About the company
My client is a leading all in one sports digital channels network with presence globally and covers some of the major sporting events with millions of subscribers. As part of their continuous mission to ensure subscriber satisfaction and experience , they are looking for a dynamic candidate to join their regional team in this fast moving digital media environment.
About the job
Reporting to the Head of Subscriber Experience , your responsibilities include
...
- To strategize and work closely with senior management to ensure highest user satisfactions and balancing operations efficiency across all APAC region
- To keep in touch with latest digital media trends such as video streaming , webcasted mobile, cost process optimization and process enhancement to ensure continuous improvement and maintaining user satisfaction
- Managing and leading CX team to manage end-end subscriber satisfaction and constantly be alert to potential troubleshoot areas and working closely with cross functional team to resolve and improve product features and processes
- Ensure close collaboration with internal team such as product development and marketing to be align in terms of overall organizational”s objectives and delivering marketing campaigns , subscription promotions etc
- To take the lead in all digital product user experience report definitions, measurement, collection and analysis of customer behavior and user journey and business services across our digital products to improve product experience and drive revenue.
- Ensure regular and accurate reports to managements and recommend ways of improving customer experience and journeys
- Manage all client meta‐data as well as customer assets and inventory, including game and EPG integrity on clients, user profiles, playlists, promotional voucher codes, subscription information, payment transaction reports, and user‐reported requests for changes or trouble tickets.
- To Work with the Global project and data team to ensure customer support and data needs are met.
- Supervising a team of Customer Experience and Subscription Support specialists on strategies and operations to continually improve product experience, data analysis reporting and customer service
Skills and experience required
- Min 5 years of relevant experience with knowledge of video streaming , broadcasting technologies
- Experience in operating, optimizing and supporting online video publishers or platforms.
- Excellent communication and collaboration skills and able to work well with teams across all geographical locations
If you are interested in the position, please click “apply” David Lerh (EA:94C3609/ R1769977)
Applicants must be fully vaccinated or have a valid exemption in accordance with MOM’s regulations to allow them to enter the workplace. Applicants may be required to share verifiable COVID-19 vaccination documents or proof of a valid exemption at the point of offer. Randstad Pte. Limited and/or the Client reserves the right to withdraw an offer if the applicant fails to provide verifiable COVID-19 vaccination and/or proof of exemption documents.
