Aashray Thakkar
@aashraythakkar
Program manager driving customer experience, scaled success, and growth.
What I'm looking for
I am a program manager with experience delivering customer experience, scaled customer success, and digital transformation initiatives across SaaS and retail domains. I have led cross-functional teams, designed GTM strategies, and partnered with product and engineering to accelerate PLG and Gen AI adoption.
At Freshworks I devised a GTM strategy for 50K customers, helped reduce churn by 40% over two years, and developed churn prediction models, engagement playbooks, OKRs and reporting structures. In prior roles I managed P&L and operations for retail portfolios, led program-level initiatives to improve efficiency, and ran large production teams in manufacturing.
I bring a track record of measurable impact—churn reduction, portfolio growth, and operational ramp-ups—combined with strong program and stakeholder management skills to translate business requirements into actionable user flows and scalable solutions.
Experience
Work history, roles, and key accomplishments
Act as liaison between business and technical teams to translate requirements into actionable user flows and deliver consulting projects driving customer and employee experience, operational efficiency, and digital transformation including Gen AI adoption.
Devised GTM strategy for 50K customers (<$700 MRR) and reduced churn 40% over two years while establishing cross-team collaboration frameworks and accelerating PLG initiatives.
Scaled Customer Success
Appario Retail Pvt. Ltd
Jul 2021 - May 2022 (10 months)
Owned P&L, product portfolio and pricing for mid-sized brands (INR 1,200 Cr) on Amazon; led a team of 6 to build a funnel for next-generation brands and drove program initiatives to improve retail efficiency and growth.
Area Retail Manager
Aditya Birla Fashion & Retail
Jun 2019 - Jul 2021 (2 years 1 month)
Managed end-to-end store operations, sales and P&L for 22 stores in West India and led a 110-member team while launching regional brand initiatives and founding the Allen Solly B2B program.
Management Intern
Aditya Birla Fashion & Retail
Apr 2018 - Jun 2018 (2 months)
Conducted sales analysis and competitive benchmarking to recommend product and distribution strategies aimed at achieving a 250 Cr NSV target; received a pre-placement offer based on performance.
Senior Engineer
Adani Solar PV Ltd
Aug 2016 - May 2017 (9 months)
Led manpower and material planning and ramped a 300 MW production line, training and managing a 100-person team to meet manufacturing targets at India’s largest solar manufacturing plant.
Education
Degrees, certifications, and relevant coursework
Indian Institute of Foreign Trade
Master of Business Administration, Marketing (International Business)
Grade: 3.51/4.33
Completed Master of Business Administration with specialization in Marketing and International Business, graduating in 2019.
Maharaja Sayajirao University of Baroda
Bachelor of Engineering, Mechanical Engineering
Grade: 8.77/10
Completed Bachelor of Engineering in Mechanical Engineering, graduating in 2016.
Rosary High School, Baroda
XII (Gujarat Secondary Education Board), Science - Mathematics
Grade: 86.77%
Completed Higher Secondary education in Science - Mathematics with 86.77% in 2012.
Rosary High School, Baroda
X (Gujarat Secondary Education Board)
Grade: 92.92%
Completed Secondary education (Class X) with 92.92% in 2010.
Tech stack
Software and tools used professionally
Aashray hasn't added their tech stack
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