Sadiq Shamsudeen
Customer Experience & Brand Strategy Manager (Global)
Chennai
Summary
Accomplished and proactive sales & Customer success leader with 17+ years of experience in Sales, Brand strategy, supply chain, Logistics and customer Experience operations. Adept at managing full sales cycles, leading high-performing teams, overseeing and enhancing customer experience and sales growth across large networks. Proven track record in driving double-digit revenue growth, launching D2C sales models, optimizing distribution logistics, and implementing CX metrics like Salesforce, Microsoft dynamics 365, NPS and CSAT. Skilled at operating in fast-paced, service-driven environments aligned with GCC market expectations.
Overview
17
17
years of professional experience
1
1
year of post-secondary education
5
5
Languages
Work History
Global Customer Experience & Brand Strategy
Royal Enfield
03.2022 - Current
- Develop and implement a data-driven customer success strategy, and drive international brand positioning, promotional campaigns, and service enhancements.
- Define, track, and analyze key customer success metrics (speech analytics, NPS, IM, CSAT, CLTV) to improve progress and identify areas for improvement in CX and brand loyalty.
- Translating the data into actionable insights to optimize and lead new product rollouts to align sales with logistics, stock, and delivery targets.
- Develop and execute strategic account plans to drive customer success, retention, and upsell/cross-sell opportunities, and coordinate with global partners and B2B clients on sales and service agreements.
- Identify and implement tools and technologies to optimize customer success workflows and strengthen brand presence, creating high-impact retail and marketing techniques.
- Monitoring SLAs and KPIs as per agreed contractual commitments, and implementing Salesforce and Microsoft Dynamics 365 to streamline sales processes and enhance customer relationship management.
- Managing a team of customer success team leads and technical account managers. Generating internal dashboards and sharing periodic reports.
- Building relationships with internal teams, vendors, and customers for better alignment and collaboration. Providing a high level of confidence and service availability to the customers.
- Analyzing market data and sales funnels to optimize campaigns and drive performance. Ensuring timely delivery of services, tasks, CRs, and resolution of technical challenges.
Cluster Business Manager - Chennai Region
Royal Enfield
09.2019 - 03.2022
- Managed full-service operations, including sales targets, service quality, dealer support, and profitability.
- Drove 18% growth in motorcycle sales, and 30% uplift in add-ons and accessories revenue.
- Achieved 80% SAR in dealer profitability, and 10% delta in market improvement.
- Delivered double-digit growth and ranked cluster #1 in PST performance.
- Conducted sales reviews, developed incentive programs, and resolved escalations with key accounts.
Manager - Distribution Control & National Logistics
Royal Enfield
03.2018 - 09.2019
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
Area Sales Manager - South India
Royal Enfield
05.2015 - 03.2018
- Developed OEM and dealer network across southern states, improving sales pipeline.
- Delivered regular performance coaching, and established pricing/promotional strategies.
- Prepared sales forecasts and competitor benchmarking reports for management.
- Supported national GTM strategies for new launches and promotions.
- Led logistics for new product launches, and generated stock analysis for decision-making.
Territory Sales & Technical Services
MRF Tyres
06.2008 - 04.2015
- Spearheaded fleet B2B and retail channel growth for commercial and passenger vehicle segments.
- Exceeded annual sales targets consistently with strategic territory planning.
- Managed working capital and ensured timely payments.
- Initiated new service models and collaborated with alignment centers.
- Supported fleet tenders with technical proposals and cost models.
- Increased regional revenue by proposal YOY through targeted sales campaigns and dealer outreach.
- Expanded the channel footprint with new dealer on board and service point launches.
Education
MBA - Finance & Marketing
Crescent Engineering College
Postgraduate Diploma - Human Resource Management
Annamalai University
Bachelors - Business Management
Bankatlal Rajaram Boob College
Certification in Digital Marketing Strategy - undefined
great lakes college
01.2023 - 01.2024
Skills
NPS and CSAT evaluation
Data analysis for customer experience optimization
Develop effective VOC strategies
Experienced with market research tools
Experienced in tracking SLAs and KPIs
Strategic operational planning
Distribution and inventory efficiency
Channel & Dealer Network Expansion
Sales Forecasting & Budget Planning
Facilitating team growth and development
Brand Management & Offline Marketing
Market Intelligence & Data Analysis
Accomplishments
- WINNER - Quantic Customer Excellence Award (FY 24-25) for outstanding customer centric and service quality excellence.
- WINNER of the Trailblazer Award for enhancing the CSAT dashboard leading to improved customer feedback analytics.
- Spearheaded the implementation of a direct to customer sales model optimizing margins and customer reach.
- Developed and executed network retail strategy enhancing channel performance and retail penetration.
- Launched Pan-India Net promoter score (NPS) AND In moment (IM) surveys driving structured customer experience insights.
- Led national D2C delivery initiative, drove significant growth in sales and service market share.
- Rolled out Pan-India NPS & Speech Analytics System and Grew B2B & accessory sales by double digits year-over-year.
- Launched Retail Experience Project (RECODE) and enhanced service KPIs and Implemented cost-effective fleet service models with MRF.
- Led tender pricing reviews for warehouse & transport contracts and accelerated growth in GMA (Go-to-Market Activation).
Personal Information
- Available: Immediate Joiner
- Date of Birth: 07/10/84
- Nationality: Indian
- Visa Status: Open to Relocation
Timeline
Certification in Digital Marketing Strategy - undefined
great lakes college
01.2023 - 01.2024
Global Customer Experience & Brand Strategy
Royal Enfield
03.2022 - Current
Cluster Business Manager - Chennai Region
Royal Enfield
09.2019 - 03.2022
Manager - Distribution Control & National Logistics
Royal Enfield
03.2018 - 09.2019
Area Sales Manager - South India
Royal Enfield
05.2015 - 03.2018
Territory Sales & Technical Services
MRF Tyres
06.2008 - 04.2015
Postgraduate Diploma - Human Resource Management
Annamalai University
Bachelors - Business Management
Bankatlal Rajaram Boob College
MBA - Finance & Marketing
Crescent Engineering College