Digital Care Director UAE National Role

Emirates Integrated Telecommunications Company; Dubai; On-site; AED 520,000 - 700,000; Full time

Job summary

Emirates Integrated Telecommunications Company in Dubai seeks a Senior Head of Digital Care to shape the strategy for digital services and lead a large team. You will oversee omni-channel delivery, drive customer experience improvements, and align initiatives with the organization's broader goals.

The role requires strong leadership, analytics, and communication skills, with English fluency and a plus for Arabic.

Qualifications

• Bachelor or Master in Business Management or equivalent with customer experience focus.
• Experience in telecoms, BPOs/contact centers, and omni-channel service delivery preferred.
• Knowledge of customer satisfaction management and NPS programs desirable.

Responsibilities

• Lead the digital care function with day-to-day operations.
• Develop long-term strategy for Digital Care aligned to company goals.
• Establish cross-department SLAs to resolve customer requests efficiently.
• Drive best digital practices and ensure KPI targets are met.
• Analyze customer behavior data to improve service quality via apps and self-care.
• Implement productivity and quality measures and monitor performance.
• Provide regular management reports on digital care performance.
• Define methods to measure NPS and customer experience.

Skills

Leadership

Analytics

Communication

Problem solving

English fluency

Education

Bachelor or Master in Business Management

Job description

Please apply only if you are a UAE National with Family Book. No other applications will be considered.

(Once you apply you are required to complete the application by taking the competency-based chat interview. Our AI chat Interview Partner Sapia.ai will send you the Interview invite shortly once the application is submitted through the tool.)

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, experience, skills and competencies

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’s

Skills

• 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.