Product Development:
·         Testing of new products including new devices. Coordinating with various vendors
·         Improving Existing Products. Introducing new features and products where necessary
·         Reaching out towards new technologies and products which might enhance the product portfolio
·         Involved in launching of various projects and technologies. Developing marketing plans and roadmap
·         Value Added Services (VAS) management and addition where necessary
·         Understanding consumer needs. Forming alliances with other VAS parties where necessary
·         Develop business cases to support new product development requirements
Product Management:
·         Strategic analysis of the Product Pricing in line with business requirements and competition for optimizing sales & profitability
·         Making innovative business proposals backed by strong data analysis & business forecasting
·         Analyzing all sorts of product data based on market intelligence and coming up with new ideas for customer retention, increasing customer base for the company & an ultimate increase in the company’s revenue.
·         Ensuring the implementation of brand strategy across all segments
·         Conducting loyalty & reward programs for consumers; which include Lucky Draw Schemes, Free minutes rewards and other free value added services
·         Ensuring brand equity by carrying out different BTL activities such as tele-marketing, road shows, promotions & display units etc.
·         Implementing up-selling, cross selling, awareness & miscellaneous campaigns through our out-bound contact center, auto-dialer & Mass-SMS services
·         Keeping track of competitors pricing, promotional offerings & their upcoming brand developments in the market so that brand’s market strategy can be adjusted accordingly if necessary
Churn Management:
·         Develop and manage the execution of road maps for Customer Retention & Churn Management
·         Translate data findings into commercially viable actions and strategies for reducing churn and improving retention rates
·         Proactive churn forecasting using analytical models and controlling churn based on the findings
·         Designing & executing BTL campaigns to reduce and control churn with close coordination with Segment teams to ensure customer value enhancement along the way
·         Keeping Churn strategy in line with overall company strategy and direction
·         Identify key training initiatives to enhance product knowledge, competitor knowledge, saves skills, and sales skills for save teams.
·         Work with marketing and product teams, sales channels to identify customer churn triggers and effectively create programs to remedy associated customer churn.
·         Working with various partners to identity customer attributes that prevent churn and create programs to facilitate adoption of programs that drive these behaviors.
·         Manage retention and loyalty strategies and best practices using a test and learn approach that secures customer value, drives improvement in customer experience as well as business value.
·         Partner with analytics team to refine and enhance promo roll-off strategies and performance
·         Work effectively with heads of marketing/segment team, operations, customer care, sales and others to skillfully navigate through the logistics of working with cross functional management teams.
·         Team building, training, strategy and alignment of outbound and inbound call handling teams w.r.t. churn & retention
·         Partner with analytics team to make available comprehensive dashboards
Reporting and Billing:
·         Involved in various data compilation and reporting
·         Pre and Post Campaign Analysis
·         Using various systems to gather data for use by higher management
·         Ensuring that billing is done as per the defined criteria
Marketing Plan, Communication Formulation and Coordination with Departments
·         Rolling out product communication across the board on different mediums; corporate website, internal stakeholders, press releases, social media, and others
·         Involved with image portraying of products and marketing activities
·         Briefing all relevant departments about new launches and packages
·         Coordinating with other departments and answering their queries
Business Processes & Implementation
·         Making business processes.
·         Implementing new campaigns and products in systems
·         Auditing old processes and introducing optimized processes over time
·         Involved in major policy decisions
Pricing & Innovation
·         Establishing & monitoring new innovative packages for the consumers
·         Looking after price of various packages and VAS
Addition of new packages

