Senior Manager - Customer Success Ops (Retention & Loyalty)

Customer Success @Dream11:

To be a ‘user-centric’ company is at the core of everything we do at Dream11. The Customer Success team comprises passionate Dreamsters that work tirelessly towards enhancing the playing experience for over 200 million sports fans on Dream11 with the proper training and quality of work. Customer service is not a department but an attitude. So if you are committed to delivering a world-class customer service experience, this is the team for you.

Your Role:

• Organize and lead user meet-and-greet sessions in our stadium office in collaboration with various teams, creating a welcoming and engaging environment for users
• Organize and oversee offline user events, including match experiences, ensuring they are executed flawlessly and enhance user loyalty
• Coordinate logistics, budgets, and staffing for events, maintaining high standards of quality and efficiency
• Develop strategies with product teams focused on user retention and loyalty, implementing feedback mechanisms to capture user insights and improve services
• Recruit, mentor, and lead a team of customer service agents, fostering an environment of learning and growth 

Qualifiers:

• Minimum of 10 years’ experience in managing customer care or hospitality background, with direct leadership of teams comprising at least 4 members
• Flexibility to work across various shifts to meet business needs
• Experience in organising and managing offline customer events

About Dream Sports:

Dream Sports is India’s leading sports technology company with 220 million+ users, housing brands such as Dream11, the world’s largest fantasy sports platform, FanCode, a premier sports content & commerce platform and DreamSetGo, a sports experiences platform.

Dream Sports is based in Mumbai and has a workforce of close to 1,000 ‘Sportans’. Founded in 2008 by Harsh Jain and Bhavit Sheth, Dream Sports’ vision is to ‘Make Sports Better’ for fans through the confluence of sports and technology.

For more information: https://dreamsports.group/

Dream11 is the world’s largest fantasy sports platform with 200 million+ users playing fantasy cricket, football, kabaddi, basketball, hockey, volleyball, handball, rugby, futsal, American football & baseball, on it. Dream11 is the flagship brand of Dream Sports, India’s leading Sports Technology company and has partnerships with several national & international sports bodies and cricketers.