Customer Experience Manager

OVERVIEW:

Come be a part of a global sports organization during a period of significant growth and transformation. Join a new Customer Experience team and ensure that all Sportradar clients have an excellent experience with the brand across all touchpoints and throughout the entire customer journey. As a member of Sportradar's global Customer Care organization you'll work closely together with multiple product units, regions, and other key stakeholders to create the best customer experience for our clients by assessing, identifying, recommending, and implementing continuous improvement projects and related strategies. You'll enjoy this role if you are passionate about satisfying customers, love solving problems while being the internal advocate for our customers and by creating long term customer relationships.

Our award-winning and certified teams directly impact business goals through providing feedback to business, product development teams, operations and driving customer success.

THE CHALLENGE:

• Champion opportunities to consistently improve the Sportradar experience.
• Monitor the activities of the global customer services and integration teams etc., to ensure compliance with highest standards of customer service.
• Collect, analyze, and interpret customer interactions data, market trends and operational metrics to identify requirements and information useful in optimizing customer experience.
• Evaluate existing Customer Care, Production and Product support day-to-day practices to identify root cause and improvement opportunities to help define solutions which reduce complexity, increase productivity, improve customer experience, training, and on-boarding methodologies, reduce costs, and enhance employee engagement.
• Map the customer journey, develop compelling problem statements for customer pain points and identify opportunities to proactively intervene on the customer's behalf.
• Maintain and further develop Sportradar's Omnichannel solution, Customer portal and Self-Service features.
• Conduct research, identify, and recommend measurable data for establishing actionable Customer Experience metrics that reflects what matters most to our customers and discover new techniques necessary for improving customer experience.
• Create compelling, monthly KPI driven CX reports including trends, recurring issues, pain points, insights based on customer feedback and recommendations tailored to the needs of the different stakeholder groups.

YOUR PROFILE:

• BS in business administration, business informatics, management studies or a related field; equivalent experience acceptable.
• 3+ years of relevant work experience in a customer experience position, ideally in a B2B company.
• Experience using metrics and data to drive improvements.
• Exceptional written and verbal communications/presentation skills.
• Excellent English skills both written and oral
• Ability to manage multiple projects simultaneously in a deadline-driven, fast-paced environment.
• Proactive self-starter with strong time management and organizational skills.
• Ability to multi-task and maintain high attention to details.
• Willingness to travel on site to meet face-to-face with strategic customers or key stakeholders

OUR OFFER:

• Be part of one of the fastest-growing digital sports companies in the world at the intersection of sports, media, and video
• Opportunity to join the journey in establishing a new Customer Experience function and ways of working
• Driving change in a rapidly evolving and growing organization
• Working in a dynamic environment with passionate and engaged people
• A highly motivated, award-winning, and certified team
• Exciting job field with the opportunity for personal development
• Education and training, like German and English courses and Sportradar eAcademy
• Hybrid work environment

SPORTRADAR

Sportradar is a global leader in understanding and leveraging the power of sports data and digital content for its clients around the world. We provide cutting-edge solutions and services to media companies, bookmakers, sports federations and state authorities.

We are a truly international business employing over 2,000 people in more than 30 locations around the world. Our rapid growth has been driven by technological innovation alongside an understanding of our clients' business needs. It is our commitment to excellent service, quality and reliability that makes us the trusted partner of more than 1,000 companies in over 100 countries.

We occupy a unique position at the intersection of the sports, media and betting industries. This creates an exciting and fast-moving working environment that rewards creative thinking and hard work. We are passionate about what we do, and we care passionately about our people.

If you think you're up to the challenge, come and help us to grow, innovate and develop!

Make the team: Join us and shape your future as well as ours!