Nikhil Kumar Verma
Summary
Dynamic Digital Marketing Manager with a proven track record at Edmingle, enhancing brand awareness and customer engagement through innovative full-funnel strategies and SEM. Excelled in leadership as a CX Specialist Team Lead at Airbnb, fostering team growth and client satisfaction. Skilled in marketing automation and adept at driving ROI, showcasing a blend of strategic and interpersonal strengths.
Overview
11
11
years of professional experience
Work History
Digital Marketing Manager
Edmingle
01.2023 - Current
- Managing full-funnel marketing strategies to enhance awareness, consideration, and retention.
- Implemented automation setups for optimized Lead Funnels and CRM workflows .
- Deployed Chatbots (WhatsApp through Dialogflow, website via Zoho SalesIQ) for customer interaction efficiency.
- Designed marketing dashboards to analyze KPIs, improving data-driven decisions.
- Executed paid advertising campaigns across Google and Facebook, increasing ROI by X%.
- Developed and implemented successful digital marketing campaigns to drive customer engagement and increase brand awareness.
- Optimized content strategy across multiple channels to support search engine rankings, brand recognition, and user engagement goals.
- Analyzed competitor activity in the marketplace to inform adjustments in positioning, messaging, and promotional strategies.
- Developed and executed A/B testing strategies to optimize campaign performance.
- Improved page content, keyword relevancy, and branding to achieve search engine optimization goals.
- Conducted keyword research for all digital marketing channels, ensuring content aligned with user intent and search trends.
- Managed vendor relationships to ensure efficient execution of outsourced projects while maintaining high-quality deliverables within budget constraints.
- Boosted brand awareness through the creation of engaging social media campaigns.
- Collaborated with cross-functional teams to develop integrated marketing campaigns that effectively promoted products and services.
- Continuously monitored digital trends to identify new opportunities for leveraging emerging technologies in strategic marketing efforts.
- Enhanced lead generation with targeted pay-per-click advertising and optimized landing pages.
- Increased website traffic by developing and implementing a comprehensive SEO strategy.
- Developed insightful reports for senior leadership using web analytics data to inform future digital marketing decisions.
CX Specialist Team Lead
Airbnb
06.2017 - 01.2019
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Streamlined team efficiency by implementing new procedures for handling customer requests.
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Optimized scheduling processes to ensure adequate staffing levels during peak hours of operation.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Supervised large teams with guidance, support and direction for high-quality customer care.
Senior Operations Associate
American Express
02.2014 - 07.2016
- Managed Singapore Corporate Client Credit Card Applications , ensuring accuracy in document validation and application completeness.
- Communicated with clients via email and phone to streamline the application process and resolve any discrepancies efficiently.
- Joined the Implementation Team , where I was responsible for onboarding new Singapore clients, ensuring a seamless and smooth experience.
- Coordinated across internal teams and clients to expedite workflows, enhance process efficiency, and improve client satisfaction.
Education
MBA - Marketing
Liverpool John Moores University
Liverpool, United Kingdom07-2024
MBA - Business Analytics
IMT Ghaziabad
Delhi, India06-2023
PG Certification - Advance Digital Marketing & Communications
MICA
Ahmedabad, India06-2023
Skills
- Digital marketing
- SEM strategy development
- Social media management
- Content marketing strategy
- Email marketing campaigns
- Keyword research proficiency
- Google analytics proficiency
- Marketing automation tools
- Digital advertising platforms
- Conversion rate optimization
- KPI monitoring
Competitor analysis techniques
Interests
- Martech Innovations
- AI-Driven Marketing Trends
- AI Enthusiast
Tools & Platforms
Tools
- Zoho One, Dialogflow
- Canva, Figma, ChatGPT, Fraser
- Microsoft Excel, Google Sheet, Google Analytics, Search Console, Clarity, Ahref, Semrush
Platforms
- Saleshandy, Lemlist, Zoho Campaign, Sprouts
- AI-Sensy
- Google Ads, Facebook Ads, LinkedIn Ads, OTT (Jio Ads)
- Gartner, Software Suggest, G2, Techjockey, E-Learning Industry
Timeline
Digital Marketing Manager
Edmingle
01.2023 - Current
CX Specialist Team Lead
Airbnb
06.2017 - 01.2019
Senior Operations Associate
American Express
02.2014 - 07.2016
MBA - Marketing
Liverpool John Moores University
MBA - Business Analytics
IMT Ghaziabad
PG Certification - Advance Digital Marketing & Communications
MICA
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