store manager

Job Title: Marketing Executive

Location: Baner, Pune

Work Mode: Work from Office

Experience: 1–3 Years

About the Role

We are looking for a dynamic Marketing Executive to join our team and drive brand visibility, lead generation, and digital presence for our IT services. The ideal candidate should have hands-on experience in digital marketing, social media management, SEO, and IT service marketing, with the ability to create and execute effective campaigns.

A background in IT services or product engineering services is mandatory, with an understanding of international market dynamics, specifically targeting Germany, Netherlands, Belgium, Luxembourg, the UK, and India.

Key Responsibilities

• Plan and execute digital marketing campaigns across SEO, SEM, email marketing, and social media platforms.
• Manage and grow the company’s presence on LinkedIn, Instagram, and Facebook.
• Generate and nurture B2B leads using CRM and automation tools.
• Develop engaging content for blogs, case studies, newsletters, and presentations.
• Conduct market research and competitor analysis to identify trends and opportunities.
• Measure, track, and report campaign performance using analytics tools (Google Analytics, SEMrush, etc.).
• Create and manage marketing collateral (brochures, decks, proposals) to support the sales team.
• Collaborate with the business development and technical teams to align marketing strategies with company goals.
• Participate in planning and executing webinars, events, and IT industry expos.

Required Skills & Qualifications

• Bachelor’s degree in Marketing, Business, or a related field.
• 2–3 years of experience in digital marketing, preferably in the IT services industry.
• Proficiency in SEO, SEM, and social media marketing.
• Hands-on experience with tools like Google Analytics, Search Console, SEMrush, Ahrefs, HubSpot, or Zoho CRM.
• Strong communication, content writing, and presentation skills.
• Ability to multitask and manage multiple campaigns simultaneously.
• Creative thinking with an analytical approach to problem-solving.
• Preferred background: Experience in IT services or product engineering services with exposure to European markets (Germany, Netherlands, Belgium, Luxembourg, UK) and India

REVIEW CRITERIA:

MANDATORY:

• Strong Technical Support Leader profile
• Must come from SaaS / Enterprise Product companies (preferably high-scale transactional platforms)
• 12+ years of experience in Technical Support / Application Support, with minimum 6–7 years leading L3 or escalations teams
• Proven experience handling customer escalations, Root Cause Analysis (RCA), incident ownership, and cross-functional resolution with Product & Engineering teams
• Experience managing L3 Support teams of ~20+ members, including mentoring, workload planning, shift governance, and performance management
• Hands-on understanding of: Databases ( PostgreSQL / SQL), Middleware / Servers (JBoss, Tomcat, IIS, Nginx, Apache) and Operating Systems like Linux, Unix, Windows
• Effectively coordinate with architects and engineering heads
• Strong capability in SLA management, ticket lifecycle governance, escalations process setup, and support dashboards/reporting
• Working knowledge of Freshdesk / Jira / ServiceNow or equivalent enterprise ticketing platforms
• Excellent communication, customer handling, crisis de-escalation, and ability to simplify technical details for leadership

PREFERRED:

• Experience supporting platforms in Retail Tech, ERP, Telecom, Hospitality, EdTech, or similar high-scale industries

ROLES AND RESPONSIBILITIES:

As the G1 Head of Technical Support, you will be the central force ensuring an exceptional post-go-live technical experience across the company suite. You’ll oversee L3 support operations across all products, manage customer escalations, drive cross-team resolution, and build processes for visibility, accountability, and continuous improvement. This is a cross-functional, high-impact leadership role, working across engineering, QA, DevOps, customer support, and product teams to ensure that every issue is tracked, resolved, and learned from—within SLA and with a customer-first mindset.

YOU WILL-

Incident & Ticket Management:

• Own end-to-end L3 technical support governance across company products (ERP, POS,OMS, etc.)
• Ensure customer issues are responded to and resolved within defined SLAs
• Drive prioritization, root cause resolution, and engineering coordination across product teams
• Personally manage and de-escalate high-severity issues with customers and internal teams

Process & Metrics Ownership:

• Define, track, and optimize support processes, SLAs, escalation workflows, and ticket lifecycle practices
• Build dashboards for SLA adherence, issue aging, bug trends, defect density, etc.
• Establish strong feedback loops to engineering/product based on recurring issues

RCA & Knowledge Management:

• Ensure timely Root Cause Analysis (RCAs) for all S1/S2 issues with actionable insights
• Lead trend analysis to preempt issues and recommend long-term fixes or product hardening
• Build and maintain a knowledge base to improve internal resolution efficiency

Customer Interaction:

• Engage with enterprise customers on complex or long-running tickets
• Serve as a trusted escalation point for strategic clients
• Collaborate with Customer Success and Implementation teams for seamless client experience

Collaboration & Leadership:

• Coordinate with Product Architects and Engineering Heads to ensure ticket resolution
• Build and mentor a lean L3 support team or tiger squads when required
• Drive a culture of accountability, learning, and proactiveness in technical support

