Ilyas Wali

Angara is USA’s fastest growing D2C luxury jewelry brand, headquartered in LA, aggressively expanding in international markets to meet the $1B annual-revenue mark by 2030 . At Angara I architected and directed CX strategy transformation for a 64-country footprint from a centralized India-based command center, coordinating with regional operations and logistics partners in each market. Directly accountable for net-dollar value impact of all CX initiatives, reviewed monthly with CEO; drove $30M+ retained revenue and 17% CX-vertical OPEX reduction. Built sales capability within the CX function: redefined inbound conversion strategy (+12% QoQ) and dormant reactivation strategy (ROAS 2x to 6.5x); recovered 5% of cart-to-checkout drop-offs. Leading CX expansion into UAE and Saudi Arabia; ran cross-market Customer Journey Mapping cutting escalations by 60%. Directing a 40+ person global CX matrix organization spanning Service, Reputation Management, and Sales, through a lean leadership structure of 3 direct reports. Built a multicultural global CX function driving retention, reputation, and referrals; maintaining NPS 77/CSAT 4.9 with sub-10-second chat/call response. Deployed AI solutions as a virtual assistant handling L0/L1 queries and augmenting human agents, reducing contact ratio from 89% to 12% and freeing teams for relationship-building. Deployed an AI-powered Quality Auditing and Customer Intelligence tool scanning 100% of interactions, converting Voice of Customer into cross-functional business intelligence and preventing repeat issues.

Built a new Inbound Lead Management/Sales vertical inside the CX function, converting social engagement into $500K+ in high-value sales. Drove 20% dormant customer win-back growth and 12% HNI conversion (200+ prospects) through relationship-led sales strategy. Launched Bespoke Services offering (30+ designs in year one); coached retail teams into relationship-owning business units.

As a Sales, Operations & CX Manager, I was involved in establishing and rebranding the company as Kashmir's most fashion-forward jewellery store while retaining the core company values. My key responsibilities included: -Developing business management goals and objectives, in tune with the values and heritage of Almass, that tend to growth and prosperity -Designing and implementing S-M-A-R-T business plans and strategies to promote the attainment of goals -Ensuring that Almass had adequate and suitable resources to complete the set goals. -Organize, coordinate and improve the efficiency of operations and teams in ways that ensure maximum productivity. -Ensure adherence to legal rules and guidelines - Manage relationships with all external suppliers as well as craftsmen. - Provide vision and creative direction for brand imagery and story-worthy marketing campaigns across traditional and non-traditional media. - Establishing brand guidelines, tone and voice of the brand messaging; ensuring a consistent point-of-view is communicated across the website and all online/offline touchpoints. - Manage annual marketing budget, media buying, branding and packaging plans in conjunction with agencies. - Lead and mentor a team of 3 managers for the execution of brand, communication, creatives, copy, social media and event strategies. - To be responsible for gross margin, timely deliveries of customer orders, customer satisfaction and customer enquiries - To enforce strict stock control procedures and ensure that Inventory levels are maintained.

Used thoroughly for 4 years - Freshdesk OmniChannel Suite - including FreshCaller and FreshChat

Used for 3 Years to build and manage 360 - CRM for a Luxury Brand

Used for 2 years, before switching to FreshCaller

Currently using Rippit (formerly known as MaestroQA) to capture VOC Intelligence

Deployed, Managed and Optimized LiveChat for 3 Years for a luxury brand