Customer Account Administration Team Lead

The purpose of our CAA teams is to ensure that:

Customer and contract master data is available and accurate to secure smooth billing operations Submitted contracts are in line with internal control rules and guidelines of Criteo Our Know Your Customer Process is effective and alerts are duly escalated to the compliance officer when confirmed

CAA teams plays a critical role in client on-boarding:

• They are responsible for creation & control of the financial accounts for new advertising campaigns, which is necessary for triggering invoicing. In this respect, they are collaborating daily with Sales, Sales Support, and Finance teams.

• They are also responsible to assist Sales with the registration of Criteo into client s vendor database, solve issues related to the registration of payment methods or invoicing currency.

CAA teams are also involved in maintaining good relationships with the clients:

• By maintaining accurate information to secure billing and collection (update of PO number, Financial contact, Billing Address, etc.)

• By addressing the credit & rebill request and initiating refund requests to clear client s crediting account.

Your responsibilities:

As a Customer Account Administration Team Lead, you will be responsible for managing CAA analysts.

• Team management: Demonstrate required behaviors including anticipating recruitment needs, allocating workload between their reports to ensure efficiency and continuity of service, directing the work on business priorities, ensuring individual performance through regular 1-1s, and proactive identification of training needs

• Monitor operations performance: leverage existing operational KPIs, propose and elaborate new KPIs where needed. Ensure closing activities are performed to maximize billed revenue and litigation resolution. Prioritize requests via service request and beyond tickets

• Ensure KYC process, including IO Verification Process is well performed and that any alert raised by the contractors in charge of 1st level of KYC is duly analyzed and documented before being rejected or escalated further

• Ensure CAA analysts are well on-boarded through training delivered by process analyst, and regular follow-up Q&A sessions with Process Excellence team.

• Ensure change management plan provided by project teams fits with the operational activities and schedule of the internal teams, ensure training materials (incl. process description, desktop procedure are self-explanatory). Ensure sufficient resources are available to perform and validate UATs.

• Understand daily flow, tasks, and responsibilities of the team in such a way to be able to support the team as 2nd level of escalation towards the team and internal/external client s questions

• Ensure process guidelines/procedures are communicated with team to ensure shared knowledge and best practices

• Collaborate closely with the Head of OTC Process Excellence to prioritize the improvement/automation needs gathered from the team, internal clients, or providers, on transversal processes to maximize operational efficiency and improve client experience

• This role is based in Gurgaon, India. As this role supports our global business, work hours will be between 12:30 pm IST to 09:30 pm IST (March - October) and 1:30 PM IST to 10:30 PM IST during daylight savings (November - February).

• Fluent in English

• Previous experience in the digitalization of client s interactions is definitely a plus (i.e., self-registration, implementation of workflows to address clients request). Good communication skills, positive mindset

• Able to coach team through processes, challenges, escalations, etc.

• Proactive and with a high degree of anticipation to prevent teams from being overloaded.

• Proficient in Excel with good knowledge of SAP, Salesforce and JIRA.

• Resilient and tenacious, able to remain calm in challenging periods.

We acknowledge that many candidates may not meet every single role requirement listed above. If your experience looks a little different from our requirements but you believe that you can still bring value to the role, we d love to see your application!

Criteo is the global commerce media company that enables marketers and media owners to deliver richer consumer experiences and drive better commerce outcomes through its industry leading Commerce Media Platform.

At Criteo, our culture is as unique as it is diverse. From our offices around the world or from home, our incredible team of 3,600 Criteos collaborates to develop an open and inclusive environment. We seek to ensure that all of our workers are treated equally, and we do not tolerate discrimination based on race, gender identity, gender, sexual orientation, color, national origin, religion, age, disability, political opinion, pregnancy, migrant status, ethnicity, marital or family status, or other protected characteristics at all stages of the employment lifecycle including how we attract and recruit, through promotions, pay decisions, benefits, career progression and development. We aim to ensure employment decisions and actions are based solely on business-related considerations and not on protected characteristics. As outlined in our Code of Business Conduct and Ethics, we strictly forbid any kind of discrimination, harassment, mistreatment or bullying towards colleagues, clients, suppliers, stakeholders, shareholders, or any visitors of Criteo. All of this supports us in our mission to power the world s marketers with trusted and impactful advertising encouraging discovery, innovation and choice in an open internet.

At Criteo, we take pride in being a caring culture and are committed to providing our employees with valuable benefits that support their physical, emotional and financial wellbeing, their interests and the important life events. We aim to create a place where people can grow and learn from each other while having a meaningful impact. We want to set you up for success in your job, and an important part of that includes comprehensive perks & benefits. Benefits may vary depending on the country where you work and the nature of your employment with Criteo. When determining compensation, we carefully consider a wide range of job-related factors, including experience, knowledge, skills, education, and location. These factors can cause your compensation to vary.