Shivam Mehrotra
Director Operational Excellence @AVIV Group
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WORK HISTORY
Director Operational Excellence @AVIV Group
EDUCATION
Ramjas College, University of Delhi
B.COM(H), COMMERCE
Institute of Management Technology, Ghaziabad
PGDM, Marketing
SKILLS
ABOUT SHIVAM MEHROTRA
With over 10 years of experience in leading global e-commerce businesses and teams, I am passionate about scaling operations, improving customer experience, and enhancing profitability through data, technology, and people. As the Head of Commercial Excellence for Europe and Central Asia at OLX, I am responsible for defining the long-term vision and strategy for the commercial and sales function, enabling teams of over 400 sales individuals and leaders to provide a stellar experience to business customers, and improving profitability through data, technology, and people-led initiatives.I have successfully scaled the account management impact to business customers by 25 times using technology, thereby generating positive ROI, and created an industry-first \"Sales profitability\" mechanism to measure the uplift and ROI by the sales teams. I have also led high-value digital transformation projects for Europe, utilizing technology at scale to improve customer experience and cost efficiency, and implementing data science solutions around chatbots, voicebots, and customer self-help. I enjoy coaching and growing individuals and managers, and evangelizing a culture shift to improve product and services through customer feedback. I am a COPC certified implementation leader and experienced in leading global projects for implementation of CRMs like Salesforce and Zendesk. I have also acquired skills in direct sales, Lean Six Sigma, and German language.
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