Livestream & Customer Services Manager - CPD

KEY RESPONSIBILITIES

• Build up of Sales & Traffic for Brand livestreams

1. Liaising with Commercial to understand monthly livestream build up & will be accountable for daily Livestream target planning
2. Track, Monitor & recommend the source of traffic for brand livestream

• Building Engagement & Conversion for brand livestreams

1. Branded livestream script creation & implementation
2. Script performance analysis & optimization

• Build & develop with Brand Livestreamers

1. Monthly evaluation & knowledge testing of livestreamers
2. Streamers, schedule plotting, target cascading, briefing & supervision
3. Support streamers with the right tools

• Building Livestream operations excellence

1. Before Livestream : Livestream room set up, rehearsal & streamers appearance: makeup, outfit & hair
2. During Livestream : respond viewers comments, monitor real time performance & recommend actions, control pace of livestreams
3. After Livestream : Analyze post data to recommend and optimize stream

• People management

1. Supervise and lead the Livestreamer team, providing guidance, support, and coaching to enhance their performance and productivity.
2. Oversee the Customer Service team, ensuring that customer inquiries, issues, and requests are handled promptly and professionally.

• Talent Recruitment & Development:

1. Participate in the recruitment and selection process for new Brand Streamers and Customer Service agents.
2. Facilitate the onboarding process for new team members, ensuring a smooth transition into their roles.
3. Identify training needs and opportunities for skill development within both teams.
4. Implement training programs and initiatives to enhance the capabilities of Livestreamers and Customer Service agents

KEY REQUIREMENTS

• People management 

• Excellent communication and interpersonal abilities.
• Strong leadership and team-building skills.
• Problem-solving and conflict resolution skills.
• Ability to set and track KPIs to ensure team performance.
• Strong organizational and time management skills.
• Bachelor's degree in business management or a related field (preferred)

• Strong understanding of digital/social commerce

1. In tune with social digital sphere trends
2. Proficient understanding of digital performance analytics, Ecom platform & Livestream environment
3. Proven experience in Ecom platforms/Ecom team of Brands

• Passion for brands & developing brands

1. Thinks brand strategy
2. Imagines disruptive ways to drive livestreams
3. Strong understanding of consumer and communications

• Proficiency in Microsoft Office / Power BI reading