Pooja Das

Client Relationship Management and Customer Success professional with 6+ years of experience managing strategic accounts, customer relationships, stakeholder engagement, account growth, customer retention, and cross-functional project delivery across Healthcare, Education, Banking, Hospitality, Real Estate, Technology, and Service industries. Proven ability to build long-term client partnerships, improve customer satisfaction, drive account expansion, coordinate executive stakeholders, and deliver measurable business outcomes. Experienced in CRM management, customer lifecycle management, project execution, business development, and consultative client engagement.

Associate, Client Servicing - FFC

(2025-02)

Integrated Marketing Agency

• Oversee a diversified client portfolio, aligning stakeholder expectations and delivery metrics to drive account-level growth and long-term retention.
• Administer a multi-sector portfolio spanning Banking, Hospitality, Real Estate, and Consumer brands as primary accountability point between client stakeholders and internal delivery teams.
• Direct end-to-end client servicing — stakeholder briefings, approval workflows, SOW ownership, and monthly reporting — to ensure revenue outcomes and sustained partnership growth.
• Partnered with founders, business leaders, and senior stakeholders to translate commercial objectives into structured execution plans and measurable client outcomes.
• Maintained comprehensive CRM records, account health dashboards, and communication histories, enabling proactive customer engagement and informed business decisions.

Account Handler & Client Services Consultant - Brand Banger

(2024-10 - 2025-02)

Branding & Digital Agency

• Handled digital media, social, branding, and performance marketing accounts across 10+ concurrent clients, driving 35% client retention growth through proactive relationship management and consistent delivery excellence.
• Directed end-to-end project execution from client briefing through delivery and reporting; coordinated creative, content, media, and strategy teams across concurrent workstreams.
• Conducted monthly business reviews, strategic planning workshops, and performance evaluations that positioned the agency as a long-term growth partner to every client.
• Produced proposals, campaign roadmaps, and pitch decks for new business conversations; managed competitive research and stakeholder communications across all active accounts.
• Compiled account-level KPI dashboards and performance reports, providing clients clear visibility into progress and leadership an accurate picture of portfolio health.

SEO Strategist - Spendkey

(2023-11 - 2024-07)

B2B SaaS Technology

• Achieved 95%+ SLA adherence across five concurrent B2B SaaS engagements through disciplined project tracking, structured governance, and proactive stakeholder communication.
• Launched GTM strategies for new product releases in international markets, aligning messaging, targeting, and channel mix across product and sales teams.
• Presented monthly performance reviews and forward-looking recommendations to client leadership, translating complex data into executive narratives that anchored retention conversations.
• Executed full-funnel campaigns across LinkedIn, Google, Meta, and email; ran A/B tests, iterated on audience segmentation, and optimised conversion pathways using live data.
• Analyzed GA4, Looker Studio, and CRM dashboards to identify underperforming channels and reallocate budget toward higher-return opportunities, improving overall account efficiency.

Digital Marketing Associate - MIT School of Business

(2021-08 - 2023-01)

Higher Education

• Oversaw integrated campaigns across admissions, lead generation, and institutional branding, coordinating internal stakeholders and external agency partners for on-time, on-brief delivery.
• Developed content calendars, campaign strategies, and communication frameworks aligned to admissions cycles, working backward from enrollment targets to define the right message, channel, and timing.
• Designed campaign dashboards and leadership reports, transforming raw data into strategic narratives that informed budget allocation and channel investment decisions.
• Planned and executed institutional events including open houses, workshops, and student engagement programmes, managing complete logistics and post-event reporting.

Patient Care Officer - Jupiter Hospital

(2021-01 - 2021-05)

Healthcare

• Generated a 22% improvement in lead-to-conversion by coordinating patient acquisition campaigns and CRM-driven outreach, identifying friction points, and implementing targeted process and communication improvements.
• Mediated between patients, families, and hospital departments — medical, billing, and administrative — to ensure a seamless service experience during high-anxiety situations.
• Supervised ATL and BTL marketing timelines, creative approvals, vendor deliverables, and postcampaign analysis; maintained CRM records and cross-departmental coordination.
• Resolved patient concerns in real time, balancing empathy with process adherence and building early instincts for managing competing stakeholder expectations under pressure.

MBA - Marketing - MIT School of Business, Pune

BBA - Marketing - Savitribai Phule Pune University