Operations Engagement Specialist (Northern Suburbs (Cape) at PEP

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.


Requirements
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