The Digital Performance & Insights Manager is a data-driven and performance-focused leader responsible for the analysis and optimization of digital sales channels. This role involves owning reporting and insights across key acquisition channels, digital sales funnels, customer journeys, retention performance, and digital support operations.
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The successful candidate will collaborate cross-functionally with teams in ecommerce, marketing, UX, product, and operations to identify opportunities, track KPIs, and drive improvements across lead generation, conversion, and customer engagement. Using various digital analytics tools and platforms, the manager will provide actionable insights to increase ROI, enhance user experience, and optimize digital performance. A strong analytical capability and a deep understanding of digital customer behavior, along with hands-on experience in ecommerce sales and digital marketing analytics, are essential for this role.
Key Responsibilities:
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Digital Channel Expansion & Lead Generation Performance Insights:
- Oversee implementation and maintenance of web analytics tools (e.g., Google Analytics, Hotjar).
- Track performance of lead acquisition channels and build dashboards for monitoring trends.
- Conduct ROI and ROAS analysis across campaigns.
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Digital Sales Funnel Performance Insights & Conversion Optimization:
- Design and analyze full-funnel dashboards to identify conversion drop-off points.
- Monitor user behavior and support initiatives for conversion rate optimization (CRO).
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UX Intelligence, Customer Journey & CX Performance Insights:
- Execute a comprehensive UX and digital analytics strategy.
- Analyze customer interactions across digital touchpoints and provide insights for improvement.
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Customer Retention Success Performance & Insights:
- Track customer behavior and analyze churn trends.
- Develop dashboards for tracking re-engagement campaigns.
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Digital Engagement & Operations Performance:
- Analyze operational performance across support touchpoints.
- Evaluate agent efficiency and user satisfaction from digital operations.
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People Management & Team Development:
- Foster a creative and supportive team environment.
- Coach and develop associates to meet business objectives.
Required Skills:
- Proven track record in digital-first businesses (eCommerce, insurance, fintech, etc.).
- Experience with performance monitoring across multi-channel acquisition ecosystems.
- Strong analytical skills with proficiency in tools such as Google Analytics, Hotjar, and dashboard solutions (Tableau, Power BI).
- Effective people management and leadership skills.
- Excellent verbal and written communication skills.
- 5-8 years of experience in ecommerce & digital performance analysis, digital marketing analytics, or digital product insights.
This role is key to scaling digital sales growth and delivering a seamless, conversion-driven customer journey at Bupa Arabia.
