
Top 25 eCommerce leaders 2022: Nakul Gaur
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A dedicated marketer by trait, Nakul Gaur (pictured) made the cut as one of our top 25 candidates. He is currently the director of eCommerce customer growth and customer experience at groNEXT technologies, a part of the Unilever family. The entity groNEXT technologies is a global B2B eCommerce marketplace that provides the tools needed to help small retailers in developing and emerging markets to succeed and compete.
In total, he has been with Unilever for more than 15 years, and was promoted to his current position in late 2021. He is currently leading his team in a global B2B eCommerce hub, focused on demand generation that includes being a group product owner and being accountable for omni-customer acquisition, engagement and retention.
In his role, he not only has exposure to the external side of business, but he understands that managing his internal prospects will help him achieve success.
He looks over a team of 50 members and eight direct reporting senior managers, spanning the United Kingdom to the Philippines, across technology, operations and marketing.
Creating an omni-channel personalised customer experience has always been up his alley. At Unilever, he led the creation of the hyper personalisation framework/capabilities to segment customers, automate campaign executions and evaluations. Under his watch, personalised campaigns were delivered with higher gross merchandise value with promotion budget savings.
Gaur has also been Unilever’s regional lead for portfolio management (revenue growth management) and performance marketing (conversion optimised media) for beauty and personal care brands and home care brands with regional retailers such as Lazada, Shopee and JD across Indonesia, Thailand, Singapore, the Philippines, Vietnam and Malaysia. He has also led strategic regional relationships for Unilever with Shopee and Lazada.
From a demand generation and collaboration front, he has collaborated with media platforms such as Facebook and Google, and marketplaces such as Lazada and Shopee, to pioneer performance marketing in Southeast Asia with industry leading conversion rates and return on ad spend to deliver joint business plan ambitions.
Besides having leadership and management skills, he understands customer service is crucial to the business as well. He mobilised the entire organisation to focus on customer feedback and landed actions to get a best in class net promoter score for groNEXT over a six-month period.
At Unilever, he delivered portfolio opportunities to unlock growth opportunities that potentially added annual incremental turnover, and shaved off annual trade spends, by conducting net revenue management exercises across Southeast Asia markets in 2020.
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