Upasana Gupta
Associate Manager – Marketing & Communications | Air India | IIM Sirmaur | RBI | MakeMyTrip | Brand Storytelling | Customer Experience | Events | Designing Impactful Journeys
- Role
- Associate Manager - Marketing & Communications (Strategy and Intelligence) at Air India Limited
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Upasana Gupta
From debugging code to decoding what makes brands and businesses move) I’ve…
Experience
Associate Manager - Marketing & Communications (Strategy and Intelligence)
May 2024 — Present · Gurugram, IN
Managed Air India’s First Flyer Initiative and Doctors Appreciation Program from design to implementation, improving customer engagement• Planned and executed AAROHAN CX Offsite (400+ attendees) ensuring seamless stakeholder coordination and high-impact delivery• Built 150+ customer care templates to streamline responses and enhance brand tone consistency• Managed in-flight marketing collateral creation, including photo shoots and visuals featured in media and official channels• Conducted deep-dive benchmarking on 10+ airlines (chatbots, Skytrax, CX), providing insights for executive decision-making• Designed a dual-channel appreciation system for customers and employees• Designed strategy and campaign tools for new services across channels• Analyzed Power BI dashboards for NPS booking journey, aiming for reduction in complaints• Drove the “Making Customers Smile” initiative across TATA Group, receiving 100K+ global submissions and curating 50 standout stories
Education
Indian Institute of Management, Sirmaur
Master of Business Administration - MBA
2022 — 2024
Central Academy Senior Secondary School, Ajmer
XII - 82.6%
Govt. Women Engineering College, Ajmer
Bachelor of Technology - BTech
2018 — 2022
Sophia Senior Secondary School, Ajmer
X - 9.6 CGPA
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