Customer Service Operations Manager
il y a 2 semaines
DAZN is revolutionizing the sports industry by delivering more live sports hours than any other company worldwide. As we continue to innovate and evolve our product, it's essential to execute customer service to a high standard and adapt our model to meet the needs of our fans.
This role is a key part of our customer service team, responsible for leading the market CS agenda and working closely with senior leadership and the global CS team to deliver a best-in-class customer experience across both B2C and B2B products.
The ideal candidate will have a strong background in customer service, with experience in managing KPIs, SLAs, and customer journey improvements. They will be data-driven, proactive, and have excellent stakeholder management skills.
Key responsibilities include:
- Leading the CS market agenda and driving best-in-class customer experiences
- Executing the retention operations agenda and improving save rates across the customer base
- Managing the budget and owning market KPIs and SLAs
- Delivering CS transformation and embedding a new model
- Team management and working as part of a global CS team
We're looking for a talented individual who can bring innovation and delivery to end-to-end customer experience improvements. If you have a commercial mindset, are customer journey-focused, and have experience with CRM and call center software, we'd love to hear from you.
This role is based in France and offers a unique opportunity to work with a global sports leader. If you're passionate about customer service and want to be part of a dynamic team, apply now.
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