Visiting flea markets, baking, listening to podcasts
Nikita Gupta
Senior Manager Client Success
Mumbai
Summary
Experienced Senior Manager with a team-oriented approach, enthusiastic about learning and receptive to feedback. Possessing a welcoming and pleasing personality, adept at developing connections and proactive in approach. Charismatic and patient leader skilled at multitasking, goal-oriented, and tenacious. Successfully managed teams of 4-10 employees with 4 direct reports, providing clear vision to guide cohesive, high-performing teams towards challenging objectives.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Senior Manager, Client Success
Sirf Coffee
02.2024 - Current
- Engage with high-net-worth individuals (HNIs) and prospective clients to build lasting relationships and deliver a seamless, white-glove experience
- Lead business development for high-value, premium offerings tailored to a discerning, global, and forward-thinking clientele—driving both revenue and brand equity.
- Generate new leads through curated networking, luxury partnerships, and high-touch association opportunities
- Strategically manage commercial and partnership relationships across all channels—phone, digital, and in-person
- Conceptualize and execute bespoke, high-end events and experiences tailored to the expectations of a discerning clientele
- Develop and uphold elevated client service protocols to ensure consistently exceptional delivery
- Manage a portfolio of elite clients and brand partners across luxury, hospitality, and lifestyle industries
Senior Lead - Events & Member Experience
WeWork India
09.2019 - 01.2024
- Develop relationships with members and proactively gather information on their needs to identify both WeWork and member services that could help them achieve their goals
- Recommend best practices to the Community Manager for the benefit of the broader company related to the member experience, sales, hospitality, operations, events, and training
- Standardization of the events function across buildings and markets + strategy for member experience and enhancing hospitality
- Monitoring the experience of our experiences of members across various online and offline channels
- Collaborating with other departments to ensure a cohesive and positive experience for our members
- Improving member relationship score for all regions, and training on-ground teams to effectively use Medallia (customer feedback platform). Managed to achieve an NPS of 70 for India for the first time.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Paid attention to detail while completing assignments.
Flight Stewardess
Singapore Airlines
07.2016 - 08.2019
- CAAS (Civil Aviation Authority of Singapore) SEP Certified to deal with different types of emergency and survival situations, e.g. Rendering first aid to passengers in the event of a medical emergency
- Ensures that all relevant safety and security issues are observed and carried out
- Delivers an unparalleled level of drink and meal service
- Attends to passengers' other requests on board and looks after their general well being
- Assists passengers in CIQ matters, onward or return flight connections
- Received commendations from management for consistently demonstrating strong teamwork skills among diverse team members.
- Implemented quick thinking under pressure to address unexpected challenges or changes in plans while maintaining high-quality service levels.
- Participated in ongoing training programs to stay up-to-date on industry regulations, safety protocols, and customer service techniques.
Assistant teacher
Early Birds School
09.2015 - 12.2015
- Observing, supervising and disciplining children
- Providing one-on-one attention in social and developmental activities
- Planning classroom charts and learning lessons, extracurricular activities
- Helping children through self-directed and experiential learning using the Reggio Emilia approach.
Restaurant Hostess
Intercontinental Hotels & Groups, Mumbai
12.2013 - 07.2014
- Being the first point of contact for guests and welcoming them
- Understanding and maintaining appropriate etiquette and service standards
- Working in a team-oriented environment
- Developing organizational skills and problem-solving abilities
- Maintain clean and organized tables and work area
- Manage event related work including setting up tables and maintaining both exterior and interior of the restaurant
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Resolved guest complaints professionally, taking appropriate action to address issues and improve future experiences.
Education
Bachelor of Arts - Psychology And Philosophy
University of Mumbai
Mumbai, India 05.2012 - 12.2015
Diploma - International Airline & Hospitality Management
Trade Wings Institute of Management
12.2012 - 05.2013
Introduction to Public Relations (MOOC- Coursera)
Singapore Management University
Post Graduate Program - Digital Marketing
Purdue University & Simplilearn
05.2021 - 11.2021
Skills
Event coordination
Business Development
Team management
Flexible and adaptable
Verbal communication
Supervision and leadership
Excellent communication
Team collaboration
Hospitality standards
Communication skills
Accomplishments
- Social Media Marketing by HubSpot Academy
- Won the D&I Award on a Company level
- Completed 49 licenses and LinkedIn certifications
- Increased support ticket-related scores and ensure that teams are consistently performing well. Achieved a Technology NPS (India) of 9 out of 10 for the first time through various initiatives.
Interests
Dancing
A professionally trained Kathak dancer
Timeline
Senior Manager, Client Success
Sirf Coffee
02.2024 - Current
Post Graduate Program - Digital Marketing
Purdue University & Simplilearn
05.2021 - 11.2021
Senior Lead - Events & Member Experience
WeWork India
09.2019 - 01.2024
Flight Stewardess
Singapore Airlines
07.2016 - 08.2019
Assistant teacher
Early Birds School
09.2015 - 12.2015
Restaurant Hostess
Intercontinental Hotels & Groups, Mumbai
12.2013 - 07.2014
Diploma - International Airline & Hospitality Management
Trade Wings Institute of Management
12.2012 - 05.2013
Bachelor of Arts - Psychology And Philosophy
University of Mumbai
05.2012 - 12.2015
Introduction to Public Relations (MOOC- Coursera)
Singapore Management University