Communications & Orchestration Associate

Job Description

Title                     Communications & Orchestration Associate

Department:        Global Central Marketing Operations 

Location:             Gurugram

Reports To:         Communications & Orchestration Manager

Level                    Associate (Grade 2)

Our clients come from all walks of life and so do we.  We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.

As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

Find out more about what we do, our history, and how you could be a part of our future at careers.fidelityinternational.com/about-us.

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 Associate will support the development, execution, and optimisation of multi-channel customer journeys powered by our Customer Data Platform (CDP) and journey orchestration tools. This role supports end-to-end workflow execution across email, SMS, push, and in-app channels, including build, QA, deployment, and reporting activities. The ideal candidate brings strong attention to detail, curiosity, and a proactive mindset to enhance customer engagement and drive continuous improvement across orchestration programmes.

Key Responsibilities

• Support execution of multi-channel campaigns (email, SMS, push, in-app) orchestration engine and CDP-driven segments.
• Assist with end-to-end workflow processes including creative readiness, audience selection, QA testing, deployment, and documentation.
• Perform channel-specific QA to validate rendering, functionality, and data accuracy across all touchpoints.
• Support A/B and multivariate testing, helping analyse results and identify optimisation opportunities.
• Generate standard performance reporting and surface insights to senior team members.
• Contribute to continuous improvement initiatives that enhance journey performance and operational efficiency.
• Participate in brainstorming and creative development for new journeys or enhancements to existing ones.
• Stay informed about evolving best practices in lifecycle marketing, personalisation, and multi-channel orchestration.

Experience and Qualification:

• 2-3 years of experience working on email or digital marketing campaign execution; exposure to multi-channel campaigns preferred.
• Familiarity with marketing automation or customer engagement platforms (e.g. Marketo, Iterable).
• Interest in CDPs and audience segmentation; experience is an advantage but not required.
• Strong organisational skills with the ability to manage multiple workstreams while maintaining accuracy and detail.
• Understanding of email/SMS/push best practices and testing methodologies.
• Basic understanding of HTML/CSS for troubleshooting is an advantage but not required.
• Strong analytical mindset with the ability to interpret data and identify insights.
• Proactive work ethic with willingness to learn, problem-solve, and support cross-functional teams