Catalina’s personalized digital media connects shoppers to the brands we know they want. We do this by delivering only the most relevant ads and offers from their home to the aisle. With the world’s largest shopper purchase history database driving personalized media across our networks, Catalina drives lift and loyalty for the world’s leading retailers and CPG brands. We target consumers with the right behavior-based message when it’s most impactful via the channel that’s most likely to reach them — digital or in the store.
The Director, IT / Operations – UK reports to the VP Global Network Services Operations. In this role, the Director will lead a team to ensure that the Catalina Network in our UK retailer clients remains fully operational around the clock and able to deliver targeted promotions to consumers whenever and wherever they shop. Value delivered by this team includes testing and piloting new software, products and solutions, integrating new digital solutions and partnering with retailers on POS upgrades and enhancements. This team also successfully monitors all aspects of the network and provides proactive and responsive support solutions to ensure we reach every consumer possible with the most compelling and relevant offers possible.
Core responsibilities include for all aspects of Catalina’s client support structure including Help Desk, in-store technical support and equipment repair leading and directing Catalina employees and managing 3rd party suppliers.
The Director is also responsible for managing relationships with Sales and functional leadership internally and at the client level, navigating client Operations and IT organizations, supporting the launch of products and solutions, ensuring high levels of Catalina network operability, managing retailer and company initiatives, and being accountable for many aspects of retailer’s customer experience.
The Director, IT / Operations – UK will lead a diverse team of local associates focused on the execution of all products and services across Catalina’s UK retailer and partner base. Products and services include, but are not limited to in-store network, My Favorite Deals, Digital Load to Card and other digital product offerings.
Other key areas of leadership include:
Development of cross-functional relationships with Catalina’s executive leadership teams to ensure the alignment of strategic goals and success of the IT / Operations organization.
Become a subject matter expert and a trusted advisor to all key stakeholder groups on all elements of in-store network operations.
Ability to resolve matters rapidly pertaining to quality and customer satisfaction as a part of the UK market team.
Embrace and cultivate a continuous improvement mindset to ensure that the team, tools, and processes are supporting and enabling Catalina’s growth.
Contribute to an inspiring team environment with an open communication culture.
Be a change leader who leads by example exhibiting Catalina’s values and behaviors within daily work.
Establishes team performance standards in alignment with Catalina’s high-performance culture.
WHAT YOU WILL BE DOING
Partner with UK leadership team and Product/Solutions teams on the development and execution of client relationship, product integration and support strategies
Set strategic direction for the UK IT / Operations Team to ensure alignment with Catalina’s UK market goals and objectives
Provide exceptional customer service by partnering closely with global support functions to identify and quickly resolve complex retailer or partner issues
Pro-actively identify opportunities that drive further value to the client relationship.
Lead, develop and manage a diverse, high performing team that flawlessly executes deployments and initiatives at Catalina’s retailer and partner base while ensuring the highest levels of quality, accuracy, customer focus and system operability
Lead by example and foster strong cross-functional relationships between all members of the team and regional and functional areas
Establish supplier strategy, set aggressive targets and manage performance for all Catalina suppliers (in-store technical support and repair).
Oversee supplier implementation of new store installations, equipment expansions or de-installations
Monitor and control inventory levels on all consumable items needed for daily network operations
Monitor and meet requirements on retailer-specific SLAs
Collaborate with Global Sourcing to provide input and execute contracts and SOWs with Suppliers
Monitor and drive continuous improvement on all Customer and Operational KPIs. Deliver year over year improvements and achieve annual quality, cost and productivity targets
Develop and maintain project plans for all retailer initiatives
Provide timely communication and feedback to UK Leadership, Operations, European Technology and Product teams the status of all retailer-specific initiative and deployments.
Collect, analyze and organize data into actionable next steps for internal teams and retail customers
Manage and control country Opex and Capex budgets as defined by Global Network Services Operations VP, delivering at or below budget commitments. Manage budget risk as needed to achieve quarterly and annual targets.
Perform additional stretch projects as defined by Global Operations leadership
WHAT YOU BRING TO THE TEAM
Bachelor’s Degree in Business, IT or Operations Management or related is required.
Minimum of 8 years related business experience, of which 5 years is experience in Operations Management. Grocery, Drug or Mass Merchandiser retail industry preferred.
Proven people leadership experience required.
Minimum of 2 years of experience in omni-channel marketing technology and services preferred
Six Sigma Green Belt or Lean Certification preferred
ADDITIONAL PREFERRED SKILLS
Exceptional change leadership skills; ability to affect the speed of transformational change required by the organization to meet our goals
Excellent customer-facing skills; ability to empathize with customer challenges and help prioritize the work to optimize the customer experience
Excellent verbal and written communication, organizational, multi-tasking, attention to detail, and problem-solving skills.
Exceptional presentation skills; confident delivery of ideas and recommendations at C-level.
Ability to independently organize & prioritize workload in a fast-paced environment to meet deadlines.
Collaborative servant-leader who embraces innovation and diversity of thought.
Proven capabilities to work cross-functionally with multiple stakeholders to drive desired outcomes.
CATALINA’S CORE VALUES (REQUIRED FOR THIS JOB)
Be a trusted partner : Act with integrity and positive intent
Focus on the customer: Keep the needs of both internal and external customers as well as consumers front and center
Act like an owner: Think holistically about how your role helps fulfill our Mission
Be innovative: Share and scale the best ideas regardless of origin
Strive for simplicity: Add meaning and eliminate complexity
Value personal and professional growth: Contribute to an environment that enables individual, team and organizational success