Salman A

E-commerce and marketplace leader with 10+ years of experience across category management, marketplace operations, Supply Chain, and customer success. Owned end-to-end category P&L of $5.7M (INR 54 Cr) annualized GMV at GetSupp.com, delivering 4x revenue growth and expanding contribution margin from 25% to 35% across 250+ B2B and B2C brands. Built category and customer success functions from 0 to 1, scaled CSAT from 60% to 97%, and led cross-functional teams of up to 25.

Founder of Koorit.com, one of India’s earliest quick-commerce platforms. Prior experience with Flipkart, Meesho, Ninjacart, and Byju’s.

Senior Category Manager & Founding Member at GetSupp (2023-03 – 2026-06)

• Owned end-to-end category P&L of $5.7M (INR 54 Cr) annualized GMV, delivering 4x revenue growth through assortment expansion, pricing strategy, and demand planning.
• Built the category management function from 0 to 1 as a founding team member, establishing category strategy, vendor pipelines, buying processes, and performance reporting.
• Identified, onboarded, and scaled 250+ global and domestic brands across B2B and B2C channels, expanding platform assortment and category depth.
• Expanded contribution margin from 25% to 35% by restructuring commercial agreements, monetization levers, and pricing architecture across Dropship and Outright models.
• Reduced shipping cost by 27% by redesigning the fulfilment model across 2,000+ SKUs, improving working capital efficiency and inventory risk exposure.
• Grew average order value (AOV) from INR 400 to INR 1,800 (4.5x) through merchandising, bundling, and pricing strategy, increasing customer lifetime value (CLTV).
• Led purchase order (PO) planning, promotions, and inventory management; executed platform-wide sales events end-to-end across marketing, supply, and operations.

Manager – Customer Success at Magic Crate (acquired by Byju’s) (2020-09 – 2022-12)

• Led a 25-member team managing end-to-end customer operations, improving CSAT from 60% to 97% and reducing first response time (FRT) by 40%.
• Automated refund workflows using AI chatbots, reducing refund volume by 8–9% and increasing prepaid order conversion.
• Improved resolution turnaround time (TAT) by 35% while sustaining SLA adherence across all support channels.
• Increased customer retention to 43% through process redesign and experience improvements.
• Built standard operating procedures (SOPs) and defined performance metrics (FRT, ART, FCR, CSAT), using data insights to drive engagement and product improvements.

Manager – Customer Success at Wemore (Starmerx) (2019-08 – 2020-09)

• Led customer experience (CX) operations across India, Malaysia, and China, managing a team handling 6,000+ tickets daily across three markets.
• Built support teams from the ground up, defining KPIs, OKRs, SOPs, and performance management systems to establish scalable processes.
• Streamlined multi-channel support (email, WhatsApp, social media), improving SLA adherence and response consistency at high ticket volume.

Team Lead – B2B Supply Chain at Ninjacart (2019-03 – 2019-08)

• Managed a 20-member B2B operations team overseeing supply chain workflows for 500+ retailers.
• Reduced resolution turnaround time from 15 to 7 minutes (53% improvement) through process redesign.
• Established KPIs, led operational audits, and developed escalation-management SOPs, improving retailer satisfaction scores by 35%.

Founder at Koorit.com (2018-09 – 2019-03)

• Launched one of India’s earliest quick-commerce platforms for fresh produce, enabling on-demand delivery of perishables and premium fresh products.

Associate Team Lead – Social Media & Support Operations at Meesho (2017-06 – 2018-09)

• Led chat and email support operations, owning KPIs, training, quality, and workforce rostering.
• Built the escalation and social media teams; improved Play Store rating from 3.5 to 4.8 within 4 months.
• Managed Payments L2 support and optimized refund workflows through automation.
• Improved support efficiency through SLA tracking and root cause analysis (RCA).

Social Media Specialist at Flipkart (2014-04 – 2017-01)

• Managed CEO and official Flipkart social media accounts, driving brand engagement and customer interaction across multiple platforms while ensuring compliance and brand integrity.
• Collaborated with Legal and cross-functional teams to resolve L2/L3 escalations, optimizing delivery operations and post-sales coordination.

Bachelor of Business Management (BBM) in International Finance – Presidency College (2013)