Shruthi P
Subject Matter Expert
Bengaluru
Summary
An experienced Subject Matter Expert (SME) with over 9.5 years of expertise in brand improvement, specializing in customer insights and product optimization. Proven track record of driving brand growth by leveraging data-driven insights to enhance product quality, optimize performance, and improve customer satisfaction. Skilled in collaborating with cross-functional teams, vendors, and global marketplaces to deliver impactful solutions that elevate brand visibility and operational efficiency. Proficient in utilizing ML-based insights to guide product strategies, enhance existing offerings. Adept at analyzing key performance metrics, benchmarking vendor performance, and translating customer feedback, reviews, and return data into actionable insights that boost product ratings and reduce returns. Expertise in leading complex projects across multiple markets, driving operational savings, and contributing to process improvements that align with business goals. Leveraging data-driven insights to empower brands and enhance customer experiences, driving informed business decisions. Analyzing and interpreting complex data to deliver actionable recommendations that optimize strategies, improve operational efficiency, and foster strong customer relationships. Exceptional in stakeholder engagement, with the skill to manage end-to-end program lifecycles. Strong in project management, with the skills to define scope, objectives, timelines, and deliverables, ensuring successful product launches and improved customer experiences. Knowledge in risk management, defect elimination strategies, and inventory management, which contribute to minimizing operational disruptions and improving brand reputation. Recognized for leadership in driving team performance, coaching new hires, fostering collaborative work environment. A results-oriented professional with a strong focus on data analysis, catalogue management, and process optimization, consistently contributing to revenue growth and long-term brand success.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Subject Matter Expert (Vendor Strategy & Insights)
Amazon
04.2025 - Current
- Lead vendor onboarding and engagement for the Customer Returns Services program for US Market place partnering with 12+ brands like LG, Meta, TP-Link, Razer to reduce return rates and improve product quality.
- Deliver monthly business reviews (MBRs) with vendors, presenting return insights, root-cause analysis, and category-level benchmarks.
- Analyze return drivers using customer feedback, catalog data, and competitive comparisons to identify improvement opportunities.
- Recommend actionable interventions across product design, catalog quality, and customer expectations to reduce returns and enhance customer experience.
- Influence vendor decision-making by benchmarking against competitors and highlighting best practices across marketplaces.
- Drive reduction in return-related costs (NCRC) by aligning vendor strategies with data-backed insights and continuous performance tracking.
- Achievements:
- Reduced return rates by ~6–9% across key vendors by driving targeted interventions on high-return SKUs and catalog gaps.
- Generated 7.2M NCRC cost savings by proactively identifying and resolving top return drivers across brands like TP-Link, LG, Razer, and Meta.
- Improved product ratings and customer satisfaction by enabling vendors to fix recurring issues related to quality, sizing, and expectation mismatch.
- Scaled impact beyond individual vendors by surfacing category-level return trends, influencing broader strategy and reducing repeat defects.
Subject Matter Expert (Customer & Brand Experience Improvement)
Amazon
10.2023 - 03.2025
- Developed and executed data-driven brand strategies across multiple marketplaces, improving brand visibility and competitive positioning.
- Conducted in-depth competitive analysis to identify market gaps and define differentiated positioning for partner brands.
- Leveraged machine learning insights, customer reviews, and behavioral data to refine product offerings and uncover emerging trends.
- Guided vendors on new product development, positioning, and catalog optimization to align with customer expectations.
- Collaborated cross-functionally with marketing, supply chain, and category teams to execute high-impact campaigns and product launches.
- Established performance tracking frameworks to monitor brand health metrics, customer sentiment, and product ratings.
- Ensured compliance with regulatory and platform guidelines while mitigating brand and catalog risks.
- Achievements:
- Contributed to the successful launch of brand strategic initiatives across 7 marketplaces, resulting in operational savings of $6.8 million and improving brand positioning.
- Drove 13.4% improvement in product ratings and reduced returns by 10.27% through actionable insights and vendor collaboration.
- Successfully led the execution of 3 key initiatives, leading to an overall improvement in operational efficiency and brand visibility across platforms.
Senior Catalog Associate
Amazon
10.2019 - 09.2023
- Customer Complaint Resolution: Investigated and resolved customer complaints related to defective or damaged products, conducted root cause analysis to identify recurring issues and implemented corrective actions to improve customer satisfaction.
- Catalog Quality Assurance: Ensured the accuracy of product information, including proper categorization and adherence to Amazon guidelines. Regularly performed quality checks and collaborated with vendors and manufacturers to maintain accurate product listings.
- Inventory & Buy Box Management: Analyzed inventory and identified potential sales losses due to missing buy boxes. Coordinated with vendors and internal teams to rectify catalog errors, ensuring products were listed correctly and available for sale.
- Cross-Department Collaboration: Worked with warehouse teams to investigate shipping and inventory issues, ensuring products were correctly stocked, packaged, and shipped. Investigated defective items and resolved discrepancies through collaboration with manufacturers and Amazon catalog teams.
- Process Improvement & Team Management: Led self-driven process improvement projects aimed at enhancing operational efficiency, reducing customer complaints, and achieving operational savings. Managed work allocation across team members and ensured tasks were completed within Service Level Agreements (SLAs).
- Achievements:
- Successfully reduced the volume of customer complaints by 12.3% by identifying and resolving recurring issues, leading to improved customer satisfaction scores.
- Enhanced inventory turnover by 14.58% through proactive management of unsellable products and fixing catalog errors, resulted in increased sales and better inventory optimization.
Catalog Associate
Amazon
07.2016 - 09.2019
- Content Creation & Catalog Management: Created and populated Amazon catalog content, including sourcing data from various channels and conducting in-depth research to ensure product listings were up-to-date and accurate.
- Website Quality Audits: Ensured the accuracy of the website’s content by analyzing customer reviews, assigned products to appropriate categories, and performed regular audits to ensure compliance with company standards.
- Vendor Interaction & Error Correction: Coordinated with vendors and manufacturers to identify and correct catalog errors. Provided support for resolving product-related defects through internal tools and vendor assistance.
- Role:
Education
MBA -
Acharya Institute of Technology
01.2016
BBM - undefined
Seshadripuram College
01.2013
PUC - undefined
Sri Vidya Mandir
01.2010
SSLC - undefined
St. Mary’s Convent
01.2008
Skills
Brand/vendor Strategy Development
Product Optimization
Customer Insights Analysis
Project & Program Management
Data-Driven Decision Making
Vendor & Stakeholder Management
Awards & Highlights
Customer Delight Award: Recognized three times for exceptional customer service and satisfaction, consistently going above and beyond to meet customer needs., First Among Award: Achieved monthly recognition five times for outstanding performance and leadership within the team, showcasing a commitment to excellence., Extra Mile Award: Honored for completing a critical project on time, showcasing dedication and commitment to ensuring project success despite challenges.
Timeline
Subject Matter Expert (Vendor Strategy & Insights)
Amazon
04.2025 - Current
Subject Matter Expert (Customer & Brand Experience Improvement)
Amazon
10.2023 - 03.2025
Senior Catalog Associate
Amazon
10.2019 - 09.2023
Catalog Associate
Amazon
07.2016 - 09.2019
BBM - undefined
Seshadripuram College
PUC - undefined
Sri Vidya Mandir
SSLC - undefined
St. Mary’s Convent
MBA -
Acharya Institute of Technology