Senior Manager - Digital Care

Job Description

Employment: Full Time VAC7944 - Senior Manager Digital CareThe Company:Ooredoo is an organization on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and its a team that you can be part of.Ooredoos future is bright, and you can be part of our ongoing success.The Role:Responsible to manage and drive digital monthly active users and engagement leveraging on MAUs to increase revenue generating transactions that are performed by users and increase the revenue.Implementation, adoption and operation of the Digital Care framework and involves coordination/working closely among interdisciplinary teams towards the successful implementation of each component on both B2C and B2B fronts; with focus on the Customer Care unit to increase Social direct messaging reachability, management of Chat bot implementation and updates to capture and convert high traffic inquiries and complaints via chat bot and social direct messaging.Responsible for the Ooredoo Website and Mobile app experience by enhancing and enriching the Digital service catalogue. In addition to being responsible for the Digital user growth and retention; owning the user growth platform implementation and maintenance.Owning and managing the Digital user engagement platform.Responsible for the adoption of new technologies to help achieve digital growth strategy and coming up with futuristic and innovative ideas to implement in Ooredoos digital channels.Key Accountabilities and Activities:Owns Ooredoo mobile app channelOwns and governs the Mobile app enhancement and enrichment strategyModification, correction and enhancement of User experience and User interface to meet the latest trendsManages the releases of Android, IOS and Huawei store rules to accommodate the app changesImplementation of Nojoom loyalty program feature enrichment into mobile appEnhancement and enrichment of digital service catalogue in the mobile applicationEnhancement of customer journey to boost the care interactions done via digital channelsShift Top 10 complaints and inquiries coming from non-digital channels to be done via digital channelsDevelopment & Maintenance of B2B Admin Self Care application Owns the website as channel serving B2C, B2B and Fixed business sectorsEnhances UX/UI to boost the ability to find information quickly by customersManages product and service launch pages and microsites along with any integration requiredSetup and maintain the Facebook Pixels and other Social and online platform SDKs to help measure performance and conversionsMaintain the website performance to have a google light room score higher than 90 in all related scoring modelsImplementation of Progress web applications to serve customers in Chat and help featuresPayment and Recharge gateway management New customer acquisition on digital channelsOwns the user growth platform implementation and maintenance (Similar to CleverTap, Appsfly..etc)Mapping the customer to the correct channels to improve efficiencyRetention of existing digital channel usersCohort analysis and funnelingMonitor missing functionalities and features which are available in non-digital world and migrate them to digital channels Owns the push notification calendarOwns and manages the Digital User Engagement platformMaintain and update the events to the digital user engagement platform and automate 100% of user interactions via Push, In App Push and Email communication channelsIncrease In App purchases to drive more revenue generating transactions coming from digital channelsImplementation of non telco features into the mobile application such as integration with Nojoom, UrbanPoints and Entertainer platformsAutomation of Billing, Dunning and usage lifecycle notification via digital mediums Manage Social Care integration in all available social direct messaging channelsWork closely with Online Support (Customer Care Team) to increase and drive traffic from conventional to digital communication channelsManage the Online Chat/In App Chat implementation and integration with Contact Centre system and SDKs Own the chat bot workflow implementation and changesChat bot implementation into social media care channelsAutomate manual jobsIntroduce AI measurements of channel health and underlying system issues (Firebase Performance Management SDK)Implementation of new technologies to help achieve digital growth strategyFind and assess new idea implantation digitallySocial Media direct purchase innovationNew Global Payment gateway implementationCome up with futuristic and innovative ideas to implement in Ooredoos digital channelsWork on Google Analytics 360 to create a full view on website, and My Ooredoo LiteManage Google Firebase Integration and data in Mobile and Web ApplicationsAdjust tool attribution and reattribution modelsWork and manage AudiencesDrive acquisition reportingContinue analysis of Behavior of users and conversions as per the campaigns or promotions that are running REQUIREMENTS: QualificationsBachelors degree in computer information systems/Computer Science and appropriate registration with a recognized professional institute Skilled in Scrum and Agile development methodologyHave experience in managing multi-stream development and release of digital channelsProject planning, Search engine environment, and optimization tools and techniquesStrong Mobile Experience SkillsGamification SkillsRevenue and transaction growth strategy on digital channelsPrevious knowledge on Chatbot and Social Media care implementationStrong UX/UI (Web/App) skillsStrong Digital Analytical skillsExperienced in AI and Bot implementationPeople Management skillsGood with numbers and targetsStrong interpersonal communication skillsExpert proficiency in Digital Customer Retention & Digital Customer Acquisition

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About Company

We are a leading international communications company delivering mobile, fixed, broadband internet, and corporate managed services tailored to the needs of consumers and businesses across markets in the Middle East, North Africa and Southeast Asia. As a community-focused company, we are guided by our vision of enriching peoples lives and our belief that we can stimulate human growth by leveraging communications to help people achieve their full potential.

Formerly known as Qtel Group, we have a customer base of 92.9 million and reported revenues of USD 9.3 billion in 2012.