Venkatesh S

• Customer Support Program Management: Led cross-functional efforts to enhance CS experience, driving CPT down from 0.28% to 0.11% in 2024. Spearheaded SOP and blurb revamps, strengthened CS agent enablement, and resolved high-impact escalations across internal teams, social channels, and NPS detractors.
• Customer Retention & Engagement: Launched a data-driven reactivation campaign and optimized reward coupon placements, reactivating 232K dormant customers by Dec’24—driving engagement and rebuilding customer trust.
• Amazon Pay ICICI Credit Card – User Growth: Drove monthly user growth by leading ICICI partnership to scale card usage beyond Amazon.in, enabling 550+ off-Amazon campaigns in 2024 and boosting everyday customer engagement and card visibility.
• Operational Efficiency – Amazon Pay ICICI Credit Card: Led process streamlining for off-Amazon campaigns and alternate sourcing, ensuring timely invoicing and full reconciliations with ICICI and VISA—driving execution excellence and cross-stakeholder accountability.
• KYC Completion & Target Base Expansion – Pre-approved & Upgrade Customers: Drove end-to-end improvements in KYC completion (78% to 82%) and expanded the eligible base by 540K customers in 2024 through close collaboration with ICICI—accelerating card issuance and program growth.

• SPOC for Footwear & Apparel Category – Sports Brands: Managed end-to-end operational tasks, ensuring smooth execution of vendor relationships and processes.
• Order Management: Led the PI to PO process, securing approvals from planning teams, managing cost uploads, and releasing POs across multiple fulfillment centers (FCs) as per forecast availability.
• Stock Returns Management: Partnered with the supply chain team to reduce delays in RTV for unsellable stocks and resolved ISS tickets with FC teams.
• New Style Article Season Launch Management: Led the coordination for new style article launches, ensuring timely ASIN creation, PO releases, and stock inwarding to meet NSM launch timelines.
• CMBS PO Process: Acted as SPOC for the CMBS PO process, collaborating with Amazon CMBS teams to identify and resolve issues during new season article PO creation.

Retail and cost adjustments during price evaluations between Tesco and ASDA provide essential data for managing rate gaps and ensuring sustainable operations. This involves updating costs and selling prices for new and existing product lines, as well as launching new products. Market analysis guides updates to the Data warehouse for accurate pricing. Accurate stock management, collaboration with the buying team, proactive administrative support, and clear communication of distribution issues to enhance operational efficiency.