Namrata Bhatnagar

🔹Team Leadership & Development
Built and scaled high-performing Customer Success teams (CSMs & Sr. CSMs) at Haptik, driving retention, upsell, and customer advocacy.
Designed training frameworks, regular performance check-ins, and success playbooks to foster a culture of growth and accountability.

🔹 Strategic Customer Growth
Achieved 35–40% QoQ growth at Haptik by implementing data-led upsell for

🔹Defined success metrics, designed structured onboarding programs, and built scalable playbooks to ensure seamless customer journeys and measurable business impact.

🔹Recruited, coached, and mentored CSMs to build a high-performing team culture focused on retention, growth, and customer advocacy.

🔹Leveraged customer usage insights to drive product adoption, while identifying and executing upsell/

Led a 5-member team, achieving ARR of INR 3 Cr with 120% YoY growth

Managed a diverse portfolio of 6 National Account Chains & 750+ Retail Accounts in Mumbai

Enabled consistent revenue delivery through upselling & cross-selling of Ad-sales, SaaS products, and online ordering solutions

Built strong restaurant partnerships while mentoring account managers to drive adoption, retention, and long-te

• Provide category leadership for the portfolio(s) assigned, within the geographic region assigned.
• Develop deep buyer, market, and category level insights and partner with various teams, to drive the sustainable and profitable growth
• Drive planning & execution of category and subcategory level business plans for the month, quarter and year. Ensure the achievement of targets set, and an opti

Responsible for maintaining P&L and being the face of the company for any merchant interactions.
• Drive overall growth and P&L for the marketing execution department by closely tracking the key metrics like monthly recurring revenue, penetration, usage & churn.
• Brand growth and marketing of the merchants. Relationship building, generating revenue for both, the merchants and Limetray.
• Coordina

Handling an array of clients in the region.
● Marketing and brand building of the clientele, which includes utility of an array of products from LimeTray in growing businesses online as well as offline.
● Increasing website sales, handling marketing and sales for them.
● Making marketing proposals and planning out the campaigns and its strategies to increase traffic on the website.
● Giving data a

Supervise 40+ properties in my cluster.
• Work closely with the team to achieve the weekly targets.
• Identify issues and improve processes which help in optimising cost and time involved
• Maintain property level sales and costs summary.
• Reviewed entire inventory lists on a daily basis to keep track of inventory flow and add more inventory in the cluster on a regular basis.
• Comparing product

• Responsible for the Customer Experience of Mumbai region business of the organisation
• Improved the Customer Experience over a period of 6 months which in turn drove repeat customers
• Decreased shiftings while coordinating with PAN India City teams and Central production team
• Created and automated daily/weekly/monthly CX & Ops Dashboards/Reports which helped in real time monitoring of on-gro

• Develop area business plans by preparing weekly, monthly and annual sales
targets, monitoring the achievements periodically to assess the performance of the outlets.
• Action plans developed to address the cause of sales not meeting expected targets.
• Supervise the performance of the Cafe’ Managers in the region and provide them with directions and advice on matters pertaining to improving t