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.
Experience
Associate Vice President - Experience
Burger Singh · Oct 2025 – Present
- 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
General Manager - CEO's Office
Burger Singh · Oct 2024 – Sep 2025
- 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
Program Manager - Strategy & Operations
Milkbasket (Grocery E-commerce), Reliance Retail · Apr 2022 – Oct 2024
- 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%
Area Sales Manager | Business Development
More Retail Private Limited · Jul 2021 – Mar 2022
- 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
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Education
PGPM, Strategy & Marketing
MDI Gurgaon · 2019 — 2021
Bachelors of Commerce, Commerce (Honours)
Hansraj College, University of Delhi · 2016 — 2019
Contact details
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What drives their work
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.
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