Executive Profile

Kushagra Verma

I solve operational problems that show up in the numbers and in the customer experience.

Operations, commercial thinking and client experience in the same job. I have run a business I owned, led service teams in luxury hospitality, and improved workflows in large-scale London residential property — and in each one the process, the customer and the P&L were the same problem.

Explore My JourneyGet in Touch

Client Advisory • Commercial Strategy • Business Operations • Client Experience • Stakeholder Management — Based in London, United Kingdom

Portrait of Kushagra Verma in a dark blazer

About

Built through operations. Shaped by people. Driven by outcomes.

I built my career across customer experience, operations, hospitality, property and business ownership. What connects all of it is a simple interest: understanding how a business actually works, and then making it work better.

Most of my experience has been in high-volume environments where customer outcomes and business performance are closely connected. A resident, a guest or a customer rarely separates the two, and neither do I. I enjoy operational and commercial problems — the kind where the answer sits somewhere between the process, the people and the numbers.

I tend to think in terms of systems, processes, people and outcomes. I have led teams through daily service pressure, and I have also owned results on my own, running a business where every decision carried a cost. My MSc in Strategic Business Management sharpened that instinct into something more structured, and deepened my interest in strategy, commercial decision-making and business analysis.

I am now looking for work where operational experience, commercial thinking, customer understanding, analytical ability and leadership are all useful at the same time.

  • Systems and processes

    I look for the process behind a recurring problem rather than solving the same issue twice.

  • People and teams

    I have led teams on the floor and owned outcomes independently, without a team behind me.

  • Commercial outcomes

    Customer experience and commercial performance are the same conversation, not two of them.

AT A GLANCE

What I have delivered.

Selected outcomes across business ownership, luxury hospitality and residential property — commercial performance, customer experience, leadership and operational improvement.

30%

Revenue growth in a business I owned

Founder & Manager, Hitchki Restaurant — cost optimisation and loyalty

20+

Person team led

Service, kitchen and front-of-house operations, Hitchki Restaurant

98%

Guest satisfaction in luxury hospitality

Duty Manager, 524-room hotel — The Montcalm at The Brewery

95%

Occupancy maintained in Build-to-Rent

Assistant Manager — Property Operations, Greystar

The Journey

Built through experience.

A career shaped across hospitality, entrepreneurship, real estate and customer-focused operations, with each chapter building a stronger understanding of people, commercial performance and how businesses operate.

  1. Chapter 01

    2017

    BBA — Human Resources

    Graphic Era

    Early foundation in people, management and organisational thinking.

  2. Chapter 02

    2020 — 2021

    Founder & Manager

    Hitchki Restaurant | India

    Built and managed a premium dining business, leading a 20+ person team while overseeing customer experience, operations, cost control and commercial performance.

    Key Outcome

    • 30% revenue growth through cost optimisation and loyalty initiatives

    Entrepreneurship • Team leadership • Commercial decision-making • Customer experience • Operational ownership

  3. Chapter 03

    2022

    MSc Strategic Business Management

    The University of Law | London

    Advanced study across strategic management, business analysis, leadership, research and commercial decision-making.

    Kushagra Verma featured in a University of Law social media post
    Featured by The University of Law
    Kushagra Verma crossing the stage in cap and gown at The University of Law graduation ceremony
    Graduation ceremony — The University of Law

  4. Chapter 04

    2022 — 2023

    Duty Manager

    The Montcalm at The Brewery | London

    Managed front-office operations within a 524-room luxury hotel, balancing guest experience, operational performance and service delivery in a high-volume environment.

    Key Outcomes

    • 30% improvement in check-in/check-out efficiency
    • 98% guest satisfaction

    Luxury hospitality • High-volume operations • Customer experience • Process improvement • Team coordination

  5. Chapter 05

    2024 — 2025

    Assistant Manager — Property Operations

    Greystar | London

    Led property operations and tenancy administration within a Build-to-Rent residential environment, combining resident experience, operational performance and commercial outcomes.

    Key Outcomes

    • 95% occupancy maintained
    • 15% increase in tenancy extensions
    • 25% reduction in complaint resolution times
    • 30% improvement in documentation accuracy

    Property operations • Resident relationships • Commercial performance • Process optimisation • Stakeholder management • Data-driven decision-making

Career Evolution

From service to strategy.

What began with people and service evolved into a broader understanding of how operations, commercial performance and customer relationships work together.

