Position Overview

The Assistant Manager – Digital Marketing & Contact Centre at Margadarsi will support the Department Head in implementing and managing integrated marketing and customer engagement strategies. This role combines digital marketing expertise with customer relationship management, ensuring seamless operations, team collaboration, and measurable results.

Key Responsibilities

Digital Marketing Support

• Assist in planning, executing, and monitoring digital marketing campaigns across platforms (Google Ads, Facebook, Instagram, etc.).
• Manage and optimize lead generation activities, ensuring timely follow-ups by the contact centre team.
• Oversee the creation and scheduling of social media content, ensuring alignment with brand guidelines.
• Monitor analytics tools to track campaign performance and generate insights for improvement.
• Supervise day-to-day operations of the contact centre, ensuring high-quality interactions and customer satisfaction.
• Collaborate with the team to create call scripts and responses aligned with ongoing campaigns.
• Monitor inbound and outbound call performance, providing guidance for improvements.
• Ensure customer data is accurately recorded and updated in the CRM system.
• Act as a liaison between the digital marketing and contact centre teams to ensure seamless workflows.
• Coordinate with internal departments to gather campaign requirements and feedback.
• Provide regular updates to the Department Head on team performance and campaign outcomes.
• Generate daily and weekly performance reports for campaigns and contact centre activities.
• Analyze data to identify trends, gaps, and opportunities for optimization.
• Present actionable insights to the Department Head for strategic decision-making.

Training and Development

• Support the training and onboarding of team members in digital marketing tools and CRM platforms.
• Conduct periodic skill enhancement workshops to keep the team updated on industry trends and tools.

Customer Engagement

• Monitor customer feedback and collaborate with the team to enhance service quality.
• Proactively identify and resolve customer concerns escalated from the contact centre.

Qualifications and Skills

• Education: Bachelor's degree in Marketing, Business Administration, or a related field. (MBA preferred).
• Experience: 3–5 years in digital marketing, contact centre operations, or a related role.
• Technical Skills:
• Proficiency in digital marketing tools (Google Ads, Facebook Ads, Analytics).
• Experience with CRM systems and contact centre software.
• Soft Skills:
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to multitask and work under tight deadlines.