Summary
Overview
Work History
Education
Skills
Accomplishments
Work Preference
Timeline
Hi, I’m

Sanchita Dhara

Sugar Land,USA
Sanchita brings great experience from her prior roles as well to help us think outside the box and her insights are the most helpful when we are developing our strategy. She is dependable, accountable and most importantly, passionate about advocating for the voice of our customers.
CVS Health Retail Operational leader
Sanchita Dhara

Summary

A proven analytical leader with an engineering background and over 17 years of deep experience leading and mentoring high performing teams for gathering and translating intelligence across multinational corporations. Recognized for delivering innovative, high-quality analytical solutions that drive business growth in fast-paced environments. Led multiple customer and enterprise analytics initiatives across major retailers viz CVS Health, Walmart and Macy's and Food Service giant Sysco.

Overview

17
years of professional experience

Work History

CVS Health
Houston, TX

Director of Customer Insights and Analytics
01.2022 - Current

Job overview

  • Head of CX reporting and analytics, responsible for fostering a data-driven culture, while leading a high-performing team of data scientists and translators.
  • Leads the design, development, and implementation of customer intelligence and reporting solutions. Launched enterprise customer feedback technology platform with nearly 40K monthly users and managing ~11M pieces of consumer feedback across Retail.
  • Leads, defines, and manages main KPIs for all CX, marketing outreach, loyalty, and operational projects, resulting in the implementation of NPS as a gold star for CX measurement.
  • Leads the data-driven stories, actionable insights, and real-time measurement of marketing analytics solutions, which led to an improvement in customer satisfaction and NPS by almost 500 Bps YoY, with loyalty metrics and CLV improvement by almost 30% YoY.
  • Change Management of NPS (Other CX KPIs): Trained over 100K colleagues on NPS, built infrastructure to drive action on feedback, and installed process to follow up on negative experiences (1M to date).
  • Responsible for creating, communicating, and measuring organization goals tied to bonus structure and performance.
  • Leads, manages, and designs qualitative and quantitative research methodologies to gather actionable insights on customer needs, market trends and the competitive landscape. Resulted in launching innovative solutions around Omnichannel products: Same-day delivery of RX scripts, appeasement strategies to meet expectations of critical detractors or at-risk customers, and various other marketing outreach strategies.
  • Leads the Retail Customer Insights and Analytics initiative to surface customer journeys and stories for CVS Retail Pharmacy, Front Store, BOPIS (Buy Online Pick up Store), Omnichannel, Minute Clinic, and contact center customers.
  • While voicing the data insights to C-suite executives, Divisional Vice Presidents, and Field leaders to take action on customer concerns.
  • Collaborates with cross-functional teams to drive strategic initiatives and achieve organizational goals.
  • Leads the development and implementation of data-driven customer segmentation strategies, CLV, and marketing campaigns. Resulted in personalized customer solutions in communications.
  • Manages real-time dashboards and presents key findings to senior leadership for informed decision-making.
  • Leads all CX implementation strategies for new data collection methods to identify holistic consumer journey pain points.
  • Leads a team of data scientists to build predictive models to forecast customer behavior and revenue trends, which led to an increase in retention rates by 15% within one full quarter.
  • Created business unit Action Forums (VPs and above) that drive action on solving the most pervasive issues for our consumers.
  • Launched retail enterprise-wide colleague recognition programs, including using technology to enable senior leaders to recognize front line colleagues.

Sysco
Houston, TX

Sr Manager Customer Insights and Strategy
09.2019 - 12.2021

Job overview

  • A Customer Insights enthusiast and an NPS advocate, responsible for developing a consumer-centric culture within Sysco.
  • Implemented strategic initiatives that increased revenue by $50K in sales during COVID restaurant closure times, leveraging Sysco's Restaurant Rising campaign.
  • Led cross-functional teams to successfully launch new products and services during the onset of COVID.
  • Analyzed the market trends to identify growth opportunities and enhance customer experience.
  • Developed customer feedback mechanisms resulting in improved product/service offerings and improved churn rates by 35% versus previous years.
  • Created a new platform for customers' feedback collection using Medallia.
  • Collaborated with cross-functional teams to implement customer-focused solutions and initiatives.
  • Led customer research projects to drive business decisions and strategy development.
  • Developed KPIs for Customer Relationship Management, Contact center team, which resulted in improved CSAT and improved call optimal wait times.

CEVA Logistics
Houston, TX

Director Business Development Strategy and Analytics
03.2018 - 08.2019

Job overview

  • Led business development strategy and data-based decision making for 60 stations across the country.
  • Led a team to execute an RFP project with domestic airlines like United Airlines, American Airlines, DHL, FedEx, and Southwest, which resulted in saving $2.4M USD YoY.
  • Led cross-functional team to develop new business strategies and analytical models for Air Import and Air export business using existing data to understand opportunity areas, which had a potential savings of $40M USD, using complex statistical modelling of existing cases and impact on Net Revenue.
  • Implemented data-driven initiatives resulting in a 20% increase in conversion rates.
  • Managed client relationships, negotiating contracts, and achieving revenue growth targets.
  • Collaborate with senior leadership to shape and communicate long-term business plans.
  • Implement data-driven tools and techniques to optimize business performance and decision-making for understanding labor hours allocation based on a complex statistical model for 60 stations, which led to a savings of $408K in 3 months of development.

