Kokularajah Sundararaj

• Created and implemented a thorough customer success plan that is in line with the goals and vision of business
• Established and monitored KPIs to monitor measures for customer success, such as customer satisfaction, retention, growth, and advocacy
• Implement scalable techniques and seek out chances for process optimization to improve the overall client experience
• Fostered a positive and high-performing culture by leading, mentoring, and motivating a team of customer success managers.
• Collaborated with cross-functional teams to align customer success initiatives with business objectives, spanning sales, marketing, and product development.
• Developed and built strong bonds with key clients, acting as both an internal and external champion for them
• Engaged with clients proactively to learn about their requirements, difficulties, and aspirations in order to create programs that are specifically designed to help them succeed
• Monitored client satisfaction and conducted regular business reviews to identify opportunities for growth and expansion.

Hospitality and technology company operating across UK, Sri Lanka, Maldives, India, Nepal, Vietnam, Cambodia, Thailand, and Singapore (Saas)

• Set and executed strategic direction of product management and development processes for cutting-edge technological services such as Revenue Management, Online Distribution, Digital Marketing, Software and Product Development, Financial Advisory, and Brand Management
• Created and optimized organizational structure and design models for effective go-to-market execution
• Developed and implemented key sales strategies and motions to drive revenue growth
• Designed and implemented Operations Excellence Model for sales, services, and post-sales operations, resulting in streamlined processes and improved supply chain efficiency
• Led the update and expansion of the revenue excellence model, ensuring successful execution and rollout across the field
• Conducted in-depth business analysis, identifying key value drivers and growth opportunities to inform executive-level decision-making
• Led fiscal planning and execution, including organizational structure recommendations, financial goal setting, quota setting, and market segmentation (P&L)
• Developed and shaped global market segmentation framework to guide go-to-market efforts
• Established and executed a comprehensive communication strategy to drive alignment with other functions and support annual plan
• Generated valuable insights from industry and customer trends, providing strategic guidance and informing organizational decisions)
• Repositioned the organization for success by quickly responding to the poor performance of existing products and services due to COVID-19. Ambitiously led the product team in developing six new services that offered better customer propositions and revived revenue streams resulting in a 48% increase in revenue
• Implemented improved hiring practices to attract qualified talent, revamped the quality control framework, and reallocated budgets for staff remuneration. This boosted user ratings by 37% and saved 23% of the annual budget

A luxury villa chain across Sri Lanka with 54 staff

• Leveraged an agile mindset to implement efficient distribution platforms by investing in better technology and strategically deploying the right talent to execute within the company
• Met the challenge to present results that proved the business’s sustainability in one year by breaking even and turning a profit in five months
• Managed all cash flows in the company, including identifying new revenue streams, effective spending, smart investment and creating an accountability program to control & monitor finance movement
• Led and managed the team, setting goals and providing guidance and mentorship
• Utilized strategic insights and data to identify ways to grow in a sustainable manner
• Established objectives for the organization and formulate or approve policies and programs
• Implemented and enhanced pricing strategies that maximize profitability while remaining competitive in the market for each of our product lines, including Direct, OTAS, DMCs, Corporates & aggregators
• Represented The Serendipity Collection in the local market, establishing the company's strong presence and reputation among key local influencers such as tourism bureaus and hotel associations, while providing industry expertise and fostering collaborative relationships.
• Gained investor confidence and successfully secured $ 750K in funding to expand operations during significant shifts in the market
• Increased quarterly profits by 67% by acquiring new business

A global platform that empowers entrepreneurs and small businesses with hotels and homes by providing full-stack technology that increases earnings and eases operations (Saas)

