About the Role
We are seeking a UAE National with a Family Book to lead and develop our Digital Care strategy, ensuring alignment with the overall organizational strategy. This role involves creating customer access channels, enhancing digital service delivery, and managing day-to-day operations within the digital care function. You will be responsible for driving improvement initiatives, establishing effective relationships with other departments, and measuring customer satisfaction through various programs.
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Key Accountabilities
- Develop the strategy for Digital Care, ensuring short and long-term alignment with organizational goals.
- Create customer access channels that utilize effective technology for leading-edge digital service delivery.
- Establish relationships with other departments and develop service level agreements (SLAs) for efficient resolution of customer requests and complaints.
- Drive the development and implementation of best digital practices, setting and achieving KPIs.
- Analyze customer behavior reports in collaboration with marketing to identify service quality improvements via mobile app and self-care platforms.
- Implement actions to achieve target productivity and quality indicators, measuring overall performance against set objectives.
- Provide management with daily, weekly, and monthly reports related to digital care operations and self-care performance.
- Define methodologies for measuring Net Promoter Score (NPS), customer satisfaction, and Voice of the Customer programs, ensuring continuous measurement of customer experience.
- Manage the daily operations of the digital care function to meet both company and customer expectations.
- Deploy new technologies, service delivery channels, and self-care options to maximize operational efficiencies.
- Ensure effective training methodologies are in place for all digital care staff to keep them informed about products, services, and problem resolution.
- Lead initiatives focused on employee engagement and recognition to drive performance and productivity.
- Manage, motivate, develop, and appraise staff to maintain the highest level of operation.
- Plan, monitor, and control the department budget effectively.
Qualifications, Experience, Skills and Competencies
Qualifications:
- Bachelor or Master’s degree in Business Management or distinguished experience with additional training courses in customer experience/customer relationship management.
Experience:
- A minimum of 10 years in management roles.
- Extensive experience in Telecommunications, BPOs/contact centers, and customer experience management with omni-channel service delivery.
- Solid knowledge in digital care/self-care platforms management.
- Understanding of customer satisfaction management and NPS programs.
- Experience managing BPOs.
Skills:
- Strong performance and results orientation.
- High-level analytical and creative problem-solving skills.
- Excellent communication and analysis skills.
- Creative, adaptable, and resilient.
- Fluent in English; proficiency in Arabic is a plus.
