Customer Service Operations Manager

il y a 4 semaines


Paris, Île-de-France DAZN Temps plein
Job Title: Customer Service Operations Manager

Job Summary:

We are seeking a highly skilled Customer Service Operations Manager to lead our customer service team in delivering exceptional customer experiences across our b2c and b2b products. As a key member of our global customer service team, you will be responsible for executing our customer service strategy, managing our customer service budget, and owning and managing market KPIs and SLAs.

Key Responsibilities:

* Lead the customer service market agenda, driving best-in-class customer experiences across both b2c and b2b products
* Execute the retention operations agenda, improving save rate % across our customer base
* Manage the customer service budget
* Own and manage market KPIs and SLAs
* Deliver customer service transformation and embed a new model
* Team management
* Work as part of a global customer service team
* Bring innovation and delivery e2e customer experience improvements

Requirements:

* 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

About DAZN:

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be. As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.

DAZN Values:

* Ambitious – people who want to make a big impact and drive DAZN forward
* Inventive – people with bright ideas who deliver great new experiences for our customers – and improvements for our business
* Passionate – people who are proud of our product, our content and our business – and love to shout about it
* Brave – people who take difficult decisions to help us focus on improving DAZN, our performance and our results
* Supportive – people who know that we achieve more as a team than as individuals

Equal Opportunities:

At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone.

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