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Pradnya Yadav

@pradnyayadav

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CRM and e‑commerce leader driving retention, automation, and customer experience for retail and travel businesses.

India

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What I'm looking for

I seek a role where I can lead CRM and e-commerce initiatives, implement marketing automation and loyalty strategies, collaborate cross-functionally, and deliver measurable retention and revenue growth.

I am a strategic CRM and e-commerce professional with 8+ years of experience improving customer engagement, retention, and operational efficiency across luxury retail, travel, and lifestyle sectors.

I design and implement data-driven loyalty programs, marketing automation flows, and escalation frameworks using platforms such as Klaviyo, LimeChat, Zoho, Freshdesk and Shopify to boost conversions and lifetime value.

In recent consultancy and in-house roles I delivered measurable results: increased repeat purchases, higher email/SMS engagement, faster response times, improved CRM data accuracy, and better conversion rates through process optimization and targeted personalization.

I collaborate cross-functionally with product, logistics, and leadership teams to scale e-commerce operations, resolve high-priority escalations, and build customer-centric journeys that reduce costs and strengthen brand trust.

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Experience

Work history, roles, and key accomplishments

Business Consultant - CRM & E-commerce

Renu Oberoi Luxury Jewelry

Jan 2025 - May 2025 (4 months)

Advised on Shopify performance and implemented Klaviyo/LimeChat CRM strategies that increased repeat purchases 25% and improved conversion rates through data-driven customer journeys.

Shopify Klaviyo Loyalty Programs Marketing Automation Google Analytics Limechat

Assistant Manager - CRM & Digital Inside Sales

Museum of Solutions

Sep 2024 - Jan 2025 (4 months)

Managed CRM administration and lead-generation automation, improving CRM data accuracy 25% and increasing lead-to-sale conversion 18% while ensuring 100% on-time resolution of high-priority escalations.

CRM Administration Marketing Automation Escalation Management

Assistant Manager - Customer Service & E-Commerce

Reliance Gems & Jewels Ltd

Jul 2021 - Aug 2024 (3 years 1 month)

Led customer service and marketplace operations, improving ticket closure rate 28% and reducing response TAT 35% while resolving complex escalations and preventing fraud.

Customer Service Leadership E Commerce Operations Marketplace Management

Travel Operations Executive

Eastern Travels Pvt. Ltd

Apr 2019 - Nov 2020 (1 year 7 months)

Planned and executed corporate and leisure travel itineraries, negotiated supplier contracts, and delivered end-to-end operations for MICE and leisure clients.

Customer Experience Supplier Management

Freelance Travel Agent

Freelancer

Jul 2017 - Mar 2019 (1 year 8 months)

Managed end-to-end travel planning for domestic and international clients and led a 25-guest incentive tour to Thailand as tour manager.

Tour Management Client Relations Itinerary Design

Assistant Manager - Domestic Group Tours

Thomas Cook India Ltd

Apr 2015 - Jun 2017 (2 years 2 months)

Oversaw group tour operations across multiple destinations, maintained vendor relationships for peak-season availability, and received awards for operational excellence.

Vendor Management Customer Service

Junior Executive - Info Centre

Veena World

Dec 2013 - Jan 2015 (1 year 1 month)

Handled online travel enquiries, closed sales through tailored recommendations, and consistently achieved monthly sales targets while strengthening client relationships.

Sales Customer Support Relationship Building Upselling