Retail Leadership Summit (RLS) 2019

Jacqueline Pereira Mundkur

Jacqueline Pereira Mundkur

Senior cx professional,
varied experience across fmcg,
logistics, Telecom and retail sectors.

In a Career spanning over 2 decades, has been associated with diverse functions; Sales, Marketing and Customer Experience and Employee Experience spanning both strategic and operational roles including leading Retail(B2B) and Enterprise (B2B) lines of businesses. This includes stints associated with eminent Brands like Future Group, Vodafone, BPL Mobile, Voltas and DHL.

In the latest CXO role at the Future Group, India’s Retail Pioneer, the Customer Service function was set up from Zero base and now offers services to the Group ‘s 21 Lines of Businesses. The responsibility encompasses traditional Offline Retail as well as ecommerce, JV companies like Supply Chain and Private Labels.I have been privileged to have led the early digital, mobility-based AI ventures to build and monetize Digital assets for better CX and EX. Mapping and creating End to end digital journeys with NPS feedback at relevant moments of truth has led to tremendous customer insights and transparency.

As a Speaker at professional events, both in India and abroad have been privileged to share platforms with the best CX professionals and interact on a variety of CX topics as well as engage with students of Premier Management Institutes. Her articles have been published in publications CX Network, CSIA, ETCIO and Express Computer.

Academic Qualifications – MMS (Marketing), MSc (Biochemistry), Currently DBA Scholar at SP Jain Global School of Management, Sydney.
Professional Memberships: CXPA (Customer Experience Professionals Association) USA, CSIA (Customer Service Institute of Australia), ICS (Institute of Customer Service) UK.