Sr. Manager Digital Channels

About the Company: 

Hiring for one of the largest diversified family business groups in the Middle East.

PURPOSE:

Sr Manager – Digital Channels is responsible for leading the development, delivery, and optimization of digital customer engagement platforms, including web, mobile, e-commerce, and social media channels. The role ensures seamless, secure, and scalable digital experiences that align with the Group's business goals across retail, real estate, industrial, and services sectors.

This position drives digital channel strategies, oversees user experience improvements, manages external and internal development teams, and ensures platform performance, content alignment, and brand consistency. The Team Lead will play a key role in accelerating digital transformation, enhancing customer touchpoints, and leveraging analytics to guide digital innovation.

KEY ACCOUNTABILITIES:

Strategic:

• Develop and execute the Group's digital channel strategy aligned with Al Ghurair's overall digital transformation and business growth objectives.
• Collaborate with business unit heads (e.g., retail, real estate, industrial) to identify digital opportunities that enhance customer engagement and operational efficiency.
• Evaluate emerging digital technologies, tools, and platforms to guide channel innovation and scalability across the Group.
• Ensure brand alignment and consistent digital presence across all owned channels (websites, mobile apps, social platforms).

Operational:

• Oversee the design, development, deployment, and continuous improvement of digital assets such as websites, e-commerce platforms, mobile applications, and customer portals.
• Manage digital content workflows, performance monitoring, SEO, and analytics to optimize user experience (UX), engagement, and conversions.
• Liaise with IT, marketing, cybersecurity, and external vendors to ensure channel security, functionality, and timely project delivery.
• Maintain documentation for digital solutions, APIs, content updates, and platform integrations.
• Track KPIs such as user engagement, bounce rate, uptime, load times, and customer satisfaction metrics.

JOB DESCRIPTION:

• Lead, mentor, and support a team of UX/UI designers, digital content specialists, and developers (in-house or outsourced).
• Set clear performance expectations, conduct regular reviews, and facilitate upskilling and certification opportunities.
• Foster a culture of ownership, agility, and customer-centric thinking within the digital channels team.
• Coordinate cross-functional input from marketing, IT, customer experience, and business units for collaborative project execution.

Product & Process Improvement:

• Continuously assess and improve digital touchpoints based on user feedback, analytics insights, and best practices in digital UX/UI.
• Introduce automation and efficiency improvements in digital content management, release cycles.
• Champion agile methodologies and design thinking in the development of new features and user journeys.
• Optimize processes for managing updates, localization, accessibility, and compliance across platforms.

Qualification:

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field (or equivalent academic background)
• Master's degree in Computer Science, Software Engineering, or a related discipline

Knowledge & Skills:

• Strong understanding of digital channel management, including web, social media platforms, and e-commerce ecosystems.
• Proficiency in content management systems (CMS), digital analytics tools, and performance optimization strategies.
• Solid grasp of UI/UX design principles, user journey mapping, and usability testing.
• Knowledge of SEO/SEM practices, digital campaign integration, and omnichannel customer engagement models.
• Familiarity with APIs, front-end technologies (e.g., HTML, CSS, JavaScript), and integration with backend systems .
• Experience working with Agile methodologies, product backlogs, and sprint planning tools.
• Ability to translate business objectives into technical digital requirements with measurable KPIs.
• Strong interpersonal and stakeholder management skills, with the ability to lead cross-functional digital initiatives.
• Awareness of data privacy laws and digital compliance standards applicable in the UAE and.
• Strong verbal and written communication skills for collaborating with internal teams and external vendors.

EXPERIENCE:

Minimum:

• 6+ years of experience in managing digital platforms, channels, or transformation projects
• Minimum 3+ years in a supervisory or team lead role, preferably within a mid-to-large enterprise or digital agency
• HCL platform related experience
• Demonstrated experience in launching and maintaining high-traffic websites, mobile apps, or e-commerce platforms.
• Experience working in a multi-brand, multi-sector environment is a strong plus

Preferred:

• Proven track record of optimizing digital engagement, improving user journeys, and driving measurable ROI through digital channels
• Familiarity with the GCC digital landscape, user behavior trends, and cultural sensitivities in digital messaging and UX.
• Exposure to building scalable enterprise applications and working in agile environments
• Experience with software engineering, customer experience
• Experience developing engineering applications for a large corporation
• Familiarity with GCC user behavior, mobile trends, and cultural considerations in app design and features

Other Details:

Experience: 8 plus years

Location: Islamabad OR Karachi (On-site)

Compensation: Market-competitive Salary + Benefits

Job Type: Full-time

Work Location: In person