Role: Digital Services Manager (Customer Success)
Location: Remote
This role requires leadership experience managing customer service for paid subscriptions through digital platforms such as mobile app, chat and email.
Our client is devoted to delivering high-caliber journalism and groundbreaking marketing strategies delivering concrete results. They are seeking a Digital Services Manager (DSM) to be a key collaborator in ensuring customers derive maximum value from their paid subscriptions. The DSM will drive the adoption, retention, and expansion of products and services by serving as a trusted advisor. This role involves developing strategies to foster digital subscription growth in both unit sales and revenue. The DSM will collaborate with the Marketing team, Business Insights, IT, and external partners to execute campaigns and manage projects related to digital customer care initiatives.
Responsibilities:
- Partner with the Marketing team to oversee the digital customer service experience, focusing on engagement, retention, new business expansion, and customer satisfaction improvement.
- Advance proactive and predictive engagement using AI Chatbots and the digital services team.
- Work with the Business Insights team to analyze customer feedback, data, and analytics to enhance customer experience and retention.
- Collaborate with the Mobile Marketing team to enhance app experiences, including reviews and self-help features.
- Recommend user experience improvements based on qualitative feedback from digital product users.
- Assess and refine the Consumer Services tech stack with internal partners to ensure optimal performance and user experience.
- Optimize digital training for CSR’s and external partners, incorporating current technology and communication trends.
- Align with the Brand Strategy team on customer-facing resources, key messages, and overall experience.
- Manage a team of digital service specialists handling consumer interactions via chat, app, and email.
Qualifications:
- Bachelor’s degree in a relevant field.
- Over 5 years of experience in B2C roles.
- More than 3 years of experience with digital marketing and e-commerce platforms, with a strong enthusiasm for new technologies.
- Proficiency with CRM software.
- Previous experience as a Consumer Services Manager, demonstrating a track record of boosting satisfaction, retention, and revenue.
- Familiarity with web and mobile app products.
- Expertise in analyzing complex datasets and developing strategies to enhance experience and retention.
Base Salary $75 - 95k