Supports digital marketing, social media content, influencer collaborations, brand campaigns, and performance reporting across multiple channels. Manages consumer complaints and escalations, coordinates investigations and resolutions with cross-functional teams, monitors marketplace feedback, and tracks customer service KPIs. Generates insights from campaign performance, complaint trends, and consumer feedback to improve brand growth and customer experience.
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Job Description
Senior Executive – Digital MarketingThe role is responsible for supporting Content creation & Influencer marketing across brands. The individual will work closely with internal teams, agencies, and external partners to execute campaigns, manage consumer interactions, generate actionable insights, and deliver seamless marketing and consumer experience programs that support brand growthA. Digital Marketing & Media Support
•Manage social media content calendars across brands in partnership with internal teams, agencies, creators, and platform partners.
•Support development and execution of digital content strategies, brand campaigns, and always-on social media initiatives.
•Coordinate influencer and creator collaborations, including briefings, content approvals, campaign execution, and performance tracking.
•Monitor social, content, and cultural trends to identify relevant opportunities for brand engagement and content creation.
•Track campaign and content performance, derive insights, and recommend optimizations across social and digital channels.
•Support execution of digital marketing campaigns across Meta, Google, Amazon, influencer marketing, and other digital platforms.
•Prepare performance reports, campaign reviews, and leadership presentations with key insights and recommendations.
B. Customer Experience & CRM
•Manage end-to-end consumer complaint handling and resolution across Customer Care, Trade, Wellify, Medical Affairs, and E-commerce channels.
•Coordinate with Quality, Supply Chain, Medical Affairs, and other stakeholders on complaint investigations, sample retrievals, product replacements, vouchers, and timely case closures.
•Handle consumer escalations and National Consumer Helpline (NCH) complaints, ensuring closure within defined timelines and service standards.
•Monitor consumer feedback across Amazon and other marketplace platforms, proactively addressing concerns and identifying recurring issues.
•Work closely with customer care agencies to ensure effective handling of consumer queries, complaints, and escalations, while monitoring service quality and operational KPIs.
•Prepare and maintain service performance reports, complaint trackers, closure dashboards, QC sample trackers, and other operational MIS requirements.
•Generate insights from consumer feedback, complaint trends, and service metrics to support continuous improvement initiatives.
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