Reporting, Analysis, Monitoring & Performance Measurement:
·         Collection and analysis of data from various sources and converting the data into valuable information
·         Monitor industry statistics and keep ahead of competitors
·         Prepare report findings from data and translating complex findings into written text
·         Continuously seeking and providing timely information to the stakeholders
·         Daily, weekly and monthly reporting to the top management regarding various projects, performance etc.
·         Identifying system, process, and procedural opportunities to improve customer satisfaction results
·         Identifying issues and giving suitable solutions/options to the higher management
·         Sharing Critical data relating to customer queries and complaints
·         Monitoring the key performance indicators of Call Center at micro and macro level
·         Reporting the performance of Call Center and its employees at various levels
·         Monitoring & Improving various aspects of Contact Center and Back End Teams
·         Performance measurement of individual employees, teams, groups and over all Contact Center Performance as well
Workforce Management/Scheduling of Staff:
·         Scheduling & Managing all Contact Center Staff for 24/7 Operations while keeping in view various business requirements
·         Getting feedback from employees and implementing positive changes where required
·         Utilizing Verint Witness Impact 360 Workforce Management Solution, Avaya CMS and other vital tools
·         Maintaining details/database of call center employees. Guiding Various Teams where necessary
·         Management of leaves and maintaining outsource employees leave data
·         Being dynamic and flexible by making the best use of the manpower and resources
Coordination, Research & Data Collection
·         Coordinating between various departments to provide smooth operations
·         Gathering data from various teams and departments and converting into valuable information
·         Acting as a catalyst for various projects through strong independent coordination
·         Identifying the issues and areas to improve. Trend analysis
·         Researching new methodologies for implementation to get better performance
Process & System Improvement:
·         Leading redesign efforts. Identifying gaps and risks and participating in improvements
·         Introducing new processes and technology implementations where necessary
·         Solving problems through analysis of problem and evaluation of alternate solutions; using logic, mathematics or other problem-solving tools in data analysis or in generating solutions
·         Blending technical and non-technical perspective while identifying the business impact of outlined issues.
Forecasting:
·         Tracking and monitoring call levels and customer calling patterns; maintaining and comparing historical, forecasted and real-time data. Identifying and analyzing trends; accurately forecasting call volumes
·         Making recommendations regarding call volume, shrinkage, attendance and attrition
·         Preparing volume and staffing forecasts for future resource planning
Support:
·         Supporting the management to keep the Call Center working efficiently
·         Facilitate the rapid changes required due to the nature of the business
Campaign/New Promotions Monitoring & Reporting:
·         Monitoring the impact of various promotional/marketing campaigns
·         Giving in-depth review of customer feedback with respect to new Marketing campaigns
·         Customer response and reporting the overall effect to the top management
·         Identifying the issues and areas to improve. Trend analysis . Conducting surprise surveys to get extended feedback
Helpline 111, New Sale 789, Retailers 1344, Investigation & Resolution Department Management:
·         Proactively monitoring and reporting performance of various helplines & departments
·         Identifying the issues faced with all the procedures involved at each stage of the process
Getting customer feedback where necessary & spot checks. Managing and improving operations

Multifunctional experience in sales, marketing and commercial functions. Enhanced organizations’ sales effort by building application know how, thinking strategically and leveraging integrated approach to marketing and sales solution Gained extensive exposure in the areas of: Brand building, Management of dealers and distribution Channel Relationship Management, Team Building and Management. Taking appropriate decisions in challenging situations. Responsible for working directly with the Manager Marketing to achieve the following key responsibilities:
 
Responsibilities:
Survey & Analysis/Market Research
·         Forecasting & monitoring sales. Research and analysis
·         Surveying the Market for Competition, Price, Issues and other related matters
·         Ensure timely delivery of the research reports
·         Sampling of various other brands and quality check for quality/quantity/packaging comparison of competitors
·         To submit regular reports about the achieved tasks in the marketing domain supported by the relevant statistics and comments
Direct & Credit Sales:
·         I handled Direct/Institutional sales on many major government/non-government major projects along with Credit lines. Keeping a strong follow up to get feedback on regular basis
·         Correspondence with the institutions for speedy recovery of money
·         Tracking sales orders and maintaining ledgers for giving speedy information to the institutions
Pricing, Incentives & Promotion
·         Designing marketing campaigns. Responsible for daily price setting in my assigned area and freight charges/changes
·         Responsible for giving incentive to the dealers. Involved in advertising and promotional activities
Dealer & Transporter Management:
·         Assigning transporters. Monitor cement dispatches and transporters. Coordinating with transporters
·         Dealership management and assignment of new dealerships on area basis
Customer Support Inquiries:
·         Providing support to customers by answering to their questions. Catering to customer’s complaints
·         Correspondence with potential customers regarding their inquiries via fax, email, letter etc.
·         Interdepartmental coordination with departments like Finance etc for providing technical/financial information
Market Share, Distribution Channel & Dealership:
·         Expanding market share. Assigning dealers for specific areas
·         Finding potential areas to expand. Offering product to new projects
·         Finding best distribution channels for various areas like sole dealership, shared dealership, direct company bookings
Record Keeping:
·         Maintaining a record of all correspondence and keeping all the physical record in an order (filing)
Making & keeping daily/weekly & monthly sales record & informing the management daily