ShopX.
Growth Manager
ShopX (10i Commerce Services) was a B2B marketplace connecting brands to distributors across India. When I joined, retailers were not on the platform, so I built the retailer channel, brand to distributor to retailer, as a new business line. Market research identified a first-mover opening against Reliance and DMart, who offered narrow accounting tools while ShopX was building the full stack: ordering, delivery tracking, inventory analytics, and debit-credit management in one platform. I scoped target clusters, worked with engineering on the retailer interface, and launched in two sprints. The channel grew to 30K+ retailers. I designed the retailer onboarding system (field playbooks, in-app tutorials, one-on-one setup sessions, bi-weekly check-ins) for a user base that had never used an app to order inventory, and stood up the retention analytics layer with no prior infrastructure, tracking adoption, reorder rate, order frequency, drop-off, and NPS. On-time delivery improved from 85% to 94%, and RTO dropped from 10% to 1-2% through work with supply-chain partners. I also contributed to D2C pilots with L'Oreal, Coca-Cola, and Unilever (built QC SOPs, streamlined delivery, trained the CS team) and helped execute a restaurant delivery pilot that reached 300K MAUs. The note Zero Retailers, Wrong Pitch, Eight Towns covers the messaging mistake that nearly stalled adoption, and how field research across eight towns changed the entire go-to-market approach.
Promoted from Assistant Manager to Growth Manager in two years.
Own retention analytics and operations automation, and cut the inefficiencies that were costing the business money.
Market Share Trend
A 15% decline in tier-2/3 market share over Q1 prompted our delivery network expansion. Share recovered after we added local delivery partners and moved fulfillment closer to the stores.
Major Projects
Customer Retention & Segmentation Program
Built segmentation and retention programs from the ground up, rolling them out across the full 30K+ retailer base. Developed models to identify high-value customer profiles and partnered with growth teams to tailor retention strategies to different segments.
Operations Automation Program
Designed and implemented 15+ automated data pipelines using SQL and Python, reducing manual reporting time and enabling real-time decision making. Our team used this to lift operational efficiency from an 85% baseline to 94%, freeing up team capacity for strategic initiatives.
RTO (Return to Origin) Reduction
Analyzed order fulfillment data to identify root causes of high RTO rates. Contributed predictive models and process improvements that, together with supply-chain partners, helped reduce RTO from 10% to 1-2%, which improved both unit economics and customer satisfaction.
Data Infrastructure Development
Built the analytics setup that tracked the key business numbers across the customer journey, with dashboards leadership could act on without waiting for a report.
Approach & Methods
Data as Foundation
Every initiative started with data. I built the systems that captured and cleaned it at each stage of the customer journey, so we could target the right retailers and actually see whether something worked.
Automating Repeat Work
If a report got rebuilt by hand more than twice, I automated it. The pipelines saved time, but the bigger win was fewer manual errors and fresher numbers to decide on.
Working Across Teams
I worked closely with sales, operations, product, and engineering, with regular reviews to catch bottlenecks early.
Skills Applied
"Monika consistently demonstrated integrated thinking, connecting data insights with business strategy in ways that created real impact. Her ability to make complex analytics accessible to all stakeholders was invaluable. She grew rapidly from Assistant Manager to Growth Manager because of her ownership mentality and results-driven approach."