Anjan Sengupta Email & Phone Number

Mumbai, Maharashtra, India

Strategies of India CS Business Plan and execution as per global guideline to drive revenue growth and business expansion for brands like Bosch, Siemens and Gaggenau.Lead a high performing team in the planning and implementation of customer service initiatives across multiple channels via physical and digitals medium across India resulting the brand awareness, customer satisfaction and customer acquisitions.Developed and maintained strategic partnership with internal team and external agencies to drive collaboration and service offerings.Pioneered innovative initiatives leveraging emerging technologies and trends to enhance customer experience, engagement to create better brand visibility and customer retention.Interaction and exchange of ideas and trends with regional and global team for continuous update and learning as per corporate strategy.Implemented robust business analytics and measurement framework to track and evaluate service delivery & business performance for continuous improvement to deliver profitable business growth.

Mumbai, Maharashtra, India

Experienced digital transformation leader with a proven track record of driving change and innovations. Adapted new technologies and data to reshape businesses at this digital age. Skilled in strategic planning, change management, and fostering a culture of adaptability. Demonstrated success in optimizing processes, enhancing customer experiences, and increasing operational efficiency. Committed to staying at the forefront of emerging technologies and trends to ensure sustainable growth and competitiveness. Passionate about building agile, customer-centric organizations that thrive in the rapidly evolving digital landscape.

Mumbai Area, India

As the Head of Customer Service at VIP Industries in India, I led the implementation of CRM and digital solutions to elevate the customer experience. I managed a dedicated team, optimized CRM systems, and introduced digital strategies, including trade support and social media engagement. Through these initiatives, we achieved higher customer satisfaction, increased loyalty, and strengthened brand reputation. My role was instrumental in shaping VIP Industries' customer service landscape, making it more efficient and customer-centric.

Mumbai Area, India

Developed global best practices and drove process reengineering with latest digital tools to deliver service business & excellence across India.Engaged in optimizing the CRM process India with global in terms of effectiveness , customer engagement, lead management, campaign management, cross & up sales etc.Improved service partners and consumer touch points through contact center, website, Mobile App etc.Managed customer relation for key accounts (Trade Partners, Modern Retail Chain, E-Commerce partners & B2B partners).Projects implemented in the area of Service Digital Transformation, Service Marketing & Business Development, Direct to Customer, IOT based pay and use model, Exchange sale, Sales via service channel etc. to improve customer relation and retention to support business growth.

Mumbai Area, India

BSH Bosch und Siemens Hausgeräte GmbH is the largest manufacturer of home appliances in Europe and one of the leading companies in the sector worldwide. Defined Service Strategy, Service Business plan, Operating process & module for successful implementation. Lead SAP CRM project implementation successfully across all India.Contributed towards preparing & executing the service business plan. Delivered service business profitability & aligned the operations as per business needs. Service support for different trade channel such as traditional retail, modern trade, key accounts & projects. Engaged in reviewing the scope for improvements and monitored the analysis of key service deliverables. Ensured effective implementation of key projects to improve customer service business. Implement of global processes and standard for India.

Pune Area, India

Faber India is the subsidiary of of Faber SPA, Italy, global leader in kitchen appliances like electric chimney, hobs, cooktops, cooking range, built in MWO, dishwasher etc. Franke kitchen system is a world leading provider of intelligent system for domestic kitchen.Developed service policy and strategy for India which can support the future growth of the company keeping service as a key strategic input. Lead and managed customer service team. Collaborated with other departments to address customer concerns, contributing to improved products and services. D Developed CRM software to manage customer interactions, track inquiries, and maintain accurate records. Providing value added services like cleaning contract, accessories & spares sales to customers improved customer satifaction & service business.

Mumbai

My role was Manager of Customer Service Process with a focus on CRM implementation at Godrej Appliances in India, I had driven significant improvements in customer service and relationship management. My responsibilities included designing and implementing CRM systems, optimizing service processes, and enhancing customer experiences. I had guided the teams to efficiently resolve customer issues, ensuring high levels of satisfaction and loyalty through data-driven insights and strategic planning, I had played a pivotal role in making Godrej Appliances a customer-centric brand. My work has set new standards for excellence and competitiveness in the Indian market.

Post-Graduate Diploma In Management, Services Excellence Management, 69%

B Tech, Electrical Engineering