Large Digital Channel Manager.Enterprise Marketing

Job Purpose

Managing and optimizing the various online and digital platforms for Large Segment to achieve the overall success of the e& business in the digital landscape, fostering positive customer experiences, driving engagement, ultimately aiming to improve operational efficiency, customer satisfaction, and competitive positioning in the market.

Report To Position Name

Building a new digital app and portal for Large & Gov.segments with a new brand that is mainly targeting these segments -Leading Enterprise digital transformation journey & developing strategies for implementing a new seamless & competitive customer experience targeting large& gov. -Develop a comprehensive digital transformation roadmap for the large segment aligned with the E& business goals. -Responsible for transforming the Large digital channels into a self-provisioned, engaging, monetizable & competitive channel -Managing and developing the digital channels with a tailored digital experience for large segment involving mobile applications and online portals. Continuously optimize the user experience across digital channels to enhance usability, accessibility, and conversion rates, focusing -on implementing an Omni-channel experience across digital channels Implement a seamless end to end customer journey &product fulfilment cycle in each channel with the focus for acquiring new customers, retain the existing ones and driving revenues from these channels -Identify & adopt up to date technologies, exploring new enablers and innovative products tailored for our targeted customers in each digital channel (AI applications bots, online payments) -Handling digital product & services development with main focus of digitizing Etisalat customer experience and monetizing the digital product catering for different Etisalat segments -Leverage data analytics to gain insights into customer behaviour, market trends, and operational performance. Use these insights to inform decision-making and optimize processes for greater efficiency and effectiveness. -Monitor and analyze the performance of digital channels using analytics tools and metrics such as traffic, engagement, conversion rates, and customer feedback. -Responsible for digitizing customer care call reasons (complains & inquires) consequently reaching the best self-care digital handling and increasing the call deflection rate -Work closely with various departments including IT, sales, customer service, and operations to ensure alignment and collaboration in digital transformation initiatives & to streamline processes and minimize on traditional/legacy processes and systems. -Oversee the creation and distribution of high-quality content across digital channels Ensure digital hygiene while defining and implementing digital framework for consistent "look and feel" across digital channels hence leading Customer experience in the market and ensure customer satisfaction. -Focus on creating adjacent revenue streams complementing Etisalat main streams and maintain a YOY increase to support in the stagnation of revenues from core services. - Steer & Control E2E Digital Operating Model for Back End processes to ensure front end smooth customer experience and fast time to fix and reduce complains. - Continues optimization of Digital processes & apply essential changes to current operational Models - Continuous exploration of possible automation for digital operations to early detect the operational issues - Efficiently Diagnose operational digital issues & build core models with the purpose of permanents fix - Continuous redesign of internal processes to match front end digitization - Standardization of Digital operational processes, KPIs & SLAs across all Digital Interfaces for both internal & externals teams - Setting the KPIs that measures the impact of Digital operations on customers & aiming to uplift the consumer digital usability confidence across all Etisalat digital platforms - Build Dashboard's that measures & monitors Etisalat Digital excellence from consumer perspective that might be impacted from operation issues/gaps in prcesses - Responsible for the expansion of the digital analytical know-how through the establishment of digital analytical to be adopted by different digital owners - Utilize both internal & external tools to build end to end model for digital base understanding - Streamline the data from key external sources (e.g. google analytics) with Etisalat internal reporting for creating synchronized view - Utilize data to grasp hand on operational issues & customer digital black-outs for proactive action Explore & Launch New Digital Capabilities - Designing Etisalat customer facing Digital tools & capabilities landscape - Explore & Launch new digital customer facing capabilities that focus on enriching the customer

QUALIFICATIONS_ESSENTIAL

•Bachelor degree •Excellent Computer skills, Advanced MS excel is required, Excellent business analysis skills •Excellent in Arabic & English (Reading, Writing & Oral) •Excellent presentation & analytical skills

QUALIFICATIONS_DESIRABLE

•Bachelor degree in engineering or business •Solid telecom technical skills and awareness with Etisalat technical architecture

EXPERIENCE_ESSENTIAL

6 years’ experience in Telecom •3 years’ experience in Application Management

EXPERIENCE_DESIRABLE

•Agile essentials •UI/UX basic understanding

CERTIFICATIONS_ESSENTIAL

N/A