Open to opportunities

Neha Gour

@nehagour

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Retention and business growth professional with 9+ years driving revenue, conversion, and customer loyalty.

India

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What I'm looking for

I’m looking for a role where I can lead CRM-led retention and partner-driven growth, use segmentation and A/B testing to improve conversions, and build high-performing teams to maximize revenue contribution and customer lifetime value.

I’m a sales and business growth professional with 9+ years of experience across B2B, B2C & C2B sales, business development, and retention. I’m known for driving revenue growth, improving conversions, and building long-term customer relationships through CRM-led, programmatic execution.

As Retention Program Manager – HV Cohort at Apna Mart, I designed and executed CRM-led retention journeys that increased revenue contribution from 25% to 32%. I scaled the high-value cohort from 15K to 34K within 6 months, and led milestone-based retention programs with vendor partners—optimizing program economics with <1% revenue burn while maintaining 93–98% offer redemption.

Earlier, I led retention & growth across 175 stores by executing CRM and retention campaigns, using customer segmentation, cohort analysis, and A/B testing. I monitored key retention metrics and built dashboards to enable data-driven growth decisions.

I bring strong cross-functional commercial leadership from roles at Cars24 Services Pvt Ltd, where I managed ₹5–6 Cr GMV procurement across multiple states and improved lead conversion from 3% to 6% while keeping cancellation at 4.5%. I’ve also strengthened partner and customer experience through consultative selling, customer feedback analysis, and continuous process improvement.

Experience

Work history, roles, and key accomplishments

Current

Assistant Manager – Retention & Growth

Current

Apna Mart

Jun 2024 - Present (2 years 1 month)

Executed CRM and retention campaigns across 175 stores to improve repeat purchases and customer engagement using segmentation, cohort analysis, and A/B testing. Monitored retention metrics and built dashboards to support data-driven growth decisions.

CRM Customer Retention Segmentation Cohort Analysis A B Testing Customer Engagement Dashboarding

Current

Retention Program Manager – HV Cohort

Current

Apna Mart

Jun 2024 - Present (2 years 1 month)

Designed and executed CRM-led retention journeys for high-value customers, increasing revenue contribution from 25% to 32% and scaling the cohort from 15K to 34K in 6 months. Managed milestone-based retention programs with vendor partners, optimizing program economics with <1% revenue burn and 93–98% offer redemption.

CRM Customer Retention Retention Management Vendor Partner Optimization Revenue Optimization Cohort Analysis Data Driven Growth

Retail Manager - C2B

Cars24 Services Pvt Ltd

Apr 2023 - Jun 2024 (1 year 2 months)

Managed ₹5–6 Cr GMV procurement across multiple states and led an 8-member team to meet procurement and revenue targets. Improved lead conversion from 3% to 6% while maintaining a 4.5% cancellation rate versus ~8% overall.

Procurement GMV Sales Team Leadership Lead Conversion Cancellation Rate Management Revenue Targets

Relationship Manager - B2B

Cars24 Services Pvt Ltd

Apr 2023 - Jun 2024 (1 year 2 months)

Onboarded dealer partners and closed 40 vehicles (~₹1 Cr GMV) within 2 months, managing relationships to drive repeat procurement. Improved margins from 1% to 3% through commercial negotiations and pricing optimisation and achieved 10% conversion with ~80% PAN-India VAS attach rate.

B2B Account Management Onboarding Dealer Partners Negotiation Pricing Optimization Margin Improvement Commercial Operations

Assistant Manager - Customer Experience

Pariksha

Jul 2020 - Mar 2023 (2 years 8 months)

Managed customer communication across digital channels and implemented a ticketing system to improve support efficiency. Improved UX metrics by 20% and reduced negative Play Store reviews by 30% through customer feedback analysis.

Customer Experience Ticketing Systems Customer Feedback Analysis Support Operations Reputation Management

Assistant Sales Manager

Pariksha

Jul 2020 - Mar 2023 (2 years 8 months)

Managed the complete sales cycle from counselling to conversion, owning sales for key exam categories contributing ~25–30% of business revenue. Built strong student relationships to drive repeat enrollments and referrals.

Sales Management Sales Strategy Counselling Led Conversion Revenue Generation

Business Development Manager

Pariksha

Jul 2020 - Mar 2023 (2 years 8 months)

Drove digital transformation by enabling coaching institutes to adopt a digital learning platform through consultative selling. Partnered with faculty to drive bulk student acquisition, and managed partner onboarding and long-term account relationships.

Business Development Consultative Selling Sales Strategy Stakeholder Management Onboarding

Guest Relations Executive

Barbeque Nation Hospitality Limited

Jul 2017 - Jun 2020 (2 years 11 months)

Built strong guest relationships to drive repeat visits. Collected and documented customer feedback to improve service quality across group brands.

Guest Relations Customer Relationship Management Service quality

Subject Matter Expert

Barbeque Nation Hospitality Limited

Jul 2017 - Jun 2020 (2 years 11 months)

Supported customer escalations and identified recurring service improvement opportunities. Guided the team to ensure consistency and accuracy in customer feedback evaluation.

Customer Escalation Management Service Improvement Team Support