Kalyani Seshadri

Customer experience leader with a proven track record of driving business growth through strategic insights and innovation. Spearheading CX at Tanishq, impacting 12K+ stakeholders and a 3Cr+ customer base with award-winning initiatives. Expert in customer retention, business excellence, and people leadership.

Recognized among the Top 100 CX Leaders, with multiple industry awards. Passionate about transforming customer journeys into competitive advantages, business excellence as a customer centric culture.

Work Experience Summary

Lead – Customer Experience, Tanishq (Titan Co. Ltd.) (Oct 2019 – Present)

• Leading customer-centric strategies for Tanishq, impacting 12K+ stakeholders and a diverse 3Cr+ customer base.
• Designed multi-stakeholder strategies using customer insights, achieving an NPS of 84 and 10-15% improvement in dissonance-driven business changes.
• Spearheaded customer loyalty initiatives, increasing repeat customer conversion by 20%.
• Standardized service quality across 500 stores, ensuring 80% adoption.
• Led transformation of customer campaigns, driving higher engagement and conversion rates.

Area Business Manager, Titan Eyeplus (June 2015 – Oct 2019)

• Managed Titan Eyeplus’ most profitable territory, overseeing ₹300-400Cr in annual business.
• Led a team of 250 employees across multiple cities, driving 105% market growth in 3 years.
• Drove highest profitability through strategic operations, customer retention, and market expansion.
• Led franchise expansion and network growth initiatives in Mumbai.

Business Technology Analyst, Deloitte USI (June 2010 – Aug 2012)

• Provided technology consulting for Fortune 500 FMCG clients like Heinz and Walmart.
• Led SAP operational system upgrades, process excellence, and vendor management.
• Developed data warehousing, HR policy, and people management systems.

Education Summary

• Post Graduate Diploma in Management (PGDM) – TA Pai Management Institute (2015)
• Bachelor of Engineering – VES Institute of Technology, Mumbai University (2010)