Marketing Automation and Customer Journey Associate

Communication & Orchestration Associate

About the Opportunity

Job Type: PermanentApplication Deadline: 30 April 2026

Title: Communication & Orchestration Associate
Department: Global Central Marketing Operations
Location: Gurugram
Reports To: Communication & Orchestration Manager
Level Senior Associate (Grade 3)
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.


About your role
The Senior Associate in role will design, build, and optimize multi-channel customer journeys powered by our Customer Data Plat-form (CDP) and journey orchestration tools. This role is responsible for end-to-end orchestration of personalized, data-driven com-munications 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 verifi-cation.
• 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.

Experience Level

Mid Level