RG

Rishika Goel

As an Associate Vice President in Experience, I bring a determined and highly organized approach to my work, consistently driven by logic and pragmatism. My focus on accountability and insightful analysis ensures I deliver impactful solutions that elevate the overall customer journey.

Open to

Delhi · Gurgaon · Noida

Work style

hybrid, remote, onsite

Availability

Available in 30 days

Contact details — on requestProof of Work — on request

Experience

B

Associate Vice President - Experience

Burger Singh · Oct 2025 – Present

Not yet confirmed
  • Heading Franchise,Training & Audit functions leading a 30-member team and owning the end-to-end franchisee journey
  • Transformed to SME-led model (cutting franchise queries ~50%) ;built knowledge-base chatbot (75% target auto-resolution)
  • Created 360° franchisee training module (onboarding to go-live), enabling partners to own processes & outlet operations
  • Developed Franchisee App & function specific IVR digitising communication, ticketing, chatbot, workflows and data visibility
  • Built data-driven Franchise Dashboard to track franchise lifecycle and drive long-term corrective action across departments
  • Designed GTM strategy for transition of Gulaabo from glass bottles to scalable PET packaging increasing the volume by 50%
  • Brought down the first response time from 0.9days to 0.3 days in a period of 6 months resolving 95% of tickets within 7 days
  • Remodelled franchise layouts eliminating slow-moving SKUs & high-cost equipments saving ~₹1 lakh in franchise setup spends
  • Launched delivery channel for beverages, generating 1.28L+ orders, 20%+ beverage mix & 54.3% beverage attachment
  • Introduced Al audio & CCTV tools to flag real time ground deviations driving cost optimisation & efficient processes
B

General Manager - CEO's Office

Burger Singh · Oct 2024 – Sep 2025

Not yet confirmed
  • Built a 15-member cross-functional team, establishing structures, KRAS, SOPs & performance governance across CX & Product
  • Led PAN-India automated billing rollout, achieving 92% contact adoption (~59K added quarterly), reducing billing disputes
  • Launched VoC programs (NPS -13%→-2%, CSAT +57%) & new delivery packaging to curb missing orders (60% share)
  • Drove menu digitisation through A4 removal & PAN-India DotPe expansion (92% quarterly order growth)
  • Built CX & Product performance framework & dashboard reducing critical-store issues 44% (COCO) & 52% (FOFO)
  • Improved 24-hr complaint closure (39%→63%) & cut refunds by 50% (4%→2%) via SLA governance & centralized operations
  • Optimized CX operations introducing IVR(70% resolution), AHT (2.5→1.9 min) & abandonment rate (12%→6%)
  • Led vendor & reputation management, maintaining ~99% Google listing accuracy & reducing mystery audit costs by ~46%
  • Managed product innovation, brand positioning & end-to-end product lifecycle, delivering 83% on-time launches
M

Program Manager - Strategy & Operations

Milkbasket (Grocery E-commerce), Reliance Retail · Apr 2022 – Oct 2024

Not yet confirmed
  • Developed MB's strategic plan & FY’24 AOP, including market analysis, GTM strategy & expansion playbook for ~200 cities
  • Drove 16-city expansion, scaling order capacity from 1.2L to 5L/day (~5X growth) through cross-functional management
  • Launched MB Membership+ (~3% gross margin uplift); transitioned to no-consumables cutting cost per order by ~10%
  • Headed MB-JioMart Integration to realise synergies through co-located operation increasing store wise top line by ~27%
M

Area Sales Manager | Business Development

More Retail Private Limited · Jul 2021 – Mar 2022

Not yet confirmed
  • Led 120-member team across 6 supermarkets in Kochi, managing ~₹70 Cr annual sales & complete business operations
  • Launched a hypermarket in Noida, achieving 161% of target and recognition as the best-performing NSO in North
  • Improved omni-channel processes, reducing INF by 3.3% & ODR by 3.15% while contributing in ₹50L marketing campaign

Skills 0 proven through work

Also works with

Service ImplementationPreparationStrategic PlanningProduct Portfolio ManagementExploratory Data Analysis (EDA)Analytical Report CreationIssue EscalationHiringCost-Saving Initiative ManagementVendor CoordinationCommunication StreamliningOrganizational Change ManagementPilot TestingStakeholder Communication AdaptationNew Technology IntegrationFinancial OperationsIT Service ManagementMarketing ManagementCross-Departmental CoordinationProduct Launch CoordinationProduct DevelopmentBrand Positioning StrategyInnovation StrategyProduct Lifecycle ManagementAverage Handling Time ManagementTechnical Issue DetectionDashboard UI DesignBusiness Growth StrategyPayment Gateway IntegrationSupply Chain ManagementPackaging DesignCustomer Satisfaction AnalysisLoyalty Program Feature DevelopmentDatabase ManagementRelease ManagementBilling System DevelopmentKPI AnalysisTechnology GovernanceSOP DevelopmentGoal setting (defining key results)Team LeadershipTeam BuildingRemediation PlanningMarket Trend AnalysisData-Driven RecommendationsTask AutomationMachine Learning ApplicationKnowledge Base Design & ManagementData VisualizationChatbot DevelopmentAPI IntegrationWorkflow DigitizationAI IVR DevelopmentMobile Application DevelopmentDigital Transformation StrategyTraining Needs AnalysisRoot Cause AnalysisFeedback Mechanism DesignOrganizational Structure DesignCustomer Issue ResolutionClient OnboardingProcess ImprovementInternal Audit ExecutionEmployee Training & DevelopmentCustomer Experience ManagementOperations Management

Proof of Work

Proof of Work

Rishika shares this with people who ask. You'll hear back either way.

Education

PGPM, Strategy & Marketing

MDI Gurgaon · 2019 — 2021

Bachelors of Commerce, Commerce (Honours)

Hansraj College, University of Delhi · 2016 — 2019

Contact details

Contact details

Rishika shares this with people who ask. You'll hear back either way.

What drives their work

The Architect — Builds what holds

The Architect

You build robust systems and structures that drive measurable, lasting change.

Rishika's superpower

You excel at transforming complex, unstructured problems into scalable, data-driven operational frameworks and digital solutions.

How Rishika works

You are well-suited for leadership roles that require establishing new functions, optimizing existing ones, and driving strategic, data-backed initiatives across an organization.

Ask about this candidate

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