Sunpreet Singh Email & Phone Number

Boston, Ma, Us

Framingham, Ma, Us

Boston, Ma, Us

When I first joined Wayfair, the company was just starting to embark on its data analytics journey.6+ years later, Wayfair has become a leading global e-commerce company with 22M active customers, 20K Suppliers, 20M Products, $14B+ in sales, and 20K+ employees.- Brought in initially to build the business intelligence and analytics capabilities, I quickly grew the vision and secured the sponsorship necessary to scale the vision to all 26 business units including marketing, sales, category, promotions, supply chain, and more. - Drove analytics tech infrastructure and architecture optimization; transformed a nascent reporting function into a worldclass data engineering and advanced analytics function with a standard data architecture across the entire organization- Developed and applied data science, AI, ML, NLP capabilities across multiple areas of business. Most recently our teams ML & AI based routing application was identified as most innovative, saving $30M/year and is being patented by Wayfair.- Successful in evangelizing and embedding a progressive data-driven culture by helming change that made data the lifeblood of the organization, so that every department could run their own analytics via the build of a powerful center of enablement. Self-serve analytics is now adopted across 6000+ users with PBs of data, cutting-edge tools and a highly scalable platform.In 2021, I transitioned my focus to driving our post-order Customer Experience as Head of Service Strategy and Customer Happiness, where I leveraged our newly minted data and analytics capabilities to drive transformational change in CX enterprise wide. As a result of this work, Wayfair experienced an aggregate $140M in cost savings and a significant improvement in CX.

Boston, Ma, Us

In 2021 at the request of the COO, I transitioned my focus to driving our post-order Customer Experience as Head of Service Strategy and Customer Happiness, where I leveraged our newly minted data and analytics capabilities to usher in a culture of customer-centricity by introducing the customer happiness platform which combined explicit customer feedback data with 1200+ implicit data points to provide detailed insights to improve customer journeys. Leveraged extensive data combined with LLM, NLP, AI and ML capabilities, to listen intently to the customer and strategically make VOC the front and center for setting policies and processes. As a result of this work, Wayfair experienced an aggregate $140M in cost savings. Our new Proactive & Personalized approach to addressing customer issues and identifying "Silent Sufferers" using predictive ML models led to a significant improvement in CX driving 20 points improvement in NPS.

Phoenix, Az, Us

Cole Capital is an industry-leading, non-listed REIT sponsor creating innovative real estate products acquiring >$20Bn of net-lease real estate.Senior Vice President – Head of Capital Markets Strategy & Analytics: Led development of all aspects of Cole’s capital go-to-market strategy, including product management, channelization and orchestration of overall contact strategy across all touch points. I built and led a team to deliver immediateimpact—enabling the firm to successfully maneuver within a highly competitive market, resulting in significant sales growth a 25% boost in customer engagement.During this time, we also opened new markets and channels for the newly launched Daily NAV Product without cannibalizing existing high margin product and customer base—resulting in a 30% increase in capital raise for this existing product.IMPACT: Enabled Cole Capital to drive sustainable revenue growth, respond quickly to challenges in the volatile financial services market, and opened up new channels, by building and leveraging new capabilities, tools and insights.

Los Angeles, Ca, Us

Under my leadership, we were able to deliver game-changing value to the business—enabling Capital to gain 1% market share within the highly competitive High Net Worth market (a segment that represents 61% of U.S. wealth) and realize a significant increase in capital raise.• Reduced selling expenses by $40M by enhancing sales coverage and optimizing territories.• Increase market share of institutional business ($40B) by identifying untapped market opportunities.• Built retention model and loyalty programs to stem adviser churn and reduce redemptions by 2%• Increased market share by 1% by developing strategies to increase penetration in High Net Worth segment.Significant Accomplishments:Build the Business Intelligence and analytics capabilities to inform all aspects of Fund Distribution.Developed informed Sales Coverage and Go-To-Market Strategy leveraging internal and market dataEstablished a 5 year strategic road-map for retail, retirement and institutional lines of business.Defined technology Strategy and organizational alignment

Developed FedEx’ global strategies related to expansion of core business, introduction of new products. Identified opportunities by analyzing market trends, competitive landscape, and internal competencies.Managed a team of nine highly skilled managers and analysts with advanced degrees (Ph.D. & MBA)Significant accomplishments:Go To Market Strategy – Segmentation Strategy • Generated $350M in incremental revenue by identifying significant customer conversion and penetration opportunity• Increased FedEx market share by 1.46% as a result of the new Go-To-Market Strategy.• Created a multi tier heuristic segmentation scheme that leveraged internal and external intelligence to create meaningful, actionable and sustainable customer segments.• Developed sales deployment and coverage models to optimize channel mix and provide optimal customer experience• Implemented segmentation strategy across 4000 sales reps• Developed Call Cycle modelsInfrastructure Development• Selected by Senior VP & CEO to lead a strategic corporate initiative to integrate customer information for 2 main operating companies• Led a team of 30 individuals across 9 departments to design and implement solutions for cross company integration• Engaged with CEO and other executive management on a monthly basis• Project initially projected to cost $100M and over 2 years was completed under $10M in less than 9 monthsDeveloped Life Cycle Models and Leads Management System• Used innovative and creative methods, using control charts, to create customer life cycle models.• Developed web based sales leads system thisled to improvement in retention of business and savings of $100m.• Developed various statistical and quantitative models to support sales and marketing functions: Lifetime value Model, Look alike models, cross sell, retention and life cycle models• Used survival functions (LifeReg LifeTest) to build models to estimate program impact on customer’s lifespan.

Memphis, Tn, Us

Primary Responsibilities: Relationship marketing strategy using quantitative and qualitative analysis• Responsible for segment marketing efforts aimed at prospects and new customers, also identified target market for a new three day service and World Box product. These campaigns contributed $20mm in incremental revenues.• Provided recommendations, based on statistical analysis, for segment management/marketing efforts. • Build predictive models, using statistical techniques, to optimize customer behavior and identify high leverage revenue opportunities. The models offered a more than 170% lift over random selection. • Identified, evaluated and assimilated cutting edge technology in data warehousing and modeling to support analysis and decision making, target customers better and keep FedEx at forefront of analytical and quantitative capabilities.• Developed and enhanced marketing systems to implement “data agents” that help identify changes in customer behavior and trigger a series of reactions based on the changes. This reduced marketing response time by 6 weeks

Norwalk, Connecticut, Us

Worked with several groups within Xerox to define, document and map current sales coverage. Configured territories and set budgets for various channels based on the revenue potential of the geography. The new arrangement reduced SG&A by $2 Million and increased revenue by 30%.Analyzed and presented business cases to justify changes in marketing strategy. Based on the cases presented, these modifications were ratified by top management.Assisted in costing, designing and implementing The Sales Automation Tool to improve productivity and revenues.Redesigned existing information systems to eliminate bugs in the programs and to streamline database management, offering the management a true perspective on the existing facts. This led to a major shift in business emphasis.

Master Of Business Administration (Mba), Marketing And Finance

Bachelor Of Commerce, Business Administration And Management, General