Open to opportunities

Tushar Chanchani

@tusharchanchani

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CX Head | Retention, NPS & Scalable Operations | D2C, Ecommerce

India

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What I'm looking for

I am seeking a role that values customer-centric strategies and offers opportunities for leadership and growth.

I help consumer brands turn customer experience into retention and repeat revenue.

With 20+ years leading CX, sales, and operations across D2C, ecommerce, fitness, and health brands, I've built a career around fixing what others miss—post-purchase journeys, recovery workflows, team scale—and aligning CX outcomes with business growth.

Recent results I've delivered:

NPS +21 points (FITTR: 54 → 75)
CSAT +15% (Dr. Vaidya's)
Churn reduced by 10% across multiple roles (DishTV)
Return rates reduced by 20% (Snapdeal)
25% of COD orders to prepaid, improving cash flow (Dr. Vaidya's)
AHT reduced by 83% , increasing call capacity by 10% without new hires (FITTR)
99%+ resolution SLA maintained across scaled operations
Named #1 channel partner in India for quality by Southern Cross Telco (Australia)

I've led teams, managed P&L, and worked across geographies including UK and Australian clients—giving me a strong sense of what it takes to deliver at scale, in any market.

I'm currently based in Mumbai and open to remote, hybrid, or on-site roles.I'd welcome the opportunity to discuss how my experience aligns with your goals.

Experience

Work history, roles, and key accomplishments

Customer Experience Head

Dr.Vaidya`s (RPSG Group)

Sep 2023 - Sep 2023 (0 months)

Led a high-performing team to win the Annual Team Award for delivering exceptional customer experience and achieving 85% of sales targets. Transitioned 25% of COD orders to prepaid, improving cash flow and operational growth.

Customer Experience Team Leadership Sales Strategy Customer Insights Cross Functional Collaboration Cash Flow Management

Product Lead Growth Program

GrowthX

May 2023 - May 2023 (0 months)

Boosted delivery success rates to over 75%, enhancing customer trust and brand reliability. Designed training programs and implemented feedback systems, resulting in a 15% improvement in customer satisfaction.

Trust Customer Satisfaction Team Collaboration Sales Support Reliability Customer Insights

Head Customer Strategy

FITTR

Nov 2021 - Apr 2023 (1 year 5 months)

Partnered with sales teams to achieve a 15% uplift in cross-sell opportunities and a 12% increase in client retention rates. Launched targeted campaigns based on customer insights, driving a 25% boost in customer acquisition.

Cross Selling Campaign Management Customer Insights Customer Acquisition Strategy Development Performance Metrics Team Leadership

Senior Manager Outbound

DishTv India Limited

Apr 2010 - Nov 2015 (5 years 7 months)

Directed outbound sales campaigns across India, exceeding revenue targets by 120% and improving customer retention by 18%. Implemented CRM solutions, reducing customer churn by 10% and saving 19.47 man-hours daily.

Outbound Sales Revenue Targets Customer Retention CRM Team Management Process Optimization Vendor Management Resource Allocation

Senior Customer Service Manager

Snapdeal.com

Jul 2012 - Sep 2013 (1 year 2 months)

Delivered outstanding customer experience and sales results, enabling a 25% increase in order values by improving operational efficiency. Collaborated with sales teams to resolve customer pain points, leading to higher satisfaction scores.

Customer Service Customer Satisfaction Pain Point Resolution Team Leadership Performance Metrics Process Improvement Customer Retention

Education

Degrees, certifications, and relevant coursework

GrowthX

Growth Program, Business Development

2022 - 2023

Participated in a Growth Program that enhanced delivery success rates and customer trust through innovative training programs and feedback systems.

Swami Vivekanand Institute

Bachelor of Business Administration, Business Administration

2001 - 2004

Completed a Bachelor's degree in Business Administration, leading a high-performing team to win the Annual Team Award for delivering exceptional customer experience and achieving 85% of sales targets.