Santhosh Kumar
Senior Client Servicing Manager @ BigCity Promotions
- Role
- Senior Client Servicing Manager at BigCity Promotions
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Santhosh Kumar
Client Services Manager with 11+ years of experience in Ecommerce & Loyalty Marketing, Program Management, and CRM-driven customer engagement. Strong expertise in loyalty program implementation, key account management, stakeholder management, and cross-functional team coordination. Proven success in driving user enrolments, KYC activation, digital adoption, and engagement growth for large-scale programs with a results-driven, data-led approach to client servicing and program execution.
Experience
Senior Client Servicing Manager
Mar 2024 — Present · Karnataka, IN
Major Duties & Responsibilities Act as the primary point of contact for key clients, managing end-to-end account servicing and relationships.Drive business growth by identifying upsell and cross-sell opportunities within existing accounts.Manage key accounts and ensure seamless coordination with internal teams (Creative, Technology, Operations, Finance, Fulfilment).Lead planning and execution of loyalty and engagement programs, ensuring timely delivery and quality outcomes.Oversee multiple projects simultaneously, ensuring alignment with client objectives and business goals.Prepare and present monthly program review decks, insights, and engagement strategies to clients.Handle client negotiations, scope discussions, invoicing, and payment tracking.Analyze program data to design and optimize engagement strategies for improved participation and retention.Ensure high levels of client satisfaction through proactive problem-solving and expectation management. Key Achievement: Mahindra eMpower Plus Loyalty ProgramSuccessfully managed and scaled the Mahindra eMpower Plus loyalty program, one of the flagship mechanic engagement initiatives.Played a key role in driving enrolments, digital adoption, and KYC completion across regions through structured activation plans.Led implementation of multiple engagement modules including Scan & Earn, Quiz-based engagement, referrals, tiers, and reward fulfillment.Coordinated cross-functional teams to ensure smooth program operations, timely launches, and platform stability.Delivered regular performance reviews and actionable insights to Mahindra stakeholders, contributing to sustained engagement and program growth.Strengthened client trust through consistent delivery, responsiveness, and continuous program optimization.
Education
Seshadripuram First Grade College (S.F.G.C), Bengaluru
Bachelor of Commerce - BCom, Business/Commerce, General
2011 — 2014
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