Malad, Mumbai |   500000 - 800000 P.A.

3+ years

Job Description:   

We are seeking a dynamic and experienced professional for the position of Manager – Marketing & Customer Service, who has prior experience working with the European market. This role demands a proactive leader who can manage customer service operations, drive marketing strategies, lead a team, and optimize digital presence to grow and retain our customer base.

Key Responsibilities:

1. Marketing & Promotions

• Develop and execute marketing strategies tailored to European customer preferences.

• Plan, create, and manage seasonal promotional offers on the website with a strong ROI focus.

• Identify and implement strategies to attract new customers and retain existing ones.

• Collaborate with graphic and content teams to create engaging campaigns.

• Monitor and analyse campaign performance and adjust strategies accordingly.

2. Digital & Website Management

• Oversee website development and updates to ensure smooth functionality, aesthetic appeal, and customer-friendly UX.

• Coordinate with web developers/designers to ensure product listings, banners, offers, and user journeys are well-optimized.

• Ensure SEO best practices are applied for increased visibility.

3. Customer Service Oversight

• Manage customer service operations with a focus on European market standards and expectations.

• Monitor response times, resolution rates, and customer satisfaction metrics.

• Handle escalations and ensure timely, professional resolution of issues.

4. Team Leadership

• Lead and manage a customer service and marketing team with a focus on performance, efficiency, and motivation.

• Conduct regular training and performance reviews.

• Create shift schedules and ensure adequate coverage during all hours of operation.

5. Market Insights & Reporting

• Stay updated with trends in the European eCommerce and service landscape.

• Prepare monthly performance reports across marketing, service, and website traffic metrics.

• Provide data-driven insights to management for growth strategies.

Requirements:

• 3–6 years of experience in marketing and customer service, preferably in European markets.

• Proven experience in team handling and leadership roles.

• Strong understanding of digital marketing tools, analytics platforms (Google Analytics, Meta Ads Manager, etc.), and CRM systems.

• Experience in eCommerce website management and promotional planning.

• Excellent verbal and written communication skills in English.

• Strong organizational, multitasking, and decision-making skills.

• Ability to work in rotational shifts and manage cross-functional teams effectively.

Preferred Qualifications:

• Bachelor’s or master’s degree in marketing, Business Administration, or a related field.

• Certifications in Digital Marketing or Project Management are a plus.

• Experience with India Mart, WordPress, WooCommerce, or similar platforms.

Qualification: Bachelor’s or master’s degree in marketing, Business Administration, or a related field

Keyskills:   marketing, customer service

Please note - due to the number of applications we receive, we will only be able to respond to successful candidates.