Executive Digital Marketing

Della Townships; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Della Townships in Mumbai is seeking a results-driven Digital Marketing Executive to manage Salesforce CRM, marketing automation, and online engagement. You will optimize campaigns, maintain data hygiene, and coordinate with tech partners to ensure accurate lead routing and insightful dashboards.

The role covers Chatbot and IVR management, Google Business Profile, Pinterest, and Meta advertising, with a focus on brand protection and performance analytics across channels.

Qualifications

• Strong hands-on knowledge of Salesforce CRM.
• Experience with Salesforce Marketing Cloud and marketing automation.
• Understanding of lead management, workflows, dashboards, reports, and CRM processes.
• Knowledge of chatbot management and conversational AI.
• Understanding of Google Business Profile management.
• Experience with Meta Ads Manager and digital advertising.

Responsibilities

• Salesforce CRM Management: manage lead assignment rules and ensure accurate lead distribution.
• Monitor lead routing and troubleshoot assignment-related issues.
• Create and maintain monthly workflows, automations, dashboards, and reports.
• Maintain CRM data accuracy, completeness, consistency, and hygiene.
• Identify opportunities for CRM process improvement and automation.
• Coordinate with internal teams and Salesforce/technology partners for CRM enhancements.
• Track lead movement and ensure proper follow-up visibility across teams.
• Website Chatbot & Toll-Free Management: manage and optimise the website AI chatbot and IVR menus.
• Update FAQs, conversation flows, responses, and customer journeys.
• Analyse chatbot interactions to identify gaps and improve customer experience.
• Ensure chatbot-generated leads are captured and routed into Salesforce.
• Monitor chatbot performance and lead-generation effectiveness.
• Monitor and improve toll-free IVR menus and routing information.
• Coordinate with stakeholders for chatbot/IVR improvements.
• Salesforce Marketing Cloud: plan, execute, and monitor email campaigns and automated journeys.
• Build and schedule customer communication workflows.
• Manage audience segmentation and campaign databases.
• Monitor campaign metrics (open rate, CTR, conversions) and performance.
• Analyse campaign heat maps and customer behaviour for optimisation.
• Conduct campaign performance analysis and improvements.

Skills

Salesforce CRM

Marketing Cloud

Lead management

Chatbot management

Google Business Profile

Meta Ads Manager

Job description

• Salesforce CRM Management

Job Description

Digital Marketing Executive

Department: Marketing / Digital Marketing

Reports To: Head of Marketing / Digital Marketing Head

Experience: 3-5 Years

Job Purpose

We are looking for a results-driven CRM & Digital Marketing professional responsible for managing Salesforce CRM, marketing automation, digital customer engagement platforms, online reputation, brand protection, and paid social media activities.

The role will ensure efficient lead management, accurate CRM data, effective customer communication, digital platform optimisation, and consistent monitoring of the company's online presence and brand reputation.

Key Responsibilities

• Salesforce CRM Management
• Manage Salesforce lead assignment rules and ensure timely and accurate lead distribution.
• Monitor lead routing and troubleshoot assignment-related issues.
• Create and maintain monthly workflows, automations, dashboards, and reports.
• Maintain CRM data accuracy, completeness, consistency, and hygiene.
• Identify opportunities for CRM process improvement and automation.
• Coordinate with internal teams and Salesforce/technology partners for CRM enhancements.
• Track lead movement and ensure proper follow-up visibility across teams.
• Website Chatbot & Toll-Free Management
• Manage, train, and continuously optimise the website AI chatbot.
• Update FAQs, conversation flows, responses, and customer journeys.
• Analyse chatbot interactions to identify gaps and improve customer experience.
• Ensure chatbot-generated leads are accurately captured and routed into Salesforce.
• Monitor chatbot performance and lead-generation effectiveness.
• Maintain and regularly update toll-free IVR menus, messages, and routing information.
• Coordinate with relevant internal and external teams for chatbot and IVR improvements.
• Salesforce Marketing Cloud
• Plan, execute, and monitor email marketing campaigns and automated customer journeys.
• Build and schedule customer communication workflows.
• Manage audience segmentation, subscriber lists, and campaign databases.
• Monitor key campaign metrics such as open rate, click-through rate, conversion rate, and engagement.
• Analyse campaign heat maps and customer behaviour to identify optimisation opportunities.
• Conduct campaign performance analysis and recommend improvements.
• Ensure campaigns are executed accurately and within defined timelines.
• Google Business Profile Management
• Create, manage, and optimise Google Business Profiles for all company locations.
• Ensure business information such as address, contact details, working hours, website, and services remains accurate.
• Identify and resolve duplicate, suspended, or incorrectly configured listings.
• Monitor reviews, profile performance, and listing health.
• Ensure all profiles comply with Google's guidelines and best practices.
• Coordinate with internal stakeholders to maintain consistent location information.
• Pinterest Management
• Manage and maintain the Della Townships Pinterest profile.
• Upload and organise new creative assets and maintain relevant boards.
• Ensure Pinterest content is aligned with ongoing marketing campaigns.
• Optimise content for reach, engagement, and traffic generation.
• Monitor profile analytics and prepare performance updates.
• Brand Protection – Brand Shield
• Monitor digital platforms for brand misuse, impersonation, fraudulent profiles, and unauthorised content.
• Identify potential threats to the company's online brand presence.
• Coordinate with the Brand Shield SOC team to investigate and resolve cases.
• Track reported cases from identification through closure.
• Maintain records of brand protection incidents.
• Prepare periodic reports on brand security, incidents, and resolution status.
• Meta Advertising
• Execute Meta advertising and boosting activities.
• Support campaign setup, targeting, monitoring, and optimisation.
• Coordinate with creative and social media teams for campaign assets.
• Monitor campaign performance and budgets.
• Analyse key metrics such as reach, impressions, clicks, engagement, leads, and conversions.
• Prepare regular campaign performance reports.

Job Expectations

• Recommend optimisation opportunities based on campaign analytics.
• Online Reputation Management (ORM)
• Monitor online reviews, mentions, comments, and customer feedback across relevant digital platforms.
• Coordinate with internal stakeholders to develop appropriate responses to customer reviews and feedback.
• Ensure timely escalation of critical complaints and customer concerns.
• Monitor customer sentiment and identify recurring issues.
• Track brand ratings and review performance.
• Prepare periodic ORM and sentiment analysis reports.
• Support initiatives designed to improve customer perception, ratings, and overall online reputation.

Key Performance Indicators (KPIs)

• Lead routing accuracy and turnaround time
• Salesforce data accuracy and CRM hygiene
• Lead conversion and follow-up visibility
• Chatbot lead capture and engagement performance
• Marketing Cloud campaign open, click, and conversion rates
• Customer journey and automation performance
• Google Business Profile accuracy and listing health
• Pinterest reach and engagement
• Brand protection cases resolved within defined timelines
• Meta campaign ROI, CPL, CTR, and conversion performance
• Online ratings, review response time, sentiment, and resolution rate
• Timely and accurate reporting across all digital platforms

Required Skills & Competencies

• Strong hands-on knowledge of Salesforce CRM
• Experience with Salesforce Marketing Cloud and marketing automation
• Understanding of lead management, workflows, dashboards, reports, and CRM processes
• Knowledge of chatbot management and conversational AI
• Understanding of Google Business Profile management
• Experience with Meta Ads Manager and digital advertising