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Assistant Vice President - Brand Experience & Events

Job Number: R10006343
Brand: Star
Job Type: Marketing
Location: Mumbai, Maharashtra, India
Job Posting Date: December 20, 2018
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OVERVIEW OF THE COMPANY

Star

Star India has defined the Indian media landscape for over two decades and today is one of the country’s leading media conglomerates, reaching approximately 650 million viewers a month across India and more than 100 other countries. Star generates 20,000 hours of content every year and broadcasts 40+ channels in 8 different languages, reaching 9 out of 10 C&S TV homes in India. The network’s entertainment channel portfolio includes Star Gold, Channel V, Star World, Star Movies, Star Utsav, Life OK, Movies OK and Star Plus, India's No. 1 Hindi General Entertainment Channel. It has a leading presence in regional broadcasting as well, through a bouquet of affiliate channels which includes Star Jalsha, Jalsha Movies, Star Pravah, Asianet, Asianet Plus, Suvarna, Suvarna Plus, Vijay and now Maa. It is also present in the Indian movie production and distribution space through Fox Star Studios, an affiliate joint venture company.

JOB DESCRIPTION

KEY RESPONSIBILITIES :

  • Strategize a ground up process and tool from database to engagement with the top 100 stakeholders. The idea is to  build close ties with key customers to engender loyalty
  • Proactively plan for key events linked scenario planning for managing key guests and their brand experience. This will involve engaging continuously with all the internal CXO offices to ensure expectations are captured and delivered on.
  • Uses sound judgment and makes decisions in accordance with established budget guidelines
  • Handles any situation which maybe a potential escalation/PR issue
  • Anticipates, responds to and consistently meets or exceeds the needs of guests/customers
  • Seamless coordination of strategy and planning with business stakeholders, vendors, partners, event managers, etc.
  • Proactively identifies and resolves service failures, taking immediate action to resolve service gaps and ensure enhancement of brand experience
  • Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business

PERFORMANCE MEASURES :

  • Adherence to budget guidelines, brand proposition and customer feedback

QUALIFICATION :

  • Graduate with more than 10-15 years of relevant experience
  • Should have experience in handling complex high value customers, guests- ie.HNI accounts in credit cards or banks, guests with elite business chambers, CRM for luxury goods or services
  • Knowledge of CRM and key account/ client management is mandatory

KNOWLEDGE AND SKILLS :

  • Excellent interpersonal, communication, problem solving and analytical skills required
  • Must have a systematic and process-oriented mindset to ensure seamless end-to-end customer experiences
  • Strong attention to detail with both logistics and branding guidelines

PERSONAL ATTRIBUTES :

  • The ideal candidate for this position must possess inherent customer service skills, a passion for customer care, and a commitment to proactive service and recovery as necessary
  • Ability to operate in a high pressure environment and in a highly collaborative way
  • Strong sense of ownership and accountability and willingness to go out of the way to deliver customer satisfaction

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.

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