Digital Operations Client Service Manager

Job Summary: The Disney Advertising Sales portfolio covers world-leading brands within The Walt Disney Company’s Media Networks segment and related IP’s. This includes family favourites Disney, Pixar, Marvel, & Lucasfilm as well as general entertainment networks ABC, Star, & FX and our iconic factual brand, National Geographic. The Digital Operations Client Service Manager is an important member of the Milan-based Italian ad sales and operations organization. We are seeking a candidate that can add extensive knowledge and acumen in media planning, campaign management, ad operations, and leadership to a client services group supporting the advertising sales team. Designed to maximize revenue, drive operational efficiency, and provide top tier sales and partner support, the Client Services team plays a vital role in reaching our targets and maintaining high standards in relationships with advertisers and agencies. The successful candidate will lead a Digital Operations Client Service supervisor to plan and execute the operational elements of the advertising campaigns we sell. It begins with pre-sale guidance and media planning, and continues through campaign set up, analysis, optimization, reporting, and invoicing, covering all forms of advertising activity across our digital properties. There will be a specific focus on video advertising within our flagship product, Disney, as well as additional digital assets: websites, apps, and social platforms. The Digital Operations Client Service Manager and its team will ensure we are providing excellent support, delivering successful campaigns, and helping our clients unlock the full potential of our brands and products. The candidate will have a strong understanding of the digital media landscape, with specific expertise in video, programmatic, and CTV advertising. They will have team management experience and a track record of campaign planning and execution for a wide variety of clients. They will be able to balance ‘in-the-weeds’ tasks with higher-level strategic planning. They will have an intrinsic desire to exceed client expectations and continually push for innovation and efficiency, while relishing the opportunity to solve problems, big or small. The Opportunity & Responsibilities: Lead 1 Digital Operations Client Service supervisor in supporting assigned salespeople and associated clients through all phases of the campaign lifecycle, from planning to invoicing Responsible for delivering successful media plans that maximize revenue Assign team workload while contributing and assisting in campaign management. Able to perform all tasks related to campaign management, specifically inventory forecasting, media plan creation, order entry, trafficking, optimizing, reporting, and invoicing. Ensure the Account Manager is fully trained on campaign execution and able to answer all related questions Act as the main point of contact for any escalations on complex challenges or requests regarding inventory, ad products, or campaigns Assist Sales, Finance, and Accounting in revenue tracking Troubleshoot and resolve ad delivery, ad quality, and technical issues, liaising with global Ad Platforms support Test potential ad tech vendor integrations and provide input on contract negotiations Ideate, implement, review, and evolve operational processes that drive quality and efficiency Analyze usage & performance of digital inventory to develop strategies & products that maximize revenue yield Manage, mentor, and develop talent, including training future hires Create and update internal documentation to explain processes and best practices Collaborate with regional teams and act as a local center of excellence for other offices across EMEA Maintain a strong understanding of TWDC’s ad tech stack and strategy, and follow industry developments The Experience We Require From You: Graduate level or equivalent experience 3 years of overall experience in the advertising sector, either publisher/agency side or in ad tech Team management experience Expert in defining and evolving processes Highly competent in forecasting, planning, trafficking, and managing ad campaigns for display and video across websites, apps, social platforms, and connected TV environments Demonstrated ability in activating campaigns, producing accurate and relevant insights, and optimizing performance Strong understanding of programmatic advertising, technologies that power it, and key vendors in the space Familiar with general data protection and privacy requirements related to digital advertising Able to represent the company in external meetings and events Media or entertainment brand experience is beneficial, as is familiarity with the processes and policies of a multinational corporation Basic expertise in order and ad management systems (eg: Google Ad Manager), ad server systems (eg: DV360), and management of Creative Tags & Tracking to support and lead the assigned team. Knowledge of VAST activation for digital campaigns and related requirements The Skills We Require From You: Highly motivated and driven problem solver Great attention to detail, organizational skills, and ability to effectively prioritize and balance multiple projects simultaneously Analytical; able to review, assess, and strategize based on the results Able to step back and look at scenarios at a macro level, solving the immediate challenge and providing long-term solutions Natural team leader and teacher, able to foster a positive, inclusive culture Motivated to lead by example and hold others accountable to high standards Comfortable working independently or collaboratively with reports, peers, and senior executives Revenue-minded, but not at the expense of our people Always focused on our guests and prioritizing the user experience Confident communicator with good presentation skills, able to speak on behalf of the team internally and externally Excited to work in a global organization with stakeholders across the world Ability to navigate the digital advertising industry and maintain relationships with publishers, broadcasters, agencies, advertisers, and tech vendors In-depth understanding of digital media and the advertising industry, particularly video and within EMEA IT savvy across core business applications and remote working tools (Outlook, Excel, PowerPoint, Slack, Zoom) This role will require you to be onsite 4 days a week. Please submit your CVs in English.