Travel , music , sports and interaction with varied cultures and people
PAYAL KAPOOR
Customer Relation Management
Gurgaon
Summary
Dynamic and outcome-driven professional with over 10 years of diverse experience in CRM leadership, merchandising, customer experience, and marketing within the retail, home décor, and large-scale mall management sectors. Expertise in driving operational excellence and enhancing brand communication while fostering strong partnerships with tenants and vendors. Proven track record in strategizing and executing large-format events, streamlining customer service processes, and bolstering organizational reputation. Strong cross-cultural communication skills developed through global exposure across the USA, Europe, and Asia.
CRM professional with strong background in customer relationship management, ready to drive impactful results. Proven track record in optimizing customer interactions and implementing efficient CRM solutions. Valued for collaborative approach and adaptability, ensuring high-quality outcomes and team cohesion. Skilled in data analysis and strategic planning.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
Head – CRM
Ambience Mall Gurugram
01.2022 - Current
- Leadership & Customer Experience
- Lead overall CRM operations ensuring structured resolution of customer concerns, escalations, and system-driven service processes.
- Supervise a 10-12-member Customer Care team with focus on grooming, performance monitoring, and soft skills development.
- Introduced service SOPs to streamline mall–customer–tenant workflows.
- Operations & Mall Coordination
- Facilitate coordination with 300+ retail stores ensuring alignment on mall events, service requests, and tenant satisfaction.
- Oversee operational documentation including work permissions, gate passes, and safety compliance.
- Collaborate with Facilities, Security, and Marketing teams for seamless mall functioning.
- Marketing & Brand Engagement
- Conceptualized and executed high-impact brand activations increasing customer dwell time and mall visibility.
- Led festive campaigns, retail promotions, and large-format mall events boosting footfall and brand recall.
- Successfully collaborated with category-leading brands to deliver customer-centric experiences.
- Safety & Training
- Element holder for the British Safety Council audit framework ensuring process alignment and documentation readiness.
- Conduct regular training workshops on communication, customer handling, and audit preparedness for mall teams.
Senior Merchandiser
Insource Home
09.2020 - 03.2021
- Mentored junior merchandisers to develop their skills and enhance team performance overall.
- Collected data, monitored project progress and finalized reports before reporting to management.
- Planned and participated in conference calls and meetings with planning and management departments.
- Developed strong vendor relationships to negotiate better pricing, improving profitability for the company.
Senior Merchandiser & Sourcing Consultant
Buying Agency
01.2012 - 11.2019
- Product Development & Merchandising
- Led end-to-end product development from concept research, sampling, approvals, costing, and production planning.
- Developed a diversified range including mirrors, clocks, wall art, bed linen, quilts, kitchen textiles, and contemporary décor.
- Vendor Management & Sourcing
- Negotiated costing and developed new vendors across Saharanpur, Moradabad, Surat, and Delhi.
- Ensured quality compliance, timely procurement, and vendor capability enhancement.
- Operational Excellence
- Achieved 98% on-time delivery for consecutive financial years (FY'12 & FY'13).
- Collaborated with international buyers and represented the company in Germany for order booking and client meetings.
- Achievements
- Increased business turnover by 50% (FY'11).
- Delivered 12% annual cost savings by redesigning sampling & sourcing workflows.
Education
Diploma -
NIFT
Hauz Khas, Delhi01-2000
B.A (Pass) - undefined
Jesus & Mary College, Delhi University
01-1998
High School - undefined
St. Francis De Sales School
Janakpuri01-1995
Skills
Customer Relationship Management (CRM)
Mall Operations & Tenant Coordination
Retail Brand Communication
Vendor Sourcing, Negotiation & Development
Merchandising & Product Strategy
Accomplishments
Element holder For British Safety Council for Senior management
Management review
Occupational health safety Environment and Well being -Objectives and planning
Team work for Achieving the Sword of honor for British safety council
for Ambience mall - Gurgaon
Training on soft skills conducted and certification received from TUV-SUD for health and safety training
Hosted the republic day for Mall with Chairman - ambience malls
Received award by our Chair man - Mr Raj singh Gehlot for Participation in British safety council Audit successfully with team and won sword of honor 2025
Heading The Customer Care team of Ambience mall Gurgaon with 98% customer retention and minimal greviences
Participation in organizing children summer camp 2024marketing activities like End od season sale with collaborations with tenants
Certification
Ambience mall - Gurugram - British safety council Audit participation
Interests
GLOBAL EXPOSURE
- Business travel experience across USA, Europe, and Asia.
- Valid US Visa until 2027.
Timeline
Ambience mall - Gurugram - British safety council Audit participation
01-2026
Training certification in Health and safety - TUV-SUD
08-2025
Head – CRM
Ambience Mall Gurugram
01.2022 - Current
Senior Merchandiser
Insource Home
09.2020 - 03.2021
Senior Merchandiser & Sourcing Consultant
Buying Agency
01.2012 - 11.2019
B.A (Pass) - undefined
Jesus & Mary College, Delhi University
High School - undefined
St. Francis De Sales School
Diploma -
NIFT