Campaign Operations Manager

HRSPL is looking for Campaign Operations Manager for one of its leading client.

Main Accountabilities

1. 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.

2. 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.

3. Workflow Documentation and Improvement

• Documents current campaign workflows clearly and keeps that documentation up to date from day-to-day experience.
• Identifies gaps and bottlenecks in current workflow and proposes practical improvements to the Senior Campaign Manager.

4. 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naming conventions, tagging taxonomy and templates, consistently, and flags where guidance is missing, unclear or out of date.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.

5. 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

Minimum / Essential

• 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
  
  Education
  Degree or professional qualification in marketing, communications or business, or demonstrable level of equivalent experience.