Open to opportunities

Rajiv Narang

@rajivnarang

Spa and guest experience leader across Sterling Holidays and luxury hospitality, who grew the spa portfolio to 24 properties.

India

Message

At Sterling Holidays, I led guest experience design across a multi-property resort portfolio and directed spa and recreation operations. I curated more than 500 signature destination and resort experiences and expanded the spa footprint from 11 to 24 properties.

I grew the spa and recreation vertical’s revenue from ₹5.93 Cr to ₹10 Cr and improved its operating margin from a ₹25L loss to a ₹2 Cr profit. I also developed standards and SOPs that supported consistent service while allowing local expression.

At Consoul, I advised global brands on customer experience and lifecycle engagement, including CRM and retention strategies. For iWantTFC, I designed cross-channel engagement blueprints that drove a 30% increase in paid subscriptions and 2x campaign ROI; I now manage promotion and incentive programs for Pampers at MSE Technologies.

Experience

Work history, roles, and key accomplishments

Current

Campaign Manager – Global Team

Current

MSE Technologies

Aug 2025 - Present (1 year 2 months)

Part of the global customer experience team managing Pampers (P&G) loyalty program for key markets. Lead planning and execution of promotion and incentive programs, collaborate with regional stakeholders, and deliver insight-led recommendations.

Customer Experience Loyalty Program Management Campaign Planning Stakeholder Management Data Analysis Digital Engagement Process Optimization

Consultant – Customer Success & Engagement

Consoul

Dec 2021 - Aug 2025 (3 years 8 months)

Built, managed, and scaled high-touch client relationships, serving as the primary advisor for strategic accounts. Spearheaded CRM and retention strategies, including CDP setup, segmentation, omnichannel journey design, and campaign deployment.

Customer Success CRM Strategy Retention Strategy CDP Segmentation Omni Channel Marketing Campaign Management Analytics Martech Project Management

Vice President – Guest Experiences, Spa & Recreation

Sterling Holidays

Sep 2015 - Jul 2020 (4 years 10 months)

Led end-to-end guest experience design across Sterling's multi-property resort portfolio, directing operations for Spa and recreation verticals. Curated 500+ signature experiences, expanded spa footprint from 11 to 24 properties, and grew vertical revenue from ₹5.93 Cr to ₹10 Cr.

Customer Experience Design Spa Operations Recreation Management Brand Standards SOP Development Budgeting P&L management Team Leadership Training Pre Opening

Sports & Recreation Operations Manager

Shangri-La Group

Mar 2012 - Jun 2015 (3 years 3 months)

Managed sports, wellness, and recreation operations across 12 outlets at The Aberdeen Marina Club. Led a team of 160+ employees, managed departmental P&L, and improved operational efficiencies and reduced costs.

Operations Management Team Leadership P&L management Budgeting Vendor Management Cost Control Service Excellence Safety Compliance

Assistant Spa Manager

Mandarin Oriental Hotel Group

Dec 2007 - Jul 2011 (3 years 7 months)

Managed operations of the 25,000 sq. ft award-winning Oriental Spa and led a team of 40 therapists, concierges, and attendants. Served as lead trainer for brand standards and external audits, and supported the Spa Director on financial performance.

Spa Operations Team Leadership Brand Standards Training Financial Management KPI Tracking Membership Sales

Head Receptionist

One&Only Reethi Rah, Maldives

Oct 2005 - Sep 2007 (1 year 11 months)

Managed the reception and back of house operations of the spa, leading a team of receptionists and spa attendants. Supported spa management in implementation of standards and created customized spa journeys for high-end clientele.

Spa Operations Reception Management Team Leadership Customer Service ISO Standards Implementation