Description
Job purpose
Safeguard Pan-European product quality standard for Entertainment & Connectivity Products. Drive and lead continuous improvement initiatives within T&I and with countries to address platform, people and process issues impacting NPS and customer satisfaction for deployed products. Work with T&I teams and product in the definition of quality KPIs and ensure relevant measurement, reporting and analytics are in place for those KPI's. Work with Technology and Operations teams to ensure E2E service management, implementations of lessons learnt and continuous improvement on in-life products. Work with CEX, Marketing, country and Product teams to ensure continuous flow of information on the voice of the customer and analyse all market feedback from various channels to drive continuous improvement programs. Participate in country Quality boards to ensure alignment and setting of priorities. Articulate and establish the importance of quality within the in-life management of products and services. Inform Senior and Executive management to ensure steer and visibility of planned quality problems and improvements. Ensure the availability and active use of data to reconstruct the Voice of the Customer and drive prioritization towards resolution of issues causing customer dissatisfaction and churn.
Key Accountabilities
- Translate the company's customer value proposition(s) for Entertainment into meaningful, industry-leading products, propositions & solutions that delight our customers and fit our 'Simple, Do More, Considerate' mantra
- Safeguard Pan-European product quality standard for Entertainment & Connectivity Products through ensuring and leading the delivery of continuous improvements
- Drive and lead continuous improvement initiatives within T&I and with countries to address platform, people and process issues impacting NPS and customer satisfaction for deployed products.
- Work with T&I teams and product in the definition of quality KPIs and ensure relevant measurement, reporting and analytics are in place for those KPI's.
- Work with Technology and Operations teams to ensure E2E service management, implementations of lessons learnt and continuous improvement on in-life products.
- Work with CEX, Marketing, country and Product teams to ensure continuous flow of information on the voice of the customer and analyse all market feedback from various channels to drive continuous improvement programs.
- Participate in country Quality boards to ensure alignment and setting of priorities.
- Articulate and establish the importance of quality within the in-life management of products and services.
- Inform Senior and Executive management and country leadership teams to ensure steer and visibility of planned quality problems and improvements.
- Ensure the availability and active use of data to reconstruct the Voice of the Customer and drive prioritization towards resolution of issues causing customer dissatisfaction and churn.
- Drive NPS & customer satisfaction by optimising product performance, improving reliability and stability, continuously balancing the introduction of new features with the implementation of defect fixes
- Be pro-active, instigate improvements and encourage best practice across markets with the objective to drive product leadership
- Manage, maintain and coordinate issue, bug & defect resolution with product and feature owners
- Provide the 'voice of reason' in ensuring quality of product during requirements phase, go-to-market activities and post-launch operations
- Work closely with research, operations, CEX and Technology teams and the product teams to determine and measure post-launch KPIs, optimize the installation and support of the company's Entertainment Products
- Integrate lessons learnt from local go-to-market activities towards future rollouts in a continuous learning & improvement cycle
- Ensure that analytics, customer and market input, product performance and external benchmarking drive the product management priorities in the Entertainment Products space
- Work in optimal Tandem formation with the managers of the QPO, Entertainment Platforms, Entertainment Services and Design & Studio teams
- Write and maintain central product concept and requirements documentation
- Contribute from within Entertainment Products to cross-company quality improvement drives
Required Knowledge & Experience
- Education at University degree level in the areas of Business, Economics, Technology and/or Science
- Proven track record in customer centricity and customer-focused service delivery
- Passionate and persistent about quality, putting the customer first, and driving continuous improvement
- Experience with delivering complex projects with senior stakeholders and large revenue impact.
- 7+ years of experience in the entertainment/content/TV/media arena, with a strong emphasis on product development & management, and/or quality management (in such areas as technology, interactive/digital TV, VoD, OTT, broadcasting and/or digital media)
- Familiar with Operations Management and Total Quality Management principles
- Experience of supporting a subscription-based business, with proof points in customer retention/innovation
- Leadership in managing cross-functional teams to deliver against customer expectations
- Experience with working in Matrix organisations combining centralised corporate product/business/technology functions with local affiliate territory marketing & sales operations
- Ideally first-hand experience of both types of environments (central/local) within European market(s)
- Implements a pragmatic approach towards getting the job done according to the expectations of the customer with an eye for detail and time to market.
- Confident and credible influencers and leaders, able to command respect
- Strong communications, negotiating and interpersonal skills to broadly influence and effectively forge partnerships (both internally and externally)
- Fast learners with ability to quickly understand business objectives, understand role and impact of technology, processes and organization and seek tactical and strategic opportunities for quality improvement
- Ability to bring clarity to ambiguous situations and to act decisively
- Excellent analytical, numerate minds with eye for detail and able to present business problems with clarity
- Ability to be supportive, consultative and collaborative and to work effectively across national boundaries
- Fluent spoken and written English, ideally other European languages as well
- Thorough understanding of all relevant technology and architecture
- Ability to translate business needs related to quality into tactical and strategic answers and solutions
- Ability to quickly understand business objectives and to recognise and capitalise on market opportunities
- An excellent analytical, numerate mind able to present business cases with clarity
- A technical aptitude to understand product features and functions and be a credible counterpart to other Technology & Innovation employees
- Co-creates and executes strategy
- Entrepreneurial Drive for Results
- Innovates with Customer Focus
- Lives one Company
- Leads and Inspires
- Develops a winning team
ITHR Group is acting as an Employment Business in relation to this vacancy.
ITHR Group is an Equal Opportunities employer; we welcome applicants from all backgrounds.