Specialist, Customer Experience & Subscriber Management

Summary

At belN Asia Pacific, we are on a mission to redefine the sports and entertainment experience by putting fans at the heart of everything we do. The way fans are engaging with their favourite sports, teams and content is rapidly changing and we are looking for someone who has a deep obsession for building a highly intuitive and immersive online video experience that customers love.

As a specialist focused on user experience, you will be part of a dynamic team to drive growth by managing our regional digital operations, specifically focusing on subscriber support, billing, and entitlement. You will be involved in devising and executing customer support strategies and crafting operational flows to ensure the highest user satisfaction, balancing customer service quality and internal operations stability and costs. You will be immersed in the fast-evolving digital media landscape, including OTT, mobile and web video streaming, process optimizations, website and app service quality optimization, escalation management, and reporting related to subscriptions and billing.

Key Responsibilities

• Strategize and execute user support and retention strategies, and craft efficient operational flows to ensure the highest user and subscriber satisfaction across the Asia Pacific region, balancing customer service quality and internal operations stability and costs related to subscriptions, billing, and entitlements.
• Own and manage end-to-end subscriber satisfaction and touchpoints for subscriptions, billing, and entitlements. Craft, manage, and lead multi-level 24x7 support tiers with internal and external stakeholders to constantly and timely manage responses to users having issues with digital products related to their accounts, troubleshoot areas of problems across the technology stack, and continually monitor, track, identify, resolve, and improve user experience and enhance product features and processes.
• Work closely with product development and marketing teams to align user touchpoints across various digital and social media platforms, specifically concerning subscription, billing, and entitlement information.
• Work with all internal and external stakeholders to deliver business rules and flows for new marketing campaigns and subscription promotions, price changes, and other user-facing initiatives on time and with the highest quality, especially concerning billing and entitlement.
• Lead digital product user experience report definitions, measurement, collection, and analysis of customer behaviour and user journey and business services across our digital products to improve product experience and drive revenue, with a focus on subscription and billing data.
• Regularly report to management to recommend improvements on the customer journey and experience and service enhancements related to subscriptions, billing, and entitlements.
• Coordinate with internal and external parties to ensure end-to-end user and subscription testing, reports, and analysis are delivered to relevant stakeholders for fixing and enhancements.
• Manage all client metadata as well as customer assets and inventory, including user profiles, subscription information, payment transaction reports, promotional voucher codes, and user-reported requests for changes or trouble tickets related to billing and entitlements.
• Receive and investigate escalations from Tier 1 agents related to subscriptions, billing, and entitlements and lead them to resolution.
• Become a subject-matter expert on various aspects of the product related to subscriptions, billing, and entitlements.
• Proactively provide feedback to internal teams that helps to improve the product and create a better customer experience related to subscriptions, billing, and entitlements.
• Help keep the FAQs in the Help Centre up to date concerning subscriptions, billing, and entitlements.