Marketing Operations Specialist – Customer Engagement & Journey Operations
Role Overview
We are looking for a Marketing Operations Specialist to support a fast-growing customer engagement and journey orchestration ecosystem that brings together audience segmentation, lifecycle marketing, multi-channel communication workflows, personalization, reporting visibility, and campaign optimization.
This role is intended for someone who can go beyond basic campaign execution and take ownership of the full lifecycle of customer engagement operations across segmentation, journey setup, content integration, execution, QA, reporting visibility, optimization, and operational documentation.
The ideal candidate is highly structured, operationally strong, detail-oriented, and comfortable working across business, operations, data, content, and technology teams. This is a hands-on operations role for someone who understands how customer data, segmentation, journeys, channels, personalization, testing, and reporting connect together within a modern customer engagement platform.
This is not a task-taking campaign execution role and not limited to only email operations. It is best suited for someone who can connect platform capabilities with real-world customer engagement execution and operational ownership.
Key Responsibilities
End-to-end campaign and journey ownership
- Manage the end-to-end lifecycle of campaign and journey execution across audience understanding, segmentation logic, workflow configuration, content readiness, launch coordination, QA validation, and post-launch monitoring.
- Support both one-time campaigns and always-on or trigger-based customer journeys.
- Ensure campaign execution aligns with business objectives, audience targeting logic, personalization rules, and channel requirements.
- Bring a connected operational view across segmentation, journeys, testing, reporting, and optimization rather than handling execution in isolated steps.
Segmentation and audience operations
- Understand how audience segments are built and how segmentation impacts customer journeys and communication workflows.
- Work closely with data and platform teams to translate business requirements into audience and journey logic.
- Validate inclusion and exclusion criteria, trigger conditions, event-based logic, suppression rules, and personalization dependencies.
- Support scalable audience activation across lifecycle marketing and customer engagement use cases.
Journey orchestration and multi-channel execution
- Configure and support customer journey orchestration within the platform ecosystem.
- Manage trigger-based, event-based, and lifecycle-driven journeys.
- Support multi-channel customer engagement workflows across email, SMS, WhatsApp, push notifications, and other approved communication channels.
- Ensure journey flows, delays, decision branches, exits, audience movement, and personalization logic are correctly configured and validated.
- Translate campaign and use-case briefs into structured execution workflows within the platform.
Content integration and execution readiness
- Support HTML-based campaign deployment and content integration where required.
- Ensure creative assets, templates, dynamic blocks, and personalized content are correctly integrated into campaign workflows.
- Partner with business, content, and design teams to ensure communications are execution-ready.
- Understand how UI/UX, personalization, and customer communication experience affect engagement outcomes.
QA, testing, and launch readiness
- Perform detailed QA validation before campaign and journey launches.
- Validate segmentation, content rendering, personalization, links, workflow logic, timing, routing, and delivery setup.
- Coordinate launch readiness and ensure campaigns are deployed with a high degree of accuracy and operational confidence.
- Maintain repeatable QA and testing processes that improve execution quality and reduce operational risk.
Optimization and experimentation
- Support A/B testing, multivariate testing, and journey experimentation initiatives.
- Contribute ideas and recommendations for improving segmentation, journey structure, communication flow, timing, and engagement performance.
- Help identify operational and strategic optimization opportunities using platform capabilities and campaign learnings.
- Support continuous improvement initiatives across customer engagement workflows.
Reporting visibility and operational monitoring
- Maintain visibility into campaign status, launch health, operational risks, and execution progress.
- Monitor campaign performance and surface delivery issues, execution gaps, or operational bottlenecks.
- Partner with reporting and analytics teams to ensure execution and performance visibility remain aligned.
- Act as a reliable operational owner for campaign and journey tracking.
Documentation and process enablement
- Create and maintain structured documentation for campaign workflows, segmentation frameworks, journey setup processes, QA standards, and operational guidelines.
- Support development of internal and external-facing knowledge documentation where required.
- Build scalable process guides, playbooks, use-case packages, and operational best practices.
- Help strengthen and standardize the overall marketing operations model as platform adoption expands.
Cross-functional collaboration
- Work closely with business, product, operations, technology, content, and data teams.
- Translate ambiguous business requirements into structured operational execution plans.
- Coordinate dependencies, raise risks early, and maintain operational momentum across initiatives.
- Support platform adoption and operational maturity across the customer engagement ecosystem.
Required Qualifications
- 4–8+ years of experience in Marketing Operations, Campaign Operations, CRM Operations, Lifecycle Marketing, Customer Engagement Operations, or related areas.
- Hands-on experience with customer engagement, lifecycle marketing, journey orchestration, CRM, or marketing automation platforms.
- Strong understanding of audience segmentation, customer journey setup, multi-channel workflows, campaign execution, QA, and reporting dependencies.
- Experience supporting lifecycle marketing and customer engagement workflows across multiple communication channels.
- Understanding of HTML and content integration for campaign deployment.
- Familiarity with dynamic personalization, conditional content logic, and customer communication workflows.
- Strong operational discipline, attention to detail, and execution accuracy.
- Strong stakeholder coordination and communication skills.
- Comfortable operating in fast-moving environments with evolving processes and multiple dependencies.
Preferred Qualifications
- Strong hands-on experience with WebEngage is highly preferred.
- Candidates with direct experience in WebEngage segmentation, journey orchestration, event-based workflows, personalization, and multi-channel execution will be prioritized.
- Experience with customer journey platforms, CDPs, lifecycle marketing ecosystems, or customer engagement orchestration tools is strongly preferred.
- Exposure to multi-channel customer communication ecosystems including email, SMS, WhatsApp, push notifications, and paid audience workflows.
- Experience with A/B testing, multivariate testing, funnel optimization, or customer journey optimization.
- Experience working in enterprise or high-governance environments.
- Experience creating operational documentation, process frameworks, and platform playbooks.
- Platform certification or willingness to complete certification quickly.
What Success Looks Like
- Campaigns and customer journeys are executed with strong end-to-end ownership rather than fragmented handoffs.
- Segmentation, orchestration, QA, reporting, and optimization operate as one connected workflow.
- Stakeholders have a reliable operational owner who understands execution, business context, and platform capabilities.
- Customer engagement workflows become more scalable, reliable, and insight-driven over time.
- The platform ecosystem is used more effectively through stronger experimentation, operational discipline, and continuous optimization.
- Documentation, process governance, and operational visibility improve as platform adoption expands.
