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Suhair Zubair

@suhairzubair

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CX strategist at D2C and subscription brands who cut support resolution time by 35%.

India

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At The EleFant, I implemented Intercom chatbot automation and rebuilt support workflows, cutting resolution time by 35% while keeping CSAT above 4.5/5. I also built WebEngage customer journeys that increased renewal rates from 18% to 26%.

At Ariro Toys, I handled customer experience across channels and created a voice-of-customer process that helped address the top 15 customer pain points, lifting NPS by 11 points to 62. In my current freelance work, I ran retention campaigns for a Qatar grocery delivery brand that produced 35% incremental retention-led revenue.

Experience

Work history, roles, and key accomplishments

Current

CX and Retention Strategist

Current

Freelance

Nov 2025 - Present (11 months)

Ran marketing automation and retention campaigns for a wellness-focused grocery delivery brand in Qatar, producing 35% incremental retention-led revenue. Leading loyalty and retention work for a QSR brand across India, the Middle East and Africa.

Marketing Automation Retention campaigns Customer Behavior Analysis Analytics Training

CX Lead

Nap Chief

Jun 2025 - Sep 2025 (3 months)

Connected Zendesk, Chatbase, ClickPost and Parth AI to automate ticketing and customer queries, cutting ops team workload by 3 to 4 hours a day. Designed lifecycle journeys in MoEngage and Niti AI, lifting click-through rate by 18% and conversion rate by 12%.

Zendesk Chatbase Clickpost Parth AI Mo Engage Niti AI WhatsApp Email Web Push Notifications A B Testing CRM Process Support

AM, Growth and Relationship

The EleFant

Jun 2024 - Apr 2025 (10 months)

Implemented Intercom in-app chatbot automation and rebuilt support workflows, reducing resolution time by 35% and holding CSAT above 4.5/5. Built WebEngage journeys that raised renewal rate from 18% to 26% over 10 months.

Intercom Chatbot Automation Workflow Support WebEngage Customer Journey Renewal Rate Optimization Cross team coordination

Customer Delight Officer

Ariro Toys

May 2022 - Jun 2023 (1 year 1 month)

Sole owner of customer experience across channels, handling conversations end to end and mapping the journey to identify friction points. Built a voice-of-customer process that fixed top 15 pain points and lifted NPS by 11 points to 62.

Customer Experience Voice Of Customer NPS Improvement Journey Mapping Customer Support

Customer Support

Flo Mattress

Jan 2022 - Apr 2022 (3 months)

Handled a very high volume of customer conversations for an online mattress brand. Studied processes and systems to identify communication gaps affecting customer experience.

Customer Support High Volume Process Analysis Communication Skills

Manager

B2B Store

Sep 2017 - Dec 2021 (4 years 3 months)

Grew a loyal customer base by leading with value, with most customers returning or referred. Coached the sales team from selling to enabling, lifting engagement and revenue.

Customer Relationship Management Sales Coaching Team Leadership Revenue Growth