CRM Manager - Leading SVOD Service

Job Title: CRM Manager - Leading SVOD Service
Contract Type: Permanent
Location: London
Salary: bens
Reference: BBBH57485_1489081831
Contact Name: Andrew Watts
Contact Email:
Job Published: March 09, 2017 17:50

Job Description

This is a fantastic opportunity to join this leading SVOD service. You will be the central person responsible for delivering fantastic customer service and issue management for customers.

Key Responsibilities:


  • Ownership for the delivery of the retention CRM strategy, covering customer segmentation and churn reduction campaigns
  • Strong ability to manipulate and integrate large levels of data within CRM systems (Salesforce) in order to derive insight and build effective retention campaigns


  • Experience of managing or exposure to Apps and Websites - ability to interpret and understand the product architecture, enabling them to spot issues and communicate them to key stakeholders
  • Investigate and solve complex issues that can occur across a number of areas including video streaming, billing across both web and app products
  • Develop a detailed understanding of the systems and suppliers to enable fast and efficient issue identification
  • Work closely with the CRM and product managers to ensure customer cases are identified, flagged and responded too

Customer Service

  • Manage end to end the customer management workflow
  • Manage weekly customer service status meetings with relevant suppliers
  • Be responsible for the management and performance of the customer care team
  • Manage and triage all customer service trends in order to drive product and service improvements
  • Monitor and measure the customer care teams output in order to drive improvements
  • Provide the senior team with regular status reports
  • Maintain, update and create FAQ documentation
  • Manage and develop customer response templates

Skills & Experience:

  • Proactive - can spot trends and predict future behaviour
  • Experience of analytic and planning tools e.g. Jira boards & GA
  • Experience of working in a fast paced digital team/business
  • Previous SVOD or subscription business is highly desired
  • Excellent working knowledge and experience of using Salesforce
  • Excellent verbal and written communication




PLEASE NOTE: Due to the high volume of applications we receive we are unable to respond to everyone. If you have not heard from us within 5 working days of sending your CV then unfortunately you have not been shortlisted for the position you have applied for.