B2C Service Manager (Digital)

Ref. UK-B2CSerMan

Working for the Global Director of Customer Service Operations, the B2C Service Manager (Digital) is a pivotal role linking a major client and Deltatre's B2C support, B2B support and project technical teams. The Service Manager is responsible for managing day-to-day communications for B2C support services - related project management, including escalation processes and the supervision for delivering operational, technical and/or B2C upgrades or modifications.

Collaborating with relevant internal and external stakeholders and resources, the B2C Service Manager will also understand the operational needs and capabilities of both the client and Deltatre and be able and provide additional 2nd-level support to the client's Customer Service team, as required.

Key Responsibilities

  • Managing day-to-day communications for B2C/B2B-related project management
  • Act as a link between B2C, B2B and project technical teams
  • Monitor and report on day-to-day B2C service operations between the client and D3
  • Assist with the maintenance and upkeep of Knowledge Management System(s)
  • Provide 2nd-level and supervisory support as required
  • Training of internal, external and third-party teams
  • Ensure target SLAs, KPIs and client metrics are achieved
  • Assist with operational management including; costs, budgeting and capacity control
  • Gain a thorough understanding of Deltatre's services, products, solutions and technologies
  • Help define pricing models and key operational and customer metrics
  • Understand and evangelise customer service concepts and strategy internally and externally
  • Assist with the design, shape and evolution of future B2C group operations
  • Liaise with internal and 3rd-party customer payment, subscription and account services
  • Work with the commercial and technical teams, as required
  • Work on other projects, as required

Person Specification

  • Project management experience in digital media and/or broadcast. (Essential)
  • Excellent verbal and written communication skills, ability to understand and translate technical detail
  • Experience in managing communication between external and internal team
  • Experience managing a wide range of projects
  • Broad knowledge of golf

How to Apply:

We are committed to ensuring that we provide equal opportunities for all. Please let us know if you have any special requirements for the interview process.

Depending on the role the interview may include a practical test as well as an interview.
Interested candidates are invited to send a short letter of application and curriculum vitae by e-mail to: recruitment.media@deltatre.com

Please note that we can only contact successfully shortlisted candidates.