PANKAJ TIWARY

Progressed to Business Manager role managing multiple functions with following responsibilities:

· Responsible for the complete P&L of the city

· Driving a cohesive growth strategy for the business by strategizing demand creation and supply replenishment functions

· Responsible for ensuring process and policy adherence across functions, with a focus on delivering the best-in-class customer experience

· Launched Zoomcar Host Program and grew the city to be the second largest across the North region in terms of the number of cars on the program

· Generating ~5.5 Cr GMV for the city, second-highest revenue in the North region after Delhi NCR

· Working closely with Dealers, Service Centres, OEMs & Insurance companies to ensure the quality of the supply

· Acting as a liaison between Zoomcar and the State Govt for various partnerships

· Planning BTL marketing activities viz, on-ground activations, OOH displays, creative design requirements, and strategic tie-ups with business partners.

• Launched Jaipur as a new market for Zoomcar.
• To grow operations of the car subscription model and self-drive business regionally
• Hired and managed 50+ blue collared employees along with Team Leaders for day-to-day operations
• Achieved 90% availability and 85% utilization of the fleet
• One of the highest numbers for any city across the North region.
• Mentored the ground team to manage the operational efficiency
• Spearheaded overhaul of company best practices to significantly increase staff retention rates.

During my stint with Treebo Hotels, I was handling city-level operations to ensure a smooth customer experience across the North region where my key responsibilities were:

• Successfully led the on-ground demand and operations with a focus on customer experience, revenue growth, and optimal resource utilization
• Worked with the supply and demand team to ensure a reliable and operationally effective business flow to increase the overall P&L of the city
• Was leading oversight on city supply operations.
• Laid down the city roadmap for growth and profitability targets.
• Managed expansion of Tier I, II cities across North India with a team of 11 high-performing members.
• Responsible for driving smooth operations across the 15 properties with the objective of meeting or exceeding customer experience.

• Worked closely with the operation managers on providing training to the driver-partners on issues regarding payments, technology & quality to increase and maintain the supply.
• Actively listened to customers, handled concerns quickly and escalated major issues to the relevant POCs.
• Managed in-person communications (both 1-1 & 1-many) to analyze the performance of the drivers and reported to the management
• On-boarded and off-boarded the drivers to maintain the quality of supply across the city.
• Detected, analyzed, and took actions against frauds to ensure the quality of the service meets customer expectations.
• Key responsibilities in launching Uber Auto in Tier-II cities.