Trailblazing E-commerce Growth & Customer
Satisfaction!
The landscape of E-commerce has witnessed remarkable
growth since its inception, with pioneers leading the way in shaping the
industry. Over the years, E-commerce has evolved into a dynamic and thriving
sector, offering endless opportunities for innovation and expansion.
One such visionary leader in the E-commerce domain
is Praveen Chandrasekharan, a
seasoned professional and COO with a
wealth of experience spanning various verticals within the industry. With
expertise in operations, business development, vendor management, and
technology, Praveen has made significant contributions to the advancement of
E-commerce.
Praveen’s journey is emblematic of the
transformative power of E-commerce, where he has played a pivotal role in
driving growth and success. Through his leadership and strategic insights,
Praveen has navigated through the complexities of the industry, propelling companies
to new heights of achievement and establishing a reputation for excellence.
Let’s delve deeper to learn more:
E-commerce Pioneer
Praveen embarked on his E-commerce journey in 2003,
during the nascent stages of the industry. Over the years, he immersed himself
in various verticals within E-commerce, gaining valuable experience through
roles in different organizations. With a forte in managing teams across
operations, business development, vendor management, and technology within
online shopping platforms, Praveen’s expertise became evident.
In 2011, recognizing the burgeoning potential of
E-commerce in the UAE, Praveen relocated to Dubai to pursue opportunities in
this growing market. Witnessing a gap in the online shopping landscape in the
region, Praveen, alongside his partner, Mr. Shashank Panchmukh (CEO), seized
the opportunity to establish Menakart in 2015.
Mastering E-commerce Dynamics
Praveen initially specialized in operations upon
entering the e-commerce industry. Recognizing the rapid growth and potential
within e-commerce, he aspired to broaden his expertise across various verticals
to gain a comprehensive understanding of the sector as a whole. This drive led
him to diversify his roles, encompassing marketing, business development, and technology.
Throughout his career, Praveen has spearheaded the
launch of more than five websites, each catering to different segments within
the online shopping realm. Ensuring a seamless and flawless user experience has
been paramount in the development and management of these websites, reflecting
Praveen’s commitment to excellence in the e-commerce domain.
Streamlining Operations for Customer
Satisfaction
As the COO, Praveen’s primary responsibility is to
ensure that all staff members collaborate effectively towards a common goal:
customer satisfaction. Each team is led by a designated team leader who
oversees daily activities and processes. These leaders report directly to
Praveen, providing updates on tasks and seeking guidance when necessary.
Praveen ensures that processes are streamlined with
the customer in mind, aiming to provide a seamless shopping experience on the
company’s website. The customer service team liaises with category managers
regarding products and inquiries, as well as with the Operations team, to
ensure timely deliveries of customer orders.
Category managers are responsible for direct
communication with designers regarding new product launches and advertisements
needed for promotions. Any new technology integration or requirements are
documented as workflow diagrams with specified timeframes and presented to
Praveen for final approval.
Close collaboration among all divisions is
maintained, with team leaders monitoring their teams’ performance using task
management software. This ensures efficient operations and alignment with the
company’s objectives.
Embracing E-commerce Evolution
In response to the evolving landscape of E-commerce,
Praveen recognizes the necessity of aligning the website with the latest trends
to meet customer expectations. While desktop and mobile-friendly websites were
once predominant, the shift towards mobile apps has become essential. Hence, Menakart
is set to launch its mobile apps for both Android and iOS platforms by the
second quarter of 2024.
Already, the implementation of AI-driven product
recommendations and Buy Now Pay Later options underscores the company’s
commitment to enhancing user experience. Furthermore, Menakart is actively
developing additional features to meet future demands. These include extended
warranties for electronics, WhatsApp messaging automation, country-specific
product offerings, and the adoption of drop-ship models from other countries to
the UAE, thereby expanding the product catalog for customers.
Optimizing Sales Strategies
In the pursuit of achieving sales targets, Praveen,
acting as the Co-founder and COO of Menakart, orchestrates a comprehensive
funnel optimization strategy across all channels. The marketing budget is
meticulously allocated to various activities, with Google AdWords emerging as
the primary driver of traffic.
