Bhavesh Panchal
London,United Kingdom
Summary
Customer success specialist with expertise in customer adoption, retention, and advocacy. Proven ability to enhance customer experience through data-driven insights using Tableau, Power BI, SQL, and Excel for KPI tracking. Experienced in utilizing Salesforce, Jira, Confluence, Asana, and Trello in both Agile and Waterfall environments to ensure effective collaboration and service delivery. Committed to advancing customer success strategies within data-informed, customer-centric teams.
Overview
9
9
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work history
Customer & Trading Manager
Sainsbury’s Supermarkets Ltd
London, United Kingdom
2025.09 - 2026.03
- Drove continuous improvement across customer service processes, increasing customer adoption of new practices, improving experience consistency, and strengthening retention outcomes.
- Acted as the central point of coordination across supply chain, HR, and merchandising teams, to resolve issues quickly and improve customer outcomes
- Designed data-led scheduling models using demand trends, reducing labour variance and improving productivity without impacting customer experience.
- Built KPI dashboards and feedback loops, enabling faster issue resolution and more proactive performance management across teams.
- Drove continuous improvement across service processes, strengthening consistency and overall customer satisfaction.
Deputy Manager
B & M Retail Limited
London, United Kingdom
2021.10 - 2025.09
- Delivered a 12-month performance programme, increasing Like-for-Like sales by 8.5% YoY by aligning team execution with business priorities.
- Improved stock accuracy by 29% through audits and root-cause analysis, reducing operational risk and improving product availability for customers.
- Optimised workforce planning using trading data, reducing wage-to-sales ratio by 1.7% while maintaining service levels.
- Developed 5 team members into management roles, strengthening internal capability and long-term team performance.
- Led rollout of a compliance framework, achieving 100% adherence over four consecutive quarters through structured follow-through and coaching.
Project Consultant: Internship
CrossLink
London, United Kingdom
2021.07 - 2024.04
- Advised clients on market entry and process improvements, identifying growth opportunities that contributed to a 20% increase in international sales.
- Developed Tableau dashboards to track KPIs and performance trends, enabling stakeholders to make faster, data-driven decisions.
- Introduced Agile ways of working, improving team efficiency and increasing delivery speed by 30%.
- Aligned solutions with client needs, supporting stronger adoption of new processes and improved outcomes.
Senior Analyst
Virtusa
Mumbai, India
2017.08 - 2020.07
- Improved Google Ads content quality by 18% by aligning processes with stakeholder requirements, enhancing overall product performance and user outcomes.
- Reduced system errors by 30% across six regions by leading a QA initiative, improving accuracy and customer experience at scale.
- Scaled operations 2.5x by building SOPs and onboarding frameworks, ensuring consistent delivery across global teams.
- Increased QA audit success from 86% to 97% by introducing structured feedback loops, reducing rework and improving SLA performance.
- Collaborated with cross-functional teams to resolve issues, maintaining high levels of service quality and stakeholder trust.
Education
MSc - Engineering Projects & System Management
Kingston University London
London, United Kingdom 2020.09 - 2021.09
Bachelors of Engineering - Electronics Engineering
Mumbai University
Mumbai, India 2013.06 - 2016.11
Diploma - Industrial Electronics
Fr. Agnel Polytechnic
Navi Mumbai, India 2008.05 - 2013.05
Skills
- Customer Success: Customer Adoption, Retention, Advocacy, Customer Experience, Lifecycle Management
- Data & Insights: Tableau, Power BI, SQL, Excel, KPI Tracking & Reporting
- Tools: Salesforce (familiar), Jira, Confluence, Asana, Trello
- Ways of Working: Agile, Scrum, Waterfall
Certification
- PRINCE2 Foundation Certificate in Project Management.
- PRINCE2 Practitioner (In Progress).
- PG Diploma in Industrial Automation.
- Certified Scrum Master (CSM).
- Change Management for Projects.
- Lean Six Sigma Foundation.
AREA OF EXPERTISE
- Agile & Waterfall Project Management
- Requirements Gathering
- Stakeholder Engagement
- Data & Trend Analysis
- Budgeting & Forecasting
- Documentation & Reporting
- RAID Logs (Risks, Assumptions, Issues, Dependencies)
- Continuous Process Improvement
- Customer Relationship
- Change Management & Process Deployment
- Service Delivery KPI Management
- Business Process Mapping (BPMN).
Timeline
Customer & Trading Manager
Sainsbury’s Supermarkets Ltd
2025.09 - 2026.03
Deputy Manager
B & M Retail Limited
2021.10 - 2025.09
Project Consultant: Internship
CrossLink
2021.07 - 2024.04
MSc - Engineering Projects & System Management
Kingston University London
2020.09 - 2021.09
Senior Analyst
Virtusa
2017.08 - 2020.07
Bachelors of Engineering - Electronics Engineering
Mumbai University
2013.06 - 2016.11
Diploma - Industrial Electronics
Fr. Agnel Polytechnic
2008.05 - 2013.05