Manish Kumar Prajapati
Customer Relations Manager @Decathlon
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WORK HISTORY
Customer Relations Manager @Decathlon
Gurugram, IN
Results-driven Customer Satisfaction Manager with strong expertise in delivering exceptional end-to-end in-store customer experiences across all touchpoints, including welcome desk, checkout, after-sales, and digital interactions. Proven ability to drive store performance by improving NPS, conversion rates, GMV, and customer lifetime value through a “Customer First” mindset and data-driven decision-making- Experienced in leveraging CRM and CX tools (Salesforce, Exotel, Medallia), analyzing customer feedback (POS, social listening, GMB reviews), and implementing actionable improvements to enhance satisfaction and reduce dissatisfaction. Skilled in optimizing checkout operations, promoting self-checkout adoption, and ensuring efficient cash management to improve speed and accuracy.Strong leader with a passion for developing high-performing teams through structured training (WOW CX, CRM, digital, circular business), coaching, and talent development. Actively contributes to sustainable business growth by driving circular economy initiatives such as buy-back programs, second-life products, repair services, and e-billing adoption- Recognized for fostering a collaborative, service-oriented culture, anticipating human capital needs, and aligning team performance with commercial strategy to position the store as the most loved sports brand in its catchment.
EDUCATION
Yoga alliance USA
500 E-RYT, Experienced Yoga Teacher
Sivananda Yoga Vedanta Ashrams Rishikesh
2 months residential course, Philosophy and Religious Studies
National cadet core
Certificate , National cadet core
Yoga vidya school Rishikesh
Training, Yoga Teacher Training/Yoga Therapy
Uttarakhand Sanskrit University
Master's degree, Yogic Science
Alliance Francaise de Lyon
French A1 level certificate, French Language
Hemwati Nandan Bahuguna Garhwal University
Bachelor's degree in science , Mathematics
ABOUT MANISH KUMAR PRAJAPATI
Dedicated wellness professional with over 12+ years of experience as a Yoga Teacher, Wellness Trainer, complemented by a recent role as Customer Satisfaction Manager at Decathlon Sports India. Passionate about holistic health, guest satisfaction, and delivering high-quality experiences tailored to individual needs.I take pride in providing attentive, personalized care to ensure each guest\'s well-being, comfort, and happiness. Known for my friendly, approachable nature and strong interpersonal skills, I consistently create welcoming environments while respecting privacy and maintaining the highest professional standards.At Decathlon Sports India, I led customer satisfaction initiatives, handled feedback and issue resolution, and collaborated with teams to improve service delivery and client engagement. I thrive in dynamic environments, am highly autonomous, and bring strong problem-solving abilities, initiative, and team spirit to every role.
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