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Director, Fan Relations

Company: Discovery, Inc.
Location: Knoxville
Posted on: February 22, 2021

Job Description:

Discovery hires the very best and brightest talent who are enthusiastic and passionate to fulfill the company's mission of empowering people to explore their world and satisfy their curiosity. In exchange for their talent and drive, employees are provided with an engaging, diverse workplace and the resources they need to learn, thrive and grow in their careers. Discovery brands continue to grow globally and across platforms, and Fan Relations is building media strategies and systems that meet world-class standards for which Discovery is known. Our company is evolving as we expand from a traditional linear pay TV business towards a convergent media and entertainment business that encompasses digital and mobile. The Role The Director, Fan Relations, will be responsible for the planning and strategy of the Fan Relations team. They will oversee vendor relationships, manage financial forecasting and budgetary needs, oversee analytics and insight processes, manage the digital care channels, draft and create content for internal and external communications, and be responsible for developing team training needs and curricula. The Director will work closely with internal business partners to establish, execute, and validate processes to maintain a seamless internal customer experience. They will ensure customer messaging is created and updated within tight timelines, including external consumer FAQs as well as internal agent scripts and cross-departmental escalation processes. The director will also draft strategies to help Discovery continually achieve greater customer satisfaction, increased efficiency, and profitability. They will develop and strengthen strategic and collaborative relationships with digital business partners, use independent decision-making skills, technical expertise, communication prowess, and knowledge of business objectives to quickly identify and effectively address digital needs. Responsibilities

  • Develop strategies to increase quality and efficiency of customer care
  • Oversee strategy team inclusive of managers and analysts
  • Continually optimize digital channels to meet consumer needs, ensuring customer incidents are resolved as quickly and efficiently as possible
  • Liaise with internal and external partners to define workflows and requirements, maximizing revenues and customer satisfaction
  • Manage financial forecasting and budgetary needs
  • Create effective customer care procedures, policies, standards, and reports
  • Deliver world-class, proactive customer service to internal and external stakeholders
  • Maintain a culture of team collaboration and open communication Requirements
    • Minimum 5 years' experience managing a team
    • Minimum 3 years digital media experience
    • Bachelor's degree in related field or an equivalent combination of skills, training, and hands-on experience
    • Proven project management, strategic visioning skills and the ability to develop and grow positive internal and external relationships
    • Strong analytical and critical thinking skills with a high degree of accuracy and attention to detail
    • Experience working in high volume performance-driven environments while demonstrating ability to lead and develop a diverse team and influence stakeholders to drive positive change
    • Proven success in building cross-functional teams and delivering exceptional customer service
    • Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
    • Commitment to teamwork through relationship-building, reliability, trust, and collaboration
    • Ability to embrace a constantly changing environment
    • In-depth knowledge of mobile apps and connected devices
    • Exceptional communication, presentation and organization skills
    • Proficiency with Office Suite and demonstrated competency in learning new software
    • Must have the legal right to work in the U.S. Discovery Communications, Inc. is an equal opportunity employer. Discovery is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information. We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including but not limited to all local Fair Chance Ordinances.

Keywords: Discovery, Inc., Tuscaloosa , Director, Fan Relations, Executive , Knoxville, Alabama

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