E-commerce operations leader with 11 years owning post-order operations, customer service, catalogue management, and hyperlocal fulfilment at scale. Managed a 1,000+ store omnichannel network at Nykaa — operationally equivalent to a distributed dark-store grid — with direct accountability for last-mile SLA, delivery TAT, and post-order NPS. Delivered 100% MoM GMV growth, CSAT improvement from 43% to 92%, ₹30+ Cr RTO/cancellation recovery, and 50% logistics cost reduction in Kult. Combines product roadmap ownership with deep execution across CS, catalogue, vendor ops, and fulfilment.
Kult E-commerce
Owned full P&L accountability across post-order ops, CS, catalogue, and analytics — functioning as COO for all operational verticals. Delivered 100% MoM GMV and order volume growth for three consecutive months by realigning demand forecasting, warehouse capacity, and last-mile execution. Reduced logistics and warehousing costs by 50%, improving P&L margins by ~3%, through 3PL renegotiation, warehouse slotting redesign, and fulfilment consolidation. Deployed automation-first CS and catalogue platforms — enabling scale without linear headcount growth and cutting CS FTE cost by 50%. Built company-wide BI dashboards and analytics infrastructure enabling data-driven decision making at CXO level.
Nykaa (Beauty & Fashion)
Scaled Nykaa Fashion's omnichannel fulfilment across 1,000+ stores from Day 0 — a distributed store-as-fulfilment-node model directly analogous to a dark store grid — now contributing 6% of total business. Managed end-to-end last-mile SLA, delivery TAT, and hyperlocal inventory accuracy across the full network — transferable to 10–30 min quick commerce fulfilment. Reduced RTO and cancellation leakage by 9%, recovering ₹20+ Cr annually through fulfilment SOPs, SLA enforcement, and real-time order intervention. Built and led a 200+ person team across vendor management and CS, owning hiring, performance, and SLA governance at scale. Designed Seller Portal modules and Seller Academy — reducing seller-driven complaints by 20% and delivering 25+ product features improving vendor efficiency. Awarded Employee of the Quarter for contributions across CS and vendor management.
Nykaa Fashion
Transformed CX at Nykaa fashion: CSAT from 43% to 92%, FRT cut by 90%, ART by 53%, missed calls eliminated — through product-led process redesigns. Scaled AI chatbot deflection from 47% to 78% via ML-driven intent modelling — reducing live-agent dependency and cutting FTE cost. Delivered 40+ product improvements targeting CSAT, ART, FRT, SLA adherence, and contact rate reduction across beauty and fashion. Reduced team loading rate from 111% to 12% through workforce management redesign and capacity planning. Launched Control Tower and fraud detection frameworks, improving visibility and reducing fraudulent escalations.
Nykaa Fashion
Owned catalogue ops and P&L for Nykaa Fashion's ₹200 Cr international border business — OTB buys, discount architecture, content quality, and brand performance. Scaled 5+ brands by 100% GMV in six months; onboarded 20+ international labels managing full catalogue integration and listing accuracy. Launched Foot Locker and 20+ brands end-to-end — tech integration, catalogue setup, and post-launch ops.
Nykaa
Managed post-order experience and roadmap for 12+ D2C fashion websites — owning product lifecycle from ideation to deployment. Reduced customer complaints on NYKD by 60% by redesigning post-order flows — delivery visibility, return initiation, and resolution TAT.
Paytm Mall
Led 300+ member CS team (in-house and outsourced), managing escalation frameworks, SLA governance, and quality across all touchpoints. Reduced contact rate by 25%, generating ₹1.86 Cr in savings and ₹1.5 Cr annual cost reduction through cross-functional process improvement.
EXL Service
Led Lean Six Sigma and digital transformation across 4 enterprise accounts — $200K+ business impact, $100K+ in RPA opportunities identified. Mentored cross-functional improvement projects delivering 25%+ productivity gains through automation deployment.
Larsen & Toubro
Managed 90-person site team; initiated inventory digitisation saving 200+ manhours per month.
Post Graduate Diploma in Management (PGDM)
Bachelor of Engineering – Electrical Engineering
Returns · RTO Reduction · Delivery SLA · Refund TAT · Last-Mile · Dark Store / Hyperlocal Ops
CSAT / NPS · Escalation Management · Chatbot / AI Deflection · Contact Rate Reduction · SOP Design
Vendor Onboarding · Seller Portal · Performance Management · Dispute Resolution
3PL Management · Quick Commerce Setup · Warehouse Ops · Inventory Ops · Cost Optimisation
P&L Ownership · Budget Management · OTB Planning · Margin Improvement · GMV Growth
BI Dashboards · RPA · ML/AI Tools · Process Re-engineering · Data-driven Decision Making
Cross-functional Teams · People Management (300+) · OKR/KPI Frameworks · Stakeholder Management
3 consecutive months | Kult
+49 points | Nykaa
RTO reduction | Nykaa
~3% P&L margin lift | Kult
ML deflection | Nykaa
Omnichannel grid | Nykaa
Digital Transformation | EXL
Net GMV improvement | Nykaa
Cost saving at CS vertical | Nykaa
IIM Lucknow
IIM Lucknow
IIM Lucknow
IIM Lucknow
SGSITS Indore
SGSITS Indore