Jia Koundal
Author | Writer | CXO & Transformation Leader | Digital Transformation | Omnichannel Marketing | Customer Experience (CX) | Retail & Partner Ecosystems | 30+ Years of Experience |
- Role
- Group Head at Panasonic India
- Location
- Gurugram, IN
- LinkedIn followers
- 500 followers
About Jia Koundal
With over 30 years of progressive leadership experience in consumer, retail, and digital…
Experience
Group Head
Jul 2009 — Present · IN
Leading enterprise-wide digital and operational transformation initiatives across retail, service, L&D, EBO Channel, digital transformations, and partner ecosystems, I implement omnichannel strategies, Crossfire, PRISM, and Sellout systems, and trade programs to optimize dealer engagement, workforce efficiency, and customer experience excellence across India.Driving measurable outcomes in the EBO channel, sales, retail presence, NPS, service TAT, and channel productivity, I deploy platform-based workflows, performance-linked promoter programs, and field digitization, enabling operational efficiency, cost optimization, scalable process improvement, and data-driven decision-making across multi-year retail, service, and digital transformation initiatives.Growth Path:Brand Store Profitability, Community Outreach Initiatives: 2019–2024DRM & Channel Programs: Scheme Live, Inventory Tracking: 2017–2024Mobile Business: Sellout, Visibility & Loyalty: 2014–2017Promoter Management & Sellout System Design: 2010–2024Head, Trade Marketing (BTL activations & training): 2009 to 2024Service Operations: 2024~Achievements:Spearheaded pan-India digitalization of field operations, improving service TAT adherence above 90% and driving 10% NPS improvement.Deployed PRISM retail governance platform and Sellout & Visibility Systems, strengthening dealer engagement and performance transparency.Implemented performance-linked promoter programs promoters), achieving 10–12% secondary sales growth and enhanced channel productivity.Optimized spare parts planning and logistics, reducing operational costs by 15% while ensuring high service reliability.Orchestrated leadership development and operational excellence programs, enhancing team agility and execution effectiveness.Led omnichannel marketing and trade programs, aligning retail, service, and partner ecosystems for a consistent customer experience.
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