Yashi Jena
Customer Experience Leader
Mumbai
Summary
Seasoned customer experience strategist with over 15 years of expertise in multicultural industries, specializing in multi-stakeholder management and solution-centric methodologies. Excels at building and nurturing collaborative relationships within diverse teams, consistently driving impactful outcomes and enhancing customer satisfaction. Committed to cultural inclusivity, ensuring innovative, customer-focused strategies lead to business success. Proven track record of leveraging diverse perspectives to create strategic solutions that align with organizational goals and elevate the customer experience.
Overview
17
17
years of professional experience
Work History
Head - UKI OTCX Delivery
Maersk Global Service Centre
06.2025 - Current
- Lead a dynamic CX team of 80 colleagues, focused on building a highly engaged, diverse, and high-performing culture, aligned with Maersk’s Purpose and Values.
- Own end-to-end service delivery for the OTCX process across verticals, ensuring performance against customer scorecards, and managing capacity and contingency planning.
- Shape and execute a functional strategy, driving alignment with business objectives across clusters and regions.
- Champion customer-centric initiatives, including onboarding, channel management, and relationship building, to enhance satisfaction and optimize cost-to-serve.
- Foster a culture of empowerment and growth, enabling self-managed teams through coaching, mentoring, and capability development, with a strong focus on succession planning.
- Drive continuous improvement and innovation, NPS, collaborating on global projects to standardize, automate, and enhance CX processes for better business outcomes.
Head of 4 PL Customer Experience - Chemical
MAERSK INDIA PVT LTD
03.2021 - 06.2025
- Key Responsibilities:
- Spearheading a dynamic customer experience team, fostering leadership and excellence to align with corporate goals and achieve superior service benchmarks.
- Championed end-to-end (E2E) project management, conducting comprehensive supply chain analysis, eliciting customer insights, pinpointing obstacles, and crafting tailored strategies to enhance efficiency, cut expenses, and boost satisfaction across a global chemical logistics landscape
- Achivements :
- Elevated Net Promoter Score from 46% to 87% through strategic initiatives
- Designed and executed Project Mishti, facilitating the opening of the By Sea corridor from India to Bangladesh for a major automotive client, while also delivering significant value to other FMCG giants through innovative solutions and collaborative efforts.
Entrepreneur
HIGH ON DESIGN JUELS
03.2016 - 02.2021
- Key Responsibilities:
- Orchestrated the entire entrepreneurial venture, crafting a luxurious fashion jewelry brand from the ground up and scaling it to achieve global prominence over five years
- Led the conceptualization process, translating customer preferences into exquisite jewelry pieces that epitomized elegance and individuality, thereby fulfilling evolving market demands
- Achievements:
- Cultivated a loyal and devoted customer base through personalized interactions and a deep understanding of their tastes and aspirations, resulting in repeat business and enthusiastic referrals
Product Roaming Manager
VODAFONE INDIA LTD
02.2014 - 02.2016
- Passionately lead the development and execution of dynamic roaming programs, enhancing customer experience and driving revenue growth for both National and International subscribers, tailored to seasonal trends.
- Successfully launched the International Roaming Pack, catapulting to the top sales position in the Mumbai circle
- Recognized as the NPS Hero of the Year 2015 for outstanding contributions to customer satisfaction and loyalty.
Assistant Roaming Manager - B2B
LOOP MOBILE INDIA
01.2012 - 02.2014
- Managed partner alliances for 400+ global networks, overseeing agreement, SIM card, and testing coordination (IREG, TADIG), ensuring seamless operations and optimal service quality in international roaming, bolstering customer satisfaction and network performance
Business Development & Operations Manager
INDMOBILE VENTURES LTD
07.2010 - 12.2011
- Led comprehensive business development and operational strategies, propelling a startup to swift growth and enduring success in a challenging market.
- Cultivated key partnerships and streamlined processes to enhance brand positioning and performance.
- Honored with the Marketing Champion Award from The Futurist CMO for exceptional promotional achievements.
- Secured the Best Startup City Award in 2011 from Silicon India, recognizing outstanding innovation and market impact.
Business Development Executive
MATRIX CELLULAR INDIA PVT LTD
11.2008 - 06.2010
- Executed business development strategies to drive growth and expand market presence, resulting in increased revenue and successful partnerships for the organization
Education
MBA -
INDIAN INSTITUTE OF PLANNING AND MANAGEMENT
01.2009
Bachelor of Commerce -
UNIVERSITY OF MUMBAI
01.2007
Skills
- CUSTOMER RELATIONSHIP MANAGEMENT
- PROBLEM RESOLUTION
- COMMUNICATION SKILLS
- TEAMWORK AND COLLABORATION
- MANAGEMENT CONSULTING
COURSES
- DIPLOMA IN DIGITAL MARKETING -THE DIGITAL MARKETING INSTITUTE OF INDIA,MAY 2018
- SUPPLY CHAIN EXCELLENCE,RUTGERS UNIVERSITY, USA
Timeline
Head - UKI OTCX Delivery
Maersk Global Service Centre
06.2025 - Current
Head of 4 PL Customer Experience - Chemical
MAERSK INDIA PVT LTD
03.2021 - 06.2025
Entrepreneur
HIGH ON DESIGN JUELS
03.2016 - 02.2021
Product Roaming Manager
VODAFONE INDIA LTD
02.2014 - 02.2016
Assistant Roaming Manager - B2B
LOOP MOBILE INDIA
01.2012 - 02.2014
Business Development & Operations Manager
INDMOBILE VENTURES LTD
07.2010 - 12.2011
Business Development Executive
MATRIX CELLULAR INDIA PVT LTD
11.2008 - 06.2010
MBA -
INDIAN INSTITUTE OF PLANNING AND MANAGEMENT
Bachelor of Commerce -
UNIVERSITY OF MUMBAI
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