Customer Delivery Manager

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 Customer Delivery Management 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) plays a pivotal client-facing role as the primary liaison between Catalina's customers, internal teams (primarily Sales), and production teams (Campaign Specialists and Advertising Operations).

Assigned to a specific book of business, the CDM delves into understanding each customer's unique business strategy, campaign goals, and technical setup requirements across various channels, products, and services.

Focused on efficient campaign spec collection, execution handoff, and timeline management, the CDM reports to the Manager of Customer Delivery Management.

This position, governed by Costa Rican legislation, is a Position of Trust, with ultimate responsibility for translating customer needs to the team setting up campaigns in Catalina's proprietary platforms.

Ensure seamless end-to-end management and communication of the campaign process. This involves gathering program specifications and requirements to facilitate setup by production teams on various platforms.

Collaborate with the Creative Services team to secure design elements for campaigns, handle customer requests and approvals, and meticulously ensure the quality of deliverables.

Provide a smooth handoff for the execution phase.

Conduct thorough program reviews to ensure accurate collection of campaign specifications and requirements, verifying completeness, and facilitating effective communication across internal teams for seamless execution.

Act as the central point of contact for inquiries and concerns from Sales, Pre-Sales Support, and Customer Delivery teams.

Foster efficient cross-functional communication among Business Consultants, Sales, Marketing, Client Services, Ad Ops, and other relevant teams, facilitating cohesive collaboration and information sharing.

Offer expert-level knowledge and proficiency on behalf of Catalina, covering all designated accounts and relevant channels, such as in-store print campaigns, digital advertising, Place-Based Media / Digital out-of-home campaigns, and others.

Facilitate decision-making and take actions to optimize media campaigns, aligning with client-defined Key Performance Indicators (KPIs) and leveraging best practices informed by historical insights.

Take ownership of creating and delivering recommendations to enhance the value stream process, ensuring effective and efficient operations.

Serve as the primary liaison between clients and Catalina stakeholders, ensuring effective communication and understanding of customer needs.

Maintain regular communication with customers, Customer Success Managers, and Customer Delivery Campaign Specialists through various channels such as email, phone, video conferences, and in-person meetings.

Ensure alignment of campaign / program execution with customer needs, requirements, and expectations.

Enhance collaboration with external partners to optimize communication channels and streamline the efficient collection of required information for diverse channels.

Collaborate with graphic design teams to create creative assets for campaign executions, sales presentations, strategic opportunities, and client meetings.

Independently drive and implement recommendations for campaign execution best practices with flexibility.

Participate actively as a member of customer core account teams, engaging in kickoff, status calls, and other key meetings for both new and ongoing campaigns / projects as required.

Stay knowledgeable about all media campaign management tools, serving as a client consultant and knowledge resource on system capabilities and targeting functionalities to align with specific campaign objectives.

Collaborate with Commercialization and Solutions teams to define processes for executing new solutions and take ownership of managing testing and piloting of these innovations.

Collaborate in troubleshooting and escalations to address and resolve campaign execution challenges, leveraging these experiences to build subject matter expertise.

Consistently recommend and implement improvements to internal execution processes, upholding our commitment to the highest standards of quality, timeliness, and value.

Fulfill additional responsibilities as delegated by leadership to contribute to the overall success of the team and organization.

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, Marketing, Digital Marketing, Campaign Management, or related field.

Minimum 2 years of experience in digital advertising. Digital program setup, program management, design, or client relationship management.

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).

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.