Megha Gupta

About Megha Gupta

I am a Customer Experience (CX) and Client Engagement professional with 17+ years of expertise across ultra-luxury retail, hospitality, and fashion, trusted by UHNW and HNW clients for delivering seamless, personalized experiences. Having worked with leading global luxury brands in Dubai and India, I specialize in clienteling, CRM strategy, and customer journey design that drive loyalty and retention.My career spans leading stakeholder management, training & development, and program management initiatives that enhanced customer engagement, improved revenue growth through upselling and cross-selling, and optimized omni-channel experiences. I bring a deep understanding of multicultural and cross-cultural client needs in the GCC region, with a proven track record of executing luxury retail strategies that deliver measurable business growth.Core competencies include: Clienteling | Customer Experience (CX)| UHNW Client Management | CRM (Salesforce, Oracle)| Training & Development | Stakeholder Management | Omni-Channel Retail | Experiential Retail | Data Analytics & Reporting | Strategy Execution

Experience

1. Customer Experience Manager

   ZOYA - A TATA Product

   Jul 2024 — Present · Bengaluru, IN

   Spearheading the creation and leadership of Zoya’s first structured loyalty program, designed to reduce client dormancy, increase frequency of visits, and strengthen brand-client relationships.2. Personalized omni-channel client journeys across boutiques, digital platforms, and concierge services to reflect Zoya’s signature luxury ethos.3. Drove lifecycle management strategies that deepened engagement, enhanced retention, and cultivated generational loyalty in the ultra-luxury jewelry segment.4. Curated exclusive B&A gifting programs and elevated experiences through premium concierge offerings, strengthening client relationships.5. Led customer grievance and complaint management protocols, ensuring swift resolution while upholding the brand’s uncompromising standards of excellence.6. Partnered cross-functionally with design, marketing, training, and operations to continuously enhance the client experience and deliver luxury-benchmark CX initiatives.7. Implemented data-driven CX programs and feedback loops that informed strategy, driving higher engagement, upsell opportunities, and brand advocacy.

Education

• Doctor Babasaheb Ambedkar Marathwada University

  Bachelor of Business Administration (BBA), Business, Management, Marketing, and Related Support Services

  2004 — 2008

• Alliance Française de Bombay

  DELF B1, French Language and Literature

• Institute of Hotel Management, Aurangabad

  Bachelor of Arts (B.A.) (Hons.) affl. University of Huddersfield, Hotel, Motel, and Restaurant Management

  2004 — 2008

• ESSEC Business School

  Master of Business Administration (MBA), International Luxury Brand Management

  2015 — 2016

Skills

• Social Media
• Hospitality Management
• Hospitality
• Hotel Management
• Hospitality Industry
• Sales
• Catering
• Hotels
• Revenue Analysis
• Creative Writing
• Food & Beverage
• Travel Management
• Luxury Brand Marketing
• Brand Management
• Content Development
• Content Management
• Digital Marketing
• Sales & Marketing Leadership
• Relationship Management
• Public Relations
• Content Writing
• Marketing
• Banquet Sales
• Yield Management
• Communication
• Marketing Communications
• New Business Development
• Team Leadership
• Business Travel
• Leisure Travel
• Crm
• Luxury Goods
• Management
• Marketing Strategy
• Customer Service
• Team Management
• Event Management
• Business Strategy
• Retail
• Leadership