Job Description: Digital Marketing Operations Executive
Job Summary
We are looking for a detail-oriented and proactive Digital Marketing Operations Executive to manage CRM operations, marketing automation, digital platforms, and online brand presence. The role involves administering Salesforce CRM and Marketing Cloud, optimizing AI chatbot performance, managing Google Business Profiles, supporting Meta advertising, overseeing online reputation management, and ensuring brand protection across digital channels. The ideal candidate should possess strong analytical skills, excellent organizational abilities, and experience working with digital marketing technologies.
Key Responsibilities
1. Salesforce CRM Management
- Manage lead assignment rules and ensure timely lead distribution.
- Monitor lead routing processes and resolve assignment-related issues.
- Create and maintain workflows, automation, dashboards, and reports.
- Ensure CRM data accuracy, completeness, and hygiene.
- Support CRM enhancements, user adoption, and process optimization.
- Generate regular reports and insights for sales and marketing teams.
2. Website Chatbot & Toll-Free Management
- Train, optimize, and maintain AI chatbot conversations, FAQs, and customer journeys.
- Improve chatbot performance based on user interactions and analytics.
- Ensure chatbot-generated leads are accurately captured and synchronized with Salesforce CRM.
- Manage and update toll-free IVR menus and routing as required.
- Coordinate with technology partners to resolve chatbot and IVR-related issues3. Salesforce Marketing Cloud
- Plan, execute, and monitor email marketing campaigns.
- Build and manage automated customer journeys and communication workflows.
- Track and analyze campaign performance, including:
- Open Rates
- Click-Through Rates (CTR)
- Conversion Rates
- Heat Maps
- Optimize campaigns using performance insights and A/B testing.
- Manage audience segmentation, subscriber lists, and campaign databases.
- Ensure compliance with email marketing best practices.
4. Google Business Profile Management
- Create, maintain, and optimize Google Business Profiles for all company locations.
- Resolve duplicate listings, suspended profiles, and inaccurate business information.
- Ensure all listings comply with Google's policies and remain updated.
- Monitor profile performance and implement optimization recommendations.
5. Pinterest Management
- Manage and maintain the company's Pinterest profile.
- Upload creatives, organize boards, and publish content aligned with ongoing marketing campaigns.
- Monitor engagement and performance metrics.
- Recommend improvements to increase audience reach and engagement.
6. Brand Protection
- Monitor digital channels for brand misuse, impersonation, and unauthorized content.
- Coordinate with the Brand Shield Security Operations Center (SOC) team to investigate and resolve cases.
- Track incidents through to closure and maintain documentation.
- Prepare periodic reports on brand protection activities and trends.
7. Meta Advertising Support
- Execute Meta ad boosting and campaign deployment activities.
- Assist in campaign creation, monitoring, optimization, and reporting.
- Coordinate with creative and social media teams for campaign assets.
- Analyze campaign performance and recommend improvements to maximize ROI.
8. Online Reputation Management (ORM)
- Monitor customer reviews and online brand mentions across digital platforms.
- Respond to reviews in coordination with relevant internal stakeholders.
- Escalate critical customer concerns for timely resolution.
- Analyze customer sentiment trends and prepare ORM performance reports.
- Support initiatives to enhance online ratings and overall brand perception.
Required Qualifications
- Bachelor's degree in Marketing, Business Administration, Information Technology, or a related field.
- 2–5 years of experience in CRM administration, digital marketing operations, or marketing automation.
- Hands-on experience with Salesforce CRM and Salesforce Marketing Cloud.
- Familiarity with AI chatbot platforms, Google Business Profile, Meta Ads Manager, and digital marketing tools.
- Experience with email marketing automation and customer journey management.
- Strong analytical and reporting skills with proficiency in Microsoft Excel and presentation tools.
- Excellent communication, coordination, and problem-solving abilities.
- Ability to manage multiple projects and stakeholders in a fast-paced environment.
Preferred Skills
- Salesforce Administrator or Marketing Cloud certifications.
- Experience with CRM workflows, automation, and reporting.
- Understanding of SEO, ORM, and digital analytics tools such as Google Analytics.
- Knowledge of lead management, marketing automation, and customer lifecycle marketing.
- Strong attention to detail and process improvement mindset.
Key Competencies
- CRM Administration
- Marketing Automation
- Digital Marketing Operations
- Campaign Analytics
- Data Management
- Process Optimization
- Stakeholder Management
- Communication & Collaboration
- Problem Solving
- Time Management
- Customer-Centric Thinking
Relevant Field
4-6 Years
Director
As an when required
