Suresh John

Commander
DISC Type : D

Vice President - Customer Experience at Flipkart

Bangalore Urban, Karnataka, India

Overview

Suresh John is the Vice President of Customer Experience at Flipkart, bringing over 20 years of expertise in CX design, shared services, and large-scale transformation programs. His career includes leadership roles at Amazon and Citi, with a proven track record of managing large, multicultural teams. He holds a PGDM from Symbiosis Centre For Management & HRD.

He is passionate about empowering his teams to act with empathy and conviction, going beyond policy to do what is right for the customer. Suresh values a "can do" attitude that breaks through technology and resource barriers to solve customer problems at scale.

During his time at Citi, he was responsible for setting up the entire Middle East CitiPhone site.

Personality Overview

Risk-Taker

Candid & Clear

Impact-Driven

They take a lot of pride in personal achievements.  They respond well to strong and respectful communication. More than the product, they care about the impact of the product.

Topics They Care About

Customer Obsession
He emphasizes maintaining an intense focus on customers to fuel innovation and drive business success, a key theme in his recent interviews and posts.
Empathetic Leadership
Believes in empowering teams to listen with empathy and act with conviction, looking beyond policy to do what is right for the customer.
Scaling CX
Focuses on delivering positive customer experiences, joy, and trust at an unprecedented scale, particularly during high-volume events like "The Big Billion Days. "

Media Appearances

Flipkart Customer Experience – Q&A with Suresh John. Featured in Flipkart Stories

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flipkartstories – Suresh John, Vice President of Customer Experience. Featured in Instagram

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Work History

7-2024
Vice President - Customer Experience at Flipkart
8-2021 - 6-2024
Customer Experience Head at Amazon
3-2020 - 8-2021
Global Workforce Optimization Head - Asia at Citi
1-2016 - 3-2020
CitiPhone Head - Middle East & Consumer Operations Lead - Bahrain at Citibank N. A.
7-2015 - 12-2015
CitiPhone Head - UAE & Bahrain at Citibank N. A.

Education

1997 - 1999
PGDM from Symbiosis Centre For Management & HRD
1994 - 1997
BBS from College Of Business Studies, Delhi University

More Information

Social Presence :

Prographics :

Exp : 14 Location : Bangalore Urban, Karnataka, India Job Level : Senior Designation : Vice President - Customer Experience at Flipkart
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Insights For Selling To Suresh

During A Call Or A Meeting

DO's

  • Make sure that you circle back fast on any action items, it wins their trust
  • Hold your ground without indulging in one-upmanship
  • When negotiating terms, help them build an impression that they are the ones calling the shots

DONT's

  • Do not hesitate from asking counter questions, just avoid challenging their authority
  • Don’t focus on process and rules, give the impression of being a ‘gets it done’ person
  • Don’t take too much time in sending them information if they ask for any

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Suresh is

  • Confidence in impact is paramount to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Suresh

  • If they are not convinced, they will have no hesitation in telling you the same.

Insights For Deal Planning

    How fast (or slow) will Suresh move?

  • They can reach decisions fairly quickly if they are convinced.
  • Can Suresh take some risk or not?

  • They don’t mind risks but can be quite binary about them.

You And Suresh

Personality Compatibility


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