• Managed supply targets and identify new supply avenues in the country
• Engineering streamlined and new-age adaptive technology
• Managed resource and financial budget for the business segment and establish controls to maintain compliance and other policies
• Led sustainable demand channels from a long-term perspective
• Developed business strategies and build compelling business cases for potential investments
• Presented critical insights and recommendations to senior leadership, driving successful execution through cross-functional collaboration
• Worked closely with regional leaders to define sales strategy and direction for the year
• Supported sales organization transformation initiatives aligned with the go-to-market strategy
• Hiring middle managers and other executive employees
• Direct company’s mission and strategic initiatives
• Represented the organisation and invested in high potential real estate opportunities and portfolios for OYO
• Proficient in selecting and presenting insightful datasets, encompassing performance metrics, market trends, and competitor analysis, and leveraging the data to develop actionable and impactful strategies
• Demonstrated exceptional communication skills, delivering ideas and directives in a clear, persuasive manner, while actively listening and engaging when receiving information or presentations
• Skilled in identifying the decision-making styles of stakeholders, allowing for effective influence and the ability to steer decisions towards favorable outcomes, even when holding a position contrary to the majority
• Managed a team of 74 which includes Area Managers, Account Managers and Market Managers
• Introduced new deals into an increasingly saturated market to attract suppliers/hotels, driving the brand to be the largest in Sri Lanka, surpassing 7,000 rooms operated by a branded hotel chain
• Grew the return on investments by 8% by deploying a business and valuation framework to measure the appropriate level of investment in real estate opportunities

• Incorporated OYO in Sri Lanka and expansion to new markets
• Managed the Profit and Loss end-to-end for the country
• Built a highly engaged and energetic team by approving overall human resources planning
• Worked with the business area to chart and drive the growth plan for the country
• Managed operations and ensured high quality of customer experience
• Hiring middle managers and other executive employees
• Successfully built and expanded a diverse portfolio of local hotel partners by effectively presenting OYO’s global value proposition and facilitating their seamless onboarding process
• Developed and nurtured strong partner relationships by providing valuable data insights and exceptional support services to hotel partners, including revenue management advice and marketing opportunities on the OYO and OTA marketplace
• Provided coaching and guidance to colleagues, sharing best practices and contributing to their professional development and success
• Adapted to assigned duties and responsibilities as needed, effectively managing evolving priorities and contributing to the overall success of the Market Management team.
• Served as the Country Launch Head with the mandate to acquire high-quality talent to fill 79 roles within six departments in three months. Successfully filled all positions in 2.5 months

The first branded network of budget, premium hotels in Sri Lanka (Saas)

• Planning and monitoring the day-to-day running of the business to ensure smooth progress
• Established major departments and approved the hiring of associated senior staff positions
• Digital channels and product development initiatives oversight
• Monitor performance and ensure key performance indicators are met
• Forecasted sales performance trends and act pro-actively to increase our market segment
• Ensured consistent optimization and competitiveness of partner hotels' product
• Strategically secured additional inventory during high-demand and compression periods to meet urgent customer needs and enhance booking options
• Consistently achieved KPI metrics, meeting or exceeding targets, goals, and strategic objectives
• Extend business relationships and On-board new partners and customers

A mobility (last mile) as a service, ride-hailing, food delivery, and package delivery provider (Saas)

• Assessed and improved customer service standards, sales and internal deliveries
• Led and evaluated processes and departments to develop and implement communication strategies, public marketing events and systems
• Process Improvement, implement new technology and risk management
• Planned the Learning and Development cycle for employees
• Reporting department performance to senior management
• Propose human resource management in the department and finalise staff recruitment

A leading global business services provider of customer experience management

• Managing and reporting month-end and quarterly sales achievements to senior management
• New technology training and development
• Plan, coordinate and assess the activities of the department to develop and implement advertising campaigns to promote the sales of products and services
• Performance management of subordinates
• Single point contact for the service partner

• Perform timely quality assurance review in accordance with AML policies and departmental procedures within established timeframes
• Analyse and investigate transactions and accounts of customers of the bank
• Acting as a process expert and extends support to the operations team by share best practices amongst quality and the operations teams
• Continuously assess the regulatory risks inherent in the business, taking in account the changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings and the impact of new technology