Saurabh Shukla
New Delhi
Summary
Results-driven strategic leader with over 13 years of experience in digital and travel industries, currently serving as Senior Manager of Special Initiatives at Hindustan Times. I specialize in building and scaling innovative brand partnerships, utilizing a customer-centric approach to enhance value and engagement. My expertise in managing customer lifecycle processes has consistently led to improved retention and operational efficiency across various platforms, including significant roles in Customer Experience for HT Labs and operational leadership at Walmart and Yatra Online. I possess a strong analytical mindset, combining data-driven strategies with cross-functional coordination to optimize service delivery. Committed to fostering meaningful relationships and enhancing brand visibility, I am eager to drive impactful initiatives that propel organizational growth.
Overview
2
2
Languages
1
1
Certification
15
15
years of professional experience
Work History
Senior Manager Brand Promotions
Hindustan Times
New Delhi
04.2026 - Current
- Collaborated with Consulting Services - Brand Promotions team at HT Media Ltd. Managed client relationships for special brand initiatives, fostering partnerships and ensuring seamless campaign execution aligned with business objectives.
- Served as key liaison between clients and internal teams, coordinating efforts to enhance customer satisfaction, retention, and revenue growth through effective campaign delivery.
Manager Customer & Brand Experience
Hindustan Times
06.2021 - 03.2026
- Led end-to-end Customer Success operations for a user base at scale, managing a team of 60+ across channels (inbound, outbound, digital).
- Owned customer lifecycle management including onboarding, engagement, retention, and churn reduction. Improved customer retention by ~20% through proactive engagement and targeted intervention strategies.
- Reduced call abandonment by 25% by optimizing workflows and implementing process automation.
- Partnered with Product & Tech teams to resolve recurring issues and enhance product adoption.
- Built data-driven CX strategies using customer feedback, behavioral insights, and service metrics (CSAT, resolution time).
- Streamlined operations to improve efficiency, scalability, and customer satisfaction.
Deputy Manager Travel & Events
Walmart
08.2020 - 06.2021
- Managed end-to-end operations for 4,500+ stakeholders, ensuring seamless execution and service delivery.
- Optimized processes and implemented SOPs to improve operational efficiency and cost management.
- Coordinated cross-functional teams to deliver large-scale events and travel programs. Strong exposure to stakeholder management, vendor coordination, and project execution.
Senior Account Manager - Yatra for Business
Yatra Online Pvt. Ltd.
07.2017 - 07.2020
- Managed enterprise accounts (e.g., Reliance, Walmart), driving client satisfaction and retention.
- Owned account growth, relationship management, and service delivery excellence.
- Identified service gaps and implemented solutions to improve client experience and operational efficiency.
- Delivered cost optimization strategies for corporate travel programs.
Lead Associate- Customer Success
InterGlobe Technologies
03.2017 - 07.2017
- Handled customer success operations for OTA platform Goibibo, improving service delivery and resolution efficiency.
- Collaborated with internal teams to optimize processes and enhance user experience.
- Delivered improvements in customer satisfaction and operational performance.
Customer Success Specialist
Goibibo.com
10.2015 - 03.2017
- Handled customer success operations for Goibibo, improving service delivery and resolution efficiency.
- Collaborated with internal teams to optimize processes and enhance user experience.
- Delivered improvements in customer satisfaction and operational performance.
Data Research Executive - Hotels
Ixigo.com
09.2014 - 01.2015
- Managed and optimized hotel content and listings, ensuring accuracy, completeness, and improved discoverability.
- Worked closely with product and business teams to enhance user experience and conversion across hotel search journeys.
- Analyzed data trends to identify gaps in listings and improve content quality and customer decision-making.
- Contributed to improving platform usability and supplier onboarding efficiency.
Management Trainee
Mahindra Holidays and Resorts India Limited
06.2013 - 09.2014
- Rotated across operations, front office, and guest experience functions, gaining end-to-end exposure to hospitality management.
- Analyzed post-stay customer feedback to identify service gaps and implemented improvements to enhance guest satisfaction.
- Supported operational teams in delivering high-quality holiday experiences aligned with brand standards.
- Collaborated with cross-functional teams to ensure seamless service delivery and issue resolution.
- Developed a strong grounding in customer lifecycle, service recovery, and experience management.
Industrial Exposure Trainee
Taj Hotels Resorts and Palaces
12.2011 - 05.2012
- Gained hands-on experience in luxury hospitality operations, including guest services and service excellence standards.
- Assisted in maintaining premium customer experience benchmarks in line with Tata Group's service philosophy.
- Observed and contributed to guest engagement and service personalization practices.
- Learned best practices in customer delight, operational discipline, and brand-driven service delivery.
- Built a strong foundation in customer-first mindset and attention to detail.
Education
MBA/PGDM - Tourism Management
Indira Gandhi National Open University (IGNOU)
Delhi01-2016
B.Sc - Hospitality and Hotel Management
Institute of Hotel Management
01-2013
12th - English
CBSE
01-2010
10th - English
CBSE
01-2008
Skills
- Client relationship management
- Customer lifecycle management
- Project management
- Data-driven strategies
- Business Development
- Sales strategies and planning
- Clinet Servicing
Certification
Certified Associate in Project Management, 2024-09-01, Does not expire
Languages
English
Hindi
Custom
13 Years 1 Month
Timeline
Senior Manager Brand Promotions
Hindustan Times
04.2026 - Current
Manager Customer & Brand Experience
Hindustan Times
06.2021 - 03.2026
Deputy Manager Travel & Events
Walmart
08.2020 - 06.2021
Senior Account Manager - Yatra for Business
Yatra Online Pvt. Ltd.
07.2017 - 07.2020
Lead Associate- Customer Success
InterGlobe Technologies
03.2017 - 07.2017
Customer Success Specialist
Goibibo.com
10.2015 - 03.2017
Data Research Executive - Hotels
Ixigo.com
09.2014 - 01.2015
Management Trainee
Mahindra Holidays and Resorts India Limited
06.2013 - 09.2014
Industrial Exposure Trainee
Taj Hotels Resorts and Palaces
12.2011 - 05.2012
MBA/PGDM - Tourism Management
Indira Gandhi National Open University (IGNOU)
B.Sc - Hospitality and Hotel Management
Institute of Hotel Management
12th - English
CBSE
10th - English
CBSE