As Head of Consumer Insights, I report directly to the CEO, shaping strategic decisions and collaborating with cross-functional leaders to drive growth, optimize processes, and enhance customer experience across diverse APAC markets.Key Contributions & Achievements:* Strategic Business Insights *: Provided actionable recommendations to category and business heads on catalog enhancement, assortment gaps, competition benchmarking, and category expansion, enabling data-driven decisions that align with market opportunities.* Customer-Centric Transformation *: Spearheaded studies on customer behavior, value propositions, and lifestyle analysis to integrate insights into organizational strategies during pivotal business transitions.* Enhancing Platform Experience *: Improved user journeys and product experiences by addressing customer expectation mismatches through pre- and post-shopping behavior analysis, resulting in optimized platform ratings and category growth.* Driving Process Optimization *: Collaborated with supply chain, logistics, and payment teams to align operational practices with customer expectations, achieving measurable improvements in delivery experiences and return/refund processes.* Innovative Research Leadership *: Conducted landmark studies on behavior segmentation, decision influencers, and triggers/barriers, integrating these insights into brand communication and customer engagement strategies.* Supporting Seller Growth *: Delivered in-depth insights into seller challenges and monetization opportunities, strengthening partner relationships and contributing to revenue generation.* Thought Leadership *: Featured as a speaker at IIEX APAC and Qual360 APAC, showcasing innovative approaches to consumer insights and digital commerce strategy.

Led the transformation of Snapdeal into a customer-obsessed organization by designing and implementing the foundational systems, processes, and culture required to embed consumer insights into strategic decision-making.Key Contributions & Achievements:* Built the ‘Insights Engine’ *: Designed and launched Snapdeal’s in house, on demand ‘Insights Engine,’ a scalable system that centralized customer feedback and integrated it into decision-making across Product, Business, and Engineering teams.* In-House Research Team *: Established and led a dedicated research team, scaling qualitative and survey research to amplify the voice of the customer across the organization.* Customer-Centric Culture *: Developed SOPs and processes that empowered employees to access live customer interactions, fostering a customer-first mindset at every level.* Strategic Partner to Leadership *: Brought forward-thinking customer and seller insights to leadership meetings, influencing strategic direction and aligning the organization with evolving market dynamics.* Consumer Storytelling *: Crafted compelling narratives that showcased the impact of value commerce on tech-savvy consumers, assets widely used in marketing campaigns targeting investors, media, government, and internal stakeholders.

• Business transformation communication at Snapdeal acquired companies as they transitioned into being part of a larger brand, Snapdeal. • Build and execute internal communications strategy that align the team to the parent company’s purpose and strategy.• Brought to life the social impact created by the business inspiring a sense of pride in internal and external stakeholders.• Provide strategic input and communications support to senior management and Business partners.• Use innovative channels of communication that connect on-ground team with Business goals and purpose.• Extend the values and culture of parent Brand Snapdeal to recent acquisitions. • New identity rollout across all Brand elements including the ground force.

- Managed change as Snapdeal transitioned from an operations company to a top 3 e-commerce startup.- Established processes and SOPs; trained and mentored teams across India, enhancing cross-team collaboration.- Recruited and onboarded over 100 team members across project, content, and production management roles.- Ensured a trusting and positive environment during major business pivots.- Conceptualized change campaigns, transforming Snapdeal from an Indian e-commerce startup to a global technology company.- Set up and led the Internal Communications function, supporting team growth from 200 to 8000+ members.- Defined and implemented an Internal Communications strategy, fostering a strong organizational culture.- Promoted transparency and information flow through structured interaction programs.- Delivered leadership messaging via Leader Connect events, Town Halls, Big Speaker series, webcasts, and videos.- Instilled a sense of pride and purpose, creating an inspired and motivated work environment.- Compiled business reports for the Board and other stakeholders.- Prepared corporate and investor presentations for global forums.- Served as corporate envoy to global business schools and universities, including Wharton, Stanford, Harvard, and ISB.

Headed the Services vertical handling key business accounts that included MasterCard, Citibank, Airtel, Idea, Vodafone, Visa, HDFC, ICICI, HSBC managing strategic alliances with Brands and co- branded partnerships for various promotional campaigns.

Spearheaded expansion of the company to northern India making headway for strategic business development and developing the new wing to a profit center.

• Collaborated with internationally acclaimed Professionals, Economists, Strategists and Management Gurus as key clientele with teams across multiple geographies, cultures and time zones• Ensured projects perform to high standards of excellence and perfection• Successfully accomplished publication of more than 85 books receiving personal acknowledgments in the books from various internationally renowned authors in more than 46 publications across Oxford, McGraw Hill, Cambridge University Press and many more. Evaluate and assess the manuscript to collaborate with freelancing editorial teams across the countries.