Riveena Kaur

Strategic and empathetic customer success leader with over 18 years of experience in building and scaling global support and success teams across B2C and B2B environments including Landmark Group, Arvind Lifestyle, Practo, and American Express. Proven expertise in SaaS customer lifecycle management, enterprise onboarding, CSAT/NPS improvement, and cross-functional stakeholder alignment. Passionate about driving product adoption, maximizing net revenue retention (NRR), and delivering proactive, delightful experiences at scale.

• Deputy General Manager - Head, Customer Service Delivery (CSD), Landmark Group, 05/01/21, Present, Led a 200+ member global 24x7 team managing customer support, logistics, and ecommerce operations., Defined and implemented an NPS and CSAT-focused service strategy, resulting in a 20% uplift in customer satisfaction., Championed CRM transformation and SOP revamp, enhancing onboarding efficiency and improving ticket resolution speed., Built a proactive support framework and centralized Help Centre, reducing inbound tickets by 30%., Fostered retention and trust through regular customer feedback loops and issue resolution dashboards.
• Head - CRM, Arvind Lifestyle Brands, 09/01/19, 05/01/21, Directed a 150+ member omnichannel support center for premium lifestyle brands., Created scalable training programs and knowledge systems to enable faster agent ramp-up and reduce first response time., Collaborated with product and marketing teams to align customer insights with roadmap decisions.
• Head - CRM, Practo Technologies, 11/01/18, 08/01/19, Managed onboarding and support for health-tech verticals (consultation, pharmacy, diagnostics)., Delivered 15% NPS improvement by streamlining support playbooks and initiating health monitoring KPIs., Designed and led customer engagement webinars and post-onboarding training for B2B partners.
• Senior Manager - Customer Support, Ace Turtle Services, 09/01/16, 11/01/18, Led support for high-touch brands like PUMA & Ray-Ban., Built self-service capabilities and curated help content to boost customer education and deflect tickets.
• Assistant Team Leader → Customer Service Rep, American Express, 01/01/07, 12/31/12, Handled high-volume customer queries and complex escalations., Recognized with the prestigious 'Blue Award' for service excellence and leadership.

With over 18 years of experience in both B2C and B2B settings, including Landmark Group, Arvind Lifestyle, Practo, and American Express, this strategic and compassionate customer success leader has built and scaled global support and success teams. demonstrated proficiency in enterprise onboarding, CSAT/NPS enhancement, SaaS customer lifecycle management, and cross-functional stakeholder alignment. devoted to increasing net revenue retention (NRR), promoting product adoption, and providing proactive, enjoyable experiences on a large scale.

Principal Leadership Positions Head, Customer Service Delivery (CSD) Deputy General Manager | May 2021–Present

oversaw a 200-person, round-the-clock, international team that handled e-commerce, logistics, and customer service.

developed and put into action a service strategy that prioritised NPS and CSAT, which led to a 20% increase.