Communication and Orchestration Manager

Communication & Orchestration Manager

About the Opportunity

Job Type: PermanentApplication Deadline: 23 March 2026

Title: Communications & Orchestration Manager
Department: Global Central Marketing Operations
Location: Gurugram
Reports To: Communications & Orchestration Senior Manager
Grade: Manager (5)

Shift timings: 12:30 pm - 09:30 pm, 3 days WFO each week

About Fidelity International
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 locations and with $608.7billion 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 in-vestment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $437 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. 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.
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.

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 re-sponsible 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.

Purpose of the Role
The Manager in role will manage stakeholder relationships, coordinate intake and scheduling, and execute complex multi-channel campaigns using our CDP and orchestration platforms. The role requires a proactive mindset, strong problem-solving skills, and the ability to optimise processes for efficiency and scalability while maintaining compliance and customer experience standards.


Key Responsibilities
Orchestration & Campaign Delivery
• Design and execute end-to-end multi-channel campaigns (Email, Push, SMS/WhatsApp, In-App) using the enterprise CDP and orchestration engine.
• Manage campaign intake, prioritisation, scheduling, and stakeholder communication in line with SLAs and governance standards.
• Configure segmentation, dynamic content logic, triggers, and real-time journey flows.
• Implement A/B and multivariate testing to optimise engagement and conversion.
• Generate performance reports and deliver actionable insights to stakeholders.
• Drive continuous improvement of orchestration processes, templates, and automation capabilities.

QA & Content Validation
• Execute pre-flight QA including rendering checks, link and tracking validation, deep link behaviour, and personal-ised/dynamic content verification.
• Validate CDP-driven segmentation logic and data mappings before deployment.
• Perform automated and manual checks to ensure required fields, fallback logic, and compliance standards are met.
• Document defects, conduct root cause analysis, and implement preventative improvements.
• Support QA governance across multi-step, multi-channel journeys.

Deliverability & Data Governance
• Monitor IP/domain reputation and support deliverability diagnostics across markets.
• Support authentication protocols (SPF, DKIM, DMARC) and inbox placement monitoring.
• Conduct seed testing, blocklist monitoring, and readiness checks prior to major sends.
• Manage bounce handling, complaint monitoring, suppression logic, and data hygiene practices.
• Support domain/IP warm-up plans and new market onboarding.
• Partner with Data and Compliance teams to ensure consent, preferences, and regulatory routing adherence (GDPR, PECR and regional regulations).

Stakeholder & Team Leadership
• Collaborate with global and regional marketing stakeholders to align on objectives and execution plans.
• Work closely with Data, CRM, Analytics, and Product teams to enhance journey performance.
• Provide coaching and oversight to junior team members where applicable.
• Contribute to operational best practices and capability uplift within the Orchestration team.

Experience and Qualifications
• 8+ years of experience in marketing automation, CRM, CDP activation, or orchestration roles.
• Hands-on experience executing complex multi-channel campaigns within a CDP and orchestration environment.
• Strong understanding of personalisation logic, dynamic content, segmentation, and trigger-based journeys.
• Experience in QA processes including rendering validation, tracking checks, and functional testing.
• Understanding of deliverability fundamentals including sender reputation, authentication protocols (SPF, DKIM, DMARC), and inbox placement.
• Strong analytical skills with ability to interpret campaign and deliverability KPIs.
• Knowledge of GDPR, PECR, and global marketing compliance requirements.
• Excellent stakeholder management and project coordination skills.

Experience Level

Mid Level