Online Reputation Management Executive(Social Media)

Join the brand that's revolutionising sports entertainment!Shape world-class customer service while working among a team of social media enthusiasts. DAZNislooking for a Social Media Agent to deliver world-class customer support to Global DAZN sports fans across social media and digital channels. DAZN is a revolutionary live and on-demand sports streaming service which puts fans first and Customer Services is at the forefront of this ethos. You will be responsible for delivering a top-class experience to our Online Fans, helping them via our social media support channels. You will be the voice of DAZN as a brand on socials. You will work closely with Content, PR, Product, CRM and Customer Service teams providing feedback to develop and improve processes, identify customer needs and help our passionate community. Other day-to-day tasks include real-time events coverage, community management, social sentiment analysis, managing and reviewing escalations and VIP support.

HERE’S A BREAKDOWN OF WHAT YOU’LL DO

• Monitor DAZN social and digital channels and be responsible of social listening
• Provide real-time insight on app issues, product features, CX, social sentiment, content
• Handle and carefully respond to public customer inquiries through different channels identifying needs and fixing issues
• Coordinate with the Customer Service teams
• Align with relevant DAZN stakeholders in your market to ensure quality and consistency
• Drive improvements in DAZN digital reputation, guiding conversations with DAZN community
• Shape DAZN’s Customer Service tone of voice on social media in line with market needs
• Provide reporting and insights to your line manager

DO YOU HAVE THESE ESSENTIALS?

• Previous experience in a digital or social media environment
• Great understanding of the social media industry, metrics, trends
• Strong quality focus and ambition to deliver top-class customer service
• Strong brand awareness and willingness to be responsible for DAZN public facing on socials
• Excellent oral & written communication skills
• Fluent Business English
• Passion for sports
• Experience using social media tools (listening, monitoring, reporting)
• Experience managing social communities and dealing with real-time queries

NOT ESSENTIAL BUT GREAT IF YOU ALSO HAVE

• Experience working under pressure with the flexibility to meet the requirements of a 24/7 365 day per year operations team
• Ambitious mindset, passionate about solving problems, a digital “go-getter”