Pranali Dongre

Customer Relationship Executive @Haldiram Foods International Ltd

Nagpur, IN

Managed end-to-end CRM operations to enhance customer engagement and retention across all Haldiram’s outlets and digital platforms. • Developed and executed CRM campaigns to promote new products, festive offers, and loyalty programs, resulting in a 25% increase in repeat purchases. • Collaborated with IT and marketing teams to implement CRM software and ensure seamless integration with POS systems across retail chains. • Handled customer feedback, resolved escalations, and maintained service quality standards to enhance the brand experience. • Tracked KPIs such as Customer Lifetime Value (CLV), Net Promoter Score (NPS), and campaign ROI to inform strategy and reporting. • Collect and maintain accurate data for all outlets for Google mapping purposes. • Coordinate with the Google team for verification, updates, and issue resolution. • Ensure all outlet information (name, address, photos, contact details, latitude & longitude etc.) is correctly listed. • Track the status of each outlet’s Google mapping progress. • Collaborate with internal teams to ensure consistency and accuracy across listings. • Maintain documentation and reporting for all mapping activities. • manage online reviews across multiple platforms using Famepilot software. The role involves monitoring customer feedback on Google, Swiggy, and Zomato, and ensuring timely responses to enhance our brand reputation. •Use Famepilot software to monitor and manage online reviews across Google, Swiggy, and Zomato. •Respond to customer reviews and escalate issues to the concerned teams. • Track and report review ratings and feedback trends. • Ensure consistency and accuracy of outlet listings and online presence. • Maintain detailed records of mapping progress and review management activities.

Indira Gandhi National Open University

Master's degree

Punjab School Education Board (PSEB)

A

Guru Nanak Dev University

Bachelor of Arts - BA