Senior Executive- Marketing

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Job Description

Senior Executive- MarketingThe role is responsible for supporting digital marketing, consumer engagement, customer experience, and consumer insight initiatives across brands. The individual will work closely with internal teams, agencies, and external partners to execute campaigns, manage consumer interactions, generate actionable insights, and deliver seamless marketing and consumer experience programs that support brand growth Job Responsibilities

A. Digital Marketing & Media Support

• Manage and coordinate social media content calendars across brands in collaboration with internal teams, creative agencies, influencer partners, and platform stakeholders.
• Support planning, execution, and monitoring of digital marketing campaigns across Meta, Google, Amazon, Influencer Marketing, OTT, and other digital platforms.
• Coordinate with agencies and partners to ensure timely delivery of content, campaigns, influencer activities, and media plans.
• Track campaign delivery, budgets, timelines, and performance against defined KPIs, while identifying optimization opportunities.
• Prepare weekly and monthly performance reports with key insights, learnings, and recommendations.
• Monitor social listening platforms to track consumer sentiment, emerging trends, and brand reputation risks.
• Track competitor campaigns, content strategies, influencer activations, and digital initiatives to identify learnings and opportunities.
• Support preparation of campaign reviews, business presentations, and leadership updates related to digital marketing and media performance.

B. Customer Experience & CRM

• Manage end-to-end consumer complaint handling and resolution across Customer Care, Trade, Wellify , Medical Affairs, and E-commerce channels.
• Coordinate with Quality, Supply Chain, Medical Affairs, and other stakeholders on complaint investigations, sample retrievals, product replacements, vouchers, and timely case closures.
• Handle consumer escalations and National Consumer Helpline (NCH) complaints, ensuring closure within defined timelines and service standards.
• Monitor consumer feedback across Amazon and other marketplace platforms, proactively addressing concerns and identifying recurring issues.
• Work closely with customer care agencies to ensure effective handling of consumer queries, complaints, and escalations, while monitoring service quality and operational KPIs.
• Support agent training, certification, onboarding, and maintenance of FAQs, escalation matrices, and knowledge repositories.
• Monitor ONDC/ Shopalyst customer service activities and coordinate issue resolution where required.
• Prepare and maintain service performance reports, complaint trackers, closure dashboards, QC sample trackers, and other operational MIS requirements.
• Generate insights from consumer feedback, complaint trends, and service metrics to support continuous improvement initiatives.

C. Consumer Insights Support

• Coordinate consumer immersions, focus groups, in-home visits, ethnographic studies, and other consumer research initiatives across brands.
• Liaise with research agencies, brand teams, and internal stakeholders to ensure smooth execution of research projects.
• Support collating, analysing, and sharing key consumer insights, observations, and learnings with relevant teams.
• Maintain consumer research records, insight repositories, and study documentation for future reference and knowledge sharing.

Job Qualifications

• 2-4 years of experience in Digital Marketing, Social Media, Consumer Experience, CRM, Consumer Insights, or related functions.
• Prior experience in a D2C, Omnichannel, E-commerce, FMCG, Consumer Healthcare, Beauty, Personal Care, or Consumer Products environment preferred.
• Hands-on experience managing social media operations, influencer marketing programs, content calendars, digital campaigns, and agency relationships.
• Familiarity with platforms such as Meta, Instagram, YouTube, Google, Amazon, and influencer ecosystems .
• Strong understanding of social media analytics, campaign performance reporting, and consumer engagement metrics.
• Experience working with digital agencies, social media agencies, influencer agencies, creator platforms, or digital-first brands will be an advantage.
• Strong stakeholder management, communication, coordination, and project management skills.
• Proficient in Microsoft Excel and PowerPoint.
• Highly organized, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment.