Director, Fan Relations
Discovery Communications
Knoxville, TNThis was removed by the employer on 3/4/2021 1:32:00 PM PST
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Full Time Job
The Team
Fan Relations is a customer support function under Corporate Communications and assists all of Discovery’s U.S. networks including Discovery Channel, HGTV, Food Network, TLC, Investigation Discovery and Animal Planet. From linear pilots to sweepstakes launches, website redesigns, corporate and legal escalations, advertising inquiries and our many digital offerings, Fan Relations constantly provides top-level customer service to consumers, internal clients, and business partners.
The Company
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
• Ability to independently manage a varied portfolio of projects with unique needs in a deadline-driven environment
• 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.