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Ramamuni Suman Sharma

@ramamunisumansharma

I build profitable service operations, grow revenue, and improve customer experiences across retail and consumer businesses.

India

Message

I've built and scaled service businesses at Unispace by Aparna Enterprise and IKEA India, growing Unispace revenue from ₹50L to ₹1.5 Cr per month in 90 days and taking IKEA India's inaugural service business to P&L break-even within two years. I lead sales, service, customer experience, and operational transformation across large-format retail and home improvement.

Across IKEA, Onida, Samsung, and Godrej & Boyce, I've led P&L-accountable operations, developed high-performing teams, strengthened vendor and SLA governance, and used VoC, RCA, CAPA, SOPs, and automation to improve outcomes. My work includes a 22% YoY CSAT improvement, 30% service-output improvement, and operational leadership for teams of 175+.

Experience

Work history, roles, and key accomplishments

AGM – Services & Operations

Unispace by Aparna Enterprise Limited

Jan 2025 - Apr 2026 (1 year 3 months)

Scaled revenue from ₹50L to ₹1.5 Cr/month in 90 days, achieving 3X growth in quarterly run rate; built a ₹6 Cr sales pipeline in 6 months with ₹2 Cr added monthly. Improved sales conversion rate from 8% to 25% in 3 months through structured sales governance and partner onboarding frameworks.

P&L management Revenue Growth Sales Governance Partner Onboarding KPI Tracking Root Cause Analysis Change Management Digital Transformation

Services Manager – CX Operations

IKEA India Pvt. Ltd.

Feb 2017 - Jan 2025 (7 years 11 months)

Built IKEA India's Service Business from the ground up, developing operating models, SLA governance, and a 175+ member team; achieved P&L break-even within 2 years. Delivered 22% YoY improvement in CSAT through real-time VoC monitoring and data-driven experience design.

Service Operations P&L management SLA Team Leadership Customer Experience VOC分析 CSAT Process Automation Vendor Management Cost Optimization Talent Development

Zonal Service Manager

M.I.R.C. Electronics Pvt. Ltd. (Onida Group)

Jul 2016 - Nov 2016 (4 months)

Managed P&L-accountable service operations across Telangana and Andhra Pradesh for a multi-brand portfolio, operating the zone as a full profit center. Restructured service center network based on ROI analysis, improving geographic coverage and delivery efficiency.

P&L management Service Operations ROI Analysis Vendor Management Revenue Growth Key Account Management

Assistant Manager – Customer Satisfaction

Samsung India Electronics Ltd.

May 2013 - Nov 2014 (1 year 6 months)

Reduced escalation resolution timelines by 40% through structured resolution frameworks; managed high-impact escalations from social media and senior leadership channels across South India. Led a 20+ member Customer Grievance Support team as final escalation authority.

Customer Satisfaction Escalation Management CAPA VOC分析 Team Leadership Social Media Escalations

Manager – Service Operations

Godrej & Boyce Mfg. Co. Ltd.

Aug 2004 - Apr 2013 (8 years 8 months)

Improved CSI from 15% to 51% within 90 days in Hyderabad; managed 6,000+ service tickets/month with strict SLA adherence; delivered 23% service business growth over 2 years through disciplined P&L management. Authored the Standard Operating Manual for the national Service Function and led pan-India rollout.

Service Operations P&L management SLA Customer Satisfaction Process Improvement Training Channel Partner Development