Kunal Gupta

Analytics-driven marketing leader with ~10 years of experience driving lifecycle marketing (CLM), customer analytics and loyalty. Proven track record of building segmentation frameworks, predictive models (CLV, churn), and campaign attribution systems to drive personalization, retention, and revenue growth. Expert in translating behavioral data into actionable insights, enabling data-led decision making, lifecycle optimization, and measurable ROI improvements.

Experienced in leading cross-functional teams across marketing, product, and data to scale real-time analytics and customer engagement ecosystems.

Senior Manager - Marketing at SpiceJet Ltd (2016-08 – Present)

• Led lifecycle marketing (CLM) strategy across onboarding, engagement, retention, and reactivation, driving improvements in customer acquisition, engagement, and repeat revenue.
• Owned analytics and campaign strategy, leveraging behavioral, cohort-based, and persona-led segmentation to drive personalization and lifecycle-led revenue growth.
• Delivered data-driven insights and measurement frameworks, including pre- and post-campaign analysis, to optimize conversion, engagement, and overall campaign ROI.
• Identified and reduced drop-offs across booking journeys, implementing UX and communication interventions to improve funnel conversion.
• Led end-to-end marketing technology stack implementation and utilization, including CleverTap and Adobe ecosystem (Campaign Manager, Analytics, Target, AEM, Audience Manager), enabling real-time personalization and performance tracking.
• Partnered with tech and data teams to build scalable data infrastructure, enable real-time analytics, and ensure robust KPI tracking across lifecycle stages and customer segments.
• Enabled real-time campaign validation and monitoring systems, ensuring governance and control across high-scale promotional campaigns.
• Managed external vendors and agencies across performance marketing and campaign execution, ensuring alignment with business and ROI goals.
• Led and scaled a team of 15–20 members, spanning analytics, campaign management, and operations; drove goal setting, capability building, and cross-functional collaboration.
• Increased direct booking on SpiceJet assets by 20%
• Increased overall revenue by 30 million USD.
• Overall digital strategy optimization resulted in 200 thousand USD savings in marketing spends.
• Improved customer stickiness on the booking flow by 60%
• Increased the open rate of emails by more than 150% and click rate by more than 200%
• Increased overall ancillary revenue by 40%
• Increased mobile app downloads to 2 Million in 12 months.
• Reduced customer care call volume by 25% by building self service capabilities on SpiceJet platform.

Senior Analyst – Revenue Management at SpiceJet Ltd (2015-09 – 2016-07)

• Analyzed flight performance and revenue contribution across routes
• Planned pricing, promotions, and seasonal demand strategies
• Conducted competitive benchmarking and market trend analysis
• Optimized group pricing and fare structures
• Collaborated cross-functionally with sales and network planning teams

Deputy Manager at IndusInd Bank (2014-08 – 2015-09)

• Managed branch operations including customer service, KYC compliance, and transactions
• Drove sales through cross-selling banking and investment products
• Built client relationships and improved branch financial performance
• 200%+ achievement of account opening targets (~₹2 Cr deposits)
• Strong pipeline generation for insurance and investment products

Customer Account Manager at ICICI Bank (2012-10 – 2014-05)

• Handled customer servicing, operations, and cross-selling
• Monitored financial metrics and supported audit/compliance processes
• Improved operational efficiency in cash handling and reporting

Assistant Operations Manager / Mechanical Engineer at Isar Technical Support & Services Pvt. Ltd. (2008-07 – 2011-06)

• Managed after-sales service operations and led a 20-member team
• Improved operational efficiency, inventory management, and service processes
• Conducted market analysis to support business development
• Reduced warranty claim processing time from 35 days to 4 days
• Progressed from Mechanical Engineer to Assistant Service Manager

Masters of Business Administration in Managerial Accounting – James Cook University Australia (2012-06)

B.Tech in Mechanical Engineering – Chitkara Institute of Engineering and Technology (2008-06)