Operations Operations

Head of Customer Service DACH (m/f/d)

Munich, Germany

Job Description

Job Title:
Head of Customer Service DACH (m/f/d)
Location:
Munich, Germany
Schedule:
Full-Time, Permanent
Team:
Customer Service
Department:
Operations
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What's your new role about?

Disrupting an industry isn’t easy! DAZN is playing more hours of live sports than any other company anywhere in the world! 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 the market senior leadership and global CS team to deliver a best-in-class Customer experience model. You will be responsible for local KPI’s / SLA performance, budget planning, 3rd party 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 a product, marketing, sales, operations, incident management and central global team.
 
You will focus on the end-to-end Customer experience, be data-centric and proactive 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. 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. 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.

This role will be based in Munich. Benefits include access to DAZN, 30 days’ annual leave, annual performance-related bonus, pension contributions up to 3%, family-friendly community, free access for you and one other to our workplace mental health platform app (Unmind), learning and development resources, opportunity for mobile working, and access to our internal speaker series and events.

Please note, that our Talent Acquisition team are based in the UK so we kindly ask that you upload your CV in English. Thanks!

As our new Head of Customer Service ( (m/f/d), you’ll have the opportunity to:

  • Lead the customer service market agenda
  • Manage the customer service budget
  • Deliver customer service transformation
  • Manager 3rd party suppliers
  • Implement an agreed customer service operating model
  • Work as part of a global customer service team
  • Bring innovation and deliver end to end customer experience improvements
  • Own and manage market KPI’s and SLA’s

You’ll be set up for success if you have:

  • Solid years experience in Customer Services at a senior level
  • 3rd party management outsource experience (BPO)
  • End to End customer journey focus
  • Experience working in a Data / insight driven way
  • SalesForce knowledge
  • Excellent stakeholder management skills from CEO to agent
  • A quality focused approach
  • Worked with different countries and understand how local market nuances impact customer service quality
  • Experience working in a digital world, with digital contact channels to understand the changing face of customer expectations
  • Fluency in English and German, both verbal and written

Even better if you have:

  • Ability to work in a fast-paced and enthusiastic environment
  • Ability to be a strategic thinker – can you put all the pieces of a puzzle together and create one vision
  • CRM/call centre software is an advantage, but not required.

Here's a little more about us…

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.
 
If you're ambitious, inventive, brave and supportive, then you're the kind of person who's going to enjoy life at DAZN.
 
We are committed to fostering an inclusive environment, both inside and outside of our walls, that values equality and diversity and where everyone can contribute at the highest level and have their voices heard. For us, this means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. We are supported by our talented Employee Resource Group communities: proud@DAZN, women@DAZN, disability@DAZN and ParentZONE.
 
If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.
 
Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.
 
We look forward to hearing from you.