Marketing Operations Specialist

Role Overview

We are looking for a Marketing Operations Specialist to support our customer engagement and journey orchestration on WebEngage,. As marketing operations move from Adobe Campaign Classic (ACC) to WebEngage, the work shifts from scheduled, one-off batch campaigns to always-on, behaviour-driven customer journeys — bringing together audience logic, lifecycle marketing, multi-channel communication, personalization, reporting visibility, and campaign optimization.This role is intended for someone who can go beyond basic campaign execution and take ownership of the full lifecycle of customer engagement operations — across audience setup, journey orchestration, content integration, execution, QA, reporting visibility, optimization, and operational documentation — while partnering directly with Global stakeholders across timezones.

Key Responsibilities Journey orchestration: designing, building and maintaining multi-step customer journeys in WebEngage — triggers, wait steps, branching logic, channel selection and exit conditions. Multi-channel personalization: owning cross-channel personalization across email, SMS, WhatsApp, push, web push and in-app — defining what content varies for which audience and why. Transactional / API campaigns: acting as single point of contact for transactional and API-triggered campaigns; coordinating with our technical teams on events, personalization tokens and integration so campaigns fire reliably from real customer actions. Audience operations: translating audience logic into live and static segments inside WebEngage; ensuring the right people are included and excluded for every campaign. Content integration: HTML and content integration for campaign deployment and template troubleshooting. Quality & launch: QA, testing and launch readiness across variations and channels before every send. Process & deployment: supporting process enablement and acting as deployment SPOC — keeping delivery consistent, documented and on-schedule through the ACC-to-WebEngage transition. Stakeholder partnership: partnering with our stakeholders — keeping them aligned on plans, advising on approach rather than only taking instructions, seeing campaigns through end to end, and maintaining clear campaign logs of what ran and the decisions taken. Stakeholder ownership is shared with the Program Lead and varies by stakeholder. Optimization: reading campaign performance and acting on it — Stakeholder cadence QoQ on enabling optimization KPIs.
Data readiness: Create and own all data dashboards -Platform execution (Inter team SLAs), Reports masterview and Analytics KRAs log/fulfilment charts. Maintain Data logs - ingestion, handoffs and 3rd party integration that contribute to Strategic deliverance over operation deliverance !

Required Qualifications

4–8+ years in Marketing Ops / Campaign Ops / CRM Ops / Lifecycle Marketing / Customer Engagement Ops.

hands-on experience with a customer-engagement / journey orchestration platform — WebEngage, CleverTap, MoEngage, Braze, Salesforce Marketing Cloud or similar (not batch-only tools).

built and run multi-step, multi-channel journeys — not just single-send email campaigns.

comfortable with REST APIs and webhooks; able to hold a working conversation with developers about events, triggers and payloads.

strong understanding of audience segmentation, journey setup, multi-channel workflows, campaign execution, QA and reporting.

understanding of HTML and content integration for campaign deployment.

confident working directly with stakeholders — aligning, advising and keeping them updated, not only executing to a brief.

strong operational discipline, attention to detail and execution accuracy.