Customer Relationship Management Specialist (Migration Project-OTT Platform))

About the job

We are seeking a dynamic and experienced candidate to oversee nationwide subscribers migration from our cable and satellite services to our new OTT platform. This role is crucial in ensuring a smooth migration process, maintaining customer satisfaction, and driving the successful adoption of our new digital platform.

Key Responsibilities:

• Strategic Planning: Develop and execute a comprehensive migration strategy, incorporating communication plans, technology integration, customer support, and retention initiatives
• Project Management: Lead and oversee the entire migration process, including subscriber package and data migration, address unforeseen problems and troubleshoot encountered difficulties promptly to ensure adherence to established timelines and milestones
• Customer Experience Enhancement: Collaborate with cross-functional teams to improve the user experience of the OTT platform by identifying and addressing pain points, optimizing features, and maximizing content accessibility
• Training and Support: Create and implement training programs and support resources for subscribers and customer service teams, ensuring they are equipped to aid customers with the migration process and troubleshoot any issues
• Performance Monitoring and Optimization: Continuously monitor key performance metrics related to subscriber migration, platform usage, and customer satisfaction, leveraging data insights to pinpoint areas for enhancement and optimization
• Progress Reporting: Consistently update progress in weekly reports detailing migration execution, highlighting encountered problems along with proposed solutions. Additionally, provide comprehensive plans for addressing any challenges and optimizing the migration process.

Qualifications:

• Education: Bachelor's degree in Business Administration, Marketing, Information Technology, or related field. Advanced degree preferred
• Experience: Proven track record of successfully managing large-scale migration projects in the telecommunications, media, or technology industry, with a focus on subscriber migration. Experience with OTT platforms is highly desirable
• Leadership: Demonstrated ability to lead and inspire cross-functional teams to achieve common goals. Experience in project management and team leadership is essential
• Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to address unforeseen challenges and troubleshoot issues effectively to ensure project success
• Communication: Excellent communication skills, both written and verbal, with the ability to effectively communicate with stakeholders at all levels. Fluency in English and Thai languages is preferred
• Strategic Thinking: Strategic mindset with the ability to develop and execute comprehensive migration strategies, incorporating communication plans, technology integration, customer support, and retention initiatives
• Customer Focus: Customer-centric approach with a passion for enhancing the customer experience. Experience in developing training programs and support resources to aid customers during the migration process is a plus
• Analytical Skills: Strong analytical skills with the ability to monitor key performance metrics related to subscriber migration, platform usage, and customer satisfaction. Proficiency in data analysis and leveraging data insights to optimize the migration process is essential
• Adaptability: Ability to thrive in a fast-paced and dynamic environment, adapting quickly to changes and ensuring project milestones are met on time and within budget
• Attention to Detail: Detail-oriented with a focus on quality and accuracy in all aspects of project management and execution
• Team Player: Collaborative team player with the ability to work effectively with cross-functional teams and stakeholders to achieve common objectives