Digital Care Manager

du; Dubai; On-site; AED 350,000 - 520,000; Full time

Job summary

du in Dubai seeks a senior leader to own the Digital Care strategy across channels, aligning with the group’s goals. You will drive omnichannel service delivery, establish SLAs, and partner with marketing and operations to improve customer experience via self-care platforms and mobile apps.

Responsibilities include setting KPI targets, monitoring NPS and customer satisfaction, delivering regular reports, building staffing and training plans, and ensuring budget control while delivering high

Qualifications

• Bachelor or Master’s degree in business management or distinguished experience with additional training courses in customer experience / CRM.

Responsibilities

• Develop the strategy for Digital Care short and long term in line with the organisation’s strategy.
• Create and optimise customer access channels to lead in digital service delivery using technology-based infrastructure.
• Establish relationships with other departments and develop SLAs to resolve customer requests efficiently.
• Drive development and implementation of best digital practices in Contact Centre operations and achieve KPI targets.

Skills

Performance oriented

Analytical skills

Communication skills

Creativity & adaptability

English fluency

Arabic a plus

Education

Bachelor/Master in Business Management

Job description

Please go through the KPI's before applying. Once you submit your application you will be invited to take the competency based chat interview. This is a critical pasrt of your application to be processed. So please take your time while doing your competency based Chat Interview.

Key Accountabilities

• Develop the strategy for the Digital Care both short and long term, aligned to the overall organisation strategy.
• Develop and create customer access channels ensuring that it is at the leading edge of digital service delivery by utilising 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 in Contact Centre operations and ensures KPI’s are set and achieved.
• Reviews reports on customer behaviour 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.
• Drive the development of a resources plan for optimal performance for both short-term and long-term requirements and ensure there is a supporting recruitment plan in place.
• Ensure availability of effective training methodology for all digital care staff in order to keep them updated in relation to all digital multi brand 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 centers, 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.