Walmart
Bentonville, AR

Sr Manager Customer Insights and Analytics
07.2015 - 03.2018

Job overview

  • Utilized advanced analytics tools to identify correlations between customer behavior and business performance.
  • Analyzed customer feedback data to drive improvements in product development and customer service.
  • Led cross-functional teams to develop customer segmentation strategies for targeted marketing campaigns.
  • Implemented data-driven decision-making processes to optimize customer acquisition, retention, and loyalty strategies.
  • Led a cross-functional team in an innovation session for Omni channel Walmart Returns, based on future customer expectations, resulting in the development of a customer journey map and new in-store technology ideas getting implemented in FY18 across 202 stores.
  • Managed implementation of Express Pick-up lanes for Walmart Pharmacy from project initiation to execution in 784 stores within allocated budgets resulted in an increase in customer satisfaction by 5%.
  • Led a cross-functional team in developing a customer messaging strategy for Walmart's buy online, pickup in-store program, which was implemented and led to an improved NPS score for Omnichannel customers by 10%.
  • Led the research to understand the Loyalty program, similar to Amazon Prime, for Walmart, which got implemented in Stage I as Free Shipping for $35 minimum online orders. This helped in improving online sales by 45% in the first quarter of implementation.
  • Developed retention and new customer acquisition strategy from customer insights for three major business strategy areas, viz. Buy online, Pick up in store business, Walmart Pharmacy, and Walmart Scan and Go, Handheld Device, and Mobile Apps.
  • Developed CX goals, CX scorecard for 4,000 Pharmacy stores, Walmart Scan and Go, and Pick up, and measured performance against the goals.

Bloomingdale's
New York, NY

Manager Customer Insights
08.2013 - 07.2015

Job overview

  • Provided strategic guidance on customer experience improvement that helped drive customer acquisition, customer retention for all business channels, based on customer feedback and NPS scores.
  • Developed a customer retention strategy for stores for spring '14, which resulted in increasing the counts of Bloomingdale's Top of List customers (increasing loyalty) and sales by 39% LY.
  • Developed research and presented findings on Bloomingdale's Loyalist program, which helped in identifying targeted customer segments for marketing initiatives.
  • Developed business cases for improving customer experience in the digital space for Buy Online, Pick up In Store business area.
  • Led the development of database marketing analytics, such as statistical modeling, customer profiling, segmentation analysis, and other analytical techniques, for Bloomingdale's customers.
  • Trained executives and helped in the adaptation of NPS as a new KPI for the entire organization.
  • Conducted market research to understand customer behavior and satisfaction levels.
  • Collaborated with cross-functional teams to drive customer-centric strategies and initiatives.
  • Analyzed customer data to identify trends, preferences, and opportunities for growth.
  • Implemented customer feedback programs to ensure continuous improvement of products and services.

Merrill Lynch Bank of America
Bangalore, India

Wealth Management Intern
05.2012 - 08.2012

Cognizant Technology Solutions
Kolkata, India

Programmer Analyst
11.2007 - 11.2008

Bharat Heavy Electricals Limited
Kolkata, India

Senior Design Engineer
11.2008 - 08.2011

Job overview

  • Led and managed a team of 20 members for a $2M hydro power plant project and was awarded as the best employee.
  • Proposed innovation solutions to drive production efficiency by using optical fiber cable in the production process, which improved cycle time by 20%, with savings of $34K per project per year.

Education

Thunderbird School of Global Management

Master of Business Administration from Global Operations & Finance

St. Thomas' College of Engineering and Technology

Bachelor of Electronics Engineering

Skills

  • Data Driven Decision making
  • Advanced Analytical Ability
  • Data analytics tools ( eg SQL , Tableau , R , SPSS & Power BI )
  • Data Management ( Collection , organization & governance )
  • Data Visualization
  • Business Intelligence
  • Software proficiency ( C , COBOL , JAVA , JCL )
  • Customer segmentation , CLV , KPI Creation , organizational Goals creation
  • Primary customer and competitive research ( Surveys , A/B testing , focus groups , interviews , social listening , NPS surveys and web analytics )
  • Team leadership
  • Mentoring

Accomplishments

  • Employee and team recognition for Helping with Heart score of 100%
  • Best Employee 'Thumbs Up' Sysco EAT, Best Employee for 'Transformation and Innovations' Sysco EATs
  • Global Citizenship scholarship during MBA for exceptional leadership skills and academics
  • Third Best Engineer in 2008 for innovation and creativity.

Work Preference

Work Type

Full Time

Location Preference

RemoteHybrid

Important To Me

Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit Sharing

Timeline

Director of Customer Insights and Analytics

CVS Health
01.2022 - Current

Sr Manager Customer Insights and Strategy

Sysco
09.2019 - 12.2021

Director Business Development Strategy and Analytics

CEVA Logistics
03.2018 - 08.2019

Sr Manager Customer Insights and Analytics

Walmart
07.2015 - 03.2018

Manager Customer Insights

Bloomingdale's
08.2013 - 07.2015

Wealth Management Intern

Merrill Lynch Bank of America
05.2012 - 08.2012

Senior Design Engineer

Bharat Heavy Electricals Limited
11.2008 - 08.2011

Programmer Analyst

Cognizant Technology Solutions
11.2007 - 11.2008

Thunderbird School of Global Management

Master of Business Administration from Global Operations & Finance

St. Thomas' College of Engineering and Technology

Bachelor of Electronics Engineering

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Sanchita Dhara