CRM Lead & Operations Manager at The Multiple (via Straight Talk Consulting) (2024-03 – Present)
iGaming · B2C · Smartico, Optimove, Solitics, Brevo
- Owned end-to-end lifecycle CRM for 100K+ active players — onboarding, FTD activation, retention, reactivation, and churn prevention across Email, WhatsApp, and SMS.
- Built and managed behavioural segmentation to identify high-value players, emerging VIPs, and at-risk cohorts — enabling personalised campaigns at scale.
- Ran structured A/B tests across offers, messaging, timing, and segmentation — feeding results back into bonus strategy and campaign planning.
- Owned promotions and gamification implementation — loyalty programmes, bonus stores, and engagement widgets across Softswiss, Gr8 Tech, and Pragmatic Solutions back-office systems.
- Owned KPI reporting: FTD conversion, D7/D14/D30 retention, ARPU, LTV, and churn — translating data into clear next actions for the business.
- Partnered with Casino and Sportsbook product teams to convert game releases and platform features into player-facing campaigns.
- Managed campaign QA, scheduling, and launch execution across all active channels.
CRM Product Manager at Pragmatic Solutions (Techmojo Solutions) (2022-03 – 2024-02)
iGaming SaaS · B2B Platform · FastTrack Integration
- Owned the CRM product module within a multi-brand iGaming platform — managing the roadmap, writing epics and user stories, and driving delivery with engineering teams.
- Led the FastTrack CRM platform integration from the platform side — coordinating across engineering, QA, and operator CRM teams for a structured rollout.
- Translated operator lifecycle and retention requirements into sprint-ready technical specifications.
- Supported new brand launches end-to-end: CRM, Bonus, Payments, Affiliate, and Compliance modules.
CRM Implementation Lead at VAG Group (2015-03 – 2019-05)
Enterprise · Salesforce CRM
- Led Salesforce CRM rollout across the India market — planning, team onboarding, and adoption across regional sales teams.
- Aligned CRM workflows with go-to-market strategy to improve pipeline visibility and sales execution.
Software Engineer at Tech Mahindra Ltd. (2012-11 – 2015-02)
- Delivered product development projects for US-based clients — building foundations in structured delivery and technical documentation.
