Customer Science - Tracking Delivery Manager

Business Unit
:
Customer Science:
We help brands to get a deeper understanding of their customers and uncover opportunities for more personalised experiences.
Team
:
Analytics Reporting to
:
Head of Tracking & Measurement Location
:
London/Hybrid – 2 days in office minimum

ABOUT:

GAIN is a creative-led, insight-driven company that blends data, tech and creativity. We believe the best ideas emerge where intelligence and creativity unite, where insight sparks imagination, and where innovation turns possibility into progress.

We are explorers of new frontiers, shaping bold strategies that move people, brands, and businesses forward. Individually and together, our specialist teams provide the vision, data, and confidence brands and organisations need to make braver, more impactful decisions.

Today as GAIN, we work as a united force, using data to fuel creativity, and technology to unlock new possibilities. As imagineers we don’t just embrace innovation – we engineer it, transforming information into action, and ideas into breakthroughs.

This is where rebel thinking, smart technology, and data-driven creativity shape the future. Through our five specialist teams:
Creative Studio, Conversion, Customer Science, Experience and Performance. Individually, and together, we work to fuel your growth, and deliver measurable impact.

THE ROLE:

We are seeking a tag management specialist to join our Data and Analytics team. The candidate will lead a team of tracking / tag management specialists, ensuring tracking projects are delivered accurately, on time, and in line with client objectives.

Working closely with their team of tracking engineers, the delivery manager will be responsible for overseeing the design, deployment, and maintenance of web tracking and tag management solutions for a broad range of customers across a variety of industries. They will demonstrate an impeccable attention to detail and deliver highly accurate and reliable tracking solutions across web and app properties.

RESPONSIBILITIES:

Project & Delivery Management

• Scope and estimate tracking and measurement projects.
• Audit and evaluate existing tracking infrastructure, describing and explaining issues in thorough detail through documentation and in client calls.
• Design highly efficient and accurate tracking infrastructure through the creation of detailed measurement plans, and explain these plans to clients (many of which may not have a technical knowledge of tracking solutions).
• Identify, diagnose, and solve tracking problems across a broad range of platforms.
• Organise and prioritise workloads in coordination with the Project Management team.
• Maintain project plans, delivery schedules, and dependency maps.
• Manage issue escalation and resolution paths.
• Support QA coordination and ensure accurate implementation before sign-off.
• Facilitate handoffs between technical, data, and client teams.
• Work collaboratively with Head of Tracking & Measurement to optimise delivery processes and improve service offering.

Client & Stakeholder Management

• Serve as the primary technical contact for clients, building strong, lasting partnerships
• Lead regular client calls, communicating progress and results.
• Clarify briefs, requirements, and expected outcomes with clients and internal teams.
• Clearly communicate project status, blockers, decisions, and delivery timelines to stakeholders and internal teams.
• Support account growth through excellent service, delivery, and insight.

Documentation & Process

• Produce Statements of Work, technical documentation, and progress reports.
• Document implementation plans, tracking specs, and change requests.
• Maintain structured records of decisions, risks, dependencies, and test outcomes.
• Contribute to process improvement.

Essential

• 3 + years experience in a tracking-specific role (agency experience preferred)
• Proven track record of designing, building, maintaining, and evaluating complex tracking solutions across web and app properties via GTM.
• Excellent problem-solving and debugging skills
• Exemplary communication & language skills.
• Comfortable translating technical concepts into business language.
• Strong organisational skills and ability to prioritise under…