Customer Delivery Manager

hace 5 meses

San José, Costa Rica Catalina Marketing A tiempo completo

**Why Catalina?** Catalina delivers omni-channel solutions to our customers with a long-standing history of rich data assets, but our _greatest _asset is our people. Our guiding principles set the stage for winning in the markets we serve, and our potential is powerful. When you join the Catalina team, you will be part of an inclusive environment that embraces flexibility, community involvement, work-life balance as well as opportunities to grow professionally.

**Our Team**

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.

**Responsibilities**

The Customer Delivery Manager (CDM) is a client-facing role that is responsible for serving as the main point of communication between Catalina’s customers, key internal business teams (primarily Sales), and our production teams of Campaign Specialists and Advertising Operations. 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. The role is focused on campaign spec collection, handoff for the execution as well as managing campaign timelines. 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:

- Manage, communicate, and monitor end-to-end campaign process, this includes, collecting program specifications and requirements so our production teams can setup the programs/products in different platforms, collaborating with the Creative Services team to request design campaign elements for our programs, requests/approvals from customers, ensure quality on our deliverables and provide handoff for execution.
- 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.
- Partner with graphic design team(s) to develop creative assets for campaign executions, 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.
- 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.
- Partner in 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.

**Qualifications**
- ** 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, Marketin

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