  • Client Relationships
  • Commercial Performance
  • Business Operations
  • Process Improvement
  • Customer Experience

Experience

Where experience became impact.

A career built across property operations, luxury hospitality and entrepreneurship, with a consistent focus on commercial performance, customer experience and operational excellence.

  1. Role 01

    Greystar

    London, UK

    Jan 2024 — Jun 2025

    Assistant Manager — Property Operations

    Operational and commercial ownership of a large-scale Build-to-Rent residential community, where resident experience and financial performance were treated as the same problem.

    Managed property operations and tenancy administration within a large-scale Build-to-Rent residential environment, balancing resident experience, commercial performance and operational delivery.

    Key Impact

    95%
    Occupancy maintained
    15%
    Increase in tenancy extensions
    25%
    Faster complaint resolution
    90%+
    Customer satisfaction
    Two Build-to-Rent residential towers viewed from below against a blue sky
    Build-to-Rent residential scale

    Property operations • Resident experience • Commercial performance • Process improvement • Stakeholder management

  2. Role 02

    The Montcalm at The Brewery

    London, UK

    Apr 2022 — Nov 2023

    Duty Manager

    High-volume luxury hospitality operations, where service leadership and operational decision-making happened in real time.

    Managed front-office operations within a 524-room luxury hotel, balancing guest experience, service delivery and operational performance in a high-volume environment.

    Key Impact

    30%
    Faster check-in/check-out
    98%
    Guest satisfaction
    524
    Room luxury property
    The Montcalm at The Brewery lounge with chandelier, chesterfield sofas and a heritage mural
    The Montcalm at The Brewery — London

    Luxury hospitality • Service operations • Customer experience • Operational efficiency

  3. Role 03

    Hitchki Restaurant

    India

    Jan 2020 — Dec 2021

    Founder & Manager

    The entrepreneurial chapter — building a premium dining business from the ground up and owning every commercial outcome.

    Built and managed a premium dining business, leading a 20+ person team across customer experience, operations, cost control and commercial performance.

    Key Impact

    30%
    Revenue growth
    20+
    Person team
    Cost optimisation through operational improvements
    Loyalty initiatives to strengthen customer retention
    Exterior of Hitchki restaurant with illuminated signage and outdoor seating
    Hitchki — exterior and terrace
    Hitchki bar with backlit arches, brass detailing and velvet bar stools
    Bar and interior design
    Signature Hitchki dishes and cocktails plated on a dark wooden table
    Menu and service standards

    Entrepreneurship • Team leadership • Commercial strategy • Operations

Selected Work

Turning operational challenges into measurable outcomes.

Selected examples of projects and initiatives across property operations, hospitality and entrepreneurship, showing how I approach problems, improve processes and connect customer experience with commercial performance.

01

Greystar | London

Greystar — The Global Leader in Rental Housing

Resident Experience & Operational Workflow Redesign

  • Property Operations
  • Customer Experience
  • Process Improvement
Resident being welcomed at the Coppermaker Square reception desk
Large-scale Build-to-Rent residential operation — London
Architectural scale model of the Coppermaker Square development in the reception lounge
Coppermaker Square — development scale model
Build-to-Rent residential towers in London viewed from street level
Residential towers — London

The Context

A large-scale Build-to-Rent residential operation in London, where leasing, resident service and building operations run through the same daily workflow. Occupancy, tenancy extensions and resident satisfaction are all outcomes of how well that workflow holds up under volume.

The Challenge

High-volume property operations required efficient service workflows while maintaining a strong resident experience.

My Approach

  1. 01

    Identify recurring service issues

  2. 02

    Review the existing workflow

  3. 03

    Identify bottlenecks and escalation points

  4. 04

    Improve the process and ownership structure

  5. 05

    Track service performance and resident outcomes

What Changed

  • Recurring service issues were treated as patterns to fix, not tickets to close one by one.
  • Every request had a clear owner and a defined escalation path instead of relying on exceptions.
  • Resident communication moved earlier in the process, before an issue became a complaint.
  • Service performance and resident outcomes were tracked, so the effect of the change was measurable.

The Outcome

95%

Occupancy maintained

15%

Increase in tenancy extensions

25%

Reduction in complaint resolution times

90%+

Customer satisfaction

Resident experience · Operational process · Commercial performance

Faster resolution and earlier communication improved the resident experience, and a better resident experience showed up commercially as more tenancy extensions and sustained occupancy. The work was operational and customer-facing, and it moved figures the business actually reports on.

