Summary
Overview
Work History
Education
Skills
Timeline
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Sweta Choudhary

Sweta Choudhary

Gurgaon

Summary

Strategic business leader with 7+ years of cross-functional experience driving end-to-end omnichannel strategy and customer-centric digital transformation across Sales, Marketing, and Service domains. Proven expertise in managing full-cycle program execution—from strategy formulation and requirement gathering to implementation and adoption—while delivering measurable impact on customer experience, lead conversion, and operational KPIs. Adept at collaborating with senior leadership, IT, and global consulting firms to build unified customer journeys, deploy data-driven solutions, and lead change management in complex, matrixed organizations. Skilled in aligning cross-functional teams to achieve business outcomes within cost and operational guardrails.

Overview

8
8
years of professional experience

Work History

Customer Experience & Business Development

Royal Enfield
Gurgaon
12.2022 - Current
  • Owned and led the omnichannel customer experience strategy, aligning with business objectives across Sales, Marketing, Service, and IT; ensured consistent execution through structured governance and milestone-based rollout.
  • Collaborated with functional heads and IT to refine requirements into scalable digital solutions; ensured delivery of measurable business benefits such as improved lead conversion and service efficiency.
  • Defined end-to-end customer journeys across company-owned, partner-led, and digital channels, building a seamless experience across touchpoints.
  • Piloted service and sales process improvements in metro cities and scaled high-impact initiatives nationwide.
  • Championed master data management projects to unify customer and dealer records and improve visibility across systems.
  • Partnered with consultants and agencies to drive omnichannel rollout, manage marketing automation, and enhance digital asset development.
  • Led organization-wide change management to foster a 'Digital First' culture and increase adoption of new tools and processes.
  • Eicher Motors Ltd.
  • Increased lead capture and conversion rates through centralized lead qualification and digital engagement initiatives.
  • Rolled out integrated journey maps across retail formats, significantly enhancing customer engagement at each stage.
  • Contributed to the D2C pilot strategy enabling direct sales channels and improving internal customer experience.
  • Delivered KPIs for omnichannel adoption across Sales, Service, and Marketing within cost boundaries.

Channel Strategy

Hyundai Motor India Ltd.
Gurgaon
06.2017 - 11.2022
  • Developed and implemented omnichannel CX programs impacting over 1,000 dealerships and 25,000+ field personnel.
  • Built and rolled out customer-facing digital tools (e.g., kiosks, 3D configurators, showroom live), ensuring cohesive customer interaction across platforms.
  • Designed and deployed SOPs for digital lead management and enabled CRM integration to improve tracking and follow-up.
  • Managed performance improvement programs across the dealer network, aligning operations with corporate KPIs.
  • Worked with training and tech vendors to deploy a gamified AI-based LMS for field teams.
  • Collaborated cross-functionally and with external partners to scale initiatives from pilot to national level.
  • Recognized by the Managing Director for impact delivered through strategic innovation on the Millennial Board.
  • Played a key leadership role in initiatives focused on redefining brand experience and improving retention.
  • Enabled consistent service delivery through transformation of process and digital tools at the field level.

Education

MBA -

Balaji Institute of Management & HRD
Pune
04-2017

Skills

  • Omnichannel strategy
  • Customer journey mapping
  • Digital engagement
  • Sales process improvement
  • Change management
  • Digital transformation
  • Stakeholder collaboration
  • Marketing automation
  • Project planning

Timeline

Customer Experience & Business Development

Royal Enfield
12.2022 - Current

Channel Strategy

Hyundai Motor India Ltd.
06.2017 - 11.2022

MBA -

Balaji Institute of Management & HRD

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Sweta Choudhary