I recently departed my role as Head of Product & Product Manager (E-commerce - IT) at The Body Shop India, where I spearheaded ambitious projects and delivered transformative results for this iconic global beauty brand. I was owning the entire e-commerce ecosystem: From projects and portfolio management to program and support operations, I oversaw every facet of The Body Shop India's digital storefront.My contributions included:A) Migrating legacy data and launching a cutting-edge… Show more I recently departed my role as Head of Product & Product Manager (E-commerce - IT) at The Body Shop India, where I spearheaded ambitious projects and delivered transformative results for this iconic global beauty brand. I was owning the entire e-commerce ecosystem: From projects and portfolio management to program and support operations, I oversaw every facet of The Body Shop India's digital storefront.My contributions included:A) Migrating legacy data and launching a cutting-edge headless e-commerce website.B) Introducing the brand's new Loyalty/Reward program – "Love Your Body Club".C) Launch of The Body Shop's iOS and Android apps.Leaving The Body Shop India was a bittersweet decision, but I'm eager to leverage my proven expertise in e-commerce to make a similar impact elsewhere. I'm a passionate leader with a deep understanding of customer needs and the technical know-how to translate them into thriving digital experiences.Project Highlights: Transforming e-commerce at The Body Shop India:• Personalization: Crafted "Create Your Own Gift" and "Single Click Gift Wrap" features for a seamless gifting experience.• Enhanced UI/UX: Implemented Badges & Icons on product pages and push notifications for increased engagement.• Operational Efficiency: Streamlined workflows with Offer Matrix, Notify Me (inventory management), and Guest Checkout.• Loyalty & Rewards: Launched "Refer & Earn" program and re-designed the Loyalty Wallet.• Omnichannel Experience: Enabled Buy Online Pickup in Store and hyper-local delivery for convenience.• Communication & Marketing: Utilized video/social commerce, online/offline consultations, and abandoned cart campaigns.• Payment Optimization: Integrated Razorpay wallet activation and order wallet arrangement features.• Seamless Returns: Simplified return & refund exchange process for online and offline orders.This diverse range of projects powered significant business growth and strengthened customer relationships. Show less

Product | Project Manager – Quest Retail Pvt. Ltd. (Brands: TheBodyShop.in & Kiehls.in) Gurgaon, since February 2022 to till date. Successfully launched headless e-commerce website with 15+ integration within 6 months by replacing the monolithic e-commerce architecture from the existing system. Customer engagement improved by 30% by launching new loyalty system in the existing business for Omni channel (e-com & stores).Project, Portfolio, Program & Support:1. Gather… Show more Product | Project Manager – Quest Retail Pvt. Ltd. (Brands: TheBodyShop.in & Kiehls.in) Gurgaon, since February 2022 to till date. Successfully launched headless e-commerce website with 15+ integration within 6 months by replacing the monolithic e-commerce architecture from the existing system. Customer engagement improved by 30% by launching new loyalty system in the existing business for Omni channel (e-com & stores).Project, Portfolio, Program & Support:1. Gather, define, document, scope and priorities business requirements with functional/ business champions.2. Create business case or challenge requestor with overall assessment of reason of change, impacts analysis, risk and overall benefits in line with change management policy.3. Follows agreed scope, standards, timelines with daily Scrum calls with teams and weekly/ Monthly MIS circulation.4. Responsible for the overall support services for all projects, modules and backend applications and specifically related to Digital / Product projects.5. Manage project tracker/ Incident management tools and technique for greater efficiency and transparency.6. Present project status dashboards, timelines documents for review meetings with management.7. Execute & manage the project lifecycle, UAT, GO live and post project implementation support.Operations:1. Monitor, govern and support the ecommerce ecosystem of Web and Native apps (in progress) for any operational challenges, issues, fixes with SLA adherence with team and third party.2. Performance Optimization and Improvement in page load time / API response time and other website metrics as per Google / and other network tools or as per industry standards.3. Explore new digital tools to enhance front end / backend systems with latest technology trends. Show less

Associate Product Manager || Sr. Product Analyst with Fareportal India Pvt. Ltd. Gurgaon from January 2015 to February 2022. Apply agile methodology to shorten cycle time and achieve target margins by gathering requirements & defining scopes.  Captured new customers & retained existing customers by optimizing business strategies and launching products to diversify offerings. Accomplished 85% process automation (post booking) within one financial year 2021; added RPA (Robotic… Show more Associate Product Manager || Sr. Product Analyst with Fareportal India Pvt. Ltd. Gurgaon from January 2015 to February 2022. Apply agile methodology to shorten cycle time and achieve target margins by gathering requirements & defining scopes.  Captured new customers & retained existing customers by optimizing business strategies and launching products to diversify offerings. Accomplished 85% process automation (post booking) within one financial year 2021; added RPA (Robotic Process Automation) & API based services in our existing processes.  Reduced process discrepancies 17% by accurately maintaining performance reporting data systems. Manage product backlog and supported Scrum framework for monthly sprint releases. Collaborate with sales, marketing and support teams to launch products on time and within budget. Develop product documentation to communicate and align key components of upcoming features and products to internal teams. Establish, initiate and optimize business development strategies based on company targets, product specifications, market data and budget factors. Show less

Worked as a Sr. Team Leader || Team Leader || SME || Research Analyst with Fareportal India Pvt. Ltd Gurgaon from September 2009 to December 2014. Checked figures, postings and documents for correct entry, mathematical accuracy and proper codes. Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions. Resolved problems, improved operations and provided exceptional service. Actively listened… Show more Worked as a Sr. Team Leader || Team Leader || SME || Research Analyst with Fareportal India Pvt. Ltd Gurgaon from September 2009 to December 2014. Checked figures, postings and documents for correct entry, mathematical accuracy and proper codes. Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions. Resolved problems, improved operations and provided exceptional service. Actively listened to customers' requests, confirming full understanding before addressing concerns. Prepared documents and correspondence such as damage claims, credit and billing inquiries and service complaints. Show less