DISH

  • International Customer Experience Lead

    Location US-CO-Englewood
    Job ID
    2018-44602
    Category
    Sling
  • Summary

    Sling TV L.L.C. provides an over-the-top television experience on TVs, tablets, gaming consoles, computers, smartphones and other streaming devices. Distributed across a variety of strategic device partners, including Google, Amazon, Apple TV, Microsoft, T-Mobile, Sprint, Roku, Samsung, Netflix, and many others, Sling TV offers two primary domestic streaming services that collectively include more than 100 channels of top content. Featured programmers include Disney/ESPN, Fox, ABC, NBC, HBO, AMC, A&E, EPIX, Cinemax, Starz, NFL Network, NFL Networks, NBA TV, NHL Networks, Pac-12 Networks, Hallmark, Viacom, Univision, and more. For spanish-speaker customers, Sling Latino offers a suite of standalone and extra Spanish-programming packages tailored to the U S. Hispanic market.  And for those seeking International content, Sling International currently provides more than 300 channels in 20 languages (available across multiple devices) to U.S. households. 

     

    Sling TV is the #1 Live TV Streaming Service 

    (Based on the number of OTT households as reported by comScore as of April 2017)

     

    Sling TV is a next-generation service that meets the entertainment needs of today’s contemporary viewers. Visit www.Sling.com.

    Job Duties and Responsibilities

    International Customer Experience Lead

     

    Responsibilities:

    The International Customer Experience Lead (ICEL) has responsibility for providing planning and analysis of the International customer journey for both DISH & Sling. This role will focus on developing and implementing the strategy for improving the customer experience at various points in the customer life-cycle.  This role will work with the brand team to understand the unique needs of each of our customer segments, build customer offers that promote customer acquisition and retention efforts, and develop appropriate customer touch points to help improve service loyalty.  Cross-functional teams include; Customer Service Centers, Retention, Business Planning, Digital Marketing, Brand, Analytics, and Operations Teams.

     

    Roles and responsibilities may include:

    Strategic business planning and customer behavior and market analysis

    • Prepare data-based recommendations for customer acquisition, retention and winback offers
    • Monitor and provide insights on performance of campaigns and offers
    • Analyze occasions for right-sizing customers and integrating DISH and Sling
    • Identify opportunities to improve customer journey and extend customer life-cycle
    • Work cross-functionally and lead various strategic initiatives that promote the International business for DISH and Sling  
    • Produce clear communication for senior and executive management regarding project statuses,  recommendations and expected deliverables.

    Skills - Experience and Requirements

    Qualifications

     

    A successful International Customer Experience Lead will have the following:

    • Degree in Marketing, Business, or Analytics; MBA preferred
    • Minimum 2-4 years work experience
    • Excellent people and communication skills; independent thinker and collaborative team participant
    • Appreciation of foreign cultures; ability to speak foreign languages a plus
    • Effective problem-solving ability & resourcefulness to accomplish action items successfully and on time
    • Understanding of Analytics & Reporting; must know how to use Excel, other advanced data and analytics tools preferred 
    • Ability to balance multiple tasks concurrently, while maintaining proper prioritization of those tasks
    • Sound analytical judgement – both qualitative and quantitative
    • Ability to see the whole picture, while keeping the end goal in mind
    • Innovative thinker who is willing to work on a strategic level as well as execute on a tactical level
    • Able to create and follow processes
    • Ability to work cross-functionally across key teams, LOBs and deliver results and build best in class customized customer experiences

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Connect With Us!

    Not ready to apply? Connect with us for general consideration.