Head of Customer Service Social Media & App Stores

Hyderabad, India

Job Description

Job Title:
Head of Customer Service Social Media & App Stores
Hyderabad, India
Full-Time, Permanent
73-432 - Customer Services
A - Dept HM uses to open req

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 broadcast more and more hours of sports content globally, it’s essential, we are where our customers are. Therefore, having a social media and app store presence as a brand is critical for success.  
As our new head of social and app stores you will focus on the experience and brand perception through our digital media channels. You will monitor and engage with Customers via social platforms like X, Instagram and Facebook, providing the business feedback on sentiment and spotting Customer frictions that need improvement. You will work across our App stores like Apple and Google and manage replies, managing messaging and fixing Customer issues. You’ll set processes to work with internal tech, product, pr and marketing teams to solve issues, reply publicly and monitor platforms and share insight. 

You will be an expert in social media engagement and Customer experiences. You will be a starter finisher and take full ownership of issues finding solutions and driving change across the business. You will define appropriate KPI’s to measure success and report on progress across DAZN senior leadership. 
Welcome to DAZN, the world’s leading live OTT sports service.
As our new Head of social and app stores (m/f/d), you’ll have the opportunity to:
·       Define our social and app store strategy 
·       Set key KPI’s and improve them
·       Improve Customer experiences by fixing journeys driving Customer friction
·       Improve brand perception across App stores
·       Work across markets and regions globally
You’ll be set up for success if you have:
·       Customer service social media background
·       Clarabridge engage experience
·       Zendesk experience
·       App store and review store experience e.g. TrustPilot, Reddit, Apple,Google. 
·       Worked with different countries and understand how local market nuances impact social interactions and Customer behaviour
You’ll be successful if you: 
·       Are resilient
·       Tenacious
·       Good at planning and executing
·       Analytical, inquisitive, problem solver
·       Excellent at stakeholder management
·       Great communicator – clear and concise 
·       Keen interest in sports

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. 
AMBITIOUS – people who want to make a big impact and drive DAZN forward. 
INVENTIVE – people with bright ideas who deliver great new experiences for our customers – and improvements for our business.  People who come up with better, simpler ways of doing things. 
PASSIONATE – people who are proud of our product, our content and our business – and love to shout about it.  People who love what they do and show commitment every day. 
BRAVE – people who take difficult decisions to help us focus on improving DAZN, our performance and our results. 
SUPPORTIVE – people who know that we achieve more as a team than as individuals.  People value inclusion and look out for each other, helping their colleagues enjoy their work and develop their careers.  People who consider others before making decisions. 

At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. 

Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: 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.