Customer Service Operations Director

il y a 2 semaines


Paris, Île-de-France DAZN Temps plein

Key Responsibilities:


Lead the Customer Service market agenda, driving best-in-class experiences across b2c and b2b products.


Execute the retention operations agenda, improving save rate % across the Customer base.


Manage the budget and own market KPIs and SLAs.


Deliver CS transformation and embed a new model.


Team management and work as part of a global CS 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.


Used to working in a digital world, with digital contact channels, understanding the changing face of customer expectations.


About the Role:


As our new CS Operations Manager, you'll have the opportunity to make a significant impact on our Customer Service team.


We're looking for someone who is passionate about delivering exceptional customer experiences and has a strong background in Customer Service.


In this role, you'll lead the Customer Service market agenda, driving best-in-class experiences across b2c and b2b products.


You'll also execute the retention operations agenda, improving save rate % across the Customer base.


With a strong commercial mindset, you'll be responsible for managing the budget and owning market KPIs and SLAs.


Deliver CS transformation and embed a new model, and lead a CS team, driving high performance and quality across all our contact channels and Customer touch points.


About Us:


At DAZN, we're committed to fostering an inclusive environment that values equality and diversity.


We're looking for someone who shares our values and is passionate about delivering exceptional customer experiences.


We offer a range of benefits, including competitive salary, comprehensive benefits package, and opportunities for professional growth and development.


Apply now to join our team and be part of our mission to revolutionise the sports industry.


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