13 days old

Customer Experience Manager

Discovery Inc
Singapore, Singapore 138562
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Discovery Inc

Location: Singapore, Singapore,
Req ID: 30654


Customer Experience Manager, Singapore

About Discovery:

Discovery is the world's leading non-fiction media company with a reach of three billion viewers in 220 countries.

The Direct to Consumer (DTC) group is an Engineering company within the Discovery brand. DTCs engineering teams build applications for Web, Mobile, Connected TVs and Consoles/STBs covering features like Search, Playback, ML driven Recommendation, Subscriptions, Payments etc. We are building a Global Video Streaming Platform to support a broad collection of Discoverys brands (Discovery, TLC, Motor Trend, Golf TV, Food Network, Eurosport, and many more) including the recently launched Discovery+. These applications are powered by a fleet of cloud-native microservices for Content Ingestion, Metadata processing, Video encoding & Ad Tech platform on AWS containers & serverless-compute.

Meet Our Team:

Were recruiting a Customer Experience Manager for Discovery In Singapore for the APAC market; part of the central Discovery team based in Europe.

The Customer Experience teams are Discoverys customer-facing voice. Therefore, the successful

candidate will need to ensure that their teams responses are professional, friendly and aligns with

the brands tone of voice and company core-values.


Roles & Responsibilities:

This role will lead the CX operations team for the APAC region and reporting into the central Customer

Experience team. You will help customers solve issues they encounter with our products 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 identify the root causes of customer problems, drive

timely resolution, and use those insights to drive systematic improvements and delightful customer

experiences within the direct-to-consumer and B2B2C products. They will use insights and data to build

and drive intuitive, automated, and self-service solutions that make it easy for customers to get the help

needed when they need it, with as little friction as possible.

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 5-10years 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 judgment, 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 any additional language desired
  • Excellent organisation and prioritisation skills
  • Knowledgeable on CRM systems Zendesk ideally
  • Track record of efficient budget management
  • 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


What to Bring:
  • 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
  • Analyses volume of contacts for team and works with the Workforce specialist to direct
  • workflow accordingly
  • Manage and keep the department budget
  • All other duties and special projects as assigned

What We Offer:
  • A Great Place to work
  • Equal opportunity employer
  • Fast track growth opportunities

Our Values:

Discovery is governed by our eight guiding principles:

We Are... One Team, Creative Dreamers, Doers. Consumer Obsessed. Global, Quick & Agile, Purposeful and We Do the Right Thing

Discoverys Guiding Principles define the distinctive character, spirit and attitude of our organization. They inspire how we design our future and recruit talent.

Diversity & Inclusion:

Disclaimer: Discovery Communications, Inc. is an equal opportunity employer. Discovery is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information.

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including but not limited to all local Fair Chance Ordinances.


Posted: 2021-11-16 Expires: 2021-12-18

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Customer Experience Manager

Discovery Inc
Singapore, Singapore 138562

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