Samson Varghese

Experience

1. Senior Customer Experience Manager

   Zolo

   Mar 2019 — Present · Pune, IN

   Operations:• Managed 45+ properties with customers, always achieving 90%+ occupancy and above 50 NPS.• Improved contribution margin by 12% year on year and maintained a steady state during the COVID period.• Implemented cost optimization initiatives across different cost heads to reduce expenses.• Responsible for planning, budgeting, and delegation of work to the team and reviewing performance weekly.• Conducted market analysis and designed market entry strategies into new areas of Pune to reduce demand-supply gaps and increase the bottom line.• Coordinated with the growth/acquisition team to finalize targeted properties based on market assessments.• Analysed and suggested parameters driving demand, such as pricing, target customer, and paying capacity.• • Rate negotiation with service providers to create benchmarking.Sales and Marketing:• Designed and implemented BTL (Below The Line) and ATL (Above The Line) marketing activities across handled properties and areas.• Instrumental in occupancy growth month-on-month by implementing action plans, managing churn, and introducing new initiatives for customer connect and weekly reviews.• Standardized sales training and lead funnel management to improve field conversions.• Strategized and optimized pricing and discounts to maximize occupancy of the portfolio, especially the newly live inventory.• Introduced new products in line with customer expectations and market requirements, exploring business alliances with various industry stakeholders along with vendor onboarding.• Conducted market analysis and suggested parameters driving the demand, such as pricing, target customer, and paying capacity.Customer Experience:• Designed various optimized metrics: NPS,#Tickets, TATs, RCA framework, SOPs, review mechanisms.• Responsible for hiring, developing, and conducting training programs for the team across all properties in Pune.

Education

• Birla Institute of Technology, Mesra

  BBA, Marketing and HR

  2002 — 2006

• Kendriya Vidyalaya

  HSC, Science

  2001 — 2002

• Maharashtra Institute of Technology

  PGDBM, Marketing & HR

  2007 — 2009

Skills

• Team Building
• Management
• Business Planning
• Operations Management
• Strategy
• Business Strategy
• Product Marketing
• Market Planning
• Crm
• Customer Satisfaction
• New Business Development
• Relationship Management
• Negotiation
• Marketing Management
• Market Analysis
• Sales
• Account Management
• Marketing Research
• Sourcing
• Leadership
• Competitive Analysis
• Product Management
• Sales Management
• Business Analysis
• Talent Acquisition
• Brand Management
• Marketing Strategy
• Team Management
• Marketing
• Marketing Communications
• Business Development
• Direct Sales
• Key Account Management
• Lead Generation
• Sales Operations
• Market Research