Yashi Jena
@yashijena
I lead customer experience transformation, service delivery, and supply chain operations across global logistics organizations.
IndiaWhat I'm looking for
At A.P. Moller – Maersk, I lead Ocean Customer Experience for UKI, improving response times by 25% and reducing costs by 20% through customer-focused operational transformation.
I've led teams of up to 80 colleagues across logistics, supply chain, telecommunications, and customer operations, raising NPS from 46% to 87% and building stronger customer loyalty, service delivery, and capability.
Experience
Work history, roles, and key accomplishments
Lead customer experience initiatives across the UKI organization, driving customer satisfaction, service delivery excellence, and customer-centric transformation. Implemented innovative solutions that reduced response time by 25% and improved operational responsiveness.
Led a customer experience team of 80 colleagues, building an engaged, diverse, and high-performing culture aligned with Maersk Purpose and Values. Owned end-to-end service delivery for the OTCX process across verticals, ensuring performance against customer scorecards and effective capacity and contingency planning.
Head – 4PL Customer Experience, Chemical
Maersk India Pvt. Ltd.
Mar 2021 - Jun 2025 (4 years 3 months)
Led a customer experience team, developing leadership capability and service excellence aligned with corporate goals and service benchmarks. Directed end-to-end project management and supply chain analysis across a global chemical logistics landscape.
Entrepreneur
High On Design Juels
Mar 2016 - Feb 2021 (4 years 11 months)
Built and scaled a luxury fashion jewelry brand from inception, managing the end-to-end entrepreneurial venture over five years. Translated customer preferences and market demand into product concepts and customer-focused offerings.
Product Roaming Manager
Vodafone India Ltd.
Feb 2014 - Feb 2016 (2 years)
Led development and execution of national and international roaming programs to enhance customer experience and drive revenue growth. Launched the International Roaming Pack, achieving the top sales position in the Mumbai circle.
Assistant Roaming Manager – B2B
Loop Mobile India
Jan 2012 - Feb 2014 (2 years 1 month)
Managed partner alliances across 400+ global networks, coordinating agreements, SIM card processes, and IREG/TADIG testing. Ensured seamless international roaming operations and service quality while supporting customer satisfaction and network performance.
Business Development & Operations Manager
Indmobile Ventures Ltd.
Jul 2010 - Dec 2011 (1 year 5 months)
Led business development and operational strategies that supported startup growth and long-term market success. Built key partnerships and streamlined processes to strengthen brand positioning and business performance.
Business Development Executive
Matrix Cellular India Pvt. Ltd.
Nov 2008 - Jun 2010 (1 year 7 months)
Executed business development strategies to expand market presence, drive growth, increase revenue, and develop successful partnerships.
Education
Degrees, certifications, and relevant coursework
Indian Institute of Planning and Management
Master of Business Administration, Business Administration
Grade: Distinction
Activities and societies: Dean Excellence Award
MBA with Distinction and Dean Excellence Award.
University of Mumbai
Bachelor of Commerce, Commerce
Grade: Merit (82.5%)
Activities and societies: Topped Economics
Bachelor of Commerce with Merit (82.5%), topped Economics.
University of Mumbai
Bachelor of Commerce, Commerce
Grade: 82.5%
Activities and societies: Topped Economics
Bachelor of Commerce with Merit (82.5%) and topped Economics.
Indian Institute of Planning and Management
Master of Business Administration, Business Administration
Grade: Distinction
Activities and societies: Dean Excellence Award
MBA with Distinction and Dean Excellence Award.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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