meet customer demands
- Manage daily stock indenting, minimize damage and expiry, and ensure timely replenishment's from Warehouse
- Implement measures for training, coordination, and motivation of store personnel to enhance performance
- Address customer queries on social media platforms promptly and ensure best customer service standards
- Assist with promotional displays, organize bank transactions, and prepare regular sales reports
Store Manager
Tanishq (A Tata Product)
01.2016 - 12.2016
- Oversaw a workforce of 30+ employees to ensure efficient management of an annual business portfolio valued at 60 crore.
Retail Operations Manager
Shopper's Stop
08.2013 - 09.2015
- Led a team of 300+ employees while managing an annual business portfolio valued at 77 crore.
Department Manager
Shopper's Stop
03.2011 - 08.2013
- Supervised a team of 40 professionals, ensuring effective collaboration and achievement of business objectives valued at 15 crore.
Retail Officer
Barbie
06.2010 - 12.2010
- Led and coordinated a workforce of 80+ employees at 9 retail stores and 45 LFS counters to optimize operational efficiency.
Store Manager
Barbie
06.2009 - 06.2010
- Managed a team of 5 associates at store
Education
MBA - Retail & Marketing
ITM Business School
Navi Mumbai03-2009
Bachelor of Science - Science
Jai Hind College
Mumbai03-2009
Higher Secondary Education - Science
Sainath Junior College
Navi Mumbai03-2003
Senior Secondary - Science
Kendriya Vidyalaya
Mumbai03-2001
Skills
- Customer Service
- Loyalty Program
- Leadership
- Customer Retention
- Training Activities
- Performance Management
- Recruitment
- Team Management
- Sales
- Stock Control
- Social Media
- Communication Skills
- Problem Solving
- Strategic Thinking
Accomplishments
- Golden Spoon Award for Excellence in retail operations (2024), Mumbai
- Best Manager at Nature's Basket (2019), Mumbai
- Youngest Retail Operations Manager @ Shopper's Stop (2013), Mumbai
Languages
Hindi
English
Marathi
Gujarati
Timeline
CRM, Loyalty & Operations Manager
Nature's Basket Limited
02.2021 - Current
Business Manager
Nature's Basket Limited
09.2017 - 01.2021
Store Manager
Tanishq (A Tata Product)
01.2016 - 12.2016
Retail Operations Manager
Shopper's Stop
08.2013 - 09.2015
Department Manager
Shopper's Stop
03.2011 - 08.2013
Retail Officer
Barbie
06.2010 - 12.2010
Store Manager
Barbie
06.2009 - 06.2010
MBA - Retail & Marketing
ITM Business School
Bachelor of Science - Science
Jai Hind College
Higher Secondary Education - Science
Sainath Junior College
Senior Secondary - Science
Kendriya Vidyalaya