Program Manager – Operations at Evolve Brands Pvt. Ltd. (2025-01 – Present)
Managing end-to-end operations for loyalty programs of Royal Enfield and Rushil Decor Ltd., ensuring seamless program execution and client satisfaction.
- Managed operations for loyalty programs with 10,000+ active members.
- Serving as the primary point of contact for clients, leading regular review meetings, requirement and timely resolution of escalations.
- Leading and mentoring cross-functional teams, including calling operations and data management teams, to ensure SLA adherence and operational excellence.
- Coordinating with finance teams for invoice processing, billing, payment reconciliation, and maintaining accurate financial records for client accounts.
- Monitoring program performance through MIS reports, operational dashboards, and KPIs, while identifying opportunities for process improvement and automation.
- Planning and executing customer engagement campaigns, promotional offers, and loyalty initiatives to improve participant engagement and program performance.
- Managing day-to-day operational escalations from clients, field teams, and channel partners, ensuring timely issue resolution and high customer satisfaction.
- Preparing business presentations, performance reports.
Senior Team Lead – Operations at Awign Pvt. Ltd. (2024-01 – 2025-01)
- Managed JK Paper and TECNO loyalty programs.
- Handled KPIs, vendors, rewards and client relationships.
Assistant Program Manager at Channelplay Pvt. Ltd. (2022-01 – 2024-01)
- Managed TECNO Pioneer Club.
- Executed campaigns and handled loyalty operations.
Senior Executive – HR at Spectrum Talent Management (2020-01 – 2022-01)
- Handled onboarding and HR documentation.
Technical Support Representative at Irvine InfoCom (2018-01 – 2019-01)
- US technical support and sales achievements.
Customer Care Executive → Assistant Team Leader at NCPL (2015-01 – 2017-01)
- Customer support and team handling.
