Marketing Engagement Analyst

Job Description

Skill required: Marketing Operations - Operations Management Designation: Marketing Engagement Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years What would you do? Help balance increased marketing complexity and diminishing marketing resources. Drive marketing performance with deep functional and technical expertise, while accelerating time-to-market and operating efficiencies at scale through Data and Technology, Next Generation Content Services, Digital Marketing Services & Customer Engagement and Media Growth Services.Role requires Digital Marketing Ads & Promotion creation/design The purpose of the role is to the delivery of outstanding customer experiences by supporting key processes, monitoring service quality, and implementing improvement initiatives. Collaborate with cross-functional teams to enhance operational efficiency, maintain high standards of customer satisfaction, and align service delivery with the organization s customer-centric strategy.An area of management concerned with designing and controlling the process of production and redesigning business operations in the production of goods or services. It involves the responsibility of ensuring that business operations are efficient in terms of using as few resources as needed and effective in terms of meeting customer requirements What are we looking for? Proficiency in customer relationship management (CRM) systems (e.g., Salesforce). Knowledge of customer service analytics and reporting tools. Familiarity with process improvement methodologies (e.g., Lean, Six Sigma). Basic understanding of digital communication tools and platforms. Competence in data analysis using Excel or similar tools. Strong interpersonal and communication skills. Customer-centric mindset with a focus on problem-solving and continuous improvement. Attention to detail and ability to manage multiple priorities effectively. Proactive approach to identifying and addressing issues. 3+ years of experience in customer service, operations, or support coordination roles. Demonstrated ability to manage customer interactions and resolve complex issues. Experience with service quality monitoring and process optimization. Background in a customer-focused role within a global or matrixed organization is a plus. Roles and Responsibilities: Act as a central point of contact for resolving customer inquiries, escalations, and feedback. Ensure timely and effective resolution of customer issues while maintaining high satisfaction levels. Track and evaluate customer service performance metrics, including response times, resolution rates, and satisfaction scores. Identify trends, gaps, and areas for improvement based on performance data. Collaborate with internal teams to streamline workflows and optimize customer support processes. Implement tools and technologies that enhance service delivery and efficiency. Support the development and deployment of initiatives to improve customer touchpoints and interactions. Gather and analyze customer feedback to inform service enhancements and initiatives. Work closely with customer experience, operations, and technology teams to ensure seamless service delivery. Provide regular updates and reports to management on customer excellence initiatives and outcomes. Ensure all customer interactions comply with company policies, service standards, and regulatory requirements. Maintain accurate records of customer interactions and resolutions for reporting and auditing purposes. Qualifications Any Graduation