Swati Sharma
Growth & Retention Marketing Manager
Gurgaon
Summary
Results-focused manager offering 10+ years of experience leading talented sales & customer success, operations personnel, Growth & Retention. Successful at engaging with other team members by discussing performance, maintaining accountability. Encouraging and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Growth & Retention Manager
Healthkart
Gurugram
01.2022 - Current
- Managing customer retention, revenue building, P&L
- Planning and executing retention marketing campaigns across various channels, including email, SMS, whatsapp to engage and retain customers
- Analyze customer data to segment the customer base effectively, tailoring marketing initiatives to different customer personas and behaviors. Also,make data-driven recommendations for improvements.
- Develop and execute a comprehensive customer retention strategy that includes segmentation, personalized messaging, and customer journey optimization.
- Collaborate with the content team to develop engaging and relevant content for customer communications.
- Work closely with the marketing, product, and customer support teams to ensure a cohesive customer experience and consistent messaging.
- Collaborating with cross-functional teams, including product, customer support, and data analytics, to develop and implement retention initiatives
- Monitoring and measuring campaign performance using analytics tools, such as Google Analytics, and optimizing campaigns based on insights
- Manage Ecommerce Business for brand named Gritzo - Child Nutrition. Driving business for Other Channels like Amazon, Flipkart & other quick commerce to improve sales through maximum product visibility & availability
- Implementation of CRM & Calling tool for automations & Data management for better understanding of business.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Captured new customers by optimizing business strategies and launching products to diversify offerings
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Established, initiated and optimized business development strategies based on company targets,market data and budget factors
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Recruited, interviewed and hired individuals adding value, dedication and knowledge to sales team.
- Compiled product and customer data to generate informed profit projections.
Assistant Manager
Holzoo Private limited
Pune
06.2017 - 12.2021
- Managed Operations & Post sales team with team of 22 agents for Holidayme
- Managing call volume, supervising agents during calls & chats, handling escalations
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Organizing & conducting training as per requirement
- Analyzing data for process improvement. Tracking daily, weekly & monthly performance for real time visibility and action. Presenting weekly dashboard to the management.
- Developed performance metrics and dashboard interfaces to keep track of internal benchmarking and progress against goals. Coaching and feedback for optimum utilization of the team
- Regular quality auditing to identify in-scope & coach real-time. Managing C-Sat & NPS for better customer experience & repeat customer business
- Handling suppliers, negotiations, post booking services & customer service
- Hiring new agents
Sales Supervisor
Motif India Private limited
Ahmedabad
02.2012 - 05.2017
- 1st Dec’15 – 19th May’17 : Supervisor, Sales
- Handled team of 40 travel experts.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Analyzing areas of improvement – Destination wise, Not Buying reasons/SWOT analysis
- Coordinate with other QAs and Supervisors to formulate processes and plans, to attain higher sale, quality and customer satisfaction.
- Budget planning with client.
- Preparing and presenting Monthly and Quarterly reviews in client meetings.
- Handling client and customer escalation.
- Instrumental in conducting training for: New joiners, Objection Handling, Soft Skills, Sales etiquette.
- Working on new projects in team mainly BQ management.
- 18th Aug’13 – 1st Dec’15 : Team Leader, Sales
- Effectively coached team members to reach weekly and monthly sales goals.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Trained team members in successful strategies to meet operational and sales targets.
- Developed sales strategies and established procedures for new employees.
- Sharing the learning with the team, motivating and guiding them to achieve higher quality scores and sales.
- Identification and analyzing the areas of improvement for the team.
- Conducting sessions and up training on effective personalization, modification, quality and other program related topics.
- Developing scanning sheet, call flow, reports, etc for effective team learning and development.
- 15th Sep’12 – 18th Aug’13 : Team Leader, Quality I worked as Quality team leader, Outbound Sales.
- The job role was to audit calls, E-mails and Chats and help MakeMyTrip deliver the quality and experience as per their expectation.
- Coaching and training agents on important aspects.
- Also conducted final certifications for trainees to check if they are capable to joining the floor.
- Worked on Conversion Project for 3 months and we have achieved 70% improvement and 3 agents were the top performer in 3 months.
- Query scanning to check quality of the conversation.
- Conducting session on quality metrics : NPS, Asat and Csat.
- Designing scan sheet & chat scripts.
- Taking orientation session of Quality parameters.
- Passing feedback and sharing areas of improvement to the agents.
- Live call barging.
- Running new projects to support operations to improve Quality and performance
- Work Experience at Motif: 20th Feb’12 – 15th Sep’12 : Travel Expert I worked for MakeMyTrip Sales for Outbound tours as Travel Expert.
- The job role was to understand customer’s need and design packages.
- It was target based and I had delivered good numbers and achieved my target month on month.
- I was appreciated for my work and had topped the team for 3 months
Education
BBA - Commerce
Monad University
03.2011 - 03.2014
Skills
Enthusiasticundefined
Additional Information
- Leadership Skills at Ahmedabad Management Association
- Decision Making at Ahmedabad Management Association
- Attended Management sessions at IIM Ahmedabad
- Completed courses on Leading projects, Six Sigma, Strategic Thinking & Team Mangement
Timeline
Growth & Retention Manager
Healthkart
01.2022 - Current
Assistant Manager
Holzoo Private limited
06.2017 - 12.2021
Sales Supervisor
Motif India Private limited
02.2012 - 05.2017
BBA - Commerce
Monad University
03.2011 - 03.2014
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