IDEAL CANDIDATE:

• 11+ years of experience in technical support or L3 support leadership roles in SaaS or high- scale enterprise products
• Strong experience handling customer escalations, RCAs, and cross-team ticket resolution
• Solid technical background (understanding of APIs, microservices, database queries, logs, debugging)
• Expertise in support tooling: Freshdesk, Jira, ServiceNow, etc.
• Excellent communication skills—able to speak fluently with both customers and engineers
• Data-driven mindset for reporting, insights, and stakeholder updates
• Experience working in retail tech, ERP, or platform businesses is a big plus

PERKS, BENEFITS AND WORK CULTURE:

• Comprehensive health insurance coverage.
• Excellent rewards and recognition policy.
• Transparent compensation policy with no unnecessary deduction in CTC.
• Annual company off-site and a variety of events, celebrations throughout the year.
• Travelling opportunities between our offices across the country.
• Annual company walkathon & related sporting events.
• Quarterly Coffee with CEO.

Roles & Responsibilities

• Curate accurate and compelling product listings for the brand’s website & marketplaces like Amazon, Flipkart, Pepperfry, etc.
• Collaborate with teams to gather and update product information.
• Maintain consistent catalog formatting and apply SEO practices depending on type of platform.
• Be proactive in analyzing listing performance and identifying enhancement opportunities.
• Maintain the upload TAT target.
• Participate in the identification and correction of product errors and investigate catalog-related complaints.
• Coordinate with internal teams to ensure accurate and timely listings.
• Contribute information, ideas, and research to help develop and improve the quality of listings.
• Stay updated on industry trends and implement best practices.

Requirements:

• Proven catalog management expertise.
• Minimum 1-year experience in Amazon & Flipkart listing .
• Any Graduate Degree.
• Familiarity with e-commerce platforms and cataloging.
• Strong organizational and communication skills.
• Problem-solving with adaptability.
• Excellent interpersonal communication skills.
• Good excel knowledge.
• A keen interest in and knowledge of Sleep Solution related brands.
• A keen eye for details.
• Previous e-commerce experience is a plus.

What's in it for you?

- You get to drive the D2C revolution in India.

- Opportunity for professional growth.

- Direct exposure to running a business.

- Great peers, you can learn from.

- A chance to join a collaborative and dynamic team dedicated to enhancing the customer experience.

What will you do?

• Develop IP-based communication platforms like video conferencing, IM, etc., new user-facing features, and enhance our main front-end platforms.
• Develop specifications and designs for complex applications or modify/maintain complex existing applications.
• Ensure the technical feasibility of UI/UX designs, and Optimize applications for maximum speed and scalability.
• Write clean, high-performance, maintainable code and generate automated unit, regression and integration tests.
• Collaborate with multi-functional teams including mobile developers to deliver a great product experience for Houm consumers.

Skill Sets

• 5 to 6 years of hands-on industry experience in core front-end web development using Angular 9. x.
• 4 to 5 years of hands-on industry experience in real-time web application development using Socket.IO
• Strong knowledge of bi-directional communication between web clients and servers, design principles, multithreading, design patterns, and best practices behind a scalable application and ability to implement automated testing platforms and unit tests.
• Experience with one or more of the following domains: real-time collaboration application development, real-time multimedia communication application development, SIP application development, or Instant messaging (IM) application development.
• Good understanding of asynchronous request handling, prototype inheritance, composition, partial page updates, and application rendering behaviour and performance.
• Proficient understanding of cross-platform compatibility issues and ways to work around such issues, code versioning tools such as Github.
• Experience with distributed memory caching systems, and web-socket communications such as Redis or Memcached.
• Working experience in cloud environments, and any NoSQL databases like Redis, DynamoDB, Cassandra etc.

Discover a virtual world of possibilities where technology meets imagination and experts are designing Innovative, Interactive and Immersive solutions.

Desired Candidate Profile

• Execute and manage the company’s brand strategy as well as corresponding brand elements in order to maximize the brand’s equity
• Responsible for the creation and placement of advertising that is in support of the business’s initiatives through media planning, creative development, metrics, market research, and vendor management.
• Drive programs and projects across the various customer touch points to drive customer consideration and trust for our products
• Execute aggressive multi-channel marketing plans to drive customer acquisition and retention
• Take ownership of the brands voice by defining guidelines and best practices across products and platforms
• Work with digital teams to create digital first assets that can help drive acquisition & engagement
• Establish metrics for the purpose of measuring campaign effectiveness against KPI’s.
• The role will report to the Head of Brand marketing

Key skills

• Customer Centricity
• Innovative and creative thought process
• Analytical
• Exposure to Brand Communication and Media Planning
• Prior experience in an internet/digital company, or managing digital first brands is preferred

Industry we can Look at: FMCG/ Consumer Durable/Retail or any B2C

Based Location: Bangalore (work from Office)