Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Vipul Mehrotra

Delhi-NCR

Summary

Dynamic Customer Experience Head with 16 years of proven expertise in crafting and executing innovative strategies that enhance customer satisfaction and drive business growth.

Adept at leading cross-functional teams, leveraging data-driven insights, and implementing best practices to optimize the customer journey.

Demonstrated success in transforming customer service operations and fostering long-term client relationships to achieve strategic objectives.

Overview

18
18
years of professional experience

Work History

Head Customer Experience & Support

Hostbooks Limited
Delhi-Gurugram
05.2024 - Current
  • Develop and implement a comprehensive CRM strategy for the entire customer lifecycle, aligned with the organization's goals and objectives.
  • Strengthen data-led thinking and lead the development of customer intelligence frameworks for customer retention process charter.
  • Prepare dashboards that connect lagging indicators of market performance and leading indicators related to key drivers of customer experience.
  • Handle customer complaints, along with predictive analysis.
  • Follow client methodologies to deal with customer challenges and predict risk profiling, and quality checks.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Design customer journey with checks on every touch point.

Head - Customer Life Cycle Management

Marg ERP
Delhi
05.2022 - 05.2024
  • Complete ownership of the engagement, retention, and reactivation funnel.
  • Developed strategies to improve customer service and increase sales by 10% within 6 months.
  • Work on customer segmentation strategies.
  • Perform root cause analysis for complaints and preventive action for reduction in flow.
  • Use analytical and problem-solving skills to develop effective solutions.
  • Resolved customer complaints promptly and professionally in order to maintain good relationships with clients.

Customer Retention Manager

Mahindra Holidays & Resorts India Ltd - Delhi
Delhi
07.2013 - 05.2022
  • Accountable for overall customer success and revenue target through hardcore retention.
  • Drove retention and collection for the entire region, and scheduled collection activities to increase underwriting profits.
  • Achieved revenue-based targets through branch retention managers in all segments.
  • Cultivated relationships with existing customers through email campaigns, newsletters.
  • Identified opportunities for cross-selling, up-selling products or services based on customer needs, interests.
  • Facilitated communication between different departments within the organization regarding customer inquiries and issues.

Unit Sales Manager-Client Retention

ICICI Lombard GIC Ltd
Delhi
06.2011 - 07.2013
  • Supervised a team of 10+ sales representatives to drive revenue goals.
  • Mapped with team of RM's business sourced to the home loan and attaching insurance
  • Established key performance indicators for tracking progress towards established goals.
  • Assisted in developing budgets for various projects related to unit sales efforts.
  • Monitored individual performance metrics to ensure targets were met or exceeded consistently.

Manager

Bajaj Allianz General Insurance Ltd
Delhi
07.2007 - 06.2011
  • Developed a relationship with HDFC Bank for cross-selling insurance products.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.

Assistant Manager

Kotak Mahindra Prime Ltd
Ludhiana
08.2006 - 04.2007
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Developed new business partners.
  • Coordinated the nurturing relationship with DSAs and dealers' team.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.

Education

MBA - Marketing

Symbiosis College of Arts & Commerce
Pune
01.2009

B.Com -

Delhi University
Delhi
01.2005

Higher Secondary -

D.A.V Centenary Public School
Delhi
01.2001

Skills

  • Predictive analysis for churn Management
  • Supervision and leadership
  • Design Customer Experience Strategy
  • Policy and procedure adherence (SOP)
  • Analytic skills for giving Insights
  • Data Management

Timeline

Head Customer Experience & Support

Hostbooks Limited
05.2024 - Current

Head - Customer Life Cycle Management

Marg ERP
05.2022 - 05.2024

Customer Retention Manager

Mahindra Holidays & Resorts India Ltd - Delhi
07.2013 - 05.2022

Unit Sales Manager-Client Retention

ICICI Lombard GIC Ltd
06.2011 - 07.2013

Manager

Bajaj Allianz General Insurance Ltd
07.2007 - 06.2011

Assistant Manager

Kotak Mahindra Prime Ltd
08.2006 - 04.2007

MBA - Marketing

Symbiosis College of Arts & Commerce

B.Com -

Delhi University

Higher Secondary -

D.A.V Centenary Public School

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Vipul Mehrotra