Amit Goel
Head - Strategy Planning || Business Development || Customer Experience || Growth || P&L || Operations || Service Excellence || Supply Chain || Revenue || Audits || Ex Carrier M || Ex Samsung
- Role
- Head of Strategy Planning, Business Development & Audits at Reliance Retail
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Amit Goel
Strategic Business Leader with over 19 years of extensive experience in managing end-to-end business development solutions and achieving business growth objectives by investigating new business opportunities.Hands on Experience in Strategy, CRM development, Process Improvement, P&L management, Network Expansion, Product handing, KPI management, B2B Service Strategy & operations, Call Center operations, Warranty management, Service admin activities and Reverse logisticsPresently Heading Strategy Planning & Business Development in Reliance Digital -resQ
Experience
Head of Strategy Planning, Business Development & Audits
Aug 2022 — Present · Mumbai, IN
Customer Service & Revenue – Strategy & Execution- Budget planning, forecasting and P&L control for the Customer Service Division (Approx. Cr across B2C & B2B)- Spearhead the preparation of the Annual Operating Plan (AOP) on 3 pillars – “Customer Experience”, “Revenue” & “Profitability” and successful execution of same with the highest achievement in Top Line and EBITDA- Developed and maintained key performance indicators (KPIs) to assess the success of implemented strategies, ensuring alignment with overall business objectives- Conducting market research and competitive analysis on time-to-time basis to support decision-making- Directing a team of data scientists & data analysts to study customer feedbacks, SLA Performance, NPS ratings, C-SAT score, trends & opportunities for improvement- Business reviews and presentations to MD and CEO on monthly basis- Establish service standards & KPIs to measure the effectiveness of customer service operations & revenue generation- Reviewing the daily, weekly & monthly services SLAs, NPS score and other customer service parameters- Collaboration with the IT department to automate service requests, reports, dashboards, tracking & performance measuring tools resulting in reduction in manual task time and higher employee efficiency- Directing & managing Service Audits – Process/Transactional, Overall MIS- Leading the BRAC (Business Risk & Assurance Committee) for overseeing both financial and non-financial risks- Directing the monthly Service Partners compensation (fixed & per call)- Playing a pivotal role in Supply Chain Management (SCM) for spare forecasting, inventory balancing, MSL planning and reverse logistics.
Education
University of Jammu
B.E, Electrical, Electronics and Communications Engineering
2000 — 2004
Happy model School
class 12th, Science
1998 — 1999
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