Lead, Digital Subscriber Management

Lead, Digital Subscriber Management

Bein Sports Asia Pte. Limited
5-7 years
78000 - 102000 SGD

Job Description

Summary

At belN Asia Pacific, we are on a mission to redefine the sports and entertainment experience by putting fans at the heart of everything we do. The way fans are engaging with their favourite sports, teams and content is rapidly changing and we are looking for someone who has deep obsession for building a highly intuitive and immersive online video experience that customers love.

As a specialist who has a heart for the best user experience, you will be part of a dynamic team to drive growth in managing our regional on digital operations. You will be involved in devising and executing the customer support strategy and crafting operation flows to ensure highest user satisfaction, balancing customer service quality and internal operations stability and costs. You will be immersed in the fast-evolving digital media landscape including OTT, mobile and web video streaming, cost process optimisations, website and app service quality optimisation, escalation matrix, stakeholder support management, process enhancements and reporting.

Key Responsibilities

. Strategise and execute user support and retention strategy as well as to craft efficient operation flows to ensure highest user and subscriber satisfaction across the Asia Pacific region, balancing customer service quality and internal operations stability and costs.

. Own and manage endto-end subscriber satisfaction and touchpoints. Craft, manage and lead multilevel 24x7 support tiers with internal and external stakeholders to constantly and timely manage responses to users having issues with our digital products, troubleshoot areas of problems across the technology stack, and continual drive to monitor, track, identify, resolve and improve user experience and enhance product features and processes.

. Closely work with product development and marketing teams to align user touchpoints across various digital and social media platforms.

. Work with all internal and external stakeholders to deliver business rules and flow for new marketing campaigns and subscription promotions, price changes and other user facing initiatives on time and with highest quality.

. Lead 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.

. Regular reports to management to recommend improvements on the customer journey and experience and service enhancements.

. Coordinate with internal and external parties to endtoend user and subscription testing and reports and analysis are delivered to relevant stakeholders for fixing and enhancements.

. Manage all client metadata 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 userreported requests for changes or trouble tickets.

. Support Cloud datawarehouse analysis and data integrity for tracking and reporting

. Work with Global project and data team to ensure customer support and data needs are met.

. Support APAC antipiracy efforts to operationalize, track and mitigate illegitimate usage of our content

. Supervise a team of Customer Experience and Subscription Support specialists on strategies and operations to continually improve product experience, data analysis reporting and customer service.

Requirements

. At least 5 years in a role leading the operations, customer support and operating high SLA of video-driven products at a publisher or platform.

. Experience in operating, optimizing and supporting online video publisher or platform.

. Sports and/or entertainment enthusiast with extensive knowledge in video streaming and broadcast technologies & operations, intellectual property protection, and fraud prevention technologies & operations.

. A can-do mindset and experience driving challenging technical projects and delivering operational excellence.

. Excellent communication skills with ability to lead peers and motivate teams across different territories and cultures.

. Strong stakeholder management skills.

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