カスタマーサービス　オペレーションマネージャー

Job Description

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 Customer Service agenda, working closely with the market senior leadership and global team to deliver a best-in-class Customer experience. You will be responsible for local KPI’s / SLA performance, 3rd party management and the execution of the local market Customer Service operating model. Stakeholder management will be key, as you look to manage, engage and work across various areas in the business from product, marketing, sales, operations, incident management and central global team. You will focus on the end-to-end Customer experience, be data centric and pro-active 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 via service. Experience in omni channel operations is essential, with a digital first approach to Customer Service You will manage and lead a team, driving high performance and quality across all our contact channels and Customer touch points. Customer lifetime value and retention will be key in supporting our commercial strategy. You will be part of a global 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. Welcome to DAZN, the world’s leading live OTT sports service. Join us in our Tokyo office as part of our Global Customer Service team! Please note, our Talent Acquisition team and some Hiring teams are based in the UK so parts of the recruitment process will be in English. Please also upload your resume in English, thanks!

As our new Customer Service Operations Lead you’ll have the opportunity to:

• Lead the Customer Service market agenda driving best in class Customer Service experiences
• Execute the retention operations agenda, improving save rate % across Customer base
• Manage the budget
• Own and manage market KPI’s and SLA’s
• Deliver Customer Service transformation and embed a new model
• 3rd party supplier management
• Team management
• Work as part of a global Customer Service team
• Bring innovation and delivery e2e customer experience improvements

You’ll have:

• Customer Services experience at a senior level
• 3rd party management outsource experience (BPO)
• Fluent Japanese and English
• Customer journey focused – e2e
• Commercial mindset – retention / sales through service (upselling / cross selling)
• Data / insight driven mindset
• SalesForce / Zendesk knowledge plus additional knowledge in the area of CRM/call centre software is an advantage
• Excellent stakeholder management skills – CEO to agent
• Quality focused
• Contact driver focused approach
• Worked with different countries and understand how local market nuances impact CS quality
• Experience working in a digital world, with digital contact channels, understanding the changing face of customer expectations

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. DAZN VALUES – THE ‘HOW’ IN WHAT WE DO: 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. Apply for this job