Pranav K Babu
Social Media Manager / Customer Experience
Bangalore
Summary
Highly accomplished and results-driven Customer Experience Manager with a proven track record of driving exceptional customer satisfaction and loyalty. Experienced in collaborating with cross-functional teams and marketing departments to develop customer engagement and retention initiatives. Proficient in social media management, marketing strategies, and customer relationship management. Strong leadership and communication skills with a demonstrated ability to lead teams and deliver outstanding customer service.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
5
5
Languages
Work History
CUSTOMER EXPERIENCE MANAGER
GREYTIP.COM
Bangalore
03.2022 - 06.2023
- Developed and implemented a highly effective profile enrichment framework, driving enhanced customer insights, personalized experiences, and increased engagement for the organization.
- Worked on strategies to enhance the overall customer experience across all touchpoints, including pre-sales, onboarding, ongoing support, and post-sales interactions.
- Established metrics and systems to measure customer satisfaction, such as Net Promoter Score (NPS), customer surveys (CSAT/ESAT), and feedback analysis.
- Monitored and analyze customer satisfaction data to identify trends, patterns, and areas for improvement.
- Worked with the marketing team to develop customer engagement and retention initiatives, such as loyalty programs, personalized communications, and centralized gifting policies.
- Prepared quarterly reports on key customer experience metrics, including customer satisfaction, customer retention, NPS and shared valuable insights to the management after analyzing the data.
SOCIAL MEDIA MANAGER
HOUSEJOY.IN
Bangalore
03.2020 - 09.2021
- Developed marketing content such as blogs, promotional materials and advertisements for social media.
- Working closely with the marketing agencies and other stakeholders to identify and execute social media strategies.
- Monitor the company’s social media accounts and offer constructive interaction with users and influencers.
- Monitor, track, analysis and report on performance on social media platforms using tools such as Google Analytics and Facebook insights.
- Analysis competition activity and recommend improvements to increase sales and performance.
- Increased audience engagement with brand websites by finding and integrating relevant videos, tweets and other online content.
- Staying up to date on best practices and emerging trends in social media.
- Monitor SEO and user engagement and suggest content optimization.
- Posted new content for products and services when managing marketing and release calendars.
- Communicate with industry professionals and influencers via social media to create a strong network and social media presence.
- Educating colleagues on the use of social media and promote its use within the company.
- Monitored return on investment of online and social media marketing efforts.
- Conducted daily updates to social media profiles to boost company online presence.
SOCIAL MEDIA SPECIALIST
REDBUS.IN
Bangalore
05.2017 - 03.2019
- Communicating with social media followers/ influencers/ customers and maintained greater social media presence of the company.
- Set up and optimize company pages within each platform to increase the visibility of company’s social content
- Collaborate with other departments (customer relations, sales, marketing etc) to manage online reputation of the company
- Build and execute social media strategy through competitive research, platform determination, bench-marking, and messaging and audience identification.
- Measure the success of every Social Media Platform to measure the success & effectiveness of the Social Media Content and ads.
- Using analytical tools, monitor and evaluate the company’s social media presence and various other KPI's.
- Created customized marketing materials to increase product awareness.
SOCIAL MEDIA EXECUTIVE
OLA CABS
Bangalore
12.2015 - 11.2016
- Responding to highly sensitive post/ comments on various social media platforms and other websites.
- Establishing, developing and maintaining positive business and customer relationships.
- Scan all social media platforms for all feedback's and complaints and also for the competitor activity.
- Reach potential customers through cold calling and frequent follow up.
- Escalate issues internally to relevant departments (product, tech, finance and customer service)
- Keep abreast of promotional trends and engagements levels.
- Continuously improve through feedback and team meetings.
- Maintained friendly and professional customer interactions at all times.
CRM EXECUTIVE
MYNTRA.COM
Bangalore
08.2014 - 12.2015
- Support CRM team to provide adequate product knowledge base on the requirement.
- Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem.
- Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedule.
- Raise relevant tasks based on the customers complaint and provide the correct TAT.
- Pull up monthly report(Various metrics) and provide feedback on real time basics to the executives.
- Maintains customer records by updating account information and proper dispositions of calls and emails.
- Training agents to deliver a high standard of customer service.
- Leading and supervising a team of customer service agents.
Education
DIPLOMA - CIVIL ENGINEERING
07.2011 - 08.2014
PRE UNIVERSITY - PCMC
05.2008 - 03.2010
BBA - Digital Marketing And Data Analysis
07.2022 - Current
Skills
Strategy Planning
Analytical skillsExcellent communication and presentation skillsMarketing strategy
Email Marketing
Certification
Google Data analytics
Timeline
Jain University - BBA, Digital Marketing And Data Analysis
07.2022 - Current
SEO basics by Hubspot
05-2022
CUSTOMER EXPERIENCE MANAGER - GREYTIP.COM
03.2022 - 06.2023
Marketing strategies by Linked In
02-2022
Google Data analytics
01-2021
SOCIAL MEDIA MANAGER - HOUSEJOY.IN
03.2020 - 09.2021
SOCIAL MEDIA SPECIALIST - REDBUS.IN
05.2017 - 03.2019
SOCIAL MEDIA EXECUTIVE - OLA CABS
12.2015 - 11.2016
CRM EXECUTIVE - MYNTRA.COM
08.2014 - 12.2015
KERALA UNIVERSITY - DIPLOMA, CIVIL ENGINEERING
07.2011 - 08.2014
KAIRALIE NIKETHAN COMPOSITE PU COLLEGE - PRE UNIVERSITY, PCMC
05.2008 - 03.2010