Communication & Orchestration Senior Associate

Job Description

Title                 Communication & Orchestration Senior Associate

Department      Global Central Marketing Operations

Location          Gurgaon

Reports To       Marketing Automation Manager

Level                Grade - 3

Our Values

Integrity - Doing the right thing, every time and putting the client first

Trust - Empowering each other to take the initiative and make good decision

Our Behaviours

Our employees should be:

Brave - Challenge the status quo, be accountable and speak up

Bold - Act with conviction, encourage diverse thinking and keep things simple

Curious - Learn to do new things in better ways and encourage fresh thinking

Compassionate - Have empathy, care for colleagues, clients and the community

Department Description

The Communucation, Orchestration & Publishing team sits within the Global Central Marketing Operations organisation and is responsible for designing, building and optimising multi-channel customer journeys across Email, SMS/WhatsApp, Push, In‑App, and Web experiences. Partnering closely with Data, MarTech, and

Brand teams, we use our Orchestration Engine to activate first‑party data responsibly and at scale, ensuring communications are timely, relevant and compliant.

About the Team

You will be part of a high‑performing team of marketing automation specialists and deliverability/QA who are experts in multi-channel-journey marketing campaigns, located in India. The team operates a shared service model, supporting B2C and B2B stakeholders, and partners with Analytics, CRM, and Product to deliver measurable growth and exceptional customer experiences.

About your role

The Senior Associate in role will design, build, and optimize multi-channel customer journeys powered by our Customer Data Platform (CDP) and journey orchestration tools. This role is responsible for end-to-end orchestration of personalized, data-driven communications across email, SMS, push, and in-app channels. Working closely with cross-functional partners, the ideal candidate brings a proactive, test-and-learn mindset to enhance engagement and improve customer experiences

Key Responsibilities

Journey Build & Campaign Execution

• Build and execute multi-channel journeys (Email, SMS/WhatsApp, Push, In-App) using CDP-driven audience segmentation and orchestration workflows.
• Configure triggers, dynamic content, personalisation logic, and journey paths.
• Support end-to-end campaign workflows including requirements gathering, asset readiness, deployment, and monitoring.
• Implement A/B and multivariate tests to optimise engagement and conversion.
• Monitor campaign KPIs and support performance reporting and optimisation recommendations.

QA & Quality Assurance

• Perform pre-flight QA including rendering checks, link and tracking validation, deep link testing, and dynamic content verification.
• Validate CDP segmentation logic, data mappings, and fallback rules.
• Identify and document defects, support root cause analysis, and recommend corrective actions.
• Ensure compliance with marketing regulations and internal governance standards.

QA Automation & Operational Support

• Support development and maintenance of automated QA checks for rendering, tracking, personalisation, and compliance controls.
• Assist in implementing automation workflows to reduce defect rates and improve scalability.
• Partner with QA and Deliverability teams to align on testing standards and quality gates.
• Contribute to anomaly detection and post-send monitoring processes.
• Document automation logic, edge cases, and quality controls for knowledge sharing.

Experience & Qualification

• 3 - 5 years of experience in marketing automation, CRM execution, or digital campaign operations.
• Working knowledge of CDPs and audience segmentation principles.
• Experience building and testing multi-channel journeys in an orchestration environment.
• Familiarity with QA processes including rendering validation, link testing, and personalisation checks.
• Basic understanding of deliverability fundamentals and compliance considerations.
• Exposure to QA automation, scripting, or workflow automation tools is advantageous.
• Strong attention to detail, structured problem-solving ability, and analytical mindset.
• Ability to manage multiple concurrent workflows in a fast-paced, global environment.

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.