Manager Customer Experience

Who are we hiring?

MSG Networks is seeking a skilled and experienced Customer Experience Manager to join our team to focus on our new direct-to-consumer product, MSG+. The ideal candidate will be responsible for developing and implementing strategies to enhance the overall customer experience, with the goals of increasing engagement, driving customer satisfaction, and, ultimately, reducing churn. The Customer Experience Manager will work closely with cross-functional teams to ensure that customer needs are met at every stage of the customer journey.

What will you do?

• Develop and implement strategies to improve the full subscriber journey, with key focus areas of new subscriber onboarding, web/in-app UX enhancements, in/off-season engagement, Customer Care, and churn mitigation.
• Produce a synthesized narrative of performance drivers, content consumption trends, and churn/retention progress, while flagging opportunities/risks on the horizon.
• Stay close to and analyze customer feedback, Care interactions, social comments, and behavioral data to identify areas of optimization, generate strong experiment hypotheses, implement solutions to address customer needs, and be the voice of the customer by having our fans’ best interests in mind.
• Partner with our Customer Care vendor to develop and implement support and save strategies/processes, ensuring timely and effective execution.
• Own the full engagement email process: provide design + messaging direction, define segmentation logic, curate relevant content in partnership with our Content team, build/tweak email templates within ESP tool, and closely track performance.
• Work closely with our social media team to engage fans/subscribers thoughtfully and develop a playbook of best practices for organic and paid efforts.
• Develop and implement subscriber engagement programs to increase customer loyalty and advocacy, including referral and gifting.
• Keep up to date with industry trends and advancements in customer experience to continually improve the streaming service's operations.

What do you need to succeed?

• Bachelor’s degree in marketing, Business, or related field.
• 5+ years of experience in customer experience or customer success roles, preferably for a subscription-based company and/or in the streaming industry.
• Strong analytical skills and instinct to drive decisions supported by data.
• Experience with customer engagement tools (bonus points for experience with Iterable),
• Ability to work with several vendors and juggle multiple work streams simultaneously.
• Have a team-first attitude and willingness to chip in beyond scope of role to help where needed
• Ability to work independently and in a team environment.
• Excellent communication and presentation skills.
• Passion for streaming and a deep understanding of the streaming and/or sports industry.

Why is MSG for me?

Sphere Entertainment Co. is a premier live entertainment and media company. The Company includes Sphere, a next-generation entertainment medium powered by cutting-edge technologies to redefine the future of entertainment. The first Sphere venue is currently under construction in Las Vegas. In addition, the Company includes MSG Networks, which operates two regional sports and entertainment networks, MSG Network and MSG Sportsnet, as well as a companion streaming service, MSG GO, delivering a wide range of live sports content and other programming. More information is available at www.sphereentertainmentco.com.

We focus on Career Development and Invest in YOU

At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.

We value diversity and are looking for extraordinary employees of all backgrounds

At MSG we value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, MSG complies with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required. #LI-TC1