Nikhil Birari

About Nikhil Birari

I am a visionary leader with 17 years of proven success in Customer Service Operations, Customer Experience Management, and Strategic Leadership across Retail, Consumer Durables, and Electronics industries. As a Certified Retail Business Expert under the CEO’s Trailblazers Program, I have consistently delivered transformational results by designing and executing strategies that maximize revenue, reduce costs, and elevate customer satisfaction. My ability to implement technology-driven solutions such as CRM and FSM has revolutionized operations, strengthened loyalty, and set new benchmarks for efficiency. A Mechanical Engineer, I combine technical acumen with dynamic leadership to build high-performing teams and drive service excellence aligned with business goals. Currently leading Service Delivery Operations & Customer experience for Croma - Infiniti Retail Limited, I oversee 140 team members, including 10 Service Managers, 1 Training Manager, and 1 CSA, ensuring omnichannel success for all brands and products sold across 105+ stores.From building and managing Pan India Operations at Croma - Infiniti Retail Limited as a National Service Delivery Head for multi-brand, multi-product networks with 31 COCO Service Centres, 1200 vendors, and partnerships with 3 National Vendors, to directing operations for Häfele India Pvt Ltd, where I led 22 Service Managers and 83 Service Centres Pan-India catering to luxury and premium standalone and built-in appliances, I have consistently delivered impactful results. At Reliance Digital, I spearheaded operations for 16 ResQ Service Centres, supporting 450+ professionals across 48 stores and driving multi-brand customer service initiatives. My leadership philosophy centers on empowering teams, driving innovation, and creating measurable impact through collaboration and vision. Known for a positive and proactive approach, I excel at taking initiatives and leading teams in a result-driven direction. With expertise spanning customer-centric strategies, operational excellence, and team building, I thrive on delivering tangible results that exceed expectations.

Experience

1. Dgm - Service Delivery & Customer Experience

   Croma

   May 2024 — Present · Mumbai, IN

   Strategized, planned, and executed customer service operations for all brands and products to ensure best-in-class customer experience with consistency.• Ensured SOP adherence and operational hygiene across 105+ stores with oversight from 10 Cluster Service Managers, 1 Customer Service Associate, and 1 Training Manager.• Led a team of 140 professionals managing operations, logistics, technical expertise, and training to support seamless service delivery.• Maintained strong relationships and collaborated with cross-functional teams, Manufacturer Brands/OEM Service Teams to meet SLA targets and business goals.• Actively engaged with brands to facilitate smooth installation, repair, and preventive maintenance services, ensuring seamless execution.• Managed service support for VAS plans, coordinating with National Vendors like Assurant, Onsitego, Zopper, and MyMobiforce to enhance customer experience.• Developed customized dynamic dashboards in Salesforce CRM for teams at each store, driving efficiency, impact, and improved employee experience.

Education

• Symbiosis institute of Management Studies

  Master of Business Administration (MBA)

• University of Pune

  Bachelor of Engineering (BE)

  2004 — 2008

Skills

• Business Development
• Negotiation
• Customer Service
• Decision Making
• Process Design
• Customer Relations
• Team Leadership
• Sourcing
• Process Improvement
• Employee Training
• Analysis
• Internal Communications
• Vendor Management
• Team Building
• Management
• Revenue Growth Generation
• Corporate Communications
• Customer Satisfaction