Digital Care Manager

DU; United Arab Emirates; On-site; AED 90,000 - 130,000; Full time

Job summary

DU is seeking a senior leader to architect and execute the Digital Care strategy, aligning it with the company’s broader plan. The role requires building and optimizing omni-channel customer access and self-service capabilities while maintaining strong inter-department collaboration.

You will drive KPI setting and performance improvement across digital channels, including mobile apps, and implement best practices in service delivery.

Qualifications

• Bachelor or Master’s degree in business management or equivalent with senior management experience in telecoms/BPO or customer experience.
• At least 10 years of management responsibility with experience in omni-channel service delivery and digital care platforms.
• Strong analytical, problem-solving and communication skills; fluent in English; Arabic a plus.

Responsibilities

• Develop and execute the strategy for Digital Care aligned to the organisation.
• Create customer access channels using technology-based infrastructure to lead digital service delivery.
• Establish cross-department relationships and SLAs to resolve customer requests efficiently.
• Drive digital care operations, set and achieve KPIs, and improve service quality via mobile apps and self-care platforms.
• Measure customer experience through NPS and Voice of the Customer programs and report on performance.

Skills

Leadership

Strategic thinking

Analytical skills

Communication

Education

Bachelor or Master’s degree in business management

Experience in customer experience / CRM

Job description

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.
• A minimum of 10 years management responsibilityExtensive experience in Telecommunications, BPO s/ contact centers, customer experience management & Omni-channel service deliverySound knowledge in digital care/ self-care platforms managementSound knowledge of customer satisfaction management and NPS programsExperience in managing BPO sPossess 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.