Campaign & Product Support Specialist

Campaign & Product Support Specialist

Holborn, London (Hybrid working with 2 days per week in the office)

RFT

Why Catalina?

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.

Our Team

The Campaign & Product Support Specialist provides day-to-day operational support for Catalina UK’s existing clients, campaigns, campaign solutions and supporting platforms.  Acting as the central point of contact for operational and platform-related queries from internal teams, the Campaign & Product Support Specialist prioritises and triages incoming issues, investigates their underlying causes, and resolves campaign or process-related problems within their area of responsibility.

Where specialist technical input is required, the Campaign & Product Support Specialist gathers the relevant information, escalates the issue to the appropriate UK, European or global team, and coordinates it through to resolution while keeping stakeholders informed.

Working closely with Campaign Delivery, Commercial, Media Services, Technology and other operational teams, the role supports reliable business-as-usual delivery and minimises disruption to campaigns and live client activity. It also identifies recurring issues and contributes to the continuous improvement of Product Support processes, documentation, tools and overall service efficiency.

The role sits within the Product Support & Technology function as part of a three-person team, alongside the Head of Product Support & Technology and the Product Support Manager, to whom this role reports.

Key responsibilities

BAU Product Support

• 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.

Campaign Support and Issue Resolution

• 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.

Stakeholder Coordination

• 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.

Change and Project Support

• 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

Continuous Improvement and Knowledge

• 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.

Qualifications

• 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.

Core Competencies

Customer Focus - Understands the requirements of internal and external customers and provides responsive, practical and professional support.

Accountability - Takes ownership of assigned issues and actions, communicates progress clearly and follows activity through to an appropriate resolution.

Problem Solving - Uses structured analysis to identify the cause and impact of issues, resolve problems within the role’s remit and involve technical specialists when required.

Collaboration - Works effectively across teams, functions and regions to achieve shared outcomes and minimise disruption to clients and campaigns.

Prioritisation - Balances multiple demands, understands business and campaign priorities, and focuses effort on the issues with the greatest operational impact.

Continuous Improvement - Identifies recurring problems and opportunities to improve processes, guidance, quality and efficiency.

Adaptability - Responds positively to changing priorities, tools and operational requirements while maintaining a consistent level of support.

The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Other job-related tasks other than those specifically included in this description may be required.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification at any time.  Duties and responsibilities may further be modified at the company’s discretion to reasonably accommodate individuals with disabilities.

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.

This position is considered a hybrid role.

Total Rewards

Catalina offers a comprehensive suite of programs to support your health and well-being, professional goals, and financial security.

• A flexible work environment
• An environment of continuous learning and development.
• A collaborative and supportive work environment.
• Competitive base salary plus sales incentive bonus
• Competitive benefits package including:
  • 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

More About Us

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. To learn more, please visit www.catalina.com

We are committed to investing in, empowering, and retaining an inclusive community within our company. We are dedicated to hiring 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.

Catalina values your privacy and is committed to protecting your personal information. Please review our privacy policy, which provides details on how we process the data you provided for job applications.

(*) Nothing herein is intended to override the corporate separateness of local entities.  Working relationships discussed herein do not necessarily represent a reporting connection, but may reflect a functional guidance, stewardship, or service relationship.  Catalina Marketing Corporation has numerous affiliates, many with names that include Catalina or Catalina Marketing.  For convenience and simplicity, those terms and terms like corporation, company, our, we and its are sometimes used as abbreviated references to specific affiliates or affiliate groups.  Abbreviated references describing global or regional operational organizations and global or regional business lines are also sometimes used for convenience and simplicity.