Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Timeline
BusinessAnalyst
Sadiq Shamsudeen

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

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
Sadiq ShamsudeenCustomer Experience & Brand Strategy Manager (Global)