Operations Operations

Customer Service Head of Retention

Flexible location

Job Description

Job Title:
Customer Service Head of Retention
Location:
Flexible location
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 innovate our product, it’s critically important our service model supports our fans around the world. Customer retention is a key pillar for DAZN and we’re looking for someone who can own the retention effort across our global CS operation.
Are you excited by a challenge, love sport, are goal driven and motivated to make a commercial difference? Then this might be the perfect next step in your career!
 
In this newly created role and team, you will get to own our CS retention model and collaborate across our key live markets. You’ll partner closely with sales, marketing and crm teams to build a state-of-the-art CS retention model we can be proud of. You will be responsible for our retention KPI’s, report on performance and champion continuous improvement. Your team leadership style is servant and hands on, utilising your excellent communication skills to motivate your team.
 
DAZN is fast paced, exciting and dynamic, if this is an environment you thrive in, then this is the role for you. 
 
This role can be based in London, Leeds or our key international markets.
 
Benefits include access to DAZN, 25 days’ annual leave (increasing by 3 days after 3 years), annual performance-related bonus, private medical insurance, life assurance, pension contributions up to 5%, family friendly community including enhanced parental leave, electric vehicle benefit option, free access for you and one other to our workplace mental health platform app (Unmind), learning and development resources, opportunity for flexible working, and access to our internal speaker series and events.

As our new Customer Service Head of Retention, you’ll have the opportunity to:

  • Build the process /procedures and KPI’s for this newly establish unit 
  • Work closely with crm and acquisition units as well as markets leaders 
  • Hire and train roles via outsource providers
  • Oversee the daily workflow, performance and schedules of retention staff
  • Conduct performance evaluations, review quality, drive improvement
  • Provide data and analysis to share successes, challenges and how we improve
  • Work in partnership with the CS senior leadership team, working across all global markets
  • You will be the expert

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

  • Confident verbal and written communication skills.
  • Excellent retention /sales and customer service skills, also supporting and guiding a team within this field as their manager
  • Excellent negotiation skills
  • Strong supervisory and leadership skills with a proven ability to motivate and manage a team
  • Experience of working with 3rd party Customer Service providers (BPO’s) and collaborating with them to drive performance improvements
  • Excellent organizational skills and attention to detail
  • Proficient with Microsoft Office Suite or related software to prepare reports, project manage  and measure performance

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.