Karthikeyan Sankaranarayanan Email & Phone Number

Chennai, Tn, In

Chennai, Tamil Nadu, India

Worked on the “Customer experience” product that provides Flexible & Seamless checkout & post-purchase experience to 350K+ End-customers (MAU) of our Enterprise clients to Increase customer loyalty, revenue and cost optimisation.● Conceptualized & Enabled Omnichannel Delivery Options during checkouts & return initiation, to improve delivery flexibility to end-customers & parcel delivery cost reduction (30%) to clients.● Developed & implemented a 0-1 Self-Serve branded Return Initiation Portal for eCommerce Clients to reduce manual efforts and increase customer experience in the return journey. Enhanced the portal to support Merchant-wise branding and flexibility to roll out this portal to Multiple merchants to Increase Business growth and order volume. ● Doubled the client base through value-based GTM Strategy. Designed a client-facing dashboard to visualise end-customer usage & insights of Branded Tracking Page, increasing the product adoption and Revenue.● Improved Product stability and Performance by implementing Geo-Fencing capabilities, resulting in delivery cost reduction by 15% and improving on-time deliveries by 12%, thus retaining 3 customers and increasing the CLTV by 2.5x. ● Utilized data analytics tools to track product performance metrics, such as conversion rates, user engagement, and feature adoption, guiding data-driven decisions to improve product performance ● Conducted customer journey mapping to identify pain points, resulting in the creation of customer-centric product enhancement plans that reduced churn and led renewals with 140% NRR.

Pune, Maharashtra, India

Helped a Fresh produce client to design Operating model and Product MVP for their eCommerce venture

Owned Enhancement & Problem management product backlog and provided £300K annual savings through Automation, Enhancements and Product solution implementations.- Developed roadmaps by collaborating with stakeholders & prioritizing backlog based on Impact-urgency analysis. Guided team on solution development and ensured successful implementation

Chennai, Tamil Nadu

Led a team of 22 to deliver technical support services for Integration and Staging DB applications to a large UK-based omnichannel retail client to support their Fulfilment & Logistics, eCommerce & BIDW Operations.● Improved application stability through 87% incident inflow reduction, architecture changes and resource optimisation to maintain 99.9% uptime and handle peak data load.● Increased CSAT score from 6 to 10 through problem-solving, value creation & timely issue resolution. Maintained CSAT Score of 10 for 3 consecutive peak trade periods.● Worked on technical design and implementation of multiple strategic initiatives such as omnichannel programme, JDA Migration, Personalised customer loyalty programme, Cloud migration, International business expansion etc.

Pgpm, Information Management

Activities and Societies: Industry interaction coordinatorAICTE approved one year full-time MBA in Information management specialisation.

Bachelor Of Engineering (B.E.), Electronics And Communications Engineering, First Class With Distinction

Education record