Customer Experience Manager

Job Description

FTC - Customer Experience Manager

Your Next Role...

This role is a fixed term contract for a maternity cover.
It will lead the CX operations team for markets within the EMEA region. It reports into the CX Director for EMEA within the Customer Experience team. You will lead a team of agents' markets experts that supports customer services on solving issues, making sure these are addressed in a timely and practical manner, whether customers are using mobile, tablets, web, connected TV, voice, or other emerging technologies. You and your team will support customer service members identifying root causes for customer problems, advocate for timely solutions, and use those insights to drive systemic improvements and delightful customer experiences within the DTC products.

Your Role Accountabilities...

CX Managers are responsible for cultural fits, brand identity consistency, sharing product updates, performance reports to stakeholders, agency management and budget management.

This person will make data-driven decisions, have an insatiable curiosity, build for scale, and obsess about the customer. They will relentlessly investigate defects and poor customer experiences to identify the root cause and determine how to improve the customer experience. They are a leader that the team loves to work with because they inspire, develop, and care for their team members.
• Minimum 5-year experience in Customer service with at least 3 years in a manager position
• Demonstrates timely, accurate and professional customer service. Maintains a positive and professional demeanour and portrays the company in a positive light
• Serves as a role model by displaying good judgement, positive work ethic, strong interpersonal skills, adherence to policies and demonstrates a commitment to excellent customer service
• Experience with multi-channel and multilingual environments: Email, chat, phone, Social Media, App store reviews, Trustpilot, Bots and AI
• Previous experience with call centres and vendors
• Fluent in English and ideally Spanish – any additional language desired
• Excellent organisation and prioritisation skills
• Experience in loyalty and retention customer service initiatives
• Knowledgeable on CRM systems – Salesforce and Zendesk ideally
• Excited and motivated by change, multi-tasking and fast paced environment
• Ability to motivate and inspire large groups of people is a must
• Ability to address areas of underperformance with a structured plan
• Confident with Excel, PowerPoint and GSuite
• Available for travelling 3 or 4 times per year

Qualifications & Experience...
• Takes ownership of strategies in order to reach and exceed performance objectives
• Implement a continuous improvement culture
• Actively seeks solutions and provides trends & feedback to the Customer Experience Director and Senior Management Team to drive technology and operational improvements; interface effectively with internal development teams and service owners
• Regularly liaise with product, marketing, legal, in order to capture and implement business requirements
• Maintains efficiency of existing communication channels and work with Customer Experience Director to develop new ways to automate support
• Functions as an authority for operational policies, procedures, and services
• Functions as an authority and escalation point for the Customer Service agencies and vendors
• Implements customer loyalty and retention initiatives
• Analyses volume of contacts for team and works with the Workforce specialist to direct workflow accordingly
• All other duties and special projects as assigned

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

The Legal Bits…

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you're a qualified candidate with a disability and you need a reasonable accommodation in order to apply for this position, please contact us at recruitadmin@warnermedia.com.

Jobcode: Reference SBJ-gwzzqn-3-144-17-93-42 in your application.