CUSTOMER CENTRICITY is the key mantra that drives Isha Ambani. After Reliance Retail Ventures Ltd. (RRVL) posted a profit of ₹11,101 crore on a revenue of ₹3.07 lakh crore in FY24, Isha Ambani, executive director of India’s largest retailer, emphasised that Reliance Retail is investing to innovate across formats and products to serve evolving consumer needs. Isha joined the board of parent firm Reliance Industries Ltd. along with brothers Akash and Anant in November last year. RRVL added 800 stores in FY23, taking the total number to 18,836. Isha recently completed 10 years on the board of Reliance Retail. When she joined the business in FY15, the company had 2,621 stores. Isha has been instrumental in boosting RRVL’s supply chain infrastructure and omni-channel capabilities to deepen its presence in Tier-II towns and beyond. Isha aims to build Reliance Retail as an inclusive business through in-house brands and strategic tie-ups, including Campa Cola, Sosyo and Lotus. Reliance Retail is also enabling artisans and small merchants to thrive alongside modern retail. Ecommerce platform JioMart, launched in 2019, has on-boarded over 25,000 artisans and micro-entrepreneurs. Besides, Isha is also building a designer label powerhouse by partnering with Manish Malhotra, Abu Jani Sandeep Khosla, Anamika Khanna and Ritu Kumar, among others. — Nevin John