Ajay Polneni
Duty Manager @Lidl GB
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WORK HISTORY
Duty Manager @Lidl GB
London, GB
EDUCATION
Middlesex University
Master of Arts - MA
ABOUT AJAY POLNENI
Transition:Customer Success Leader with 9+ years of experience driving retention, account growth, and customer experience across Retail, fintech, and SaaS industries.I specialise in- Building customer-first strategies that reduce churn and improve CSAT/NPS- Designing onboarding & adoption journeys that accelerate value for clients- Leading high-performance teams and embedding operational excellence- Partnering with Sales & Product to align success initiatives with business goals.Work experience / highlights:Duty manager - Lidl GB (UK)| 2024 – Present- Boosted CSAT by 15% via workflow optimisation and training- Increased service resolution efficiency by 12%.Customer Success - FinancePeer (India)| 2020 – 2022 - Grew regional revenue by 12% and renewals by 18% YoY-Designed client onboarding journeys and improved NPS.Business Development / Customer Success Partner – Next Education (India)| 2017 – 2020- Achieved 80%+ renewal rate through proactiveengagement- Led onboarding & upsell strategies, boosting adoption andROI.Client Accounts– Edutor Technologies (India)| 2015 – 2016 -Deployed Ignitor SaaS app across 20+ institutions nation wide and 40% adoption increase-Negotiated renewals, improved client satisfaction.Passionate about helping organisations create lasting clientpartnerships, scale customer success functions, and deliver measurable outcomes.
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