Operations Engagement Specialist

Purpose of the job 

The Engagement Operations Specialist is the central heartbeat of the Customer Engagement team. You will coordinate the end-to-end lifecycle of customer-facing activities—including Retail Media, Loyalty, and Marketing campaigns—ensuring every project is briefed correctly, prioritized strategically, and delivered on time while balancing business urgency with technical capacity.

Key Responsibilities

• DM Campaign Traffic & Calendar Coordination: Manage the master calendar to balance marketing, brand, loyalty, and retail media sends to prevent customer fatigue and to ensure that campaigns launch on schedule.

• Stakeholder Negotiation & Gatekeeping: Evaluate incoming requests and manage team capacity through strategic prioritization.

• Workflow Optimization: Reduce "Brief-to-Live date" time by eliminating process bottlenecks through the full team usage of the chosen project management tools.

• Asset Coordination: Ensure technical readiness by scoping requirements and ensuring zero jobs start without full approval and correct assets.

• Budget Stewardship: Track campaign spend and support Retail Media and Marketing partners execution.

Required Knowledge, Skills and Competencies

• Bachelor’s Degree or Diploma in Project Management, Marketing, or Business Administration.

• A professional Certification in PMP, CAPM, or Agile/Scrum certification (Highly Advantageous).

• 5–8 years of experience in Traffic Management, Project Management, or Operations, preferably within an Advertising Agency or high-volume Retail environment.

• Advanced proficiency in project management tools like Monday.com, Asana, or Jira.

• Retail Calendar Literacy: Deep understanding of retail industry (Back to School, Black Friday, Festive) and the associated pressure on lead times.

• MarTech Awareness: Foundational understanding of the Salesforce ecosystem (Marketing Cloud/Data Cloud) to understand technical dependencies.

• Negotiation & Conflict Resolution: Ability to remain "firm but fair" when managing competing campaign and insight priorities.

• Process Mapping: Skill in designing and documenting Standard Operating Procedures (SOPs) for workflow efficiency.

• Resource Planning: Ability to forecast team capacity and identify when external "flex" resources are required.

Competencies: Devotion to quality; Negotiating; Performing under pressure; Planning; Structuring; Stress Resistance and Listing Skills