Krishma Mehra

About Krishma Mehra

As a business leader with over 11+ years of experience in customer experience management, revenue and growth strategy, new product development, and analytics, I have successfully navigated the E-commerce, Consulting and NBFC industries. With proficiency in leading global teams, I have developed and delivered customer-centric solutions that drive exceptional experiences and financial results. I have been instrumental in building and scaling teams from ground up, addressing process gaps, crafting retention and growth strategies, developing competitive products, delivering analytical solutions, fixing revenue leakages, optimizing costs, reducing regulatory risks, and enhancing the overall customer experience. Throughout my career, I have worked on critical projects in high-pressure environments, consistently delivering results while maintaining the trust of leaders and keeping lean teams.Currently, I am working as Director at Milkbasket, a leading e-grocery platform trusted by over a million households, where I am focused on redefining the customer experience at every touchpoint. Prior to this, I worked with Deloitte in technology consulting and American Express in credit risk management. I also had an international stint in Dubai with Topnet Distribution, where I helped define post-COVID business expansion strategies for the company’s growth.Outside of work, my love for travel has imbibed a deep interest in exploring the world and diverse cultures around it. I am eager to apply my experience and skills to help organizations that are committed to making a meaningful impact on the world.

Experience

1. Director, Customer Experience (Reliance Retail)

   Milkbasket

   Jun 2022 — Present · Gurugram, IN

   As Director of Customer Experience at Milkbasket, India’s leading e-grocery platform, I work directly with CEO to enhance the end-to-end customer journey. I lead strategies that drive customer satisfaction, loyalty and long-term retention while improving operational efficiency.Responsibilities:1. Lead cross-functional teams to design and implement data-driven customer-centric strategies to improve last-mile delivery, inventory management, high-frequency customer interactions, legal abidance to regulations as well as operational risk and fraud management. Collaborate with marketing, supply-chain, technology, and product teams to ensure operational excellence and seamless app experience. Mentor the high-performing CX and ORM teams, fostering a customer-first culture and driving innovation with scalable solutions. Also, responsible to maintain healthy CSAT and NPS for the organization.4. Focusing on long term retention and reducing churn by designing customized user journeys, personalized recommendations and loyalty programs.Some of the achievements worth mentioning here would be a comprehensive transformation of the delivery and post-delivery customer journey, driving a remarkable 40% reduction in issues. Optimization of customer support processes by designing a high-performance in-house CIMS tool, on par with industry-leading solutions, which reduced ticket resolution time by 30% and eliminated external tool costs entirely. Complete overhaul of Mb support by developing an intuitive self-service portal with a comprehensive knowledge base, empowering customers to independently resolve 22% of their queries, which led to a 15% reduction in support ticket volume. Drove the digital transformation of the customer experience department, transitioning from manual processes to digital workflows, achieving a 35% boost in operational efficiency and 20% increase in CSAT.Tools Knowledge- CRM/CEM (Kapture, Freshdesk and Onedirect), Tableau, AI Chatbots, Jira

Education

• Indian Institute of Management Bangalore

  Master of Business Administration - MBA

  2015 — 2017

• National Institute of Technology, Kurukshetra, Haryana

  Bachelor’s Degree

  2007 — 2011