Robin S M

Lifted SLA compliance by 12% on McKinsey's B2B price optimisation platform by converting recurring ticket themes into roadmap items. Owned intake-to-resolution workflow for 400+ monthly tickets, ensuring P0 and P1 resolution within 12-24 hours.

Grew buyer-facing digital adoption 13% by launching Live Aldar, replacing 4 manual property workflows. Migrated amenity and class bookings to in-app across UAE, reaching 40K+ bookings and a 65% self-serve share.

Scaled Farmcare from 0 to 1M users in 6 months in India, building agronomic advisory, commodity pricing, and pest detection from scratch. Tied in-app advisory to Yara's fertiliser retail network across 3 countries, driving $14M in attributed sales in 2023.

Lifted digital adoption 22% in H2 2019 by rebuilding login, overview, and statement journeys for 3 Middle East banks. Ran usability testing with 40+ retail banking customers, cutting statement-download abandonment by 29%.

Grew mobile marketplace MAU 12% in 2 quarters by reworking search, product discovery, and listing quality. Used heatmap and session-replay analysis to fix 5 friction points, lifting listing-to-enquiry conversion from 2.8% to 3.7%.

Launched FarmRise from prototype to 2M+ users, validating product-market fit with 200 farmers. Held a 4.2 Play Store rating from 2016 to 2018 across 2M installs by running a monthly review-triage loop.

Redesigned 12 high-traffic pages across Raet's employee self-service workflow with 5 enterprise stakeholders, lifting satisfaction from 3.2 to 4.1 in 8 months.

Lifted support satisfaction from 3.3 to 3.9 by consolidating customer and order information into a single agent workspace, cutting average handling time 24%.

Built marketing spend forecasting models across 6 geographies at 97% accuracy, redirecting budget toward the 3 highest-yield regions.

Improved on-time web release delivery from 89% to 100% across Grocery, Wine, and Entertainment via a pre-launch QA checklist.

MBA in Marketing from MS Ramaiah Institute of Technology, Bangalore, completed in 2008.

Bachelor of Commerce from MG University, Kochi, completed in 2006.