To ensure effective product launches, category
managers collaborate closely with the SEO team, providing them with new product
information for both on-page and off-page optimization efforts. Regular
reporting from the marketing team leader allows for a thorough understanding of
strategies deployed and return on investment (ROI), facilitating a focus on
performance-driven tactics.
Continuous refinement is key, with weekly
discussions centered around the implementation of new techniques and tasks
aimed at enhancing website visibility and driving sales growth.
Maximizing Marketing Impact
Weekly marketing reports, including ROI analysis,
are shared by the marketing team leader, who presents completed activities and
forthcoming plans for approval and discussion. The allocation of budgets
between social media and Google AdWords is adapted according to product
requirements, ensuring optimal ROI on marketing spend with daily and weekly
targets consistently met. Conversions are closely monitored for every campaign,
while visibility is augmented through a strategic blend of online and offline
marketing techniques.
Driving Success Through
Collaboration
Regular meetings are conducted every week with all
team leaders to review progress and address any issues that may arise, ensuring
a seamless workflow toward achieving the desired goals. Praveen’s commitment
lies in delivering top-notch service and products to Menakart’s customers,
aiming to uphold their satisfaction with every purchase.
The marketing activities are closely monitored on a
weekly basis, with a focus on implementing new techniques to optimize ROI.
Additionally, weekly meetings are organized with category managers and the Ops
team to align everyone with assigned targets and brainstorm new ideas, ensuring
the company stays on track towards meeting its objectives.
Operating across two verticals, B2C and B2B, Menakart
ensures profitability and success from a P&L perspective in both sectors.
Ensuring Seamless Operations
Praveen has extensive experience working with a
variety of software platforms, including both open-source and in-house
versions. At Menakart, meticulous attention is given to tracking every customer
journey, from initial search to order placement and receipt. A dedicated QA
team diligently monitors each step of the process, leveraging various software
solutions to promptly identify and address any issues that may arise.
Operating around the clock, the team ensures the
seamless functioning of the website, while the server team remains vigilant in
monitoring performance to maintain optimal functionality.
Delivering Exceptional Customer Care
Under the oversight of the Customer Care team
leader, Praveen’s company ensures meticulous tracking of all customer queries
and issues. Team members are extensively trained to handle inquiries with utmost
politeness and professionalism. In the event of unforeseen delays in delivery,
measures are taken to ensure customer satisfaction by providing additional
benefits and fostering a positive relationship for future transactions.
Feedback from customers is actively solicited and
carefully considered by the customer service team to tailor services to their
needs and preferences. Daily monitoring of customer care chats and calls by the
team leader ensures that no queries or issues remain unresolved, demonstrating
a commitment to prompt and effective resolution.
Expanding Reach and Offerings
At present, operations are limited to the UAE, with
dispatches to other GCC countries facilitated from this location. However,
Praveen’s company has strategic plans to establish local offices and delivery
services in other GCC countries to better serve its valued customers.
Additionally, the company intends to enrich its product offerings by
introducing unique and exclusive items not currently available in the market.
Furthermore, there are plans to expand services to
cater to diverse audiences within the country by offering deliveries to their
loved ones in their respective home countries for gifting purposes. These
initiatives aim to enhance customer satisfaction and broaden the company’s
reach across the region.
Navigating Growth
Praveen’s journey has been shaped by encounters with
like-minded individuals at networking events and collaborations in various
fairs and gatherings aimed at meeting advisors and mentors. His decision-making
and leadership skills have been honed through self-awareness, situational
awareness, excellent communication, negotiation abilities, and conflict-resolution
skills, which have been instrumental throughout his career.
Starting with just a few individuals and limited resources, including a small office space and a modest marketing budget, Menakart began its journey. With the support of his partner, Praveen navigated the company towards growth, witnessing significant expansion over the past 8+ years. Today, both the team size and customer reach have multiplied, reflecting the company’s commitment to ensuring customer satisfaction with their online purchases on the Menakart website