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Key Accounts Manager at Zomato
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Competencies
Expertise in managing large portfolios, maximizing client value, and driving revenue growth.
Proven ability to develop new markets, increase sales, and build lasting client relationships.
Skilled in streamlining operations and enhancing efficiency to improve performance metrics.
Experienced in hiring, training, and leading teams to achieve operational excellence.
Strong capability in managing profit & loss statements and implementing cost-saving measures.
Education
Languages
Summary
Experienced professional with a proven track record in key account management, sales growth, and operational excellence across diverse industries, including fintech, government services, and international jewelry markets.
Key Achievements
- Managed a ₹1.5 CR monthly GMV portfolio, driving consistent growth and profitability.
- Achieved 15% month-on-month order growth through data-driven strategies.
- Led operations and sales across multiple branches, turning them profitable from loss-making positions.
- Built and scaled an international jewelry sales network across 39 countries, generating USD 3M+ in revenue.
Experience
Key Accounts Manager
Managing a ₹1.5 CR monthly GMV portfolio across 300+ restaurant partners in 3 cities, driving consistent growth and P&L improvement through data-led execution.. Achieved 15% Month-on-Month order growth by deep-diving into 2 years of historical data, identifying demand gaps, launching Zomato in new localities, and onboarding high-footfall anchor restaurants to trigger network effects.. Improved city-level P&L by 7% through four levers: eliminating non-performing promo investments, increasing ads revenue from previously non-advertising partners, correcting base commission misalignments, and driving organic order volume growth.. Drove 14.6% MoM Ads Revenue growth by identifying and converting restaurants new to advertising — educating them on ROI and scaling budgets as results materialised.. Built trust-based relationships with every mapped partner through individual meetings regardless of order volume, resulting in improved merchant NPS and reduced escalations.. Led partner onboarding, FSSAI compliance monitoring, and new locality launch — scaled a new area from 0 to 60+ orders/day within weeks through targeted supply and demand-side interventions.. Applied RCA methodology to resolve systemic quality and delivery timing issues, addressing root causes at the merchant level to improve repeat customer rates.
Branch Manager
Led operations and sales across 3 branches with a consolidated team of 35+ staff and a cumulative revenue target of ₹4 CR, making all branches profitable from a loss-making position.. Hired, trained, and structured sales teams across 3 multi-city branches; implemented performance management systems that improved branch efficiency and service quality.. Built branches from a weak foundation to profitable run rates by designing structured sales pipelines, improving client onboarding conversion, and ensuring process compliance.. Created local brand visibility through city-level events, stalls, and community marketing initiatives — directly contributing to client acquisition and walk-in growth.. Oversaw daily operations, compliance, client onboarding, and cross-functional coordination across all 3 branches simultaneously.
Operations Manager (Centre Lead)
Led an Aadhaar Seva Kendra (government identity services) handling 800+ daily footfall with a 21–24-member team, in a high-compliance, penalty-risk environment.. Improved SLA from a penalty-risk 75–80% to 100% within 5 months by conducting a comprehensive team capability audit, reallocating roles based on individual strengths, and building a culture of accountability and continuous improvement.. Reduced customer complaints by 35% through bi-weekly structured training sessions and voluntary after-hours communication workshops — building empathy, objection handling, and professional communication skills across the team.. Passed full KPMG audit with zero findings — covering legal documentation, SOP adherence, customer service quality, facility standards, and operational processes end-to-end.. Cleared all UIDAI inspections and maintained consistent compliance in a politically sensitive government-service environment through effective stakeholder coordination.
International Sales Partner
Built and scaled an international B2B/B2C jewellery sales operation from scratch across 39 countries, generating USD 3M+ in revenue over 6 years.. Developed a culture-led selling model — understanding regional tastes, cultural nuances, and demand patterns across markets including USA, UK, Nigeria, Ghana, Canada, China, and SE Asia to create customised product offerings.. Built the entire client acquisition engine using targeted Facebook ad campaigns, iterative market testing, and personalised outreach — scaling from zero to a 39-country client base.. Managed complex international logistics, customs documentation, material testing compliance, and multi-country delivery timelines — solving the most frequent friction points in global trade.. Signature Success Story: Guided a Texas-based NGO entrepreneur to build a luxury jewellery brand that went on to showcase at Paris and London Fashion Weeks, attract Hollywood celebrity clientele, and establish multiple high-end retail stores.
Assistant Production Manager
Supervised a 450+ member jewellery production workforce across a 29-step jewellery manufacturing process.. Ensured 95% on-time production delivery by managing end-to-end workflow, floor supervision, and inter-department coordination.. Improved inventory accuracy by 70% through systematic stock management and reporting optimisation.