Cs Operations Manager
Il y a 3 mois
What's your new role about?
Disrupting an industry isn't easy DAZN is playing more hours of live sports than any other company anywhere in the world
As we bring new ideas to market and evolve our product, it's essential that we execute to a high standard in Customer Services and evolve our model in service to look after our fans.
You will lead the market CS agenda, working closely with senior leadership and global CS team to deliver a best-in-class Customer experience across b2c and b2b products (Ligue 1, Betclic Elite, MMA, Boxing, WUCL,).You will be responsible for KPI's / sla performance, CS team management and the execution of the local market CS operating model. Stakeholder management will be key, as you look to manage, engage and work across various areas in the business from product, marketing, sales, operations, incident management and central global team.
You will focus on the end-to-end Customer experience, be data centric and pro-active in the service you expect to provide to Customers. You will have a background in looking at contact drivers, innovating solutions to manage demand, improve the service experience and drive retention via service. Experience in omni channel operations is essential, with a digital first approach to CS.
You will manage and lead a CS team, driving high performance and quality across all our contact channels and Customer touch points. Customer lifetime value and retention will be key in supporting our commercial strategy. You will be part of a global CS team, driving local market CS agenda and sharing best practices and aligning to global consistency as we look to provide a global world class experience to our fans.
Welcome to DAZN, the world's leading live OTT sports service.
This role is based in France.
As our new CS Operations Manager you'll have the opportunity to:
- Lead the CS market agenda driving best in class CS experiences across both b2c and b2b products
- Execute the retention operations agenda, improving save rate % across Customer base
- Manage the budget
- Own and manage market KPI's and SLA's
- Deliver CS transformation and embed a new model
- Team management
- Work as part of a global CS team
- Bring innovation and delivery e2e customer experience improvements
You'll be set up for success if you have:
- 5+ years in Customer Services at a senior level
- Can speak market language French + English
- Customer journey focused - e2e
- Commercial mindset - retention / sales through service ( upsell / cross sell )
- Data / insight driven
- Zendesk knowledge plus additional knowledge in the area of CRM/call centre software is an advantage
- Excellent stakeholder management skills - CEO to agent level
- Quality focused
- Contact driver focused
- Worked with different countries and understand how local market nuances impact CS quality
- Used to working in a digital world, with digital contact channels, understanding the changing face of customer expectations
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