Customer Experience & Digitalization Manager

du; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

du is seeking an experienced Training Management professional in Dubai to lead enterprise training initiatives for MELE. The role requires aligning customer experience with marketing strategies, managing cross-functional teams, and driving improvements to meet NPS and related targets.

The candidate will oversee communications of new product features, guide SPOCs, and ensure risk and compliance controls are integrated into daily training operations.

Qualifications

• Bachelor degree in telecom engineering, business, marketing or equivalent (Master’s Degree preferred).
• Minimum 7 years of experience in a Training Management post, including at least 2 years as Sales Training Manager.
• Excellent understanding of Telecommunications is preferred.

Responsibilities

• Tracking customer experiences across online and offline channels, devices, and touchpoints.
• Collaborating with marketing and sales teams to enhance customer services and brand awareness.
• Aligning customer experience strategies with marketing initiatives, and informing customers about new product features and functionalities.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Analyzing customer feedback on product ranges and new releases, and preparing reports.
• Deliver Enterprise NPS & BHI targets through focusing on building customer relationships and engagement with du
• Responsible for creating awareness of ‘du’ within the MELE segment by increasing ‘TOMA’ & ‘Consideration’
• Coach, motivate, develop, guide and drive cross functional team members and relevant SPOCs towards target achievement and improvements
• Positively resolve issues among the cross functional team members to focus on meeting overall objective for the customer.
• The job purpose is to support the implementation of an effective risk management, compliance and internal control framework within the function(s) supported to ensure risks, regulatory requirements and controls are being managed appropriately in a proactive, risk based and disciplined manner.

Skills

Fluent English

Excellent PC skills

Strong product knowledge

Sales processes

Communication skills

Interpersonal skills

Planning

Facilitation

Team player

Organizational skills

Coaching and mentoring

Multi-tasking

Education

Bachelor Degree in telecom engineering, business, marketing or equivalent

Job description

du is seeking an experienced Training Management professional in Dubai to lead enterprise training initiatives for MELE. The role requires aligning customer experience with marketing strategies, managing cross-functional teams, and driving improvements to meet NPS and related targets.

The candidate will oversee communications of new product features, guide SPOCs, and ensure risk and compliance controls are integrated into daily training operations.