Subhajit Ghosh
Customer Relationship Management
Kolkata
Summary
A result-driven professional, with nearly 16 years of rich experience and year-on-year success in driving end-to-end Customer Relationship Management, Sales Operations & Customer Service in companies like Utkarsh India, Lindstrom, Britannia & SPS group. Set benchmark by successfully delivering a premier customer experience for all customer interactions and meeting all Key Performance metrics. Gained recognitions from top management for achieving record-high customer satisfaction rankings, improvements to bottom line & turnaround of underperforming operations. Interacted with Clients/Customers across target organizations & driving the implementation of cutting-edge solutions for clients by adopting a pragmatic approach in the pursuit of achieving business objectives. Showcased proven excellence in developing & executing customer services strategies based on extensive analysis of service operations & market dynamics. Broad-based expertise in managing customer service operations; understanding clients' requirements and providing services accordingly; leading teams to ensure the accomplishment of service deliverables. Functioned as an escalation gate; successfully followed the customer centric approach, analyze root cause to resolve the escalations raised by the customers in order to achieve the customer satisfaction matrices.
Overview
16
16
years of professional experience
14
14
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Head - Customer Relationship Management
Utkarsh India Limited
Kolkata
01.2024 - Current
- Design and implemented customer Service Strategy for the all division - Steel Pipe, Solar Structure, Transmission Tower, Railway Electrification structure, Galvanized structure, Crash Barrier, High Mast, Steel Tubular Pole, PVC Pipes & Fittings.
- Lead the CRM department, developing and implementing strategies to enhance customer retention and acquisition.
- Spearheading lead management and nurturing strategies to maximize conversion from online and offline channels.
- Driving revenue generation by optimizing the sales funnel and improving lead-to-sale ratios through data-driven CRM initiatives.
- Leading remarketing campaigns and customer re-engagement programs across multiple digital touchpoints.
- Managing a robust ecosystem of CRM tools including Leadsquared (LSQ), Business WhatsApp, DealDox, Corefactor, Sales Force Automation (SFA), and Dealer Management System (DMS) for seamless lead tracking, communication, and sales coordination.
- Coordinating with sales and marketing teams to align CRM strategies with organizational goals and ensure synchronized campaign execution.
- Organizing, managing, and tracking the ROI of channel partner meets, dealer/distributor events, and strategic gatherings to ensure value-driven engagements and relationship strengthening.
- Overseeing forecasting and budgeting processes for CRM-led initiatives, ensuring cost-effective planning and optimal resource allocation.
- Leading the design, development, and promotion of the Loyalty App, ensuring enhanced customer retention and advocacy through personalized reward mechanisms.
- Driving customer engagement activities such as digital campaigns, feedback loops, loyalty programs, webinars, and offline events to foster long-term relationships.
- Managing exhibitions and trade show participation to boost brand presence and collect high-intent leads through experiential marketing.
- Collaborating with the Learning & Development (L&D) team to implement skill development programs for CRM staff, ensuring alignment with evolving market dynamics and CRM best practices.
- Monitoring and analyzing Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics to evaluate and enhance customer experience touchpoints.
- Generating and analyzing CRM performance reports, dashboards, KPIs, and customer insights to inform strategic decision-making.
- Ensuring CRM data integrity, privacy compliance, and maintenance of high-quality lead and customer databases.
- Leading digital transformation initiatives within CRM to streamline workflows, automate repetitive tasks, and improve user experience for both customers and internal stakeholders.
- Handling end-to-end call center operations, ensuring efficient inbound and outbound communication, timely resolution of customer queries, adherence to SLAs, and quality assurance standards.
Operations Manager - East
Lindstrom Services India Pvt. Ltd.
Kolkata
03.2014 - 01.2024
- Responsible for Service Operations of East unit (West Bengal, Jharkhand, Odisha, Bihar).
- Leading the business unit, including all aspects like Sales, Customer Service, Customer Engagements, Production & Delivery service.
- Responsible for financial aspects like Growth & Profitability.
- Implementation of the company values, mission, vision & strategy.
- Development & Control of Sales operations & Service operations according to the business model & concepts.
- P&L holder.
- Budgeting, Forecasting, annual planning, regional strategy & implementation of the same.
- Manage the operations for a process for the organization. Be a single point of contact with the entire team and the senior management through effective communication on the key deliverables of the process.
- Interact with clients on a regular basis to ensure smooth operations and increase business with the client.
