Customer Delivery Manager
As the crucial link between Catalina’s internally-facing production teams in Catalina’s Customer Delivery organization and externally-facing Customer Success team in the Sales organization, the Delivery Assurance team builds strong customer relationships through our commitment to flawless campaign execution each time, every time. We work directly with both the people who create print and digital advertising campaigns on behalf of the nation’s largest CPG brands and grocery retailers and the people who bring them to life to ensure that we’re successfully and accurately executing and maximizing ROI. Ensuring quality and customer satisfaction are at the center of everything we do.
The Customer Delivery Manager (CDM) is a customer-facing role that is responsible for serving as the liaison between Catalina’s customers, key internal business teams, and our production team of Campaign Specialists. The CDM will be assigned to a specific book of business, and will be responsible for thoroughly understanding the unique business strategy/objectives, campaign goals, and technical setup requirements across all channels, products, and services used by each of their customers. Reporting to the Manager, Delivery Assurance, the CDM is ultimately responsible for translating the customer’s specific needs and requirements to the team setting up the customer’s campaigns in Catalina’s proprietary campaign management platforms. This position is considered a Position of Trust, under Costa Rican legislation.
Responsibilities will include, but are not limited to:
Serve as primary point of contact for questions and issues from Sales, Pre-Sales Support, and Customer Delivery teams.
Provide expert-level knowledge and expertise on behalf of Catalina for all assigned accounts and across all relevant channels (including in-store print campaigns, digital advertising, Place-Based Media/Digital Out of Home campaigns, and others).
Drive decision-making and actions to optimize media campaigns based on client-defined KPIs and leveraging best practices coupled with historical learnings.
Own the creation and delivery of recommendations to effectively enhance the value stream process.
Be the Voice of Partner (VOP) externally to clients and internally to Catalina stakeholders by serving as a partner knowledge source. Responsible for in-depth understanding of the customer’s strategic goals and objectives.
Communicate regularly with customers, Customer Success Managers, and Customer Delivery Campaign Specialists by email, phone, video conference, and in-person meetings to ensure campaign/program execution is in lock step with customer needs, requirements, and expectations.
Partner with graphic design team and Customer Success Managers to develop campaign executional mock-ups needed for sales presentations, strategic opportunities, and client meetings.
Work autonomously with flexibility to own recommendations for campaign execution best practices
Actively participate as member of customer core account teams, joining kickoff and status calls for new and existing campaigns/projects as well as other key calls/meetings as needed.
Manage, communicate, and monitor end-to-end process to deliver against client investment. Collect program specifications and requirements and creative requests/approvals from customers and clearly communicate all key specifics to Campaign Specialists, collaborating with Creative Services as needed to develop creative campaign elements for campaign execution.
Maintain understanding of all media campaign management tools to serve as a client consultant and knowledge resource on system and targeting capabilities to align with specific campaign objectives.
Partner with Commercialization and Solutions to define processes for executing new solutions. Own management of testing and piloting new solutions.
Lead troubleshooting and escalations to resolve campaign execution challenges and use these learning experiences to build SME knowledge.
Constantly suggest and implement improvements to internal execution processes to deliver on our commitment to the highest standards of quality, timeliness, and value.
Other duties as assigned.
EDUCATION: College degree required; marketing and business degrees preferred
EXPERIENCE: Minimum 2 years of experience in Customer Delivery, Analytics, Sales Support, Account Management, or similar role required or minimum 3 years of relevant industry experience in Promotions, Advertising, Marketing, Digital Marketing, Campaign Management, or related field.
Marketing industry background and strong understanding of marketing frameworks and tools highly preferred.
Outstanding written and verbal communication skills, including ability to persuasively serve as customer advocate and ability to translate complex technical concepts into easy-to-understand plain language.
Ability to operate under lack of direct supervision from manager
Comfortable regularly interacting with internal and external customers with poise, clarity, and professionalism.
Demonstrated agility, a continuous improvement mindset, and action-orientation
Demonstrated ability to self-motivate, multi-task in a fast-paced environment, work in teams and be flexible
Capable of handling multiple projects and deadlines and works well under pressure
Strong analytical, problem-solving skills; data analysis, brand management, and skills drawing logical conclusions based on numerical results
Cross functional collaboration and influencing skills
Must have exceptional organizational abilities, superior follow-through and be able to focus on details.
Strong proficiency with Power Point, Excel, and Word; experience using Salesforce.com a plus
Familiarity with campaign setup and execution comprised of multiple media channels
Excellent customer focus (customer orientation; responsiveness; build partnerships internally; handle difficult situations)
Results oriented (display sense of urgency and persistence until goals are met; motivated by results; apply problem-solving skills to overcome obstacles)
Innovation (create and foster change; creative problem-solving – analytic and strategic thinking; decision-making)
Exceptional personal qualities (honesty, integrity; self-confidence; maturity, manageability; thoroughness; conviction; learning; realistic)
Drive for success (entrepreneurial; display initiative; accountability/ownership)
Influence skills (persuasive; assertive; effective communicator; straightforwardness/candor)
Catalina is a recognized leader in highly targeted, personalized digital media that drives, tracks and measures sales lift for leading CPG retailers and brands. Powered by the most extensive shopper database in the world, Catalina's mobile, online and in-store networks personalize the consumer's path to purchase, delivering $7.9 billion in relevant consumer value each year. Catalina has no higher priority than ensuring the privacy and security of the data entrusted to us and maintaining the consumer trust paramount to the continued success of our business partners and Catalina. Based in St. Petersburg, FL, Catalina has operations in the United States, Europe and Japan. To learn more, please visit www.catalina.com or follow us on Twitter @Catalina.
Diversity, Inclusion + Belongingness
Catalina is committed to investing in, empowering, and retaining a more inclusive community within our company. We are dedicated to hiring and cultivating diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and a voice to be heard. Our goal is to ensure that all our talented professionals are equipped with support, resources, and the opportunity to excel.
The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform other job-related tasks other than those specifically included in this description.
All duties and responsibilities are essential job functions and requirements and are subjected to possible modification to reasonably accommodate individuals with disabilities.
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace.
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