Senior Manager Digital Channels Management

Omantel; Muscat; On-site; OMR 30,000 - 60,000; Full time

Job summary

Omantel is seeking aSenior leader to head the Customer Experience Platform (CEP) and digital channels. You will own the strategy, roadmaps, and governance across web, portals, self-service and conversational channels, ensuring parity across languages and accessibility.

You will lead a high-performing team and partner with multiple functions to drive digital revenue and lifestyle engagement. The role requires extensive experience in digital channels, strong stakeholder management, and a track

Qualifications

• Bachelor in relevant discipline required.
• 8 years of relevant experience including at least 3 years in a managerial role.
• Professional certification in the field is preferable.

Responsibilities

• Lead the CEP strategy and roadmap across digital channels and self-service.
• Drive the digital channels roadmap aligned with commercial and growth priorities.
• Own and optimize end-to-end telecom digital journeys for B2C, B2B, and B2X.
• Build partnerships to extend the platform into daily engagement.
• Manage governance, backlog, releases, and performance tracking.

Skills

Leadership

Strategic planning

Stakeholder management

Data analytics

Education

Bachelor in relevant discipline

Professional certification in the field

Job description

Role Purpose

Lead Omantel's customer-facing digital estate the Customer Experience Platform (CEP), web and portals, conversational channels, and self-care machines as the primary way customers discover, buy, pay, and manage their subscriptions. Deliver flawless core telecom journeys across B2C, B2B, and B2X, converting assisted volume into digital and growing in-channel revenue. Grow lifestyle capability on the CEP by deploying and commercializing contracted partnerships, extending it from a self-care utility into a daily engagement destination, and proving the value of both layers through frequency, stickiness, and lifetime value.

Position Information

• Unit: CCCO
• Division: Digital Growth
• Location: Muscat
• Grade: L2
• Line Manager: General Manager Digital Growth
• Minimum role requirements:
• Bachelor in relevant discipline
• Professional certification in the field is preferable
• 8 years of relevant experience & at least 3 years in a managerial position
  

Key Accountabilities

• Lead Omantel’s digital channel strategy and roadmap across the CEP (Customer Experience Platform), web and portals, conversational channels, and self Service machines, sequencing core telecom excellence as the priority and lifestyle expansion as a deliberate adjacency.
• Drive the digital channels roadmap in alignment with Omantel's commercial, customer experience, digital transformation, and revenue growth priorities.
• Act as business owner of the CEP, Omantel's primary digital engagement, self-service, and revenue-generating channel, holding backlog priority, release planning, and acceptance of delivered functionality, and upholding full Arabic and English parity, and accessibility standards.
• Own and continuously enhance end-to-end telecom digital journeys across mobile, fixed, broadband, prepaid and postpaid, recharge, bill payment, subscriptions, service requests, complaints, and account management serving B2C, B2B, and B2X customers through seamless sales, servicing, and support.
• Build lifestyle capability on the CEP (Customer Experience Platform) through partnerships across verticals extending the platform beyond core connectivity into daily customer engagement.
• Deliver the digital revenue target through core in channel sales, payments and e-commerce owning the funnel end to end and optimizing conversion at every step.
• Expand digital self-service capability to reduce dependency on traditional channels, retail, contact centers, and assisted channels, and deliver the agreed digital to assisted interaction ratio by segment.
• Ensure digital channel stability, availability, reliability, and performance through proactive monitoring, incident management, and business continuity readiness, including partner dependent services.
• Establish governance for demand management, prioritization, release planning, UAT, production readiness, and post launch performance tracking.
• Partner with the Emerging Technology team to introduce AI, automation, personalization, analytics, and innovative capabilities into customer-facing channels.
• Use analytics, customer feedback (Voice of the Customer), complaints, app reviews, and journey insight to identify pain points and drive improvement, making experimentation routine, and define and monitor KPIs across core telecom performance and lifestyle engagement to show how the two reinforce each other in driving frequency of use, stickiness, and customer lifetime value.
• Collaborate with Technology, CX, Commercial, Enterprise, Marketing, Operations, Retail, Care, Legal, Compliance, and Product teams to deliver integrated digital solutions.
• Manage the channel technology and agency vendor portfolio and own the digital channels OPEX and CAPEX budget, ensuring compliance with telecom regulation, consumer protection, data privacy and consent, PDPL (Oman’s Personal Data Protection Law), and information security.
• Build and lead a high-performing digital channels team, fostering a customer centric, data led, performance driven, and innovation focused culture, and supporting Omanisation and national talent development through hiring, capability building, and succession planning.

Key Competencies

Leadership

• Align teams around digital channel strategy and priorities.
• Lead change, innovation, and continuous improvement.
• Make clear decisions and resolve conflicts effectively.
• Develop team capability through coaching and empowerment.

Behavioral

• Champion the customer, defending journey quality and experience standards under delivery and commercial pressure.
• Drive results with strong ownership and accountability.
• Make timely, data-informed decisions.
• Demonstrate ethics, compliance, and responsible governance.
• Build strong relationships with stakeholders, vendors, and partners, and manage commercial performance against agreed terms.

Technical

• Own and optimize telecom digital journeys across self-service, conversational, e-commerce, and self-care machine channels.
• Improve customer experience through analytics, experimentation, feedback, and journey insight.
• Drive digital sales, conversion, transaction success, and revenue contribution.
• Manage roadmap, requirements, UAT, releases, and continuous enhancements.
• Enable partner and lifestyle propositions on the platform through integration readiness, onboarding, and in-channel commercial performance.