- Control cost through effective utilization of personnel, materials and equipment.
- Proactively tackle problems that arise in the team and resolve them to ensure there is no negative impact on productivity and delivery of assignments.
- Work with team to agree targets by product by client segment, and monitor performance against targets on a monthly/quarterly basis.
- Expertise in driving new business through key accounts and establishing partner relationships to increase channel revenue.
- Improve customer service experience, create engaged customers and facilitate organic growth.
- Design & improve the customer experience.
- Customer satisfaction, CSAT, NPS, loyalty and advocacy.
- Drive customer retention, reduce churn, and increase customer satisfaction.
- Map the customer journey and identify opportunities to proactively intervene on the client's behalf.
- Guide team in effective client issues resolution and handle any escalations.
- Implements production, productivity, quality, and customer-service standards.
- Contributes customer service information and recommendations to strategic plans and reviews.
- Enforces company policies and procedures.
- Determines customer service requirements by maintaining contact with customers and visiting operational environments.
- Creating effective customer service procedures, policies, and standards.
- Assessing service statistics and preparing detailed reports on your findings.
- Maximizes customer operational performance by providing help desk resources and technical advice.
- Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.
- Meets customer service financial objectives by forecasting requirements, prepares annual budgets, and schedules expenditures.
- Analyze statistics and compile accurate reports.
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Keep ahead of industry's developments and apply best practices to areas of improvement.
- Control resources and utilize assets to achieve qualitative and quantitative targets.
- Maintain an orderly workflow according to priorities.
- Customer Relationship Management System (CRM).
- Customer stake holder's management.
- Manages customer service staff, communicates job expectations, and performs appraisals and job reviews.
- Customer Onboarding.
Regional Customer Engagement Manager - North India
Lindstrom Services India Pvt. Ltd.
New Delhi
01.2014 - 01.2018
- Responsible for 2 business unit's (Delhi & Pachkula - North) operations in the region.
- Ensuring working methods and service processes adhere to SOPs showing continuous improvement.
- Responsible for enhancing customer experience through continuous process improvements.
- Executing a dynamic key account plan & build relationship with key stakeholders.
- Organizing, developing and controlling the customer service operations according to the business concept/model.
- Leading a team of customer service personnel and administering logistics operations (Daily delivery services) and planning delivery of work-wear to customers and with fleet of small, medium and large trucks.
- Managing Customer satisfaction survey (Voice of Customer).
- Customer Receivables (payment collection from all clients on regular basis).
- Forecasting according to the business model.
- Organizing consumer feedback on regular basis to understand the end users need, satisfaction level & what are the process improvement area.
- Design & improve the customer experience.
- Customer satisfaction, CSAT, NPS, loyalty and advocacy.
- Drive customer retention, reduce churn, and increase customer satisfaction.
- Map the customer journey and identify opportunities to proactively intervene on the client's behalf.
- Guide team in effective client issues resolution and handle any escalations.
- Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.
- Continually review and evolve the collection of processes.
- Retention of the customers through excellent customer experience.
- Activation for different customer engagement activity.
- Responsible for correct invoicing for all the clients.
- Customer Profitability analysis & developmental action plan.
- Customer Relationship Management System (CRM).
- Implemented targeted outreach campaigns, leading to increased customer acquisition and long-term relationships.
- Conducted regular staff training sessions on best practices in customer engagement, improving overall team performance and communication skills.
Customer Service Manager - East & North East
Lindstrom Services India Pvt. Ltd.
01.2014 - 01.2018
- Responsible for 2 business unit's operations in the region - Kolkata & Tinsukia.
- Ensuring working methods and service processes adhere to SOPs showing continuous improvement.
- Responsible for enhancing customer experience through continuous process improvements.
- Executing a dynamic key account plan & build relationship with key stakeholders.
- Organizing, developing and controlling the customer service operations according to the business concept/model.
- Leading a team of customer service personnel and administering logistics operations (Daily delivery services) and planning delivery of work-wear to customers and with fleet of small, medium and large trucks.
- Managing Customer satisfaction survey (Voice of Customer).
- Customer Receivables (payment collection from all clients on regular basis).
- Forecasting according to the business model.
- Organizing consumer feedback on regular basis to understand the end users need, satisfaction level & what are the process improvement area.
- Generating commercial proposal by calculating all the prices engaged in the solution and analyzing the complexity of the solution, market situation & customer relations.
