SWAPNIL SHINDE
Mumbai
Summary
Seasoned marketing professional with 17+ years of expertise in Online Reputation Management, Crisis Handling, and Digital Strategy across diverse industries. Proven track record in leading end-to-end digital initiatives—Chatbots, Email Automation, WhatsApp Campaigns—blending marketing insight with tech solutions. Skilled in social listening, CRM tools, and data-driven decision-making to shape brand perception and drive customer engagement. Strong cross-functional collaborator with a sharp eye on innovation, customer experience, and business impact
Overview
16
16
years of professional experience
Work History
Deputy General Manager- Marketing
LODHA
02.2018 - Current
- Lead organisation-wide Online Reputation Management (ORM) and Crisis Communication strategy, ensuring consistent brand integrity across digital channels.
- Manage customer response operations with strict adherence to SLA and TAT benchmarks.
- Monitor and analyze online conversations using advanced social listening tools to extract actionable insights.
- Collaborate with leadership on crisis escalation, mitigation, and communication plans to protect brand image.
- Train cross-functional teams on brand guidelines, reputation protocols, and digital communication practices.
- Own strategic planning and execution of key digital products including Chatbot, WhatsApp Campaigns, CDP, and Email Automation.
- Drive lead generation and customer engagement through innovative digital touchpoints and campaign management.
- Align digital product initiatives with business goals while ensuring compliance, user experience, and performance KPIs.
- Manage budgets for ORM and digital tools, ensuring optimal resource utilization and ROI.
- Establish and track performance KPIs to measure ORM effectiveness and continuously improve response strategy.
- Implement brand advocacy programs to enhance customer sentiment and foster positive brand perception.
Online Community Manager
Vodafone India
12.2016 - 02.2018
- Project Management for Online forum
- Monitoring adherence of SLA & TAT, FRT & E2E resolution
- Social Media customer service- Twitter, Facebook & Consumer Forums
- Reporting & Insights to various stakeholders
Social Media Manager
Mullen Lowe Lintas Group
10.2014 - 12.2016
- Social Listening & ORM head - leading team for servicing brands of high repute
- Social media command center set up
- Real Time Marketing
- Social Media Monitoring
- Social Research & Campaign Impact Measurement
Sales Manager
SK International
05.2009 - 02.2014
- Designing & Monitoring Marketing programs to increase new customer base
- Salesforce CRM Marketing, Business Development & Pre-Sales for West India
- Managing Renewal business - Managing the Marketing & Inside Sales Team
- Best Partner Award - Reseller & Retainer - Salesforce.com
Education
Advanced Diploma - Digital Marketing
Softpro Digital Marketing Institute
06.2015
MBA - Marketing Management And Research
Dr. V. N. Bedekar Institute of Management Studies
03.2008
Bachelor of Science - undefined
Ramnarian Ruia College
05.2005
Skills
- Problem-Solving
- Leadership
- Teamwork
- Communication
- Adaptability
- Chatbot Implementation
- CRM Software Proficiency
- Social Listening Tools
- Analytics and Reporting
- Email Marketing Platforms
- Digital Marketing
- Data-Driven Decision Making
- Strategic Planning
- Online Reputation Management
- Innovative Thinking
Accomplishments
- Setting up WhatsApp-based Chatbot for lead sourcing. RoI of approx. 100x (1 Y) Revenue
- Best Social Listening & Command Center Award - Real Estate category at #WeKonnect
- Implemented Social ORM process, dashboard & reporting, team training, and business intelligence
Languages
English
Marathi
Hindi
Timeline
Deputy General Manager- Marketing
LODHA
02.2018 - Current
Online Community Manager
Vodafone India
12.2016 - 02.2018
Social Media Manager
Mullen Lowe Lintas Group
10.2014 - 12.2016
Sales Manager
SK International
05.2009 - 02.2014
MBA - Marketing Management And Research
Dr. V. N. Bedekar Institute of Management Studies
Bachelor of Science - undefined
Ramnarian Ruia College
Advanced Diploma - Digital Marketing
Softpro Digital Marketing Institute
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