Kaushal Anand

Customer Relationship Management Specialist @Royal Enfield

Gurugram, IN

Digital Marketing• Increased email open rates by 25% and click-through rates by 15% through targeted campaigns.• Collaborated with the content and marketing design teams to create compelling emails, achieving a record high click rate of 15%, also analyzing the performance of the mailer on a weekly and monthly CRM & Customer Experience• Working on Visual Merchandising and POS strategies, focusing on creating compelling displays, strategic product placement, technology to improve customer engagement, and drive sales for dealership, distribution, and online channel.• Worked on customer life cycle and target audience journey, and created segments for different customer groups and found out their buying pattern or trends.Operations & Process Improvements• Reduced order complaints by 30% with process enhancements through implementing checks for COD orders and balances to ensure accurate order processing.• Cut inventory costs by 15% through efficient order management by using a robust inventory management system to track stock levels and prevent stockouts.• Streamlined refunds and replacements, reducing processing time by 30% after the implementation of the warranty claims process online for the customer.• Upgraded logistics, lowering shipping errors by 25% and delivery time 3-4 days from 7 days after adding a new partner within the system.• Special Projects: Successfully managed Make It Yours (MIY) project for Helmet, T-shirt, and Riding Jacket categories and contributed 10% to the online business structure.Customer Feedback & NPS Monitoring• Working and tracking Net Promoter Score (NPS) metrics, resulting in a 20% increase in customer satisfaction from the walk-in at Dealerships and EBOs.Loyalty Progress• Designed and implemented a loyalty platform through Reelo, increasing customer engagement by 30% and retention.• Launched a tiered loyalty program, resulting in a 20% increase in customer spending and utilizing the royal points in the next purchase.

Kumaun University, Nainital

Bachelor of Business Administration - BBA

Central Board of Secondary Education

12th

Maharshi Dayanand University

Master of Business Administration - MBA