Ravianto - Email & Phone Number

Singapore

Singapore

• Support the creation and execution of the digital operations and strategy across the entire beIN Asian business and to be in tandem with the organizations’ global and regional strategy and leadership. • Achieve creative excellence through understanding, defining and optimizing the consumer journey and experience across all beIN Asian digital solutions. • Own and manage customer satisfaction and touch points. Craft, manage multi-level 24x7 support tiers with internal and external stakeholders to constantly and timely manage responses to users having issues with our digital products, troubleshoot areas of problems across the technology stack, and continual drive to monitor, track, identify, resolve and improve user experience and enhance product features and processes. • Closely work with product development and marketing teams to align user touch points across various digital and social media platforms. • Support all digital product user experience report definitions, measurement, collection and analysis of customer behavior journey and business services across our digital products to improve product experience and drive revenue. Regular reports to management to recommend improvements on the customer journey and experience and service enhancements. • Manage operational project schedules, timelines, milestones, stakeholders and provide regular reports to management and relevant stakeholders on risks and dependencies • Support anti-fraud and anti-piracy strategies and technologies and work with legal and broadcast teams for automation, piracy mitigation, strategies, technology deployment and legal take-downs. • Keep abreast of competitive and industry trends in the digital space to evaluate beIN’s competitive edge in regional markets

Coordinate with supply chain personnel, distributors and sales associates to improve customer service and business productivity.Drive Customer Service Outcomes :- Drive new business growth through greater advocacy and reference-ability- Increase renewal rates and reduce churn- Expand our revenue in accounts through cross-sell and up-sell- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scoresDefine and Optimise Customer Lifecycle- Map customer journey- Develop listening points in journey (e.g., usage, satisfaction, etc.)- Standardise interventions for each point in journey- Define segmentation of customer base and varying strategies- Identify opportunities for continuous improvement- Learn from best practices in industryDefine and Measure Effectiveness of Customer Service :- Monitor business and process metrics to measure and manage customer service effectiveness.- Define operational metrics for team- Establish system for tracking metrics- Create cadence for review within team- Expose subset of metrics to executive team, company and boardEnhance Effectiveness and Efficiency Through Technology :Support systems, Customer marketing software, Reference and advocacy solutions, Customer Success Management platformInspire Customer Experience Across Company :- Create company-wide culture of Customer Success- Align with Marketing around marketing to existing clients- Align with Product around driving product roadmap- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus- Align with Finance around measurement and forecasting- Align with Executive Team around key metrics and objectives- Drive company-wide definition of ideal customer- Create company-wide customer feedback loop

- Act as the company’s main adviser on all issues relating operational functions and keep abreast of latest developments to ensure that the Company maintains its competitive position.- Direct and control all Production, Customer Service and Fulfilment/Delivery team to ensure that they are appropriately motivated and trained and carry their responsibilities to the required standard.- Contribute to the development of the company’s corporate strategy and lead strategy development in the areas of Operations to ensure that company achieves its short and long-term objectives.- Develop all necessary policies and procedures to ensure that a productive environment is maintained - Maintain an effective working relationship with all other directors to ensure that there is effective co-ordination of all company activities in support of corporate objectives.- Develop and control the budget for the Operations Department to ensure that the Department has all the resources required to meet its objectives within agreed financial parameters.

- Create, Manage and Maintain outstanding Customer service platform and support flow- Contribute to the development of Customer Service Division- Analyze and trend customer satisfaction feedback to drive continuous improvement- Interface with all levels of management for resolution of critical issues- Recruit and lead a team of Customer Advocates that can operate with a sense of urgency andstrong attention to detail.- Ensure a regular feedback and mentoring to all members of the Customer Support team. Provideclarity of performance and status to the team, key stakeholders, and leadership team- Multichannel Help desk for Customer support knowledge- Implementation on Call and ticketing tools- Managing a highly successful customer support based on KPI throughout Regional SEA

- Handling and analyze case based on agents report- Bridging customer feedback product knowledge , services and complaint- Coordinates with Service Support and Service Operation sub division- SOP oriented services and work flow to deliver service excellence