Digital Care Director

DU; Dubai; On-site; AED 500,000 - 800,000; Full time

Job summary

DU is seeking a senior Digital Care leader to develop long-term strategy and oversee the omni-channel customer experience across digital platforms. The role requires extensive management experience in telecommunications or BPO/customer care ecosystems, with a focus on performance, analytics, and customer satisfaction programs.

Fluency in English is essential; Arabic is a plus. The successful candidate will drive process improvements, manage budgets, and lead cross-department collaboration to

Qualifications

• Bachelor or Master’s degree in Business Management or distinguished experience with additional further training courses in customer experience/ customer relationship management.
• Experience: minimum of 10 years in management with Telecommunications, BPOs/ contact centres, customer experience management and omni-channel service delivery.
• Sound knowledge of customer satisfaction management and NPS programs.
• Fluent in English; Arabic fluency is a plus.

Responsibilities

• Oversee day-to-day operations of the digital care function to meet company and customer expectations.
• Lead the development and deployment of new digital care technologies and self-care channels.
• Define, implement and measure NPS and Voice of the Customer programs.
• Plan and control the department budget to maximize efficiency.

Skills

English fluency

Leadership

Analytical thinking

Problem-solving

Education

Bachelor's or Master's in Business Management

Customer experience/ CRM training

Job description

Key Accountabilities

Develop the strategy for the Digital Care both short and long term aligned to the overall organization strategy Develop and create customer access channels ensuring that new project is at the leading edge of digital service delivery by utilizing effective technology-based infrastructure Establishes sound and effective relationships with other departments and develop with that department SLA s to ensure efficient resolution of all customer requests or complaints Drive the development and implementation of best digital practices and ensures KPI s are set and achieved Reviews reports on customer behavior as provided by and in conjunction with marketing analyses to identify improvements to service quality via the mobile app and self-care platforms and input into the development and implementation of an improvement roadmap Implement and take action to achieve target productivity quality indicators and measure overall performance against set objectives Provide daily weekly and monthly reports feedback to management as related to digital care operations and self-care performance Define and implement methodologies to measure NPS customer satisfaction and Voice of the Customer programs and provide an on-going methodology for measuring customer experience Overall management of the day-to-day operations of digital care function ensuring that the department meets both company and customer expectations Implement and deploy new technologies service delivery channels and self-care channels to maximize operational efficiencies Ensure availability of effective training methodology for all digital care staff in order to keep them updated in relation to all products and services and problem resolution Lead employee engagement and recognition initiatives to drive performance and productivity Manage motivate develop and appraise staff to ensure the highest level of operation at all times Ensure the department budget is planned monitored and controlled effectively.

Qualifications:

Bachelor or Master s degree in Business Management or distinguished experience with additional further training courses in customer experience/ customer relationship management.

Experience:

A minimum of 10 years management responsibility Extensive experience in Telecommunications, BPO s/ contact centres, customer experience management & Omni-channel service delivery Sound knowledge in digital care/ self-care platforms management Sound knowledge of customer satisfaction management and NPS programs Experience in managing BPO sSkills Possess a strong performance- and results orientation. Able to apply high level analytical and creative problem-solving skills. Excellent communication and analysis skills. Creative, flexible, and resilient. Fluent in English. Arabic language fluency is a plus.