Samrat Kaushik

I bring over 12 years of experience in managing growth strategy, customer lifecycle and business product functions within e-commerce, retail and fintech industries. Throughout my career, I have successfully led comprehensive program execution, driving business transformation and operational efficiency through structured business planning and stakeholder collaboration. 

My journey began with designing B2B engagement programs, where I gained deep insights into customer needs in the physical retail space. I spearheaded expansion projects for over 10 cash-and-carry stores nationwide and launched the e-commerce platform ensuring a seamless transition into the digital ecosystem. With expertise in omnichannel strategy and B2B-to-B2C transitions, I successfully led the launch of Flipkart’s quick commerce business. This required end-to-end program management, including selection, pricing, assortment and availability across key categories. Additionally, I led the business product charter, working closely with stakeholders from the product and engineering teams to define features and roadmaps aimed at improving KPI metrics such as Search, Recommendations and GMV per view.

I also had the opportunity to function in a central collaborative role as Chief of Staff at Ola for its global cell technology business, where I drove strategic initiatives and global partner management. Currently, I lead Business Planning for Paytm, partnering with leadership to drive merchant growth, profitability and long-term financial planning. I am excited about opportunities where I can leverage my experience to drive large-scale initiatives, optimize processes and deliver measurable impact. 
 

Paytm 

General Manager (Director)- Growth Strategy                                                                       August 2023 – Present 

• Responsible for monthly GMV target of USD 750 Mn through active customer base of 0.6 Mn 
• Owner of KPI’s impacting business revenue; active rate, revenue per customer, market penetration, customer acquisition goal (CAG) 
• Product owner for customer journey roadmaps on the app, self-serve flow and chatbot; lead to increase in adoption by 12% and 30% improvement in customer query resolution with direct impact on net promoter score (NPS)
• Launched self-serve journey on business app (B2B) and consumer app (B2C) by working along with the stakeholders from product and engineering team (Customer acquisition increased by 15% with 40% lesser cost)
• Owner of Customer Relationship Management (CRM) KPI’s to ensure Month on Month growth for retention, churn, deactivation, NPS, transaction per customer, average transaction value
• Defined the policy and communication guidelines for omni channel customer experience across touchpoints including the curation of content, query resolution and process to capture feedback for service excellence 

OLA 

Associate Director - Chief of Staff (Strategy & Program Management)                                   April 2023 – July 2023

• Project manager for finance team for cell manufacturing plant with budget of USD 235 Million
• Drove global collaboration with suppliers in China, Korea and Germany to ensure deliver in accordance with project timelines 
• Designed & implemented framework to streamline cross-functional program execution (Product, technology, R&D, finance) 
• Evaluated and onboarded partners from global ecosystem for procurement of technology for manufacturing
• Conducted executive-level business performance reviews, identifying key improvement areas and driving decision-making 
• Defined and executed the brand vision, mission, and strategic positioning to strengthen consumer engagement 
• Orchestrated "Ola Electric Sankalp 2024," a high-profile summit featuring global industry leaders and government dignitaries 

Flipkart India Pvt. Ltd. (Walmart Inc.) 

Senior Manager II, Head- Quick Commerce (B2C)                                                             July 2018 – April 2023 

• Led end-to-end business launch for Quick Commerce (hyperlocal and marketplace), scaling multi-category monthly GMV of USD 13 Million
• Defined growth strategy for grocery, mobiles and electronics verticals by actively tracking market share, demand forecast, assortment selection 
• Built dashboards to track key user metrics like engagement across customer segments, user behaviour, repeat purchase, basket value based on transaction data, category affluence, demographic and brand inclination 
• Define price benchmarking across categories to drive key revenue metrics orders per user (OPU), average revenue per user (ARPU), lines per bill, average bill value 
• Collaborate with cross-functional teams, including marketing, logistics, and operations, to ensure effective execution of demand plans. Provide input and support for new product launches, promotions, and supply chain initiatives and improve operational efficiency 
• Improvised design improvement in home pages and category positioning with A/B testing to create the optimal layout for product discovery (increased share of traffic from 1.8% to 2.3% on home page) 
• Collaborated with CX team to improve bottleneck metrics like return to origin (RTO), returned via partner (RVP), cancellations and fraud by defining the governing policies for the same at customer cohort and category level 
• Business product SPOC to solve for integration and parallel visibility for dark store and marketplace with app-in-app experience and 1: Many store-front functionality 

Deputy General Manager, Ecommerce 

• Drove monthly sales planning for a base of 130K local shop customers by improving KPIs like GMV, Frequency, Lines per Bill and basket 
• Program manager for product solution & designing of beat management app to track daily OKR’s for 2000 sales employees through assisted sales 
• Lead the sales and operational planning (S&OP) process by collaborating with central demand and supply teams to deliver targeted fill rates and business objectives 
• Defined the sales strategy for market expansion to 700+ new sub-markets with identified potential for specific categories 
• Analyzed user behavior and customer insights to take data driven approaches to influence new user growth, conversion, retention, loyalty and service excellence 
• Streamlined processes to improve business KPIs i.e. Orders per day, average order value, cancellations, fill rates
• Business lead for digital transformation by launching merchant B2B app and internal merchant acquisition app 
• Collaborated with global team in Bentonville, USA to adapt and refine customer policies and regulation for Indian market 
• Defining the sales promotion calendar and vendor offerings i.e trade programs keeping in view the seasonality and customer traffic to reduce business revenue impact during the low potential period 

Metro Cash and Carry (Metro AG, Germany) 

Manager, Customer Life Cycle Management                                                                            May 2015 – June 2018 

• Project Manager for launching 7 new properties, drove customer acquisition & retention by acquiring over 90,000 customers across the country with 72% conversion and MoM engagement of ~48%
• Established process framework for market scoping and identifying right catchment and store potential based on population, spends & competition presence 
• Designed CRM communication strategies tailored for a base of 2 million customers across 7 languages; managed acquisition, retention, churn and expansion strategies 
• Designed aspirational loyalty program for our elite customers with membership rewards, curated benefits and communication plan

I have completed my masters in business administration with focus on marketing and international business from Symbiosis International University (2015)