Customer Service Operations Manager, DAZN
France
Live sports streaming service
Be an early applicant
Live sports streaming service
1001+ employees
Be an early applicant
1001+ employees
Company mission
DAZN's mission is to connect fans to the sports they love, their way.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
DAZN is a sports streaming subscription service providing full coverage of every game in a league, with commentary from the home country it’s being shown in.
Referred to as the "Netflix of sport", DAZN has pursued an aggressive strategy of buying up popular, undervalued sports rights and launched quickly into new markets since launching in 2016. This has meant they were able to monopolise the television rights for combat sports like boxing and NFL. They now stream nearly 1 billion hours of live sport every year.
The company is also boosted by its sizeable B2B activities, which includes providing streaming and data to other sports broadcasters, betting firms and publishers. DAZN also owns Goal.com, a football website with 100 million users, and Opta, a well-known sports analytics company.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
3% employee growth in 12 months
Company
Company benefits
- 25 days’ annual leave (increasing by 3 days after 3 years)
- Nnual performance-related bonus
- Private medical insurance
- Life assurance
- Pension contributions up to 5%
- Free access for you and one other to our workplace mental health platform app (Unmind)
- Learning and development resources
- Opportunity for flexible working
- Internal speaker series and events
Company values
- AMBITIOUS - Everyone here wants to make a big impact at a personal, company and customer level
- INVENTIVE - Pushing boundaries, never settling, always restless, always wanting more for our customers
- PASSIONATE - This means showing commitment and pride in what we do every day
- BRAVE - You need to get stuck in. Bring initiative but don’t be afraid of asking for help
- SUPPORTIVE - We look out for each other and strive for inclusion and diversity in all we do
Company HQ
Hammersmith, London, UK
Articles
Leadership
James Rushton
(Co-founder)He held leadership positions at Perform group for over 16 years
Salary benchmarks
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