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About the Role
Provides day-to-day operational support for existing clients, campaigns, campaign solutions, and supporting platforms. Acts as a central point of contact for operational and platform-related queries, prioritizing and triaging issues, investigating causes, and resolving problems. Escalates technical issues and coordinates them through to resolution, keeping stakeholders informed. Supports business-as-usual delivery, minimizes disruption, and identifies recurring issues for continuous improvement.
Responsibilities
- Provide responsive day-to-day support for existing UK clients, products, campaign solutions and operational tools.
- Receive, assess and prioritise support requests based on their urgency, business impact and campaign-delivery risk.
- Investigate and resolve campaign setup, configuration and process-related issues within the scope of the role.
- Coordinate and escalate platform or technical issues to the appropriate Technology, European or global support teams.
- Maintain ownership and oversight of escalated issues through to resolution, ensuring actions and dependencies are understood.
- Provide stakeholders with clear and timely updates on issue status, risks, actions and expected next steps.
- Maintain accurate support records and identify recurring issues or trends requiring further investigation.
- Act as a key Product Support contact for campaign-related queries and issues affecting existing clients and solutions.
- Support Campaign Delivery and Media Services teams with CMP campaign setup, troubleshooting and issue resolution.
- Provide pre-campaign guidance to support accurate setup and reduce avoidable delivery issues.
- Work with relevant teams to minimise campaign disruption, delays and associated commercial risk.
- Capture lessons from campaign issues and apply them to future guidance, processes and training.
- Support the Commercial team with product, process and campaign-delivery expertise where required.
- Build effective working relationships across Campaign Delivery, Commercial, Media Services, Technology and Operations.
- Coordinate activity between business and technical teams to support efficient issue investigation and resolution.
- Work with Product Support and operational teams in other Catalina markets to share knowledge and resolve cross-market issues where required.
- Communicate technical or operational information clearly and appropriately for different audiences.
- Escalate critical or high-impact issues through the Product Support Manager, UK and, where appropriate, to the Head of Product Support and Technology.
- Contribute to ad hoc projects and operational change activity where Product Support input is required.
- Provide operational requirements, campaign knowledge and support considerations to project teams.
- Support testing, process validation, documentation and implementation activities where relevant.
- Communicate project actions, risks and dependencies to the appropriate stakeholders.
- Support changes to existing tools, solutions and operational processes.
- Identify opportunities to improve support quality, response times, operational efficiency and campaign-delivery processes.
- Analyse recurring support issues and recommend preventative actions or longer-term improvements.
- Create and maintain support procedures, troubleshooting guidance and knowledge materials.
- Share knowledge with Product Support colleagues to strengthen team capability and reduce single points of dependency.
- Contribute to quality-control and efficiency initiatives within the Product Support remit.
- Provide informal guidance and mentoring to colleagues where appropriate.
Requirements
- Experience in a product support, campaign operations, service support or similar operational role.
- Strong problem-solving and troubleshooting skills, with the ability to distinguish between campaign process issues and technical platform issues.
- Ability to assess business impact, prioritise competing support requests and manage issues through to resolution.
- Strong written and verbal communication skills, including the ability to provide clear updates to technical and non-technical stakeholders.
- Effective stakeholder-management and coordination skills.
- Strong organisational skills and the ability to manage multiple priorities and deadlines.
- High attention to detail and a commitment to quality.
- Confidence using Microsoft Teams and Microsoft Office, particularly Excel.
Skills
- Customer Focus
- Accountability
- Problem Solving
- Collaboration
- Prioritisation
- Continuous Improvement
- Adaptability
- Microsoft Teams
- Microsoft Office
- Excel
Location
- Holborn, London
Work Type
- Hybrid working
- Full-time
Experience Level
- Mid-level
Salary/Compensations
- Competitive base salary plus sales incentive bonus
Benefits
- A flexible work environment
- An environment of continuous learning and development.
- A collaborative and supportive work environment.
- Contributory pension scheme
- Private medical insurance
- Life insurance
- Permanent Health Insurance
- 24 days holiday excluding bank holidays, plus birthday day off
- Cycle2work
- Retail savings platform
- Employee Assistance Program
About the Company
- Catalina UK is the leading multi-channel shopper activation business and has created a Retail Centre of Excellence which has consistently been awarded one of the UK’s ‘Great Places to Work’.
- We are passionate about transforming data into insights, and insights into action through a seamless consumer experience that drives results for our Retail customers and their CPG partners.
- Our sole mission is to convert shoppers into buyers, and buyers into loyal fans so that we are the UK Retailers’ partner of choice for shopper engagement and loyalty.
- Catalina is a recognized leader in shopper intelligence and precisely targeted in-store and digital media that personalizes the shopper journey.
- Powered by an unrivaled real-time shopper database and AI-optimized data science, Catalina helps retailers, CPG brands and agencies optimize every stage of media planning, execution and measurement to deliver results for our customers.
- Catalina has no higher priority than ensuring the privacy and security of the data entrusted to the company and maintaining consumer trust.
- Catalina has operations in the United States, Costa Rica, and Europe.
Equal Opportunity
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, citizenship status, protected veteran status, genetic information, or physical or mental disability.