Pooja Das Email & Phone Number

Mississauga, Ontario, Canada

Mumbai, Maharashtra, India

• Managed end-to-end E-commerce operations and customer experience of a $130 M CAD (~800 Cr) Luxury portfolio for fashion, lifestyle, electronics, home, kitchen, and CPG categories.
• Trained and mentored internal and outsourced support agents to resolve customer contact tickets within 48hrs.
• Conducted monthly reviews with cross cross-functional team and shared insights from customer feedback and Salesforce analytics; identifying service gaps and business opportunities. Implemented staff retraining, policy.
• Leveraged tools like Salesforce, SQL Queries, Tableau Dashboards and Seller panel to analyze escalation cases, and expedite resolutions to salvage sales, building brand loyalty as a result repeat purchases increased by.
• Collaborated with cross-functional departments like merchandising, marketing, analytics, product and fulfillment team to deliver customer-centric projects, enhancing customer metrics—perfect order by 4%, perfect return.
• Provided after-hours support as per requirement, for critical social media and CEO-escalations, effectively coordinating with cross-functional teams to ensure resolution within 48 hours.

Mumbai, Maharashtra, India

• Handled a 50M $ (~300 Cr) category and achieved 45% year-on-year top-line growth, by strategically developing business plans for the apparel category resulting in 107% target achievement for the category.
• Took the initiative to manage an underperforming category by leading the onboarding of 20+ vendors in 45 days. Negotiated complex contracts driving 4% margin growth and 40% increase in product assortment.
• Analyzed business data using Excel, Tableau and SQL, conducted regular reviews with vendors - sharing insights and highlighting top-performing styles, non-performing styles, target achievement after prime sale events.
• Collaborated with cross-functional teams such as marketing, buying, operations, finance and technology to drive sales strategy, on-time stock delivery and vendor performances.
• Assisted finance team with annual budget planning and forecasting for the category and tracked week-on-week category sales against target to ensure 100% target achievement.

Mumbai Metropolitan Region

• Nykaa Fashion is a growing fashion and lifestyle ecommerce marketplace in India. Involved in leading and coaching a team of 22 members, overlooked analytics, and reported platform sales, and project management.
• Handled ecommerce operations of $100 M (600 Cr) portfolio of fashion brands including national and international brands like FabIndia, GAP, Vero Moda, Forever New, M&S, etc.
• Trained and mentored a team of 22 members, resulting in operational efficiency of 2%, reduced delivery time from 7 days to 5 days in 2020-2021
• Prepared monthly business reviews and presentations for the management team and board members, resulting in faster resolution from cross-functional teams
• Led and executed 5 strategic customer-centric projects in a year by collaborating with the product, customer service, supply chain, and finance teams that contributed to improved operational efficiency by 2%
• Improved CSAT score by 30% on Appstore and 40% on Playstore by reducing cancellations and returns, introducing replacements, developing efficient order allocation logic

Mumbai Area, India

• Managed 100+ vendors accounts contributing to 40% of the business, built strong relationships while managing and growing their account.
• Improved category margin by 5% by negotiating complex contracts and generating marketing income, through digital marketing and site visibility planning along side marketing team.
• Optimized P&L by reducing cancellations and returns, introducing replacements, developed efficient order allocation logic, revamped customer communication journey resulting in bottom line growth of 30%.
• Collaborated with marketing team to drive category growth and promotions resulting in 0.3% improvement in category conversion.
• Developed product assortment in partnership with the vendors by identifying category gaps and suggesting product trends through demand forecasting.

Mumbai Area, India

• Fynd is India's largest omnichannel and ecommerce platform for retail businesses. I joined Fynd as a business development associate responsible for onboarding and managing sales of key seller accounts. In 2015, Fynd.
• Acquired significant omnichannel solution market share by consistently engaging in outreach and cold calling activities in a highly ambiguous environment, successfully onboarded 60+ fashion retailers in 6 months.
• Accountable for creating and maintaining business presentations, and collaterals, coordinating webinars, writing blogs, and training Fynd’s fashion discovery and customer service AI bot “Fify”.
• Upskilled myself by learning SQL and creating automated real-time dashboards for clients and senior stakeholders, saving 5 weekly hours on data analysis resulting in faster strategic decisions.
• Ensured smooth adoption of “Fynd Store” (Fynd’s cloud-based, in-store app), by training store staff, implementing incentive programs, and providing troubleshooting support. Also, conducted usage analysis and reporting.

Noida Area, India

• Business owner for Footwear and Innerwear category growing category share by 5% and 15% respectively in one year.
• Owned P&L of the categories and surpassed target sales by 20% with an annual revenue of $2M.
• Led assortment strategy by optimizing inventory planning, pricing, discounting resulting in ~70% sell-through rate and 10% improvement in net profit.
• Created and executed a weekly Purchase Order and Delivery tracking process resulting in improved lead times by 30 days.

Noida Area, India

• Homeshop18 was an ecommerce and TV shopping company (the company shut down in 2015) where I assisted senior buyers in managing and growing the jewelry category.
• Assisted senior buyer with lead generation, documentation, vendor onboarding, handling product samples, data analytics, merchandising, marketing and sending minutes of the meeting, resulting in faster brand onboarding.

Master’S Degree, Retail Management, A- (Distinction)

Bachelor Of Design, Leather Design, 8.87/10 Cgpa

Activities and Societies: Dance and Sport Society• Honored with Best Academic Performance Award and Gold Medal • Actively participated in.

High School, Physics, Chemistry And Mathematics

Activities and Societies: Discipline in Charge at Summer Fields, Dance Society, Fine Arts Club