Poonam Sareen

Heading and Operating Loyalty / CRM Programs– Club Marriott, Epicure by IHCL(Taj Hotels), Club ITC Culinaire by ITC Hotels, Connoisseur Club by The Leela Hotels and Resorts.

• Providing executive leadership and exercise supervisory responsibilities with a team of +650 resources for Strategic Business Operations like CRM, Customer Acquisition, Customer Retention programs. Providing regular feedback, brand vision alignment, managing performance metrics and team development for continuous improvement
• Managing Center of Excellence (CoE) for outbound and inbound contact centers - Evaluating and implementing advanced contact center technologies and tools that enhance efficiency and customer engagement involving the adoption of customer relationship management (CRM) systems, call center analytics, and automation solutions.
• Develop and execute customer advocacy programs designed to showcase success stories, testimonials, and positive customer experiences.
• Established and managed monthly, quarterly and yearly plans for Omni Channel Contact Centres. Outbound voice, multi channel Inbound with focus of Customer Lifecycle Management
• Cross Functional Team Management - Leading and coordinating a diverse team of professionals from different departments with objective to foster collaboration, optimise team performance, and ensure successful project delivery across various CRM functional areas
• Fostered a culture of Data Driven Decision Making, system and technology solutions and comprehensive planning with stakeholders
• Stakeholder Management -Developed in-depth knowledge of each client's business through research and regular on-site meetings, Stakeholder Management, Communication Management, Negotiation and Contract Management, Performance Monitoring and Feedback Collection
• Capturing customer feedback to enable process to provide memorable experience through methodologies like NPS,CSAT, ASAT, Appreciation dashboard & BTP.

Founder member and part of leadership team, driving the entire Inbound call center setup for an early stage start up. As a Head – Customer Support, spearheading CRM improvement initiatives for better customer relationship management for both internal & external stakeholders.

“Take A Call” – A new initiatives on customer centricity. Each RHI employee is trained and certified for 100 hours on product, process and empathy. Each one of them spends 2 – 4 hours a week serving the customers and is empowered to Take A Call.

Heading and Operating Loyalty / CRM Program– Club Marriott, Hilton Premium Club, Preferred At The Park, Connoisseur Club by Leela, Rezerved by Carlson and Elite Connect by Elite Group of Hospitality, Bahrain.