Eurosport Digital is Discovery's primary drive into the Direct to Consumer business in Europe. It currently comprises two parts; Eurosport.com - the continent's number one sports news website - and Eurosport Player, a leading subscription-based OTT sports platform available across Europe.

Eurosport Digital is Discovery's primary drive into the Direct to Consumer business in Europe. It currently comprises two parts; Eurosport.com - the continent's number one sports news website - and Eurosport Player, a leading subscription-based OTT sports platform available across Europe.

The business is in a period of high growth, fueled by investment in rights, marketing, product and content.

Responsibilities

• Takes ownership of strategies in order to reach and exceed performance objectives
• Implement a culture of continuous improvement
• Drive technology and operational improvements; interface effectively with internal development teams and service owners
• Maintains efficiency of existing communication channels and work with the head of Platform & Resources function for Customer Experience to develop new ways to automate support
• Functions as an authority for our Customer Service tools
• Functions as an escalation point for the Customer Experience Director and vendors
• Manages output of our Customer Service and analyses data and output
• All other technical duties and special projects as assigned

Requirements

• Minimum 3-year experience in Customer Service or Marketing with at least 1 year in a manager position, ideally in a media environment
• Demonstrates in depth knowledge of customer service tools
• Knowledgeable in Zendesk, ideally also on other CRM systems
• Knowledgeable and experience in Data management
• Drives projects by articulating clear and specific goals and requirements
• Serves as a role model for critical thinking and technical skills
• Strong interpersonal skills working and the highest commitment to excellent customer service
• Experience with multi-channel and multi-lingual environments: Email, chat, phone, Social Media, App store reviews, Trustpilot, Bots and AI
• Previous experience with third party vendors and technical integrations
• Excellent organisation and prioritisation skills
• Track record of using CRM tools to solve problems
• Excited and motivated by change, multi-tasking and fast paced environment
• Ability to mentor and train other members of the team on using CRM tools
• Confident with Excel, PowerPoint and GSuite
• Maintains a positive and professional demeanour and portrays the company in a positive light