Vendor Manager, Customer Care

1 month ago

London, United Kingdom BritBox International Full time

Job Description

Job Title: Vendor Manager, Customer Care

Location: Preferred UK/London, Hybrid

Company: BritBox International

Reporting to: Director of Customer Service

Contract Type: Full Time

Our Mission: Creators & Curators of the Best in British Creativity & Entertainment.

Our Vision: To be World leaders in British streaming.

Our Purpose: Investing in British Creativity to delight fans with its quality all over the World.

About Us

We are creators and champions of the best British TV, and hosts to the world’s largest collection. It’s our mission to bring the most engaging and relevant British TV experience to fans like us all around the world.

We’re relentlessly creative and in this new world of content, where the possibilities are endless, we are charting our own course.

We are thriving in 5 markets already around the world and have ambitious plans ahead of us. This is where you come in…. we are on the lookout for talented individuals to join our BritBoxer family and help us to navigate the adventures ahead. This role requires international travel 2-4 times a year.

Job Purpose

BritBox International is on the lookout for a Customer Service Vendor Manager to join our passionate team. In this role, you will focus on enhancing customer satisfaction by overseeing the performance of our Business Process Outsourcing (BPO) partner, who caters to BritBox subscribers globally. This pivotal position is integrated within a diverse and skilled team that highly values relationship management, collaboration, and a dedication to quality.

As a Vendor Manager, you will play a critical role in driving key metrics, conducting regular business reviews, and fostering a culture of excellence. Your responsibilities will include close collaboration with the vendor, advocating for de-escalation strategies, managing various escalation tasks, and reinforcing organizational values through engagement activities. Additionally, you will participate in various projects, ranging from workflow enhancements to the development of our vendor management team, ensuring that we consistently provide top-tier customer experiences within the BPO ecosystem.

Responsibilities:

  • Drive excellent customer satisfaction through the effective performance management of our business process outsourcing partners (BPO) that support the global BritBox subscribers.
  • Lead data analysis based on root causes analysis, insights, and report on key metrics to drive and improve business performance
  • Work with internal stakeholders and our BPO partner to forecast headcount requirements accurately and lead workforce management meetings.
  • Review financials, audit, and submit all Customer Care-related invoices on time to SAP.
  • Refine regular reports; conduct weekly, monthly, and quarterly business reviews with BPO partners and internal stakeholders.
  • Manage, review, and approve the day-to-day customer escalation, exception processing, refunding, and comped entitlement procedures.
  • Ensure the frontline teams follow the technical escalation protocols.
  • Champion the de-escalation of irate customers and support the development of BPO partners' ongoing de-escalation skills.
  • Manage system outage and downtime triage process across stakeholders.
  • Provide ad-hoc reporting to internal stakeholders as needed.
  • Engage our BPOs on our culture and values by visiting them regularly. Organize summits to celebrate success, define strategies, and strengthen relationships.

Requirements:

  • A data-driven focus is needed. You know how to define KPIs and track them to make sure you focus on the projects with the highest impact.
  • Experience in best-in-class BPO service organizations.
  • You work collaboratively on a team while exhibiting a strong sense of ownership.
  • You have a strong knowledge of the streaming media industry and high expectations for customer experience.
  • Comfortable in a start-up hyper-growth environment.
  • You are solution-oriented, focused on quick results, and have a lean approach.

Skills and Personal Attributes:

  • Must have excellent attention to detail
  • A passion for working in a fast-paced media environment
  • Proven track record of people and vendor management skills
  • Hands-on experience in quality assurance
  • Obsession with improving KPI, CSAT, and NPS ratings
  • An excellent communicator, both written and verbal
  • Obsessed with providing WOW customer support
  • Must be comfortable with online creative tools (Zendesk, Airtable, Bitly, Slack, and more)

This job spec is not exhaustive and may change from time to time in line with the evolving nature of a dynamic and growing business.

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