Kishor Kumar
Customer Support Head | Expert in Vendor Management & Supply Chain Management| Telesales Expert | Driving Revenue Growth & Operational Excellence | 18+ Years in Quick/E-Commerce, Healthcare, Telecom & Retail
- Role
- Deputy General Manager at Shoppers Stop
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Kishor Kumar
As a passionate professional with over 16 years of experience in driving transformative…
Experience
Deputy General Manager
Jun 2024 — Present · Mumbai, IN
As the Head of Customer Support, I lead the division to enhance consumer experience across both eCommerce and offline channels. Mystrategic initiatives have resulted in significant improvements in customer satisfaction and loyalty metrics. By championing data-drivendecision-making and operational excellence, I ensure that our KPIs align seamlessly with our overarching business objectives. Notableachievements include raising our NPS from 79% to 88%, which has established a robust framework for fostering ongoing customerloyalty.Additionally, I have successfully driven dormant customer conversion rates to 19%, which significantly contributes to our monthly revenuestream. My implementation of strategic engagement initiatives has boosted response rates on direct-to-consumer platforms, leading toimproved site performance. Moreover, I facilitated a revenue surge of INR 26 CR within six months, optimizing our concierge EBITDAwhile managing variable costs effectively.
Education
Sikkim Manipal University - Distance Education
Bachelor's degree
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