- Introducing & promoting new products; assessing market opportunity based on synergies with existing business set-up and designing new offerings/products with different prices for each target market.
- Developing talent within the team and ensuring that the team members are completely trained on the product/process side and consistently exceed customer expectations.
- Analyzing root cause on the top issues and sharing insights which can help improve business objective.
- Processing & formatting to ensure effective quality management and adherence to compliance standards.
- Contract renewals.
- Retention of the customers through excellent customer experience.
- Activation for different customer engagement activity.
- Responsible for correct invoicing for all the clients.
- Customer Profitability analysis & developmental action plan.
Sales Admin Manager
Bake Fresh Biscuits Pvt. Ltd.
Kolkata
03.2012 - 02.2014
- Company Overview: [SPS Group]
- Managing consumer claims.
- Reporting of 11 operation personnel.
- Claim summary checking with actual claims.
- Tracking & updating disputed claims which held at branch end.
- Final checking & making full docket of all kind of claim.
- Collection & order tracking.
- Coordinate with the sales team for primary & secondary sales.
- Coordinate with the super & distributors.
- Coordinate with depot for order & dispatch.
- Follow-up's with sales team for collection & order.
- Build up relation with super & Distributors.
- Stock audit at the CNF & various distributors point.
- Maintain party ledger.
- Organize all kind of meeting & conferences.
- Visit super or distributors point as & when require.
- MIS report & analysis.
- Sales analysis on a monthly basis.
- Sales report prepare & submit to sales head as when req.
- [SPS Group]
- Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
Sales Admin Executive
Britannia Industries
04.2009 - 03.2012
- Claim summary checking with actual claims.
- Tracking & updating disputed claims which held at branch end.
- Final checking & making full docket of all kind of claim.
- Collection & order tracking.
- Coordinate with the sales team for primary & secondary sales.
- Coordinate with the super & distributors.
- Coordinate with depot for order & dispatch.
- Follow-up's with sales team for collection & order.
- Build up relation with super & Distributors.
- Stock audit at the CNF & various distributors point.
- Maintain party ledger.
- Organize all kind of meeting & conferences.
- Visit super or distributors point as & when require.
- MIS report & analysis.
- Sales analysis on a monthly basis.
- Sales report prepare & submit to sales head as when req.
Education
Post Graduate Diploma in Financial Planning TM -
International College of Financial Planning TM
Kolkata 01.2008 - 01.2009
B. Com. (H) -
Heramba Chandra College (South City Day), University of Calcutta
Kolkata 01.2005 - 01.2008
12th -
Tiljala High School
Picnic Garden, Kolkata 01.2000 - 01.2005
10th -
Tiljala High School
Picnic Garden, Kolkata 01.2000 - 01.2005
Certified - Customer Experience/Portfolio Management/Key account Management
Lindstrom Growth Academy
Lindstrom Services India Pvt Ltd 01.2019 - 02.2019
Skills
Customer Service Operations Team leadership and trainingsLead ManagementStrategic Business PlanningSupport Marketing TeamContinuous Process ImprovementCustomer SatisfactionContact CentreCX StrategyService Delivery ExcellenceBuyer Persona AnalysisCustomer Service Operations
Certification
AMFI (Advisors) Certification, NSE India Limited, 2009, 73.25%
Personal Information
- Hobbies: Listening Music, Playing Football
- Date of Birth: 01/27/86
- Marital Status: Married
Timeline
Head - Customer Relationship Management
Utkarsh India Limited
01.2024 - Current
Certified - Customer Experience/Portfolio Management/Key account Management
Lindstrom Growth Academy
01.2019 - 02.2019
Operations Manager - East
Lindstrom Services India Pvt. Ltd.
03.2014 - 01.2024
Regional Customer Engagement Manager - North India
Lindstrom Services India Pvt. Ltd.
01.2014 - 01.2018
Customer Service Manager - East & North East
Lindstrom Services India Pvt. Ltd.
01.2014 - 01.2018
Sales Admin Manager
Bake Fresh Biscuits Pvt. Ltd.
03.2012 - 02.2014
Sales Admin Executive
Britannia Industries
04.2009 - 03.2012
Post Graduate Diploma in Financial Planning TM -
International College of Financial Planning TM
01.2008 - 01.2009
B. Com. (H) -
Heramba Chandra College (South City Day), University of Calcutta
01.2005 - 01.2008
12th -
Tiljala High School
01.2000 - 01.2005
10th -
Tiljala High School
01.2000 - 01.2005