Pallavi Srivastava
Engagement Manager
Bangalore
Summary
Self - driven and performance oriented Professional with 8+ years of experience in Loyalty SAAS Company. Passionately committed to transforming and strengthening stakeholder relationships through "value-driven" engagements. Firm believer that technological adoption and advancements are the way ahead. Expertise in Customer Success, Account Farming, Product Adoption, Process Optimization and Loyalty Management. Thorough understanding of Loyalty Marketing, Omni Channel CRM, Retail CX, Vendor Management, NPS Management and cross-department strategy building
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Customer Success Manager
Capillary Technologies
Bangalore
01.2019 - Current
- Worked closely with Cross-functional teams to help determine best technical implementation methods for custom requests
- Led team of 6, responsible for analytics and consulting for accounts which generated Monthly Revenue of $55K
- Generated additional 18% revenue by working on Account Mining
- Streamlined processes and on boarded clients for better turnaround SLAs
- Automated several ritualized reports & Data related requests which lead to increase in the productivity of Team members
- Presenting QBR at CXO level
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Managed Implementation & Product onboarding to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Chasing NPS and closing loop
Program Manager
NetCarrots Loyalty Services
Bangalore
11.2014 - 11.2015
- Interacted with customers and clients to identify business needs and requirements.
- Worked closely with multiple teams for Implementation of New Program
- Managed end to end Customer Engagement and Loyalty programs across various verticals (B2B & B2C)
- Designed annual Campaign Plan
- Worked with clients from Hospitality, Automotive & Real Estate Sector.
- Participated in vendor selection and management process for program initiatives.
- Managed & mentored the team of 4-5 people.
Associate Manager
Capillary Technologies India Private Limited
Bangalore
04.2012 - 10.2014
- Working closely with execution and leadership teams to set strategy and tactic for Intelligent Customer Engagement for Clients across Apparel, Beauty, Fashion and E- Commerce space
- Monthly/Quarterly reviews- Defining scope of brief and working closely with multiple teams in preparing decks.
- Management/on-boarding of multiple teams viz Analytics, Delivery and Store support working on Accounts
- Assisted in designing Loyalty Program for Brands after analyzing various KPIs and buying behavior of customer
- Designing Campaign Calendar for Brands aligned with their Marketing Calendars
- US Polo Assn., Flying Machine, Nautica, Debenhams, NEXT, Mega Mart, Club America being some noteworthy Accounts
- Successfully re-launch pan India loyalty program of Benetton
Assistant Manager
Capillary Technologies India Private Limited
06.2011 - 03.2012
- Plan and managed day to day operations
- Responsible for monitoring and continually improving standards of performance and quality within operation
- Health check of Account's loyalty program
- Managing internal teams for smooth and quality Service delivery
- Analyzed and resolved CRM program issues in timely and accurate fashion as well as holding responsibility for monitoring data quality
- Handled operational requirement for several clients like Numero Uno, Kazo, NewU, TCNS-W, DLF Brands (Mango, Alcott, Sunglass Hut, and MotherCare) Chicco,etc
- Successfully on-boarded two new accounts- Kazo & Chicco
Education
MBA - Marketing and Retail Management
Birla Institute of Management &Technology
Greater Noida, UP 04.2009 - 05.2011
B.Com (Hons.) -
Banaras Hindu University
Varanasi, UP 07.2005 - 06.2008
Skills
Implementation & Onboarding
Customer Engagement & Advocacy
Continuous Process Improvement
Account Farming
Loyalty Marketing
Campaign Management
NPS Management
Team Management
Timeline
Customer Success Manager
Capillary Technologies
01.2019 - Current
Program Manager
NetCarrots Loyalty Services
11.2014 - 11.2015
Associate Manager
Capillary Technologies India Private Limited
04.2012 - 10.2014
Assistant Manager
Capillary Technologies India Private Limited
06.2011 - 03.2012
MBA - Marketing and Retail Management
Birla Institute of Management &Technology
04.2009 - 05.2011
B.Com (Hons.) -
Banaras Hindu University
07.2005 - 06.2008