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…