Open to opportunities

Naveen Jain

@naveenjain1

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Client services and CRM leader with 15+ years in account management, loyalty programs, and customer support.

India

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What I'm looking for

I’m seeking a role where I can apply my client servicing, account management, and CRM/loyalty expertise—using strong problem-solving and minimal-supervision ownership—to deliver measurable service outcomes, while exploring new ways to be resourceful, innovative, and flexible.

I’m a client servicing and CRM professional with 15+ years of experience across client servicing, account management, and customer service/support. I’m known for strong problem-solving skills and the ability to work effectively with minimal supervision, while keeping service delivery consistent and measurable.

In my recent roles as Manager - ClientServices (Evolve Brands Pvt. Ltd. and Elevatoz Loyalty Pvt Ltd.), I’ve owned key client relationships and led end-to-end loyalty/CRM execution. I manage KPIs and program outcomes by analyzing customer data, sharing performance reports, and delivering strategic recommendations that improve engagement and program effectiveness.

I’ve also led CRM operations as CRM Head, including managing Honda Motorcycle’s loyalty program (Honda Joy Club) and running CRM operations for a 15-member team. I ensured program KPIs like quality, SLA, and productivity, tracked agent performance, and coordinated with internal and external stakeholders to deliver updates, insights, and operational improvements.

Earlier, I managed customer support teams—handling inbound/outbound calls, WhatsApp, and live chat workflows—and drove revenue generation through in-house support performance. Across all roles, I focus on CRM & MIS reporting, SLA-driven execution, data integrity and security, timely billing and collections, and smooth vendor coordination to keep programs running on time.

Experience

Work history, roles, and key accomplishments

Manager - Client Services

Evolve Brands Pvt. Ltd.

Mar 2025 - Jul 2025 (4 months)

Managed key client accounts (GM Modular, Honeywell Dubai, Godrej) as primary point of contact, ensuring service delivery. Led loyalty/CRM program execution, analyzed customer data, and provided MIS and strategic recommendations to improve program effectiveness.

Client Servicing Account Management Loyalty Programs Strategic Recommendations Billing & Collections Team Coordination

Manager - Client Services

Elevatoz Loyalty Pvt Ltd

Nov 2023 - Feb 2025 (1 year 3 months)

Managed loyalty programs for Duroply, MAPL, and Stylam, defining objectives, KPIs, reward structures, and member journeys to drive engagement. Coordinated cross-functional teams for program execution and handled performance reporting, billing, and collections.

Loyalty Program Management KPI Management Cross functional Coordination CRM Operations performance reporting Billing & Collections

CRM Head

Colorgenics Marketing Services Ltd.

Apr 2022 - Oct 2023 (1 year 6 months)

Led Honda Motorcycle’s loyalty program (Honda Joy Club) and managed CRM operations for a 15-member team. Ensured SLA, productivity, and quality KPIs were met, delivered daily/monthly reports, and provided strategic recommendations based on data insights.

CRM Operations Loyalty Program Management Team Management Data Analysis Stakeholder Management Billing & Collections Performance Evaluation

Manager - Loyalty Platform Ops

NetCarrots Loyalty Services

Mar 2021 - Mar 2022 (1 year)

Managed backend operations of Vistara Airlines’ loyalty platform, including email process handling and welcome kit processing. Oversaw a customer support team of 15, tracked program performance using customer data, and supported billing/collections with accurate and secure data handling.

Backend Loyalty Operations Customer Support Management MS Excel Billing & Collections

Manager - Customer Support

Vanity Cube Mobile Spa & Salon

Jul 2016 - May 2020 (3 years 10 months)

Managed an in-house customer support team handling outbound/inbound calls, WhatsApp, tawk.to, and Facebook/Justdial support channels. Coordinated with internal and external IT teams for CRM issue resolution and ran SMS marketing and daily/weekly MIS reporting to drive revenue.

Customer Support Operations Team Management SMS Marketing Data Reporting Revenue Generation

Assistant Manager - Customer Relations

Online Recharge Services Pvt. Ltd.

Jun 2009 - Jul 2016 (7 years 1 month)

Led customer relations operations and managed a team of 10 to provide ongoing day-to-day support and guidance. Handled key client relationships (Dish TV, MTS, Videocon Mobile, Loop), managed communications/training materials, and supported MIS and competitor analysis for product and service improvement.

Customer Relations Team Leadership Client Relationship Management Competitor Analysis