**Why Catalina?** Catalina delivers omni-channel managed media 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 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.
- 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.
- 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