Campaign Operations Manager

Traffic management and campaign coordination

• Manages the flow of questions, change requests and other campaign requests received through Asana and Microsoft Teams, assessing each one to establish what is being asked and what it affects.

• Follows up with requesters where a request is incomplete or unclear, so that it is ready to act on when it is passed on.

• Prioritises requests and allocates them to the right agency or internal team for follow-up.

• Tracks allocated work through to completion, chasing outstanding tickets, assets and deadlines, and alerts the responsible Campaign Manager early to any risk to delivery.

• Coordinates the execution of campaign changes and optimisations agreed by Campaign Managers, so that they are delivered accurately and on time.

• Maintains accurate records of requests, decisions and status in Asana throughout the campaign lifecycle.

Support ticket triage and resolution

• Triages support tickets raised by marketing managers and agency team members, assessing the nature and urgency of each one.

• Resolves first-tier support tickets wherever possible, routes all others to the right team members with the context they need, and tracks them through to closure.

• Keeps requesters informed of progress and outcomes in writing, through Asana and Teams.

• Identifies recurring issues and uses them to inform workflow improvement recommendations.

Workflow documentation and improvement

• Documents current campaign workflows clearly and keeps that documentation up to date from dayto-day experience.

• Identifies gaps and bottlenecks in current workflow and proposes practical improvements to the Senior Campaign Manager.

Campaign quality and compliance

• Completes the pre-flight quality check for every campaign against standard requirements and industry best practices.

• Reports quality failures and near-misses openly and promptly to the Senior Campaign Manager, rather than working around them.

• Applies the campaign best-practice library, including naming conventions, tagging taxonomy and templates, consistently, and flags where guidance is missing, unclear or out of date.

• Flags any requested change that would compromise a live test, rather than absorbing it.

• Flags pacing variances or risks of over- or under-delivery that come to light through requests or tickets, refers requests with a budget impact to the responsible Campaign Manager, and complies with corporate financial and procurement procedures.

Agency and stakeholder contact

• Acts as an operational contact for media agencies, focused on chasing tickets, assets and deadlines.

• Responds to marketing managers about support requests in writing, through Asana and Teams.

• Refers briefs, relationship matters, agency performance concerns and contractual questions to the responsible Campaign Manager or Senior Campaign Manager rather than handling them directly.

• Keeps a documented record of agency instructions and approvals.

Role specific skills

• Project and process management, including planning, tracking and following through on many concurrent requests.

• Triage and prioritisation: assessing requests quickly and directing them to the right people.

• First-tier troubleshooting and practical problem solving.

• Process documentation and workflow improvement.

• Clear, concise written communication, including ticket updates, chat messages and process documentation.

• Accuracy and attention to detail when working to deadlines.

• Working within defined processes and standards, and improving them from experience.

Role specific knowledge and experience

• A minimum of 5 years of relevant experience in operational project management and/or performance marketing.

• Demonstrable experience of coordinating work and managing processes across several teams.

• Experience of triaging, prioritising and allocating requests or support tickets.

• Experience of documenting workflows and recommending improvements to them.

• Experience working to defined quality standards, checklists or best-practice frameworks, and the judgement to apply them consistently under time pressure.

• Experience working effectively with remote colleagues through written channels.

Desirable

• Experience of working with Asana and Microsoft Teams.

• Exposure to or experience of performance marketing, sufficient to understand requests and put them in the right context.

• Experience of agency management.

• Experience within a multi-market, multi-language or global organisation.

• Current platform or analytics certifications.