Customer Experience

Há 3 dias

Lisboa, Lisboa, Portugal DAZN Tempo inteiro
Customer Experience & Retention Executive

Department: Engineering - Group Technology Management

Employment Type: Permanent - Full Time

Location: Portugal - Lisboa


Description
The Role

Integrated into the Product and Distribution department, this role will be a proactive professional who will partner with Central Customer Service teams to enhance the overall customer experience, focusing on improving service processes, optimizing information flows, and driving subscription retention strategies. This role is not a frontline customer service position but rather a strategic and analytical role aimed at identifying opportunities for improvement and implementing solutions that increase customer satisfaction, loyalty and live time value.    This role will be based in Lisbon, Portugal. 
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

What You'll Be Doing:
  • Analyze customer service interactions and feedback to identify pain points and improvement opportunities. 
  • Design and implement strategies to improve customer service experience, quality and efficiency across different touchpoints.  
  • Collaborate with Customer Service Global team, Product, and Marketing teams to ensure seamless information flow and consistent messaging. 
  • Design, develop, execute and optimize retention strategies for subscription-based products, including proactive, reactive and loyalty programs. 
  • Monitor KPIs related to customer satisfaction, churn, and retention; provide and execute actionable insights and recommendations. 
  • Lead initiatives to enhance self-service tools, FAQs, and knowledge bases for better customer empowerment. 
  • Stay informed on industry's best practices and emerging trends in customer experience and retention. 


What You'll Bring:
  • Bachelor's / master's degree (or more)  
  • Proactive, good attitude, and strong teamwork spirit  
  • +3 years of experience in customer service, retention, processes and/or service optimization roles 
  • Strong analytical and problem-solving skills.  
  • Excellent communication and stakeholder management abilities. 
  • Familiarity with CRM systems and subscription models. 
  • Customer centric and structured mindset. 
  • Passion for Sports | Strong interest in the Sports industry 
  • Proficient in English 

Benefits Benefits include access to DAZN, medical insurance, daily meal allowance paid through a meal card, refer a friend scheme, learning and development resources, opportunity for hybrid working (remove if role is 100% office based with shifts e.g. Broadcast Ops), and access to our internal speaker series and events. 

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