Manager Customer

Entrepreneurial Product Guy with unusual enthusiasm driven by purpose.

Experienced in managing and scaling internet products across the product lifecycle for the last 4 years with a fair share of my successes and failures - Presently leading Checkout & Post Checkout experiences at Lenskart contributing to 200%+ online revenue growth. Previously ran a Design Agency having delivered 18+ projects adding 530K INR to topline; also consulted Paisabazaar, Sheroes, Internshala in Product & Customer Success roles . Love living with end-customers to develop deep customer empathy, create a data-driven roadmap, engaging solutions to make the user more efficient, evangelizing ideas with engineers and designers to ensure user delight while measuring and improvising.

Kartik Karpate

WORK EXPERIENCE

Product Manager - @Lenskart.com Dec’19 - Present

Worked across the product- leading POD with 12 engineers and designers - Payments, Post Checkout, external integrations and peripheral projects around user accqsituion delivering high impact, contributing to 200%+ growth in online revenue, reducing Contact/Order ratio by 65% and improving NPS by 13%. Payments- Revamped the Checkout experience by introducing most cutting edge UPI flow, improving the Sucess rate of UPI by 24% (52 76%)& reducing trnx time by 80% - more than 73% completed in 20sec . Post Checkout- Rebuilt Order status with detailed order tracking timeline with better communication, integrated Bot for CS help and improved Exchange/Refund UX adding to customer delight with 65% reduced calls . Power Before Order- One of the major step before checkout - reducing the confusion of submitting power, leading to an increase in Order/Cart by 21% and 33% deduction in power follow up cases . Repeat - Introducing reorder widegets to ehance repeate purchase UX, leading to ~170 repeat orders/day . Marketplace- Integrating our BE systems & making it capable to sync orders beyond LK’s ecosystem like Flipkart, Amazon,PhonePe - adding ~300 orders/day . International Capability - Making backend systems to support multi-currency with realtime syncing of international orders resulting in faster delivery and cx delight . Discovery- Building the 3D TryOn with AR to give in-store experience of buying every-wear online adding to customer delight and conversion .

Product UX CoFounder@Radical Studio Dec’15 - Nov’19 Built and conceptualized 3 go-to-market MVP’s from 0-1 for startups and helped raise them seed rounds. Conceptualizing product requirement to design UX flows with high fidelity UI and shipping high-quality work in lowest TAT while driving sales single handedly.

On-boarding 18+ projects adding INR 530K to topline. SPOC for support in development, testing and alignment of various internal tasks and client support and troubleshooting. Hired and trained 6 new developers based on predicted project needs.

Built a hyperlocal service web app — nativoe.com. Onboarded 60+ vendors, served 350+ organic paid customers through the platform.

Product Manager @Paisabazaar via Radical Apr’19 - Oct’19 Revamped and scaled the existing collections product to boost unassisted collections to close ~250 tickets/day

(from 0), overall revenue growth by 167%(online+assistted) with less human effort. Built better UX flow with design thinking for simpler understanding and quick flow to complete the journey. EDUCATION

Modern App Dev & Design, 2017 IIT KGP

BTech -2016, RGPV University Dropou t

SKILLS

Product management

Stakeholder management

Web and Mobile Apps

UI/UX - Design Thinking

Building products at scale and 0 to 1

*************@*****.*** 700******* linkedin.com/in/kartikkarpate

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