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.
Skills Required
- 3-5 years experience in marketing automation, CRM execution, or digital campaign operations
- Working knowledge of Customer Data Platforms (CDPs) and audience segmentation principles
- Experience building and testing multi-channel journeys in an orchestration environment (Email, SMS/WhatsApp, Push, In-App)
- Familiarity with QA processes including rendering validation, link and tracking testing, deep link testing, and personalization checks
- Basic understanding of deliverability fundamentals and marketing compliance considerations
- Exposure to QA automation, scripting, or workflow automation tools
- Strong attention to detail, structured problem-solving ability, and analytical mindset
- Ability to manage multiple concurrent workflows in a fast-paced, global environment
Fidelity International Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fidelity International and has not been reviewed or approved by Fidelity International.
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Parental & Family Support — Family leave and carers’ support are emphasized via equalized paid parental leave globally and enhanced maternity/adoption policies. Inclusive provisions also cover carers’ leave and compassionate leave to support diverse family needs.
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Healthcare Strength — Healthcare benefits and private medical insurance are consistently highlighted as part of the core package across locations. Wellbeing resources, including an Employee Assistance Programme and menopause support, reinforce the depth of health coverage.
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Retirement Support — Pension and retirement savings are positioned as a strong element of the total package in multiple markets. Retirement design is frequently cited alongside paid time off and flexibility as part of a solid overall offer.
Fidelity International Insights
What We Do
Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 million customers globally. As a privately held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 countries and with $739.9 billion* in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals. Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures. *Data as of 31 March 2021
