✨ AI Summary
The Digital Care Director will develop and implement the strategy for digital care, aligning with the organization's overall goals. This role involves creating customer access channels, ensuring leading-edge digital service delivery, and establishing effective relationships with other departments. The director will drive best digital practices, set and achieve KPIs, and analyze customer behavior to improve service quality via mobile apps and self-care platforms. Key responsibilities include implementing new technologies, managing department budgets, leading employee engagement, and ensuring staff are well-trained. The aim is to achieve world-class NPS targets and create a renowned customer experience.
Requirements
Requires a Bachelor or Master’s degree in Business Management or equivalent experience with additional training in customer experience/CRM. Must have a minimum of 10 years of management responsibility, with extensive experience in Telecommunications, BPO/contact centres, customer experience management, and Omni-channel service delivery. Proficiency in digital care/self-care platforms management, customer satisfaction, and NPS programs is essential. Strong analytical, creative problem-solving, and communication skills are required.
Description
Please apply only if you are a UAE National with Family Book. No other applications will be considered.
(Once you apply you are required to complete the application by taking the competency-based chat interview. Our AI chat Interview Partner Sapia.ai will send you the Interview invite shortly once the application is submitted through the tool.)
Key Accountabilities
- Develop the strategy for the Digital Care both short and long term, aligned to the overall organization strategy.
- Develop and create customer access channels ensuring that new project is at the leading edge of digital service delivery by utilizing effective technology-based infrastructure.
- Establishes sound and effective relationships with other departments and develop with that department SLA’s to ensure efficient resolution of all customer requests or complaints.
- Drive the development and implementation of best digital practices and ensures KPI’s are set and achieved.
- Reviews reports on customer behavior as provided by and in conjunction with marketing analyses to identify improvements to service quality via the mobile app and self-care platforms, and input into the development and implementation of an improvement roadmap.
- Implement and take action to achieve target productivity, quality indicators, and measure overall performance against set objectives.
- Provide daily, weekly, and monthly reports/feedback to management as related to digital care operations and self-care performance.
- Define and implement methodologies to measure NPS, customer satisfaction, and Voice of the Customer programs and provide an on-going methodology for measuring customer experience.
- Overall management of the day-to-day operations of digital care function ensuring that the department meets both company and customer expectations.
- Implement and deploy new technologies, service delivery channels and self-care channels to maximize operational efficiencies.
- Ensure availability of effective training methodology for all digital care staff in order to keep them updated in relation to all products and services and problem resolution.
- Lead employee engagement and recognition initiatives to drive performance and productivity.
- Manage, motivate, develop, and appraise staff to ensure the highest level of operation at all times.
- Ensure the department budget is planned, monitored, and controlled effectively.
Qualifications, experience, skills and competencies
Qualifications:
- Bachelor or Master’s degree in Business Management or distinguished experience with additional further training courses in customer experience/ customer relationship management.
Experience:
- A minimum of 10 years management responsibility
- Extensive experience in Telecommunications, BPO’s/ contact centres, customer experience management & Omni-channel service delivery
- Sound knowledge in digital care/ self-care platforms management
- Sound knowledge of customer satisfaction management and NPS programs
- Experience in managing BPO’s
Skills
- Possess a strong performance- and results orientation.
- Able to apply high level analytical and creative problem-solving skills.
- Excellent communication and analysis skills.
- Creative, flexible, and resilient.
- Fluent in English. Arabic language fluency is a plus.