02

The Montcalm at The Brewery | London

Front-Office Efficiency & Guest Experience

  • Hospitality
  • Operations
  • Customer Experience

The Challenge

Improve front-office efficiency without compromising the guest experience in a high-volume luxury hotel environment.

Kushagra Verma behind the front desk at The Montcalm at The Brewery in a professional suit
Front-office leadership — The Montcalm at The Brewery

The Approach

  1. 01

    Operational review

  2. 02

    Process improvement

  3. 03

    PMS utilisation

  4. 04

    Front-office execution

  5. 05

    Guest experience monitoring

The Outcome

30%

Improvement in check-in / check-out efficiency

98%

Guest satisfaction

524

Room operational environment

03

Hitchki Restaurant | India

Revenue Growth & Customer Loyalty Strategy

  • Entrepreneurship
  • Commercial Strategy
  • Operations

The Challenge

Build and operate a premium dining business while balancing customer experience, team performance, operating costs and commercial growth.

Hitchki restaurant exterior at night with illuminated neon signage
Hitchki bar interior with warm lighting and stocked back bar
Hitchki — the venue

The Approach

  1. 01

    Business operations

  2. 02

    Cost optimisation

  3. 03

    Customer loyalty

  4. 04

    Team leadership

  5. 05

    Commercial performance

The Outcome

30%

Revenue growth

20+

Person team

End-to-end

Operational ownership

Credentials

Certifications & Professional Development

Completed programmes, job simulations and workshops that support the commercial, operational and analytical side of the work. These are professional development credentials — not university degrees, professional licences or accredited qualifications.

  • Online learning programme

    McKinsey.org Forward Program

    McKinsey & Company/Completed 1 July 2026

    Practical problem-solving, effective and influential communication, adaptable and resilient mindsets, and a foundational digital toolkit.

    • Structured problem solving
    • Communication
    • Adaptability and resilience
    • Digital tools

  • Online learning programme

    McKinsey.org Forward Program

    McKinsey & Company/Completed 10 December 2025

    The McKinsey approach to problem-solving, becoming a more effective and influential communicator, and developing adaptable and resilience mindsets and habits.

    • Problem solving
    • Influential communication
    • Resilience mindset

  • Job simulation

    The Private Bank Job Simulation

    Bank of America — via Forage/Completed 9 July 2026

    Practical tasks in Client Account Servicing & Communication, Uncovering Client Goals & Priorities, and Matching Goals to Strategies.

    • Client Account Servicing & Communication
    • Uncovering Client Goals & Priorities
    • Matching Goals to Strategies

  • Job simulation

    Operations Job Simulation

    Goldman Sachs — via Forage/Completed 9 July 2026

    Practical tasks in Foundations of operations and Facilitating ultra-high net worth transactions.

    • Foundations of operations
    • Facilitating ultra-high net worth transactions

  • Certified workshop

    AI Dashboards using Microsoft Power BI

    Skill Nation/Workshop 2 & 3 August 2025

    Certified workshop on building AI-assisted analytics dashboards and reporting views in Microsoft Power BI.

    • Data & analytics
    • Reporting
    • Power BI

Insights

Thinking about business beyond the job title

Short pieces drawn from running a restaurant, managing hotel operations and working directly with residents, customers and teams.

01

Business & Strategy · Customer Experience

Trust Is a Business Strategy, Not Just a Soft Skill

The best business relationships are built on trust, not transactions.

02

Customer Experience · Operations

The Customer Is Not Always Right. But They Are Always Telling You Something.

Complaints are often more valuable than compliments — they show you where the system is broken.

03

Entrepreneurship · Commercial Strategy

What Running a Restaurant Taught Me About Business

A business becomes very real when your own money is behind every decision.

Next Step

Let’s start a conversation

I am always open to conversations around client advisory, commercial strategy, business operations and customer experience, particularly where operational judgement and commercial thinking can create measurable value.

Email KushagraConnect on LinkedIn
Email
kushagraverma098@gmail.com
Phone
+44 7884 821914
LinkedIn
linkedin.com/in/kushagraverma01
Location
Based in London, United Kingdom
Availability
Open to conversations about client advisory, commercial strategy and business operations roles.
Focus areas
Client advisory · Commercial strategy · Business operations · Customer experience
Kushagra Verma outside a London venue in a white blazer

Off the page

Commercially minded, people focused, and usually somewhere between a client conversation and an operational fix.

Based in London, United Kingdom — open to conversations across client advisory, commercial strategy and business operations.